Frequently asked questions
Answers to frequently asked questions about our Careline alarm service
Here are some of our frequently asked questions from our customers.
If you can’t find the answer to your question, please feel free to contact us.
One of our friendly team will be on hand to have any questions you have about our products and services.
Will they hear me?
You do not need to be close to the alarm unit to speak. However, the further away from the main box you are the fainter your voice will be.
Speak loud and clear to enable staff to hear you. Keep what you are saying to a minimum, an example might be if you have had a fall, shout help.
What if I can’t speak?
If you activate your alarm and the monitoring centre staff cannot hear you, they have got your details on the computer in front of them.
They will automatically get someone to your home to check that you have not got a problem.
Who will the monitoring centre contact?
Our monitoring centre will call your house phone first. This will give you the opportunity to let them know you are safe if you have pressed the pendant by mistake.
If at this point we have not managed to speak to you, we will try to call your contacts in the order supplied. They will be asked to go to your property and see if you require assistance.
If your contacts are not available or you do not have anybody locally, we will then call the emergency services to carry out a welfare check.
What if I lose my pendant?
Please keep your pendant safe. If you lose your pendant we will provide a replacement as soon possible, however, a £60 charge applies and a visit is required.
What if I no longer require the equipment?
If you decide that you no longer require the equipment, you should call the team on 01553 616200 and advise that you wish to cancel the service.
What if I find it difficult to press the pendant?
Some clients find it difficult to press the pendant, particularly those with arthritis.
We are able to provide an easy press adaptor which is a clear plastic case which clips over the pendant. Just call the team on 01553 616200.
Is my pendant waterproof?
Your pendant can be worn in the shower/bath however we do not advise you keep the pendant submerged for more than 20 minutes.
If the pendant is damaged or the waterproof seal is broken, do not use it in water and report it to us on 01553 616200 so that it can be exchanged.
How often should I test my pendant?
We recommend that you test your pendant every month, it is important that you remember to do this, so we suggest adding a note to your calendar or diary.
The test call enables us to be sure that your pendant is working and also alerts us if the battery is running low.
How do I update my details?
It is vitally important that the personal details held by the control centre are always up to date. This is the information we rely on when responding to you in an emergency.
You can amend your information any time by pressing your pendant and speaking to an operator.
What happens if there is a fault with my telephone line?
If the alarm does not detect an active telephone line, for example it has been unplugged or there is a fault on the telephone line, the alarm will either issue a warning message that the telephone line is disconnected otherwise it will issue beeps.
If you need to pick up the telephone and are unable to call out you will need to have this rectified before the alarm unit can be used for emergency calls.