Frequently Asked Questions

Below we have listed all FAQs about our Lifeline / Pendant alarm Service. If your query is not covered, please CONTACT US.

Lifeline terminology – what does it all mean? 

A Lifeline Alarm Service is also known by the name of Community Alarm, Pendant Alarm System, Personal Alarm and Telecare Service. They all consist of the same thing, a ‘home unit’ plugged in by your telephone and an ’emergency button’ worn around the neck (hence Pendant Alarm) or on the wrist. This red button activates the unit and makes a call to the Call Centre where the Call Handler responds to you. Further ‘Telecare’ or Assistive Technology can be linked to the Lifeline. 

Will the Lifeline interfere with my broadband?

No, the Lifeline plugs into the phone socket, through the DSL filter if you have one in place, and both your broadband and your phone line are unaffected.

 I don’t have a spare phone socket, does this matter?

No, the lifeline unit plugs into the telephone socket, preferably the main one, and the existing phone cable plugs into the back of the lifeline. They effectively share the same socket.

 Will the Pendant Alarm Button work if I am outside in the garden?

Yes, normally the range of the Alarm Button (50 yards plus) will cover the whole of your property. If we are not sure, we can do a ‘walk test’ when we install the lifeline and establish the range from your house.

Will the Pendant Alarm Button work if I go to the shops?

No, the  Pendant Alarm Button will work in your home and garden. When you are out and about there are usually other people around who will see you.

 What happens if you can’t hear me through the Lifeline?

When you press your emergency button we will speak from the unit. If we get no reply, perhaps you are out of speech range in the garden or garage, we will firstly call your telephone. When there is no reply to that we will phone the first contact on your list and ask them to go round to your house. If they are unavailable, we will try your second contact, or third etc. Even without speaking to the unit we know you have pressed your button and will get somebody to come round and see what the situation is.

 What happens if I press the Pendant Alarm Button accidently?

If you manage to press the Pendant Alarm Button accidently then just wait for us to respond and let us know. We ask you to test your button every month anyway, so this will just count as one of your test calls. However, the indented shape of the button ensures it is not easily activated by accident, so do not worry as rarely occurs.

 Is the Pendant Alarm Button water-proof?

The button is shower-proof and can be worn in the shower. Or can be left on the edge of the bath and if it falls in, just fish it back out again and it will continue working.

 What happens if the phone is accidently left off the hook, will the alarm still work?

If the Lifeline is plugged into the main BT phone socket then it will override the phone if the alarm is pressed, even if it has been left off the hook, and make the call to us through the lifeline.

 Is there a battery in the Pendant Alarm Button? What happens if it runs out?

Yes, there is a battery in the emergency button you wear that last for approximately 5 years. When the battery power gets low the button sends a signal to the lifeline unit which is picked up by our computer and we arrange to replace the button before it runs out.

 What happens if I have a power-cut?

The lifeline alarm continues to work. It switches over to the back-up battery inside the unit which will last for up to 36 hours and will beep / give message to alert you to this. When the power comes back on the lifeline reverts back to using the mains power.

 Can the Call Centre listen in to my phone conversations?

No, a call is made through to us only when you activate the unit by pressing your button. At the end of the conversation the unit is closed down.

 The Lifeline makes a noise when my phone rings, can you stop it?

Yes, there is a ringer on the alarm unit, it rings when your phone rings to aid the hard-of-hearing to know when their telephone is ringing. If you do not require this feature, it is simply turned off by a switch on the back.

 How do I pay for the Lifeline?

There is an installation fee of £40 and a weekly charge of £3.70, which can be paid monthly by Direct Debit at £16.03 per month and the installation fee of £40 will be added to the first payment (excluding VAT).

 Who can be a Contact for me?

Anyone who lives nearby and has one of your keys, or knows the code to your keysafe. This may be neighbours, friends or members of your family. We ask for a minimum of two contacts, in case one is on holiday for example, but there is no maximum number. For each contact we can take home, work and mobile phone numbers.

 Is there a cost for a second Pendant?

Yes, we can provide a second Pendant Alarm Button for just 65p a week (excluding VAT), which can be linked to the same lifeline.

 Can I choose between wearing the Alarm Button on my wrist of around my neck?

Yes, we have both options with us when we come to install the lifeline and you can make your choice then.