Our Standards of Service

We promise:

  • To provide and install, a fully tested, programmed and functioning alarm unit (in the service user’s home, at a time and date of your convenience)
  • To maintain 24 hour, year round staffing by trained operatives of Lifeline Anytime Call Centre, in order to provide a continuous call monitoring and response service
  • To take immediate action in response to calls received, by contacting nominated relatives, carers and friends or the emergency services and other appropriate agencies
  • Where a fault develops which renders either the alarm or the pendant inoperative, we repair it or provide a replacement unit within 48 hours. All other faults will be attended to within 96 hours
  • To respond to 97.5% of alarm calls within 1 minute of receiving the call and 99% of calls within 3 minutes of receiving the call
  • To continue to invest in and develop the Lifeline Anytime and to strive to improve the quality of service for the benefit of present and future service users
  • To employ staff who are fully committed, competent and accountable for the level of service we offer
  • To encourage staff not only to match customer expectations, but also to exceed them
  • To respond to correspondence received within five working days. If we need more time to give you a full reply we will acknowledge your letter and give you the details of the person dealing with your enquiry
  • To make the Lifeline Anytime service available to those who need it and not discriminate against anyone on the grounds of age, disability, gender, pregnancy and maternity, race, religion or belief, sex or sexual orientation

Your rights and responsibilities

In order for us to be able to provide you with the peace of mind service you expect you have responsibilities to:

  • Not to be abusive to our staff. Our staff have the right to terminate any call that is threatening or abusive
  • To keep the equipment clean, dust free and in good working order and to routinely perform a monthly check of the equipment and carry out pendant tests.
  • Failure to keep the equipment clean may result in your alarm not working properly
  • To report any faults of the alarm unit and pendant to Lifeline Anytime
  • To return the alarm unit, pendant and cables to Lifeline Anytime when the service is no longer required
  • To ensure that all cables are correctly connected and power supplies are switched on
  • To notify Lifeline Anytime of any changes of circumstances, personal details or keyholder/contact details
  • To inform us of planned periods of absence

You also have the right to

  • Terminate the services within your 21 day cooling off period which commences from the date you signed the hire agreement. You will have the right to receive a full refund of any payments made for the service excluding installation costs if the equipment is already installed in the property
  • Privacy and confidentiality. Although we do have the right to share your information as necessary to ensure assistance is provided to you in emergency situations, or when there are welfare concerns as outlined in the GDPR, or where you have given consent to share.

Equalities Information

View Ashford Borough Council's Equalities Policies.

View the 2022 Lifeline Annual report [pdf] 1MB.