Frequently asked questions
Phone
Q - Does it matter if I'm not on BT. Can I be with another phone provider?
A - Your alarm will work with all phone service providers. Sometimes your service provider will give you a code to prefix your calls and this will be programmed into the alarm unit.
Q - What happens if I don't have a home phone line?
A - We can provide an alarm that uses a mobile phone sim card adaptor instead of a land line. You just have to keep the sim card topped up with call credit.
Q - How much do the calls from the alarm cost and will they show on my bill?
A - Calls from the alarm unit are charged by your network service provider at the same rate as all other calls whether local or national depending on the tariff you have selected.
Keyholders and contacts
Q - What happens if I have no keyholders?
A - We prefer all alarm users to have at least two local key holders or contacts who are able to assist and give access to your home in emergency. If this is not possible key safes can be purchased and fitted to your home so that if we need to call an ambulance they can get access to your property without having to force entry.
Q - Do you provide a keyholder service?
A - No. There is a night warden service available in West Berkshire provided by Social Services on a call out basis which is chargeable. Please ask us for an application form if you would like to subscribe to this service.
Payment
Q - Can I pay in cash?
A - Currently payment can be made in cash at our head office in Newbury. But this will be changing at the end of this year. In future, payment will need to be made by direct debit, standing order, cheque or by using TransCash at post offices.
Q - Can one pay at the post office?
A - Yes. TransCash payment can be made at Post Offices. But you will have to pay a transaction charge.
Q - Can I pay yearly and how much is that?
A - It is possible to pay annually for the cost of the alarm. The cost can be calculated by multiplying the weekly cost by 52 and adding VAT at the current rate of 20%.
Q - Do I have to pay VAT on my alarm charges?
A - Some people do not have to pay VAT under guidelines issued by Customs and Excise. Generally, people who are chronically sick or permanently disabled will not have to pay VAT on emergency alarm goods and services they receive.
Q - Is there an installation charge?
A - We do not charge an installation charge for fitting alarms. We will demonstrate the equipment for you free of charge.
Q - Is there a collection charge?
A - Yes. If you decide you no longer need the alarm you must return it to our Newbury office in person or by registered post. If you would like us to collect the alarm from you there will be a small £20 charge to cover costs.
How it works
Q - My relative is deaf. Can they still use the alarm?
A - Yes. We can fit a strobe light to the alarm so that when it has been activated the beacon will flash alerting the user.
Q - Is it possible to set up an alarm so that it calls my carer's home or mobile number first and then, if they are not available, the care centre?
A - Yes, the alarm can call any specified numbers in sequence and this information can be programmed in during installation.
Q - Can I buy the alarm and what happens if anything goes wrong?
A - It is possible to purchase alarm units from us with a one year warranty. Maintenance cover is also available after this period and we would arrange to have the unit sent off for repair and lend you a similar one until your unit is returned.
Q - Is it possible to have an alarm set up upstairs and one downstairs? How much would that cost?
A - It is not necessary to have two alarms in your home because at installation we will have checked that the pendant can send a call from anywhere within your home. If we cannot hear you speaking to us when a call comes in we will call you on your phone. If we do not get an answer we will call your key holders to check on your well-being.