Frequently Asked Questions

How do I cancel my Subscription?

Just give us a call on 01404 515020 and one of our advisers will cancel your subscription. All we need is one month's notice and we'll do the rest.

How do I make payments?

We take payment by Direct Debit either monthly or annually. whichever you would prefer.

What is the minimum initial term?

The initial term is for three months. At the end of this time we will have a review and ensure you are happy to continue with your subscription. Should you wish to cancel we will suspend further payment collections and inform you in writing that we are stopping the service.

When is payment collected?

All direct debits have a start date of the 1st of the month and service commences from this date.

Do I need a telecare system?

Telecare systems normally provide you with a pendant or wriststrap so wherever you fall you are able to press the button to call for assistance however we have a direct number for you to call via a mobile phone if you would prefer. Please be aware that if you fall your phone may be out of reach which can cause a delay in raising the alarm.

Will you contact my family?

At our initial visit we will ask you who you would like us to contact in case of a fall and we will always adhere to your instructions. Our normal procedure is to call your next of kin first thing in the morning to keep them informed.

What if I am injured?

Our emergency responders are all first aid trained and will ask you some questions to confirm you are not injured. If there are any concerns we will immediately call your next of kin and an ambulance and wait with you until help arrives.

What happens if I have more call outs than my subscribed amount?

If you are falling regularly there is a concern that our service is not enough of a support for you and we will meet with you to discuss this as our priority is to keep you safe. If we are being called out in error there will be an additional charge of £15 per call out added to the following months direct debit. We will advise you in writing if we are going to add these charges onto your statement.