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Frequently Asked Questions

Frequently Asked Questions

Find the answer to your query by clicking on one of the frequently asked questions below. If your question is not answered here, why not contact us? Our team of expert advisors will be happy to help.

What happens when the Telecare alarm is activated? Expand

When the Telecare personal alarm is activated, a member of our monitoring centre responds almost immediately.

They then attempt to make contact with the alarm user using the base unit and their landline telephone.

Depending on the situation, the Telecare operative then arranges the necessary help in the form of family, neighbours, carers or the emergency services.

What happens if I lose my Telecare pendant? Expand

This is one of our most frequently asked questions. There is no need to worry. If the Telecare pendant is lost, we can arrange a replacement for a small charge. Simply call us on 0800 635 7000 to arrange this.

How quickly can a Telecare alarm be set up? Expand

Providing that the user’s details are quickly completed online, we can have an alarm up and running the very next day after it is ordered. The user can start using their Telecare pendant within 12 hours after we receive the forms.

How is the Telecare personal alarm installed? Expand

The Telecare alarm can be installed very quickly and easily by the user themselves or a willing friend, family member or neighbour. The Telecare alarm simply needs to be connected to the telephone socket and mains power. It comes with full instructions and if you do need any assistance we are more than happy to help over the phone.

What is a keysafe and why do I need one? Expand

A keysafe is a small metal box, which contains a set of keys, and is fixed onto the outside of your property. The keysafe is programmed with a passcode (chosen by you) and when this passcode is entered, the box opens allowing access to the keys inside.

Having a keysafe installed gives an extra layer of security by allowing emergency contacts and paramedics access to your property if you need urgent assistance. In the event of you pressing your Telecare pendant and needing emergency services, our monitoring centre will pass your code to the paramedics who will then gain access to your property with no delay.

What happens if I can’t talk to the monitoring centre? Expand

Our monitoring centre will quickly realise that you are unable to speak to them and will go on to contact one of your nominated contacts and ask them to attend.

What is the home / away button? Expand

By pressing the yellow home/away button you are letting the monitoring centre know that you are not at home. Pressing it again will tell them that you are at home again.

Telecare personal alarm users should feel free to ignore this function if they would rather not use it.

Will my alarm work if there is a power cut? Expand

Yes, as long as your phone line is working, your Telecare personal alarm's battery will last up to 48 hours without power.

How can I refer a patient or client? Expand

You can easily refer a patient or client to us by using the online referrals form available here, or by calling us on 0800 635 7000.

How many contacts do I need to have? Expand

We recommend that you have as many emergency contacts as possible, up to a maximum of 5.

If you have 2 or less contacts, we recommend that you install a keysafe.

Can I order a second Telecare pendant? Expand

A second Telecare pendant is perfect in situations where two vulnerable, elderly or disabled people are living together. A second Telecare pendant means that both users can share the same alarm base unit, avoiding the cost of having two Telecare personal alarms.

A second pendant can also be useful for clients who would like a spare. This can give extra peace of mind, and also allows one pendant to remain in a single place (often next to the bed) so that it is always available.

Do I need to test my Telecare pendant? Expand

We advise that a Telecare pendant is tested at least once a month. This can be done by pressing the red button on the pendant and letting the monitoring centre know that you are testing when they answer.

What is the minimum initial term? Expand

The minimum initial term for a Telecare personal alarm is three months.

What happens if I accidentally activate the alarm? Expand

This is one of the most frequently asked questions we receive. False alarms are never a problem for our monitoring centre. You will simply need to inform the monitoring centre over the loudspeaker on your Telecare alarm unit that the alarm was pressed by accident. They will then close down the line once they are reassured that you are safe.

What is your cancellation policy? Expand

You can cancel your alarm at any time. Simply call us on 0800 635 7000 and we will talk you through the cancellation process.

What happens if my Telecare personal alarm develops a fault? Expand

Faults are rare but Telecare Choice will resolve any problems you may have with your personal alarm. If your alarm is faulty, we will replace it as soon as possible, usually within 24 hours.

Find the answer to your query by clicking on one of the frequently asked questions below. If your question is not answered here, why not contact us? Our team of expert advisors will be happy to help.

What happens when the Telecare alarm is activated? Expand

When the Telecare personal alarm is activated, a member of our monitoring centre responds almost immediately.

They then attempt to make contact with the alarm user using the base unit and their landline telephone.

Depending on the situation, the Telecare operative then arranges the necessary help in the form of family, neighbours, carers or the emergency services.

What happens if I lose my Telecare pendant? Expand

This is one of our most frequently asked questions. There is no need to worry. If the Telecare pendant is lost, we can arrange a replacement for a small charge. Simply call us on 0800 635 7000 to arrange this.

How quickly can a Telecare alarm be set up? Expand

Providing that the user’s details are quickly completed online, we can have an alarm up and running the very next day after it is ordered. The user can start using their Telecare pendant within 12 hours after we receive the forms.

How is the Telecare personal alarm installed? Expand

The Telecare alarm can be installed very quickly and easily by the user themselves or a willing friend, family member or neighbour. The Telecare alarm simply needs to be connected to the telephone socket and mains power. It comes with full instructions and if you do need any assistance we are more than happy to help over the phone.

What is a keysafe and why do I need one? Expand

A keysafe is a small metal box, which contains a set of keys, and is fixed onto the outside of your property. The keysafe is programmed with a passcode (chosen by you) and when this passcode is entered, the box opens allowing access to the keys inside.

Having a keysafe installed gives an extra layer of security by allowing emergency contacts and paramedics access to your property if you need urgent assistance. In the event of you pressing your Telecare pendant and needing emergency services, our monitoring centre will pass your code to the paramedics who will then gain access to your property with no delay.

What happens if I can’t talk to the monitoring centre? Expand

Our monitoring centre will quickly realise that you are unable to speak to them and will go on to contact one of your nominated contacts and ask them to attend.

What is the home / away button? Expand

By pressing the yellow home/away button you are letting the monitoring centre know that you are not at home. Pressing it again will tell them that you are at home again.

Telecare personal alarm users should feel free to ignore this function if they would rather not use it.

Will my alarm work if there is a power cut? Expand

Yes, as long as your phone line is working, your Telecare personal alarm's battery will last up to 48 hours without power.

How can I refer a patient or client? Expand

You can easily refer a patient or client to us by using the online referrals form available here, or by calling us on 0800 635 7000.

How many contacts do I need to have? Expand

We recommend that you have as many contacts as possible, up to a maximum of 5.

If you have 2 or less contacts, we recommend that you install a keysafe.

Can I order a second Telecare pendant? Expand

A second Telecare pendant is perfect in situations where two vulnerable, elderly or disabled people are living together. A second Telecare pendant means that both users can share the same alarm base unit, avoiding the cost of having two Telecare personal alarms.

A second pendant can also be useful for clients who would like a spare. This can give extra peace of mind, and also allows one pendant to remain in a single place (often next to the bed) so that it is always available.

Do I need to test my Telecare pendant? Expand

We advise that a Telecare pendant is tested at least once a month. This can be done by pressing the red button on the pendant and letting the monitoring centre know that you are testing when they answer.

What is the minimum initial term? Expand

The minimum initial term for a Telecare personal alarm is two months.

What happens if I accidentally activate the alarm? Expand

This is one of the most frequently asked questions we receive. False alarms are never a problem for our monitoring centre. You will simply need to inform the monitoring centre over the loudspeaker on your Telecare alarm unit that the alarm was pressed by accident. They will then close down the line once they are reassured that you are safe.

What is your cancellation policy? Expand

You can cancel your alarm at any time. Simply call us on 0800 635 7000 and we will talk you through the cancellation process.

What happens if my Telecare personal alarm develops a fault? Expand

Faults are rare but Telecare Choice will resolve any problems you may have with your personal alarm. If your alarm is faulty, we will replace it as soon as possible, usually within 24 hours.

Pricing Plans

Telecare Choice offer two simple price plans to ensure that you can get your personal alarm up and running as soon as possible.

Of course, both of our price plans come with free 24-hour delivery so that you can have your new alarm and pendant installed sooner, rather than later.

Once installed the alarm user will be covered by our 24-hour Monitoring Team. Should they need help, day or night, all they need to do is simply push the Telecare pendant and a member of the team will respond within seconds.

The Monitoring Team will then take appropriate action to ensure the user gets help - whether this is contacting a relative or the emergency services. Ensure help can gain access to the property with a Keysafe.

Yearly

£124 per year
  • Save £20
  • Best value long term. One annual payment
  • Choose this option for the best available price for your telecare alarm
  • Setup fee £39.00
  • 24/7 Monitoring
  • 1 Year Initial Term
Order Yearly

Monthly

£12 per month
  • Low up front cost followed by monthly payments
  • Choose this option for the benefits of a telecare alarm with the cost spread over manageable monthly payments
  • Setup fee £39.00
  • 24/7 Monitoring
  • 3 Month Initial Term
Order Monthly

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