Careline frequently asked questions

Careline frequently asked questions

We've put together some frequently asked questions about the Careline service.

Please test your alarm every four to six weeks by placing a test call to Careline.

You don't need to do this if your alarm has been activated during that period – either accidentally or in an emergency.

Questions and answers about the Careline service

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Careline customers that need urgent help should activate their pendant or alarm base unit to speak to a Careline officer.

If you are concerned about a family member you can call Careline on 0300 303 3378 - phone lines are open 24 hours a day, seven days a week for emergency and response calls.

No, your alarm unit must be left plugged in and switched on 24 hours a day.

No, although the pendant is waterproof, it should not be immersed in water. 

Please ensure that you keep the pendant within reach in case you need help.

Please let us know if your key holders are going away so that we can make alternative arrangements.

If you would like to have a key safe fitted, we can provide you with details of a reputable contractor or you can choose your own company. 

Key safe numbers are secure and not given out to anyone except emergency services if access is necessary.

All of your personal information is kept secure under the Data Protection Act and would only be used in an emergency by the response team if you needed assistance.

Read our Careline and support privacy notice here.

Yes, please let us know if you're going away so we can amend our records and advise you about switching the unit off.

Please don't worry if your alarm goes off accidentally.

We do not mind receiving accidentally activated calls.

We don't advise wearing your pendant in bed as it may activate whilst you are sleeping.

This will result in you being woken by the phone if it is near by, or a visit from an officer or key holder if you do not hear the phone ringing.

Please remember to keep the pendant within easy reach when you are in bed and take it with you when you get up.

98.5% of calls will be answered within 60 seconds.

We aim to get to you within 20 minutes, although this may be affected by heavy traffic or bad weather, such as snow.

Need to know more?

Contact the Careline team and they will be happy to answer all your questions. 


TEC Quality Certified OrganisationOur Careline and response service has been independently accredited by TEC Quality.

This means that the service we provide you meets their standards for safety, care, ethics and quality. Find out more here.

Last updated on 05 April 2023