Frequently asked questions
What is the range that the alarm covers from its base unit?
We offer two types of personal alarms. Both have a typical range of 70 metres. However, the range of the Lifeline Vi personal alarm can be extended to 150 metres using a Cair Pendant Alarm and the range of the Neo personal alarm can be extended to around 2.4 kilometres (depending on the environment) using a Repo+ range extender. This gives peace of mind to those with big gardens or allotments by being able to call for help if need be.
Why do I need to give the names of two people as contact persons?
If you call for non-emergency help our call centre will contact your contact persons to arrange help for you. The operator who answers your call will do an assessment through speaking to you over the loud speaker on the unit and if it appears you need urgent help, emergency services will be contacted immediately. Your contact persons will also receive a call to inform them of your situation. This is part of our procedures unless you tell us now to do otherwise when the situation arises.
How far do my contact persons need to be from me?
The closer the better. It is not advisable to give the names of people who live further than 15 miles from you.
Do I need a key safe?
If an incident occurs, you may not be able to open the door to those who are called to help you. Therefore, it is absolutely essential to ensure easy access to your property for helpers. You can leave extra keys with your contact persons. It is also important to think about the time when your contact persons are away or on holiday. We have arranged a partnership with Supra, a leading manufacturer of key safes.
What if I press my pendant but the operator can't hear me?
The operator will contact you on your telephone. If that attempt is unsuccessful, your contact persons will be informed. If none of your contacts are available, the call centre will contact emergency service at their discretion to ensure your safety.
What if I press my pendant accidentally?
We are here to help. So there is no need to worry if you press your pendant accidentally. An operator will speak to you anyway to ensure that it wasn't a genuine call for help, and will cancel the call.
Do I need to press my pendant from time to time, even though I may not need help?
We recommend you do so at least once a month. Just tell the operator that you are testing the device. This is to ensure the pendant battery hasn't gone flat.
What if there is a power cut?
Our personal alarm for the elderly and disabled will make the resident aware if their mains electricity is off or if the power lead has been accidentally unplugged. The front light will flash amber and the unit will announce "please check your mains supply". The message will repeat 3 times every 4 hours until the mains power is restored. To silence the message, press the Green O button on the unit. The personal alarm will continue to operate on its back-up batteries for up to 24 hours. Additionally, our nominated call centre will be informed of power cuts so you will get a call from the call centre. We will also inform your contact persons about the power cut if you ask us to do so.
What if my telephone line is down?
Our personal alarm for the elderly and disabled works using your landline; it will not operate if the landline is not working. However, the unit will make the resident aware if their telephone line has a fault or if the telecom lead has been accidentally unplugged. The front light will flash amber and the personal alarm will announce: "please check your telephone line". The message will repeat 3 times every 4 hours until the telephone line is restored. To silence the message and prevent it repeating again, press the Green O button. In such circumstances, we recommend you inform your telephone provider as soon as possible.
Would you be able to pick up signals from my house automatically without me pressing my pendant?
This is possible if you have other devices linked to your personal alarm unit. For example, our smoke detector sends a signal to the call centre automatically without your having to press your pendant button. The smoke detector can be provided at an extra cost.
Is your nominated call centre 24/7?
Yes, your calls will be handled 24 hours per day seven days per week.
What if I am not happy about some aspects of your service?
Please call us on 01296 320 013
to discuss this further. If you prefer to write to us or send us an email. Our contact details can be found here
. Emails will be acknowledged immediately. We acknowledge your letter within 72 hours of its receipt. Your complaint will be dealt with immediately and we will write to you with an answer within two weeks.
What if I want to end the agreement earlier than the contract period?
Please call us on 01296 320 013. Alternatively you can write to us or send an email. Our contact details can be found here.
If you purchase or rent the devices, you can end your agreement at any time within the initial 12 month period by giving us three months' notice.
After the initial 12 month agreement (rental or outright purchase), you can cancel your contract at any time by giving us three weeks' notice.
Who owns the devices?
If you purchase the unit outright, you own it. If you rent the unit, Care Harmony Solutions Ltd owns the device.
How long will it take for you to install my device?
After we receive your order and initial payment, you will be set up with our nominated call centre to ensure help is arranged in the most efficient way when required. Then, a technician will call you to arrange an appointment for installation. This will happen within 5 working days of our receiving your order.
Why do you recommend a third person to be present when your technician visits me?
It is advisable to have a relative or a friend, preferably one of your nominated contact people, also present so our technician can explain everything to you and them. It is an opportunity for them to ask questions regarding how the system works and what we will do at the time of non-emergency and emergency calls for help.
How does your postal delivery service work?
Our technicians will program the device with a unique ID number identifiable to our nominated call centre and set up the personal alarm unit with your personal details. The unit is ready to be plugged in when it is received via our secure delivery service. You will receive simple pictorial instructions with the system and all wires are colour-coded. Moreover, we will call you once you receive the device to make sure it is working as expected. We have a next day delivery service at no extra cost.
What do I need to do when I receive the device through the post?
Just follow our easy-to-follow instructions that come with the device.
What if two people who live together both need to use the unit?
There will be no extra ongoing cost. However, you need to order an extra pendant from us.
I am exempt from paying VAT. What do I need to do?
Before paying for your purchase, our online order form will ask you whether you are eligible for VAT relief. Please tick the appropriate box to confirm your eligibility, and the total cost of your purchase will be amended accordingly.
Please note, however, that some products may not be eligible for VAT relief.
Why do I need to say if I have a broadband connection?
Some broadband providers use low quality ADSL adapter filters that may cause problems when linking the base unit to your landline. This only happens very occasionally. Therefore, we recommend the use of a high quality adapter filter that can be purchased either from local shops or directly from us at a cost of £8.00.
What if I am not happy with your personal alarms?
We have great faith in our personal alarm and 24/7 careline. If, for any reason, you are not happy with your purchase, you can cancel it within 30 days of receiving your personal alarm. We'll refund you in full. After a cooling off period, you can cancel your service at any time within the initial 12 months by giving us 3 months' notice. If the device has been provided to you free of charge, it needs to be returned in good working condition. After the initial 12 months, you can cancel your service at any time by giving us three weeks' notice.
What are the other names for a Personal Alarm?
A Personal alarm is also called emergency panic button, personal alarm for seniors, community alarm system, safety alarm for elderly, SOS button and elderly personal alarm.
Are your personal alarms and telecare sensors compatible with Pacemakers, Implantable Cardioverter Defibrillators (ICDs) and Heart Failure Devices?
All personal alarms and telecare sensors we provide are designed to meet a specific level of electromagnetic radiation, and the approach taken with compatibility is to ensure that all Telecare products shall not emit more than the defined level of electromagnetic radiation, whilst a compatible secondary device should not be susceptible to electromagnetic radiation below specified levels.
Pacemakers and other medical devices should be manufactured such that they can withstand Electromagnetic Interferences (EMI) in accordance with their associated mandatory European directives and regulations.
These standards vary by product type and users need to check details with the respective medical suppliers. It is mandatory that social alarms and Telecare products conform to the European Electromagnetic Compatibility directive (89/336/EEC), which requires compliance with the following standards:
- Emissions EN55022 - this defines limits and methods of measurement of radio disturbance characteristics of information technology equipment
- Mains Harmonics EN61000-3-2 - EMC limits for harmonic current emissions
- Immunity - EN50130-4 - Immunity requirements for Fire, Intruder and Social Alarm Systems (mandatory for equipment manufactured after December 2000)
- Radio EMC - EN300 220 \'Electromagnetic Compatibility and Radio Spectrum Matters for Short-Range Devices\' SRD\'s, This standard defines the EMC requirements for the low-power radio systems used in social alarms
- ETS 301 489-3 - EMC standard for short range devices (SRD) operating on frequencies between 9 kHz and 40 GHz
We confirm that the devices we provide fully conform to these mandatory standards.
Users should also request confirmation from medical device suppliers that the product is manufactured to the appropriate Electromagnetic Compatibility standards relevant to that product.