FAQs

What equipment do I need?

• alarm unit and pendant
• keysafe*
• keyholders - people you know who would be willing to be contacted if you needed any assistance
• an electric socket within two metres of a working BT or similar telephone line
• an agreement with us to monitor your alarm

* A keysafe is a secure and simple way to provide reliable access to your home anytime day or night.  It is attached securely and discreetly to an outside wall of your home.

We have lots of other sensors and detectors we can offer you depending on your needs and abilities.

What if I have more than one phone line?

If you have more than one phone in your property it may prevent the lifeline calling through for help if they are in use or left off the hook at the same time you press your alarm. A simple test can check if this is the case.

Remove the handset from the extension phone and wait for the dial tone to time out.  Then press your pendant and wait to see if the alarm unit calls through to our monitoring centre and is answered.

If it does not call through you require a safe socket.  This is a small connector that plugs into the extension telephone point enabling the lifeline to take control of the telephone line in the event of it being in use (or off the hook) at the time when your alarm is activated.

What if an ambulance is called and I cannot let then in?

We are able to fit a key safe outside your door.   A key safe is a secure and simple way to provide reliable access to your home anytime day or night.  It is attached securely and discreetly to an outside wall of your home and our operators will give the code to the ambulance crew when they arrive.

Or we can call your chosen key holders to meet the ambulance to let them in.

What do I do if I press my alarm by mistake?

This happens all the time and is not a problem.  Simply tell the operator when they respond that you pressed it by mistake.

Can I get my pendant wet?

Yes, your pendant is waterproof and can be worn in the shower, however wearing it in the bath should be avoided.  Whilst in the bathroom we advise you hang the pendant by the neck cord in a convenient place in case of an emergency.  A door handle is ideal as it will be low to the ground and within easy reach.

Should I wear my pendant in bed?

Its not advisable to wear your pendant in bed - its much better to keep it by your bedside within easy reach.  But if you prefer we can provide you with a wristband which can be safely worn in bed.

How do I test my pendant?

We ask everyone to test their pendant once a month.  Simply press your pendant and you will be connected to our telecare team.  They will speak to you via your alarm unit and ask if everything is OK.  Just tell them you are testing your pendant.  They will thank you and close the call down.  

By testing the pendant we can monitor the battery life and detect when it begins to get low.  Don't worry, it has about 6-8 months use left once it first indicates to us it is low.  This way we have plenty of time to arrange to either swap the pendant over for you if you are renting from us, or for you to buy a new one if its your own.

Will the lifeline interfere with my broadband?

You will need to fit a broadband filter on each phone that you have.