Careline is committed to keeping in touch with our customers, and acting on their feedback.
Please see below for some of the comments returned on our customer surveys, and from feedback cards left after we have demonstrated or installed alarms in our clients' homes.
The prompt and professional help I received and the continuing reasurrance I now have mean I continually recommend the service to anyone in need.
Accidently pressed a couple of times which was dealt with by your call centre excellently.
Always dealt with excellently - police came out one time and they were great.
Wonderful - gives me confidence.
You are constantly in touch and willing to help in any way.
Service is excellent. I felt very safe and at ease when my alarm was installed. Thank you.
I think the service is first class and I am very grateful to be in it.
The operator was first class. Very understanding and very helpful.
Mrs S, Ufton Nervet
I was very satisfied with the help I received in providing help for my Mother - thank you
Mrs JW, Newbury
The whole service was trouble free and all stages were dealt with brilliantly! Top marks!
Miss KW, Upper Bucklebury
The two ladies were very comfortable to talk to and made me feel at ease - they deserve a gold star!
Miss MD, Theale
Thankyou so much for such prompt and efficient service - less than 24 hours from initial call to installation!
Mrs PD, Lambourn
Our housing association customers
Since Sovereign Careline took over the out-of-hours emergency response service for Kingfisher residents living in sheltered accommodation and those that live in general needs accommodation with a dispersed alarm unit, they have responded to numerous alarm calls. Some are re-assurance calls and some emergency calls where they have contacted Communicare Mobile out -of-hours response team to attend and the emergency services.
In order for Sovereign to respond to every eventuality, they have been patient and courteous to elderly and vulnerable residents, details of these calls are then methodically recorded and passed to sheltered scheme managers when they next come on duty.
They provide a very valuable service with an efficient and effective approach.
Becca Bates, Senior Housing Management Officer at Kingfisher Housing Association
The Vale Housing Association in South West Oxfordshire have been using Sovereign care centre since April 2006.
The care centre monitors both the Vale Housing Association's tenants’ alarms and private customers located in and around the Vale of White Horse district area of South West Oxfordshire.
In total there are over 1500 connections being monitored 24 hours a day, every day of the year. The response centre receives over 2000 calls a year from the Vale Housing Association's tenants and clients.
Calls to the centre can vary from real emergencies requiring the attendance of the emergency services to requests for a cup of tea! Sadly, the control staff cannot help with the cups of tea but for real emergencies there is a fast and proper response.
Roger Bartlett, Deputy Specialist Services Manager, responsible for the Vale Housing alarm system says: "‘since transferring to Sovereign Care centre we have been impressed by the staff’s professionalism.
For many users who operate their system in an emergency, the calm and caring response of the operator is both reassuring and informative, especially when clients know help is on the way. I have always found the staff to be friendly, caring and approachable. Answering calls in the response centre can be difficult and stressful so it’s reassuring for our association to know that the response centre staff are of the highest calibre. We look forward to working with the Sovereign care centre for many years to come".
Vale Housing Association