The Telecare Alarm Service
We provide the Telecare alarm service for residents of our sheltered school in partnership with Invicta Telecare. The service aims to help you live independently in your own home, with the knowledge that help is on hand at the push of a button. Peace of mind 24 hours a day, 365 days a year.
How does it work?
The equipment we use is called a 'Lifeline', which works alongside your telephone and can be fitted anywhere where there is both a telephone point and electric wall socket. If you feel unwell, have a fall, or need assistance of any kind, you simply push the button on the 'Lifeline' or your pendant (which can be worn on your wrist or around your neck)
The unit automatically links you to the Invicta Call Centre. Even if you are unable to speak and ask for assistance, they will know you are calling and they can get help for you.
You can also test the equipment at any time to check it is working. The Invicta Call Centre will be pleased to help you, as they like to be sure it works effeciently.
Your Personal Information
When you join the service a Scheme Support Manager will complete a form with you. This gives us the information Invicta need if you call them.
They will need as much information as possible in the event of an emergency so you should make sure the details are accurate and sign the form in agreement. Incorrect information such as the wrong telephone number could delay a response, so make sure you tell us when anything changes. This could either be by telling Invicta direct or your Scheme Support Manager.
We update our records the same working day. We will not use information unless you agree to it and it will not be used for any other purpose. No information will be passed to another relevant organisation without first getting your permission.
Your Questions Answered
Will I have to pay for the service?
A small weekly payment, made as a part of your usual rent payment, will provide you with this service. If you are receiving Housing Benefit the service is FREE. Each quarter you will receive a statement of your account detailing the payments you have made.
Who shows me how to use the equipment?
When you first move into your property, or have a unit installed a Scheme Support Manager will show you what to do and stay with you whilst you make some test calls and gain your confidence. They will also check the equipment is in a safe place, for example;
- Leads are not trailing causing a hazard.
- You can hear properly
They will call again to check you are confident to use the equipment. If you are still unsure then they will come back and go through it with you again.
Who do I contact?
You will have received a Tenant Handbook explaining the general level of service you can expect and how to contact us. You can call us for assistance with your telecare service. A Scheme Support Manager will visit you if you need help.
How do you contact me?
A Scheme Support Manager will call you each week to check if you need any help. If things change for you or you need further advice, they will then visit you. They also make a home visit every month to make sure everything is ok.
How can I be sure the equipment is working?
The equipment is programmed to Invicta for a weekly check call. Every 6 months a contractor will check the equipment is working properly. If it needs replacing a new 'Lifeline' will be provided for you free of charge (unless it has been broken on purpose).
What happens if my equipment fails?
If the equipment does not work call us from your home phone immediately. Our contractor will treat any equipment breakdown as an emergency and respond within 2 hours. We run a 24 hour, 365 days a year equipment breakdown service.
Can I use the service if I don't live in a sheltered scheme?
We only provide the service to our sheltered tenants. However, if you do not live in a sheltered scheme but would like to use the service, please contact Invicta Telecare directly. You will have to pay a charge to them for using the service.
What if I want to complain about the service?
You can do this by speaking to your Scheme Support Manager or calling us.
We investigate every complaint as fully as possible.