Frequently Asked Questions

If you've got any questions about Carecall or any of our services, please check our frequently asked questions below. If you can't find the answer that you're looking for, please contact us.

Our Equipment

Carecall's unit is connected to a standard BT socket and power point in your home. The unit has an inbuilt microphone and a powerful loud speaker enables you to be heard at a distance.
Once the equipment is installed in your home, you will be taken through the instructions until you fully understand how it works. You will be given a pendant to wear around your neck. By pressing the alarm button on the unit or the pendant, your personal code is instantly recognised by the Telemonitoring Centre’s computer and a two way speech link is set up with the Centre.
We would recommend that your unit is plugged in at all times. Please contact Carecall if you need to turn your unit off for a period of time.
No. Your pendant is designed to work inside your home and in the immediate vicinity. Your installer will test the pendant from your garden to check that it works from there.
Yes. You can clean your unit with a soft cloth. This can be slightly moistened if required but please remember you are dealing with electrical equipment.
We recommend that you test your pendant at least once each month. This ensures that your system is working properly and helps prolong the life of the battery.
No. If you move the equipment we cannot guarantee it will work correctly afterwards. If you need to move the equipment please contact us and we will be happy to assist.
This depends on the replacement. Carecall charges for lost pendants and telecare equipment. Faulty equipment is replaced free of charge providing it has not been damaged deliberately.
Yes. The pendant is waterproof.
Your system has been fitted and programmed to take priority over all other systems that may try to use your telephone line. If you have broadband we will have installed the necessary filters to ensure it works correctly. If you decide to take broadband or change supplier please let us know so that we can ensure that your system continues to work correctly.
If you change telephone provider please let us know straight away. We will visit to ensure that there are no disruptions to your service.
You will need to post it back to Carecall and we will repair it for you and send it back to you.


We arrive at over 90% of our emergency call outs within 45 minutes. We attend the remainder within an hour.
The Carecall service works with you and your nominated contacts to provide a service. On some occasions we will telephone your contacts and ask them to check you are safe if we feel this is the fastest way of getting help to you.

Key safes

You will need to provide us with the details of a responder who can attend the property to give us access 24/7.