Southampton City Council

You are here:home > Living > Adult social care > Help and Support for Independent Living > CAREline community alarm service

CAREline community alarm service

Key Online Services
Careline application form

Our CAREline service offers you help. security and peace of mind in your own home at the touch of a button. This help is available for all ages, whenever you need it, for 24 hours a day, every day of the year.

CAREline is available to anyone, of whatever age, for example people with long term health needs or those who are threatened with harassment and repeated burglary. Older people and the elderly frail also greatly benefit from this service.

There are two different CAREline services available: Silver service, which is monitoring, and Gold service, which is monitoring and response.

Silver service - monitoring

In order for CAREline to help you in an emergency you will need to provide details of two people who would be prepared to hold a key to your home. One of these key-holders will be called as soon as the Customer service advisor is aware of your problem. This service is available to anyone within a 20 mile radius of Southampton.

If you are applying for the Silver service you will need to provide details of two people who live at different addresses within the Southampton area. They have to be prepared to hold a key to your home and be physically able, and willing, to help you when required.

Gold service - monitoring and response

A professional team of CAREline 'responders' employed by Southampton City Council will be sent to visit you as necessary. This service is only available to residents living within the boundaries of Southampton.

If you are applying for the Gold service you will need a secure key safe on the exterior of your property. The key-safe is permanently installed and is fitted with a coded access system. The code will be known to CAREline staff, and this will allow them to quickly retrieve your door key and enter your property in an emergency.

CAREline has been operating for many years, and is run by Southampton City Council who provide a local service for Southampton residents. There is also a limited service available to people within a 20 mile radius of the city.

How do I apply?

You can apply online by filling out the CAREline form. You can also request a paper form by contacting us on the details given below.

CAREline FAQs

1. How does it work?

The alarm unit is easily connected to your telephone and electric socket. The electric socket should be on either the same or an adjacent wall, within four feet of the telephone socket. There should be no walkways between them.

2. What happens when I press the alarm?

As part of the system you are given a personal mobile button, which can be worn as a necklace or a wrist strap. When you press the button it automatically dials the CAREline service.
You will hear a customer advisor who will ask you if there is a problem and how they can help. They will already know who you are, where you live and any important medical information.
If you need help they will either contact a key holder, your doctor, the emergency services or a CAREline 'responder.' Who they call will depend on which CAREline service you are using.

3. What if I can't speak?

Even if you are unable to speak when you press the button the customer advisor will know who you are and where you live. If you are unable to respond to them they will send help to your home.

4. How much does it cost?

Silver service costs £2.50 a week, plus VAT. Gold service costs £3.50 a week plus VAT. If you require the installation of a key safe there is a one off fee of £40 plus VAT. This payment can be spread over instalments by arrangement.
There is also a set up and installation fee. If you live within the boundaries of Southampton this is £10 plus VAT. If you are outside the city the fee is £20 plus VAT. The cost of the service includes rental of the alarm unit, installation and advice from the CAREline staff.
If you have a disability, injury or illness you may not have to pay VAT. Please contact us if you would like more information.

Contact information

If you want to contact us regarding the content of this page please contact us at:

For any other council related enquiries please contact: