Our planned closures and expected delays to shipping
With the Christmas and New Year holidays in mind, please take note of some changes to our normal hours of operation.
Our main office will be closed for parts of the Christmas period and New Year’s Day
- Our team will continue dispatching orders up to 24th December. Please note that delays may occur due to seasonal postal services, these are outside of our control.
- Our main office (for orders and general customer service) will be closed on Thursday 25th December and will reopen on Monday 29th December. It will also be closed on Thursday 1st January for the New Year holidays.
- Completed orders placed between 24th and 28th December (inclusive) will be delivered between 29th and 31st December, subject to delays felt by Royal Mail which are outside of our control.
- Completed orders placed between 31st December and 2nd January (inclusive) may take may take a little longer to be delivered.
- Please note, this is a different office from where our careline monitoring team are based which remains in operation 24/7.
| Date | Open/Closed |
|---|---|
| Thursday 25th December 2025 (Christmas Day) | Closed |
| Friday 26th December 2025 (Boxing Day) | Closed |
| Saturday 27th December 2025 | Closed |
| Sunday 28th December 2025 | Closed |
| Monday 29th December 2025 | Open (from 10am – 3:30pm) |
| Tuesday 30th December 2025 | Open (from 10am – 3:30pm) |
| Wednesday 31st December 2025 | Open (from 10am – 3:30pm) |
| Thursday 1st January 2026 (New Year’s Day) | Closed |
| From here on, our main office returns to normal hours: 9 am to 5 pm Mon-Thurs, 9 am to 4.30 pm on Fridays, and closed on weekends. | |
Please be assured, our monitoring services remains operational 24/7
Our monitoring service operates 24 hours a day, 7 days a week, all year round. This doesn’t change on holidays. This service is unaffected by main office closures and the reduced opening hours listed above for 29th-31st December.
Other delays out of our control
Royal Mail, our courier, tends to experience slight delays at this busy time of year. With that in mind, some customers may find that it could take an extra day or two for their order to arrive. We ask that customers factor this possibility in when ordering.
Deliveries to the Scottish Highlands and Northern Ireland can take up to 5 working days.
Getting help with your equipment
Most technical issues have a simple fix which can be found in our user guides, linked below (you should also have a printed copy in the box your equipment came in).
If you’re not having any luck with the troubleshooting guides, please e-mail us at support@telecare24.co.uk and we will get back to you on our return to the office.
Emergency help
First and foremost, if you need emergency help you can still trigger your alarm any time, day or night, and our monitoring team will answer. This doesn’t change when we close our main office.
Our equipment user guides
In the unlikely event that you need technical support with your equipment during this time, please find links to our user guides below. (opens in a new tab)
https://www.telecare24.co.uk/faqs/#user-guides
Frequently Asked Questions
If your question isn’t answered in our user guides, have you checked out our FAQ page?
