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Lifeline service

Our Lifeline service provides 24-hour help at the touch of a button, supporting you to stay independent and provide peace of mind for you and your family.
You'll be provided with a base unit and alarm pendant, which will be fully installed by one of our team. The pendant can be used to call for help from anywhere in the home or garden, within a range of 50 meters from the device.

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

Costs and how to pay
A weekly charge of £4.75 (plus VAT) per unit is charged for the service provided.
Customers who are chronically ill or have a disability may be eligible for VAT exemption, please advise us if you think this is applicable to you.
You'll be invoiced for the lifeline period - from the Monday following installation through to the end of March.
Our preferred payment method is Direct Debit, however, if you choose another method of payment, it should be made four weeks in advance.
Annual invoices will be sent each April. Your service will automatically renew each year unless you terminate it.
Charges will be reviewed periodically. If increases are made, we'll give at least four weeks’ notice.
If you have any queries relating to payment or an invoice, please contact us on 0800 111 4013.
Emergency contact details

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.

Updating your contact details

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.

Testing your equipment

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.

What if I make an accidental call?

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.

What happens if I raise an alarm?

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.

What happens in an emergency if I can't answer the call centre?
Our Alarm Receiving Centre will always assume it is an emergency unless you tell them otherwise.
Any activation where you don't respond will trigger our response process.
How to report a repair
All repairs should be reported to us on 0800 111 4013.
Through our contracted Repairs and Maintenance Team we aim to respond to all critical calls within four hours and all other calls in 24 hours.
Cancelling your service

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.

Contact us

Your contact details
Please enter your date of birth in dd/mm/yyyy format (eg 2nd March 1973 as 02/03/1973).
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