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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?

Don’t worry. In the event of an emergency Harborough Lifeline will contact the Police who will force entry in to your property. 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.

Are the lifelines easy to operate?

Yes. Once you’ve pressed your pendant you needn’t do anything else other than talk to the operator (if you are able to.) We open and close the call from our end. When we install your lifeline 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. Ideally these should be fairly close together. If you only have one phone socket, don’t worry. We can provide a junction box which will enable us to run our equipment alongside the existing setup.

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 plugs straight in to the mains and phone sockets and sits quite happily (and quietly) until you require it. Our lifelines are also very inconspicuous.

Generally we allow an hour for demonstration and installation. 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 pendant and they’re all very hardy and will usually cope with a bit of water. However, we would advise against wearing pendants in the bath or submersing them in water.

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 75 metres. This usually means that you can rely on it working anywhere in your home.

When our installer fits the lifeline they will do multiple tests from different locations in your home. They will also test from 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 installation.

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 fitted and demonstrated the installer will require 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.

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

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.