Careline
Our Careline service plays a key role in helping vulnerable people or/and older 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 March 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.
The cost for the service
The cost will include:
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Hire of a Careline unit and pendant.
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Maintenance and repair of the unit and pendant, within 24 hours, 7 days per week by contacting us on 01453 766321 or by pressing your pendant.
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24-hour, 7 day a week monitoring service from the Control room/monitoring centre
A careline can be rented from us at a fixed price set out below.
The line rental costs for the service:
| Price per month until March 2025 | Price per month from April 2025 |
| £18.00+ VAT* | £18.42+ VAT* |
- If a second resident requires a pendant, line rental remains the same, however there would be an additional one of charge off £59.00+ VAT for an extra pendant
- Replacement pendants are a one off charge of £59.00+ VAT
- iVi intelligent pendants that can detect most types of falls are available for a one of charge of £110.00+ VAT
*prices are subject to an annual increase of which you would be notified in advance in writing
Payments:
- Charges are paid via either a monthly direct debit or annual direct debit
- 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:
How to Apply
The quickest and easiest way to apply is to download and complete an application form and submit it to careline@stroud.gov.uk. One of our team will then be in contact to arrange installation and answer any questions you may have.
Alternatively, you can call us on 01453 766321 and we will be happy to assist you.