Telecare community alarm service - independence at the press of a button
What is Telecare?
Telecare is a service that can help to support people to continue to live independent lives in their own homes. It provides a 24 hour, 365 days a year emergency service. Whilst you will have you own reasons for choosing a Telecare, most Telecare users agree that having a Telecare has given them and/or their relatives.
- Improved peace of mind
- A feeling of greater security
- Reduced feelings of isolation
Who can apply for a Telecare?
Anyone can have a Telecare. The scheme is of particular benefit for people thought to be at risk for various reasons:
- Older people living alone or frequently left alone
- Ill Health
- Frailty
- Disability
Additionally Telecares can often be of benefit to people who may be exposed to, or suffer from, crime and/or the fear of crime through:
- Domestic violence
- Hate crimes
- Bogus callers
Other monitoring devices can also be provided to protect yourself or your home. Some of these include:
- Automatic smoke detector
- Fall detector
- Extreme temperature sensor
- Carbon monoxide detector
- Bogus callers panic button
How does it work?
An alarm unit is installed in your home. Using your existing telephone line an emergency call can be triggered to our Communication Centre by simply activating a button on the unit or a worn device like a pendant or wrist strap.
An operator at our Communications Centre is able to speak to you through the unit to find out what kind of help you need. They will contact a friend, relative or other local person named by you when you join the scheme. If you are unwell we will contact your GP.
In cases of emergency, ambulance, police or fire services can be sent right away. If necessary and dependent on the level of service offered, one of our officers may visit to provide additional support or simply to arrange access for the emergency services.
Emergency assistance available
The Communication Centre Officers (CCOs) have extensive experience in assisting people in varying emergency situations.
During installation, you will be asked for information concerning your medical details, the care you receive (if any) and your personal contacts. Should you require assistance in an emergency, we will refer to this information to enable us to make an informed decision about what action is required. This information is kept confidentially.
The officers tailor their actions to individual needs and situations, this is essential, as no two calls are the same. In an emergency we can offer assistance in getting visits from, and if required, give access to Emergency Doctors, Ambulance Crews, The Fire Service and the Police.
Charges
Telecare gives peace of mind to yourself and your family at a low cost, from just £4.37 per week.
A wider range of Telecare equipment is available tailored to your personal needs (subject to consultation.) Please contact us for details.
There are no extra charges for equipment or installation, only the weekly fee applies.
Some people may qualify for financial assistance. Please consult your benefits agency for further information.
Payment
Payment may be may by Direct Debit, Standing Order and All Pay Cards.
Our Service Standards
The Council is a member of TSA (Telecare Services Association). The Association is the representative body for the telecare industry within the UK. Their remit includes setting standards for professionalism, encouraging best practice and promoting a wider awareness of the telecare industry's role in meeting the real social needs of its users.
Further information about the TSA and alarm services generally can be found by visiting the TSA website.
We strive to provide the highest possible standards of service & service delivery to all our clients & service users. In meeting our service users needs we currently make the following promises.
- We will install your alarm within 5 working days of you or someone acting on your behalf contacting us confirming you wish to receive the service (providing telephone and electrical sockets are in place)
- If you write to us we will respond to you within 5 working days
- We will aim to answer 98.5% of all alarm calls with 60 seconds of their arrival at the communication centre
- All personal details will be recorded & stored safely and treated as strictly confidential.
- We will continue to provide the service level of your choice 24 hours a day every day of the year.
- If you are dissatisfied with any aspect of our service, you have the right to complain. You can do this by contacting the Communication Centre Manager either in writing or by telephone or email.
Telecare is also a member of the London Boroughs Telecare Services. This group monitors service standards & promotes good practice, benchmarking performance & developing joint development & marketing strategies that benefit members and users of London Telecare services.
Testing your alarm
We would ask that you test your alarm every 4 to 6 weeks by putting through a test call. You need not do this if your alarm has been activated during that period either accidentally or in an emergency.
Please contact the Centre immediately if you feel there may be a problem with your alarm.
Getting connected
To have the Telecare installed you will need:
- A modern telephone socket
- A modern 13 amp electrical socket that will take a three-pin plug, within 3 metres of your phone socket.
- Contact details of your responders or key holders. Customers may also provide us with keys to& their homes.
Service Manager
If you have a complaint or need to speak to the Service Manager you can do so either by phone or email
Telephone: 01708 756661 9am-5pm Monday to Friday
Email: claire.carter@havering.gov.uk
What is Supporting People?
Supporting People pays for the support service that your landlord, or someone who works for them, provides. The Supporting People programme was set up in 2003 to pay for support that helps people live independently in the community.
Further information can be obtained here Supporting People.