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Your questions answered

What happens if I activate my alarm by mistake?

Simply wait until the alarm is answered by the operator and tell us you are okay. These error calls are useful to us as they tell us two things; firstly that the equipment is working correctly and, far more importantly, that our customers are okay. We get dozens of false alarm calls every day. It’s really no problem so don’t worry!

What happens if, in an emergency, I can’t talk to the operator?

Don’t panic. If the control operator cannot hear you, because you cannot speak, or because you are outside in the garden, the operator will immediately telephone your house. If you do not answer they will make the judgement that you are in need of help and respond accordingly.

How we respond might vary according to the notes in your file. For example, should we receive a ‘silent’ call from a person with a known heart condition, the operators initial response will be to call an ambulance and then a responder/key holder.

What happens if my key holders aren’t available?

In the event of an emergency Harborough Lifeline will contact the Emergency Services. If a forced entry is required you will be responsible for the cost of repairing any damage to the window or doors.

Obviously these costs can be very expensive and upsetting so we would recommend you have a key safe fitted or arrange an alternative, albeit temporary, key holder should your normal key holders be on holiday.

What do I do if I don’t have any responders or local key holders?

Don’t worry. Complete the application forms as normal and add a note under ‘supplementary information’ stating that you don’t have any local responders. In this instance we would strongly urge you to acquire a key safe so that the emergency services can get in to you without doing damage to the property. These can usually be purchased from hardware shops.

Are the lifelines easy to operate?

Yes. Once you’ve pressed your pendant you don't need to do anything else other than talk to the operator (if you are able to.) We open and close the call from our end. When lifeline has been set up we will provide clear guidance on how to use the system.

What do I need to get set up?

Our lifelines require the use of a standard, three-point mains socket and a phone socket. However, if we can install an IP ready alarm unit then we require a minimum standard, three-point mains socket only.

How long does it take to have a lifeline installed?

Fitting a lifeline is easy. There’s no drilling or re-wiring involved. A lifeline unit sits quite happily (and quietly) until you require it. Our lifelines are also very inconspicuous.

Our default position is to post the equipment out, however this is not always practical. If you require a visit from our team to set up the lifeline service you will need to inform us. Generally, we allow an hour for set-up. However, if we have all your paperwork beforehand, we can usually complete the process in 30 minutes.

Can I have more than one pendant?

Yes, we can programme multiple pendants to a lifeline unit although please note that there is an additional charge for this.

Are the pendants waterproof?

We use varying types of pendants and they are all water-resistant. However, we would advise against submerging them in water. You can wear your pendant in the shower.

If you accidentally drop your pendant in the washing up bowl or it goes through a washing machine cycle then always test it afterwards. Usually, the pendant will be fine – they’re very tough!

What is the range of the lifeline pendant?

Typically, the pendant will be effective in triggering the unit from any distance up to 60 metres. This usually means that you can rely on it working anywhere in your home.

When your Lifeline has been set up, multiple tests from different locations within your home will be required, including the furthest point in the garden. If your home has extensive grounds and there are areas which fall beyond the range of the pendant, we can discuss this with you during the set-up.

What if I don't have a landline phone?

Now that we are installing IP-ready alarm units the presence of an analogue phone line is no longer a necessity.

What if my analogue phone line is upgraded to a digital IP line?

Please let us know as soon as possible as we may need to replace your Lifeline equipment with an IP-ready unit. We have already commenced the process of rolling out IP alarm units to some of our clients.

How do I pay?

Once your Lifeline has been set up, we will ask you to complete a direct debit form (if you haven’t already done so.) This will be sent to the council’s finance department for processing. If you do not want to pay by direct debit, other payment options are available, and you can discuss this with a member of our team.

We don’t take any money from you when we fit the lifeline.

What is the Permission to Discuss Form?

Some customers feel happier knowing that a friend or relative can discuss, on their behalf, their Lifeline finances and Lifeline personal information if there are any changes in their circumstances, such as a change of phone number, key holder, medical condition etc. This is entirely optional, and we will only contact the nominated person if absolutely necessary.

How do I terminate my service?

If you wish to discontinue the service, please let us know promptly. The termination date for the contract and the last date that we charge for will be the date on which we cease monitoring. After the termination date we will be unable to respond to alarms. A Freepost envelope will be sent to your address to enable you to return the equipment quickly and safely.

What Benefits Can I Claim To Assist With The Charges?

You may be able to claim Attendance Allowance if you are aged 65 or over and have needed help looking after yourself for at least six months. If you are under 65, you may be able to claim Disability Living Allowance.