Careline - FAQs

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 24 hours a day, every day of the year.

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

What happens when I press the alarm? SHOW

An important part of the system is the personal mobile button that you can wear as a necklace or wrist strap. When you press the button, it dials the Careline service via your telephone.

You will hear a customer advisor who will ask you if there is a problem and how can they help. They will already know who you are and where you live, along with any important health or medical information about you.

They will take action to help you. This may be:

Contacting your chosen key holder
Contacting your doctor
Contacting emergency services
Or sending out a member of the Careline team (a responder)

Even if you can’t speak when you press your pendant, the advisor will know who you are and where you live. The information you have supplied is stored on the Careline system, so they will be able to send help to your home.

Who can use it? SHOW

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.

How does the service work? SHOW

The service works by connecting your equipment to a team that monitors for alerts. You can raise an alert by pressing the button on the pendant or on the home unit. The home unit will then 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 find out if you're okay. If they can't 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? SHOW

Silver service - Monitoring service and personal contacts

You will need to provide details of 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.

Gold service - Monitoring and responding service

You will need a secure key safe on the exterior of your property. The key safe is installed and fitted with a coded access system. Careline staff will know the code. This allows our professional team of responders to quickly retrieve your door key and enter your property in an emergency. We can arrange for a key safe to be supplied and fitted. This service is only available for Southampton residents.

What does it cost? SHOW

View the pricing structure page for information about costs.