What if I don’t have 2 or more key holders?
Although we do prefer there to be two keyholders to the property living within half an hour of your property, what we would recommend should this not be possible, would be the installation of a keysafe. These are stored on the outside of the property, holding a copy of the door keys, and can be opened with a combination code. We would hold the code in our system and if the necessity arose for us to summon the emergency services and the keyholders were a distance away or unable to attend, then the police/ambulance service could let themselves into the property. This avoids any instances of the emergency services having to break down the door to gain access. Should you require any more information on keysafes then please do not hesitate in contacting our Applications Team on 0808 100 2435.
What happens when I activate my alarm?
Once we have received an alarm call from you, our operator will try to speak to you through the two-way speaker that is on your unit. If they get no response from this method of trying to contact you then they will try and call on your landline telephone. Again if they get no response, or they are not assured that everything is alright, then they will go ahead and call the people that they have listed as your contacts until they have made contact and are assured that somebody is on their way round to your property to make sure that you are alright.
What if I activate my alarm by accident?
This is absolutely no problem, in fact we ask that you test your alarm at least once a month to ensure that everything is in working order. Once the operator has come through to speak to you on the two-way speaker on the unit, just inform them that everything is fine and that you are testing the unit. They will be happy to hear this and will closer the call down for you.
What if the Operator is unable to make contact with my listed keyholders?
If this is the case, then the operator will contact the Emergency Services and request that they attend your property to ensure that everything is alright.
What if I fall in the garden, will my alarm still activate?
Provided that you are within 25 metres or 82 feet of the unit, your pendant will activate the unit and a call will be out through to our Emergency Response Centre. Even if you are unable to communicate verbally with the Operator they will still know that there is a problem and go ahead and call your listed contacts or, if necessary, the emergency services.
Will somebody install the unit for me?
In order to keep our costs as low as possible, the units are posted out to new clients for self-installation. The unit is pre-programmed before it leaves us and is very simple to install, however if you do have problems with installing the units then an installation can be arranged although this may be subject to charges.
Once I have applied for a unit, how long will it take to be delivered?
Upon our receipt of your completed application form, we aim to have your new unit sent to you within the following working week.
Do I have to be assessed for my suitability to have a unit?
Aside from the Help the Aged assessment criteria for charitable funding, which is merely a matter of identifying or not you meet their criteria and signing a declaration, there is no other assessment involved in attaining a SeniorLink Eldercare Unit. They are available to anyone of any age.
What if there is a problem with my unit?
We have a dedicated Technical Support Team available to you over the phone that will endeavour to talk you through any technical difficulties you may have with the unit. If there is a fault with the equipment then we will either arrange for an engineer to visit your home to attend to the problem or alternatively send you a new unit through the post.
