Answers to frequently asked questions about our Careline Digital Home Alarm.
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.
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.
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?
£60 for a basic or £80 for a falls pendant – for a replacement pendant to be posted first class with an installation guide explaining how to programme it into the base unit.
£90 for a basic or £110 for a falls pendant – for an installer to visit and programme your new pendant during core business hours Monday – Friday 9:00am – 4.30pm.
£130 for a basic or £150 for a falls pendant – for an installer to visit and programme your new pendant out of hours and weekends.
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 the pendant waterproof?
Your pendant has a water resistance rating of IP68. It can be worn in the bath and shower.
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 fault with my telephone line?
The Careline Digital Home Alarm does not need an active telephone line to work, it only needs an electrical socket so will work normally without a phone line. In the event of a power cut, it will continue to work for 40-70 hours on internal battery power.
