Lifeline service
The Lifeline requires an electrical socket to power the device.
In response to the Digital Switchover, our new digital Lifelines use SIM and Ethernet connectivity, depending on the device and situation.
- SIM lifeline devices use an inbuilt roaming SIM card that connect to the strongest mobile phone network. Alarms are sent to the monitoring centre over the mobile phone networks. These devices work independently of your phone line and internet.
- Ethernet lifeline devices use an Ethernet cable that connects to your broadband router. Alarms are sent to the monitoring centre over the broadband network (digital phone line). These devices also include a backup SIM card to ensure no service interruption should your internet go down.
How it works
To call for help, press the button on your pendant.
This will automatically alert the 24-hour response centre and an operator will answer and arrange the help required.
The response centre will speak to you through the device. Unlike a telephone, it has a very powerful speaker and microphone, so even if you're in the next room, you'll still be able to communicate with them.
If you're unable to talk, the operator will still arrange help from your nominated contacts or the emergency services.
How can I access the service?
For more information or to arrange a visit/demonstration with one of our Assistive Technology advisors, please call us on 0800 111 4013 or fill in the form below.
Useful information
We ask you to supply a minimum of two contacts who can be contacted in the event of you activating your alarm.
These contacts will ideally be keyholders and live close to you. It's important you make your contacts aware that you're sharing their details and that they may be contacted in an emergency.
In the event, you don't have any local contacts or keyholders we recommend having a key safe installed so that access can be gained to support you in an emergency without damaging your property.
If there's a welfare concern or emergency and no contacts or key is available Emergency Services will be called and forced entry may be required.
It's important to keep your personal details, emergency contact details and property access details up to date.
You can make any changes by calling us on 0800 111 4013 or by activating your lifeline and advising the Alarm Response Centre.
It's important to test your lifeline monthly to ensure that it's working correctly and you're comfortable with activating it in an emergency.
How to test your Lifeline:
- Press the button on your pendant or pull the pull cord.
- Wait for the Response Centre to speak to you through the Lifeline unit.
- Tell the operator you're just testing – they'll be happy to hear from you.
It's important to test each pendant and pull cord separately to ensure they're all working effectively.
The best time to test your lifeline is between 10am and 4pm when the Response Centre is less busy.
If you accidentally activate your alarm, don't worry.
You can cancel an alarm by waiting 5 seconds and pressing the cancel button on your base unit.
If you're unable to cancel the alarm wait to speak to the Alarm Receiving centre operative and advise them you are okay.
When you activate your alarm a call will be placed to our contracted Alarm Receiving Centre. A message will play on your machine to advise a call is being made and an operative will answer to ask how you are.
If help is needed they'll assess the situation and take appropriate action. This may be to call your named contacts, so they can support you or instruct the Emergency Services to visit.
The Lifeline service will continue to check in with you until they know you are ok and have support.
The Lifeline base unit has a backup battery that will work for 24 hours, ensuring that during a power cut you can still make an alarm call. When the mains power is restored, the battery will automatically recharge.
You can terminate your agreement by phoning or writing to us.
The account will end on the Sunday following the date that the equipment is returned.
Charges will be incurred until all equipment is returned to us. Equipment can be returned to one of our offices in person, by post, or by arranging collection from one of our representatives.
On rare occasions, we may end the agreement due to abuse, inappropriate use or non-payment of invoices. We’ll give you four weeks notice of this decision and fully inform you of the reason behind the decision.
We'll also inform statutory agencies and other interested parties of the removal of this service.