Customer Service FAQ

What is the situation:

No. 1

If you press the pendant by mistake?
Please let the call come through and tell the operator it was a mistake, we don't mind.

No. 2

If you have a Power cut?
The unit will send an automatic signal within 2 hours advising us your unit is without power. After receiving this signal we will call you between 9am and 8pm to check that you are aware of the power cut and are safe. Outside of these hours we will log the calls and contact you after 9am the next day. Don’t worry the unit will work in its back up battery for 36 hours.

No. 3

If the Telephone line is not working?
The unit will not work, so please use a neighbour's phone, or a mobile phone to tell us, as we have no other way of knowing.

No. 4

If you change your telephone provider?
Sometimes this can affect the alarm, you should let us know in advance of the name of the company you are planning to join, because we may need to reprogram your unit.

No. 5

If you forget to do any test calls?
We will write to you within 3 months, and then try to contact you by phone if we have had no reply. If we can't reach you by phone we may contact your key holders.

No. 6

If you go on Holiday?
Please inform us of the dates of your holiday in case there is a power cut and we need to call a key holder.

No. 7

If you lose your pendant?
Inform Customer Services and they will send you a replacement pendant for a small charge of £35.00. If you subsequently find and return the pendant, we will give you a full refund.

No. 8

If I have a faulty pendant or unit?
We aim to repair or replace equipment as soon as possible, please report any faults to Personal Care Customer Services 01364 651555.

No. 9

If you require a 2nd pendant for your spouse?
There is a one off charge for a second pendant of £35.00.

No. 10

If you would like to praise an operator or the service?
Please send your praise in by Post to our Customer Services Manager, or complete the questionnaire which we send to customers at regular intervals.

No. 11

If you want to connect a computer to your telephone line?
Please call us to discuss this prior to connection.

No. 12

If you are planning on getting Broadband installed?
It would be best to get a broadband filter fitted to the line, which the Broadband supplier should be able to provide you with. We can help if this is not the case. Please contact Customer Services 01364 651555.

No. 13

What rate are calls charged from the Aid Call unit?
Your telephone provider will charge you at the standard local rate for calls from your unit.

No. 14

If I no longer require the service?
Inform Personal Care Customer Services, on telephone 01364 651555

No. 15

What is expected of my Keyholders?
Keyholders will be called when:

• You press your button and ask for them.
• You press your button and do not confirm, either over the speech link or the telephone, that all is well.