Emergency Response

Emergency Response Service

The response service is a highly-trained team (advanced first aid by St John’s Ambulance) that is part of Telecare and Lifeline. The team's role is to respond quickly to Lifeline and Telecare customers in emergencies where you need help but don’t need an ambulance, for instance:

  • helping you to get up after a fall, using the latest lifting cushions to get you safely back to your feet 
  • giving you first aid for a wide range of issues 
  • doing welfare visits to see how you are, if you activate your Lifeline to tell us you are unwell or if you activate your Lifeline but we can’t talk to you through the unit to check you’re OK
  • assessing if any small items of equipment (like raised toilet seats, grab rails or perching stools) could help you to stay safe and independent – and providing these 
  • the team can also help you assess the risks in your home, and will liaise with the Fire Service, social care or your doctor (with your permission) to help you to get the support you need.

The response service is told you need help by the Lifeline community alarm, so you must have a Lifeline or Telecare package.

You must also have a key safe, so that the Responder can gain access to your home in an emergency. We can supply and fit a key safe for you, at a cost of £60, or you could purchase and fit your own.  If buying your own key safe, please be careful to check on the different types available - the key safe that we provide is one of the only ones on the market that is approved by the Police and by insurance companies, and which has no effect on your house insurance.

On average a Responder will get out to see you within 20 minutes of you pressing your pendant.  However if the service is very busy or traffic conditions slow them down, they may take longer.  If we are not able to get a Responder out to you, we will call an ambulance to ensure you are seen and safe.  However the goal of the Response service is to keep you safe at home without needing ambulance callouts or trips to the Accident and Emergency department.