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Careline

Our Careline service plays a key role in helping people to live independently and safely in their own homes. The service can provide vital reassurance to residents and their family and friends when they need it most. 

Careline Service Digital Switchover

Between now and 2027 most telephone providers will be moving their customers from old analogue landlines to new upgraded landline services using fibre technology. The upgrade will be delivered by the telecoms industry in a phased approach.

Our Careline service is now preparing for its own digital switchover by phasing out existing analogue alarms to new digital alarms, enabling us to offer a high quality service and peace of mind to our customers. 

From May 2025, we will only be supplying digital alarms to customers, however throughout this transition please note that current analogue alarms will continue to work as normal prior to switchover in January 2027.

What is a Careline?

Careline is an effective way of getting help through your landline telephone line quickly and efficiently 24 hours a day, 365 days a year. A small pendant is worn around the neck or on a wrist-strap. This is linked to a special unit - the Careline - which plugs into your telephone point with an adjacent 13amp electrical socket.

How does it work?

By pressing the pendant a signal is sent to the Careline, which will then dial automatically to the Control Room, which allows help to be called quickly in the event of a fall, accident or even if you are feeling unwell. Your pre-programmed personal details will come up on a computer screen and a fully-trained operator will be able to talk to you through a powerful speaker and listen to you through a sensitive microphone.

How will they help me?

The Control Room will quickly establish what assistance you require and contact the most appropriate person. This may be a family member, friend or emergency service. The Control Room Staff will stay on the line to reassure you until help arrives.

What is the cost?

Administration Charge at sign up of £49.20 (effective from 6th May 2025)

Rental Charges:

Monthly Rental

Inclusive of 1x Unit & 1x  Standard Pendant

 

Annual Rental

Inclusive of 1x Unit & 1x  Standard Pendant

 

 

£18.42+VAT*

 

 

 

£221+VAT*

Additional One-Off Charges:

A pendant for a second resident living at the same property

£49.00 +VAT*

A lost or damaged pendant

 

£49.00 +VAT*

Dynamic Falls Detector

 

£109.00 +VAT*

The monthly rental charge will include:

  • Hire of a Careline unit and  standard pendant. 

  • Maintenance and repair of the unit and pendant by contacting us  on 01453 766321 or by pressing your pendant. A member of the team will be in contact within 2 working days.

  • 24-hour, 7 day a week monitoring service from the Control room/monitoring centre 

Payments:

Charges are paid via either by:

  • Monthly direct debit 

  • Annual direct debit, pro rata for the remaining months of the financial year, then collected every April

*VAT is charged at 20% unless the customer is eligible for exemption on health grounds (please see below)

VAT Exemption

A VAT Exemption can be claimed if you are ‘chronically sick or disabled’ and the goods or services are for your own personal or domestic use. A family member or carer can complete this on your behalf if you wish.

You can find out more from the GOV.UK  or by telephoning the VAT Disabled Reliefs Helpline on Telephone: 0300 123 1073. HMRC staff cannot advise whether or not an individual is chronically sick or disabled.

If you feel you may qualify for an exemption please complete this form:

VAT Exemption

How to Apply

Please call us on 01453 766321 or email at careline@stroud.gov.uk and we will be happy to assist you.