Using our Products

What can the alarm be used for?

Here are some examples of when you might need to use an alarm, especially if you cannot get to the phone:

  • If you are unwell
  • If you fall
  • If you are unable to get up
  • If you are unable to get out of a bath
  • If you are injured
  • If you have a fire
  • If there was an intruder in your property or garden
  • If you are a victim of domestic abuse
  • If you have a condition and your child needed to call for help

This is not an exhaustive list and we encourage you to use the alarm in any emergency situation when help is needed.

How is an alarm call made?

If help is needed you press either the pendant or the button on top of the alarm unit and this sends an alarm signal to the Lifeline monitoring centre.

There will be a bleeping sound and flashing lights on the unit to confirm the call is being sent and to reassure you.

Who answers an alarm call at the call centre?

Our service operates 24 hours a day, 365 days-a-year, so if you need help, we are only a press of a button away.

Calls are answered by a team of fully trained call handlers that have been fully vetted using enhanced Disclosure and Barring Service checks and Police vetting.

The system automatically identifies where the call has come from and personal details are accessed as soon as the call is received.

The microphone in the alarm system is sensitive so that in most instances you can be heard wherever you are in your home.

For your safety, security and for staff training all calls relating to our Lifeline service are recorded.

Responding to an alarm call

When an alarm has been activated, the Lifeline call handler will decide (where possible with you) the best course of action which can include calling the emergency services, out of hours medical service, a named contact, or maybe just discussing your situation with you and offering advice.

Our staff will do everything they can to get you the help you need, but please note they are not medically trained or qualified to give personal care or first aid advice. They cannot attend your premises and assist you themselves.

We will take your wishes into account at all times, but we must reserve the right to act against those wishes in certain circumstances, such as a serious concern for your health and safety. When we do this, we will fully explain the reasons for our decision. We will always endeavour to make the best decision for your own well-being.

What happens if we get no answer?

If you activate your alarm and we cannot make contact with you through the alarm, or by phone, we will call your named contacts and ask them to check you are well.

As your well-being is most important to us, if all other means of contacting you fail, we will call the emergency services, who may have to make a forced entry if a key is not available. A keysafe is a secure way of always ensuring the emergency services, your named contact or a family member is always able to access the property.

The response service

Whoever we contact, whether the emergency services, or your contacts, they will be responsible for assessing your situation and judging if additional help is needed, which our call handlers can assist with if required.