WORKING 24 HOURS A DAY FOR A SAFER RUNNYMEDE

Careline community alarm service

Feel safe in your own home with a Careline community alarm

In an emergency, help is close at hand, 24 hours a day at a touch of the red button with a Careline community alarm

Runnymede Borough Council and Safer Runnymede
Tel: 01932 425865 Fax: 01932 838384
Email: careline@runnymede.gov.uk

Understandably, many people want to keep their independence by remaining in their own homes rather than moving to special accommodation; this could, however, present a risk if they live alone.

Runnymede Borough Council provides a specially developed, simple to use alarm system, which offers security to those most at risk, and peace of mind to the relatives and friends of those living alone.

Careline is easy to install, it simple links into a telephone point, and plugs into a 13-amp power supply within your home

A lightweight pendant, worn around the neck, is the prime means of summoning help, and one press will connect you immediately to our 24 hour Call Centre.

Our experienced staff will then give you whatever help and advice you need by contacting relatives, friends or the emergency services as appropriate.

Telecare: Additional alarms are now available to support a broader range of needs, for example Bed sensors, smoke detectors, pill dispensers, fall detectors.

How much will it cost?

The cost of this system is 4.40 per week for the basic alarm unit plus an additional charge for Telecare equipment. (The cost is reviewed each April).

For more information on this service please call (01932) 425865.

This is a 24 hour, 365 days a year emergency service, to help you feel safe and secure.

Most of our customers say that their Careline community alarm service has given them and their relatives:

• Peace of mind
• A feeling of greater security
• Reduced feelings of isolation

How to get Careline installed

All you need is:

• A connected telephone socket
• A 13 amp electrical socket within 2 m (6.5ft) of the telephone socket.
• Someone who is a keyholder, or you have a keysafe

There are no installation costs, only a monthly charge which is best paid by Direct Debit. Call us for details about this.

If you receive a means tested benefit the charge is reduced.

Standard VAT is added to charges, unless you are eligible for exemption due to ill health.

How to join the Careline service

This is the easy bit! Just call us on 01932 425865.

We take your details and arrange to give you a free, no obligation demonstration on how the service works.

When we install your Careline community alarm we show you how to operate it and how to make a monthly test call.

Frequently asked questions

1. What is a keyholder and why do I need one?

• We need details of neighbours, friends or relatives living close to you who have a key to your home. The keyholder can help the emergency services get into your home if they need to, without breaking in. If this has to happen Runnymede Borough Council will not be liable for repairs.
  
• It is best to have two keyholders (within 15 minutes travel) prepared to be called out and give keys to the emergency services if and when necessary.
  
• We will let them know about the Careline community alarm service and outline how they help you
  
• They need to let us know immediately of any changes in their circumstances.

2.  What if my two keyholders don't live close by?

• We recommend fitting a keysafe which stores your key securely
  
• This can be fitted for a one off payment by the Runnymede Handy Man (tel: 01483 743668)
  
• The number of your keysafe will be held confidentiality by the call centre.

3. What do I do in an emergency?

• Don't worry - just press the pendant or the red button on the alarm unit
• Make sure the red light comes on when you press the pendant
• When the call is answered, try to give details of your emergency
• If you can't hear the operator or you can't be heard, they will call you back on your home phone
• If you can't answer the phone, the operator will either call the emergency services or one of your contacts.

4. What if my telephone line is faulty?

• If your home telephone line is faulty your alarm will not work
• The alarm will give an audible warning to let you know there is a problem
• You will need to contact your telephone provider to report the fault on the telephone line.

5. What happens if there is a power cut?

• The alarm has a battery back-up in the main base unit, which is kept constantly charged as long as your alarm is plugged in and switched on. This ensures that it will still function in the event of a power cut.
• The alarm unit will after a set period of time automatically make a call to the call centre.
• The battery back-up should last several hours
• When power is restored your alarm should work normally

6. What if I lose my Careline pendant?

• If you lose it, please contact the Careline community alarm service team without delay on 01932 425865. A replacement will be provided as quickly as possible.
• If it remains lost then we will charge for a replacement.
• You can still make an emergency call by pressing the large red button on your Careline alarm.

Monthly Test Calls to your Careline alarm

When your Careline community alarm is installed it will be in full working order.

As with all electronic equipment, things can go occasionally wrong. Although they do have a long life, the batteries will need replacing in the unit or the pendant. The condition of the batteries is monitored by the Safer Runnymede call centre so you can place a test call and the operators will advise us if the battery has to be checked or replaced.

We will visit you at least twice a year to check that the equipment and your details are up to date.

Between visits it is the responsibility of you or your contact to place monthly test calls

If the recommended test calls have not been done, the Careline service cannot be held responsible if the unit is eventually found not to be working properly.

Stranger at the door

Your Careline alarm can be used to provide peace of mind when you have a stranger at the door.

Without letting them in and by pressing the red button alarm you will be connected to someone who can offer support and advice.

Every day people are worried by or tricked by strange callers to the door. They callers say they want to help you and talk about doing jobs around your home, to repair or mend items. Do not let them in. Use the Careline community alarm red button first, to protect yourself and your belongings from unwelcome callers to your home.

Please remember to

• Test your Careline alarm at least once a month
• Let us know straight away whenever the details of your contact change
• Let us know when you are away from your property for any length of time

Other Community Services

Community Meals
A hot meal service delivered to you, when you are unable to cook for yourself.

Centres for Older People
Our social centres for older people provide activities, advice and information and a hot meal or snack service.

Dial A Ride
A door to door service by Runnymede Borough Council for anyone unable to use public transport. Tel: 01932 425050

Concessionary Bus Passes
Free bus travel in Surrey and beyond for people aged 60 or over, and those with a disability. Find out if you are eligible. Tel 01932 425622 or email: buspass@runnymede.gov.uk.

Contact Us:
Housing and Community Services, Runnymede Borough Council, Runnymede Civic Centre, Station Road, Addlestone, Surrey KT15 2AH Tel: 01932 838383 Direct: 01932 425868 Fax 01932 838384 Email: careline@runnymede.gov.uk 

Careline community alarm service

Safer Runnymede

Careline alarm calls are answered by our own friendly operators at the Safer Runnymede control centre located in Addlestone.

All calls are recorded.

The control centre also does CCTV monitoring and takes part in other local community safety initiatives.

Runnymede Borough Council works in partnership with other statutory and voluntary health and social care agencies within the borough of Runnymede.

Tel: 01932 425865
Fax 01932 838384
Email: careline@runnymede.gov.uk