We connect personalised equipment to your home phone, and when you activate it in an emergency you can speak with staff in our control centre. If you are unable to talk, we will assume that you need help.

Our operators are on standby 24/7 and respond either by:

  • sending a mobile responder to your home,
  • alerting the emergency services,
  • contacting your doctor, relative or friend
  • offering advice, support and information.

A personalised profile on our system helps us quickly find the right help for you.

You will also receive regular wellbeing visits from mobile responders who can provide advice and support to service users.

How it works

We simply connect our Lifeline box to your existing phone line and offer a user-activated pendant (neck or wrist worn), or advanced fall detector wrist pendant. In case of emergency the pendant calls for help through the phone line and allows you to speak directly to our Control Operator. The pendant can be used inside or within a certain range outside your property.

What do I need?

You need to have a working telephone line. But if you don’t have a land line our call handling system can be programmed to your own mobile phone but please note telecare equipment is not available with this option.

The Lifeline box can also be connected to more advanced equipment, such as bed sensors, epilepsy sensors and heat detectors.

How much does it cost?

We currently offer three levels of service: a basic package, a standard service and an advanced telecare service.

Friends and Family

This is an inexpensive way to provide peace of mind to you and your family and friends.

  • Lifeline base unit
  • Lightweight pendant that can be worn around your neck or wrist.
  • Telephone review
  • 24-hour call monitoring to contact your nominated responders
  • *To qualify for this service, you will need at least two nominated friends and/or family members who live locally and are able to respond in an emergency at any time of day or night. On this service, our mobile responders do not respond.

Premium Response

Our standard service provides peace of mind for you, your carers and your family and friends. This service is perfect if you need more contact and support and includes a regular visit to test the equipment and ensure you are well.

  • Responders will provide first aid, help, guidance and support in the case of an emergency
  • Lifeline base unit
  • Lightweight pendant that can be worn around your neck or wrist
  • 1 x Smoke detector/Carbon Monoxide Detector/Bogus Caller button
  • Wellbeing visits and annual reviews
  • 24-hour, 365 days a year response should you require any assistance day or night.

Premium Plus

This package offers all the benefits of the Premium service but is ideal if you need more frequent or more complex support from our responders.

  • Responders will provide first aid, help, guidance and support in the case of an emergency
  • Lifeline base unit
  • Lightweight pendant that can be worn around your neck or wrist
  • Additional telecare equipment such as a fall detector, bed sensor, medication dispenser are provided on an assessed needs basis
  • Wellbeing visits and annual reviews
  • 24-hour, 365 days a year response should you require any assistance day or night.

If you’re ready to choose a package you can apply online and a member of our team will happy to help

Apply now

I had a couple of falls and my son was very worried about me. Having the response service means I know I can always get help if I need it and my family is less worried about me living alone at home”

Mrs S, Haxby, York
Is there more than one person in your house who would benefit from our service?

We can provide a second pendant or wrist falls detector for £14.00* per month or £4.00* for Friends&Family service level.

Our service (including installation charge) may be offered free of charge to residents living in the City of York Council area who are in receipt of Housing Benefit or Council Tax Benefit (reduction more than 25%).

*VAT exempt price. You may qualify for VAT exemption.

What is VAT exemption?

It allows chronically sick or disabled people to buy eligible items at 0% VAT rather than 20% VAT.

Who is eligible?

To be eligible for the VAT relief you have to fit the following criteria:

A person who is ‘chronically sick or disabled’:

  • With a physical or mental impairment which has long term and substantial adverse effect upon their ability to carry out everyday activities; with a condition which the medical profession treats as a chronic sickness; or
  • Who is terminally ill.

Note – it does not include frail elderly people who are otherwise able-bodied or those who are temporarily disabled or incapacitated, such as with a broken limb.

How do I apply?

To waive VAT on an eligible purchase, a simple declaration can be made at the point of ordering. We just need to know your name, address and nature of your disability. 

For more details on VAT exemption visit the government website

Apply online

Tell us how to contact you, and one of our team will be in touch within 24 hours to help you.

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