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Independent Living | Aid Call Customer Charter

Customer Charter

We pledge that our customer service staff will be:

  • Well trained and knowledgeable about all aspects of work and services regarding our product.
  • Courteous, efficient and approachable.
  • Always strive to give our customers courteous and helpful attention.
  • Available to assist our customers Monday to Friday 9am to 5.30pm
  • A decision maker will be available at all times.
  • We aim to give substantive replies to all written enquiries within ten working days.
  • We aim to resolve all complaints as quickly as possible.

We pledge that when contacting us by telephone you will be:

  • Answered as quickly as possible.
  • Told the name of the person who answers your call
  • Told the name of the department you are calling
  • If you are not speaking to the correct department you will be advised of the department you need and your call transferred.
  • If the person you wish to speak to is not available an alternative name will be given and you will have the option to have your call transferred.

We pledge that if we need to call the emergency services on your behalf:

  • We will only do this when the situation or our procedures dictate, and always with your best interests at heart.
  • We may on occasion over rule your wishes if we believe not to do so would jeopardise your health or safety, operators will always make clear the reasons for doing so. i.e.; you may have fallen and hurt yourself but decline ambulance attendance the operator will on occasion if they feel it is necessary continue to follow their procedure for ambulance call out.

If the emergency services are required to make a forced entry to your property:

  • If we are unable to contact key holders or provide a key safe code to the emergency services any costs incurred are your responsibility for securing and repairing your property after such an event.
  • We will take responsibility for any costs incurred by the forced entry resulting from the testing of a new customers alarm in a nearby location.

Our Performance

Company Values

Personal alarm service there when you need us most

For older people or those in poor health living alone, the concern is who comes when you need help? With a personal alarm service, that worry is taken away, with a 24 hour, 7 day a week service that responds instantly to any call for help.

Personal alarms are small, lightweight alarms that connect to a base unit next to your phone. In the event of an emergency, the alarm (often worn as either a pendant or a wristband) activates an emergency call to an operator via the base unit. Within minutes, our operators can direct a relative, friend, neighbour or even the emergency services to your home, giving you the peace of mind that someone will respond when you call for help.

A personal alarm service is always there for you, day or night. Unobtrusive, comfortable and reassuring, a personal alarm service is designed to help you maintain an independent lifestyle, no matter what your disability or age. But they're not just used for medical emergencies - a personal alarm service can also give your loved ones reassurance that your personal safety is being monitored every day. In the event of an emergency, our operators can notify the emergency services that a distress call has been sent out and, because our alarms are designed to help those who are vulnerable and living alone, an immediate response is guaranteed.

A personal alarm service is quick and easy to install, either by a family member, friend, yourself or a professional engineer. The alarm itself is at the cutting edge of technology, using a wireless radio signal to communicate with the base unit. This allows you to move freely around the house or garden, yet still have the reassurance that your alarm will notify our operators should you need it. If you would like more information on how a personal alarm service could help you to maintain your independence, contact us now or browse our website for further details.