Telecare

Important information about the City Council’s Telecare service

There is a planned upcoming change to the provider of the telecare platform that supports the Telecare service provided by the city council.

Over the next month, the telecare platform will transition to a new provider, Chubb. This change is being made to ensure we can continue to deliver a reliable, effective, and high-quality service to all Telecare users.

What does this mean for you?

If you are a user of Telecare there will be no change to the service you receive. Your Telecare equipment will continue to operate as normal, and the existing response arrangements you have in place will remain unchanged.

The main difference is that, if the Emergency Services Unit (ESU) needs to contact you, your nominated contacts, or discuss matters relating to your Telecare service, calls will come from a new telephone number: 024 7527 8645.

As a user of Telecare we recommend that you make your family members and nominated contacts aware of this change and keep a record of this number alongside any existing contact details.

Do I need to do anything?

No action is required from you at this time. Your Telecare service will continue without interruption throughout the transition process. We will notify you once the transfer to the new provider has been completed.

Please do not test your equipment during this period. There is no need to do so, as any issues will be identified through our monitoring and reporting systems. Unnecessary test calls can divert resources away from customers who may require urgent assistance.

Should there be any further changes to contact numbers or other important information, we will communicate these to you separately.

We would like to thank Telecare users for their continued trust in our Telecare service and reassure you of our commitment to maintaining the high standard of support you receive.

The Telecare service is a more advanced type of community alarm, with a wide range of devices to support you in your own home. It aims to provide reassurance 24 hours a day to those living on their own or caring for vulnerable people.

Who could benefit from the service?

Telecare may be able to help you if you are:

• Worried about falling
• Recently discharged from hospital and requiring additional support and assistance at home
• Living alone
• Caring for someone that needs extra help
• Living with disabilities
• Living with a long term health condition, for example, dementia

Telecare can detect events such as:

• Serious falls
• Leaving the house and not returning
• Fire and smoke
• Flood
• Carbon Monoxide leaks