Careline - Helping you stay confident in your home

The Careline service offers you help, security and peace of mind in your own home at the touch of a button. This help is available 24 hours a day, every day of the year.

Careline consists of an alarm in your home and a pendant that can be worn around the house. This equipment connects to a local monitoring and responding team that make sure you get help when an alarm is raised.

Who can have Careline?

Careline is available for people of all ages who want some reassurance that they can call for help quickly and easily in case of an emergency. You must live in Southampton or within 20 miles of the city boundaries. It is very easy to request a Careline - just complete a Careline request form, call us or email.

How can Careline help me?

Careline helps individuals and carers get support quickly and easily in an emergency. It can benefit people who are concerned about the risk of falling or other accidents in the home, who may find it difficult to call for help. Careline also provides reassurance for people who live alone or do not have many family or friends living nearby.

How does the service work?

The service works by connecting your equipment to a team that monitors for alerts. An alert can be raised by pressing the button on the pendant or on the home unit, and the home unit will call through to the Careline team. They will know who you are and where you live, so that they can get you help if necessary.

The Careline team will talk to you to establish whether you are okay, and if they cannot confirm that it is a test call or false alarm, they will quickly take steps to get you an appropriate response.

What services are available?

Option 1: Silver Service: Monitoring Service and Personal Contacts

You will provide at least two personal contacts who are key holders, and are willing to respond and come to your home when required. Personal contacts must be able to access the property within a suitable time scale, and at least one of them must live at a different address to you. This service is for Southampton residents and people that live within 20 miles of Southampton.

Option 2: Gold Service: Monitoring and Responding Service

We will also send out a responder when required. You must have a key safe, so that responders can gain access to your property in an emergency. Responders can help to check that you are safe and help you to stand if you have fallen, but they cannot provide personal care. This service is only available for Southampton residents.

What does it cost?

There is a one-off equipment installation charge, and a key safe charge if you need one to be installed for you by the service. You will then pay an ongoing service charge dependent on the service option that you sign up for.

One-off charges

  • Installation charge - £10 within Southampton city boundaries, £20 up to 20 miles outside the city boundary
  • Key safe charge (if required) - £40

Ongoing service charges (per week)

  • Silver Service: Monitoring Service and Personal Contacts - £3 plus VAT
  • Gold Service: Monitoring and Responding Service - £4.25 plus VAT

You will be sent an invoice for any charges after the service is up and running, or you can choose to pay by direct debit. If you have a disability or illness you may not have to pay VAT.

What happens next?

Contact us to ask any further questions and we will arrange an appointment to visit you at home.

At the appointment we will demonstrate the equipment and find out which service option you are interested in. If you want to go ahead, the equipment will be installed and tested thoroughly with you. You may want to invite a relative or friend to the appointment, so that they understand the equipment and service as well.


To ask for the Careline service, please contact the team:

Apply for Careline

Telephone: 023 8083 3675