Telecare FAQs

Who To Contact

Home Care Link
Westec House
52 Derby Street
Ormskirk, West Lancashire
L39 2DQ
Telephone: 0151 443 2600
Email: hcl.operators@westlancs.gov.uk

  1. What is a lifeline alarm? 
  2. What do I need to have a lifeline alarm?
  3. Will it affect my phone line?
  4. What if I have internet or television connections?
  5. How do I call for help?
  6. What happens when I raise the alarm?
  7. What happens next?
  8. What happens if I press it by mistake?
  9. What happens if my telephone line is faulty or disconnected?
  10. What happens if there is a power failure?
  11. What happens if the equipment breaks?
  12. How long will it take for someone to contact me once I make a referral?
  13. Do I have to pay both the monitoring cost and the installation charge and how much is each piece of equipment?
  14. Can someone make a referral on my behalf?
  15. Could a member of my family receive Telecare if they do not live in Knowsley?
  16. How do I pay for my equipment?
  17. What number do I use to apply for Telecare?
  18. What is a referral?
  19. If I want to return my equipment what is the process?
  20. Is there a minimum period I have to sign up for the service?
  21. Will there be any costs to my telephone bill?


1. What is a lifeline alarm?
It is a piece of equipment, about the size of a small shoebox, which attaches to your main phone.  It has a red button on the unit to raise the alarm and also comes with a personal alarm button, which you can wear around your neck or on your wrist.

2. What do I need to have a lifeline alarm?
All you need is a main phone line socket and power supply socket near to each other.  For health and safety reasons we cannot install if the wires or cables run across a room.

3. Will it affect my phone line?
No. You will be able to make and receive calls as normal.

4. What if I have internet or television connections?
If your broadband or television has a filter it will be ok as they are used in conjunction with the Telecare equipment.  Filters are attached so that if the equipment or alarms are triggered they will still work even if the TV and broadband are being used.

5. How do I call for help?
You can press the red button on your personal alarm or press the large illuminated red button on your lifeline alarm.

6. What happens when I raise the alarm?
It signals your phone to dial into the call centre.  The call centre operator will be able to listen and talk to you 'hands free' using the powerful microphone and speaker built into your lifeline.

7. What happens next?
The call centre operator will try to talk to you to find out what is happening with you.  If you can talk to us we will take action based on what you have told us - this may involve contacting your GP or the emergency services.
If you cannot talk to us we will call you back and if you do not answer we will contact your emergency key holders or the response service, ask them to go round and let us know what is happening so we can take action.

8. What happens if I press it by mistake?
Don't worry. When the operator answers your call just tell them that you are ok and they will reset your equipment.

9. What happens if my telephone line is faulty or disconnected?
Your lifeline will not be able  to make any calls to the emergency call centre. If it is a fault on your telephone line you will need to report this to your telephone provider so that they can fix the fault.

10. What happens if there is a power failure?
Whilst your alarm is plugged in to the main socket it charges the battery. If power shuts down, your alarm will continue to work from the battery back up until the power is restored.

11. What happens if the equipment breaks?
You can call our contact centre on the telephone number 0800 566 666 and we will arrange to make any necessary repairs or replace the equipment if required.

12. How long will it take for someone to contact me once I make a referral?
You will usually be contacted within one working day of making a referral

13. Do I have to pay both the monitoring cost and the installation charge and how much is each piece of equipment?
You only have to pay the monitoring charge. Installation and provision of the equipment is paid for by Knowsley Council. The cost of monitoring a Lifeline on its own is £1.11 per week and each additional sensor is charged at either 34p or 76p per week depending on the type of sensor. The  call centre provider will confirm which category each sensor falls into upon initial assessment. Please view the monitoring cost charges for further details.

14. Can someone make a referral on my behalf?
Yes. Anyone can make a referral on behalf of another person.

15. Could a member of my family receive Telecare if they do not live in Knowsley?
No. You must be resident in Knowsley in order to receive Telecare under this scheme which is provided and funded by Knowsley Council. Anyone who wishes to have Telecare outside of Knowsley should make enquiries with their local authority.

16. How do I pay the monitoring charges for my equipment?
You can pay for monitoring costs by Direct Debit or Post Office payment cards if you don't have a bank account.  These arrangements are set up by the call centre upon installation.

17. What number do I use to apply for Telecare?
Just call us on 0151 443 2600 for advice regarding applications.

18. What is a referral?
The referral form is used to apply for the equipment, although an assessment may take place which will identify what equipment is best for you and your needs.

19. What is the process if I want to return my equipment?
All Telecare equipment has a sticker on it with the number to call if you want to return the equipment.

20. Is there a minimum period I have to sign up for the service?
No. There is no minimum period.

21. Will there be any costs to my telephone bill?
Any calls made to the Control Centre via the system are charged at local rates