Frequently asked questions

Answers to frequently asked questions about our Careline Smoke and Carbon Monoxide Alarms.

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.

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.

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.

Call the house phone. 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.

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.

If the alarm does not detect van 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.

© Careline Community Service | Borough Council of King's Lynn & West Norfolk