Business News  •   Published 27/05/2021  •  Updated 27/11/2023  •  By Emma Breedon

Our response to coronavirus (live updates)

Last updated: 27/05/21

At Telecare24, we’re taking the Coronavirus (COVID-19) pandemic extremely seriously. As a result, we are closely monitoring all updates and advice given by government officials. Over the coming months, we will update this page with any changes to our service.

Service Updates

Update 27/05/21

Today marks the launch of our brand new website with an amazing offer – a free extra pendant when you order a fall plan!

COVID 19 restrictions are slowly being lifted in England, Scotland, and Wales, however, variants of the virus are causing spikes in various regions. As has been the case throughout the pandemic, Telecare24 continues to operate as normal. Our care team is working 365/24/7, ensuring help is just the push of a button away. We still offer next working day delivery.

For further information on delivery times for new orders and details of our customer service opening hours, please see our delivery page.

Update 23/12/20

COVID-19 continues to increase in many areas of the UK, with many having to cope with not being able to see loved ones this Christmas. |As a result, many families are opting to order a careline alarm to give a little bit of peace of mind, knowing that someone will be on hand 24 hours a day for their loved ones who may live many miles away.

Please be assured that the Telecare24 care team is working throughout Christmas and New Year, 24 hours a day, ensuring help is just the push of a button away.

For further information on delivery times for new orders and details of our customer service opening hours, please see our delivery page.

Update 08/12/20

Please be assured that all departments of Telecare24 remain fully operational. This includes our customer service department and of course our care team who will be on hand 24/7.

We also continue to deliver alarms for new customers the next working day.

Update 02/11/20

The UK Government has announced a new lockdown for England, beginning 5/11/20 and ending on 2/12/20.
Please be assured that as with the previous lockdown, all departments of Telecare24 will remain fully operational throughout this period. This includes our customer service department and of course our care team who will be on hand 24/7.

We will also continue to deliver alarms for new customers the next working day.

Update 26/10/20

Please note that even though Wales (where we are based) is in lockdown, our customer service team remains unaffected and we are still operating as usual. Our dispatch team is working hard to get all new orders out on time and our 24/7 emergency response team is supporting our customers as normal, with an average response time of just under 9 seconds.

Update 03/06/20

The UK is slowly getting back to normal. The rate of infection has a clear downward trend and those that were shielding are now allowed out, which is great news! You can even meet people in your garden!

Our office has never shut, we have been here 24/7 assisting vulnerable people and their families across the UK. Throughout this Coronavirus crisis, we have maintained our delivery promise, connected hundreds of new customers, and did our utmost to keep people safe, something we are extremely proud of.

All I can say is that if you decide to order a Telecare24 alarm, you are joining a service that lives and breathes to serve you, no matter the circumstances. With Telecare24, you are with an incredibly safe pair of hands.

Stay safe everyone, let’s hope this crisis never returns.

From all of us at Telecare24


Update 01/05/20

Telecare24 continues to assist thousands of families across the UK to keep their elderly relatives safe. Our telecare service is allowing many elderly ones to remain safe in their home during the Coronavirus pandemic. Our 24-hour response centre remains fully staffed by our dedicated team, who have shown tremendous courage, commitment, and dedication, saving lives across the UK.

Our dispatch team is working hard to ensure we keep to our next working day delivery promise, which is helping elderly people get discharged from the hospital and back in their homes.

In other developments, we are delighted that our Buddi product has been chosen to support the NHS in its fight against COVID-19. You can read more about that here.

Update 17/04/20

Yesterday the UK Government stated that the lockdown will continue for at least another 3 weeks in an effort to “flatten the curve” of COVID-19 cases. As a result, Telecare24 is seeing increased demand from families unable to see their elderly loved ones.

We are very proud to have been able to support the NHS this week. We have installed a new nurse call system for Kings College Hospital in London for the ward due to open this week.

In terms of our support for elderly and vulnerable adults, our 24/7 monitoring service continues to be at full strength. Once again our team has been at full strength and we continue to be able to provide next working day deliveries for new orders.

Update 03/04/20

This has been an incredible week with a monumental effort by all concerned. We continue to provide our normal service levels with the next working day delivery on the vast majority of new orders.

Our customer service team continues to provide a 5* service and as always our 24/7 operators are working around the clock to support our vulnerable client users.

This continues to be a mammoth effort by everyone here at Telecare24 and we are very proud to be helping thousands of people stay safe at home.

Have a good weekend everyone, stay safe, and above all, stay home.

Update 24/03/20

Last night the UK Government issued sweeping new rules to minimise the spread of COVID-19. Everyone is being asked to stay at home. If we all abide by these rules, it will save lives. This will impact our daily lives, especially the elderly and vulnerable, who may now feel isolated.

Please be assured, Telecare24 is classified as a key service by the UK Government. Therefore we will continue to provide our vital 24/7 monitoring service to thousands of customers right across the UK, helping to keep the nation “safe at home”.

We also wanted to reassure those of you considering an alarm for an elderly relative or loved one. Our service is running as usual, with a fully staffed customer service department along with our highly trained 24/7 operators who form the backbone of our essential service.

Please be assured that if you order an alarm before 1 pm, we are still providing our next-day delivery service. However, please be considerate of our courier services who are handling increased demand for home deliveries at this time.

We are immensely proud of our team here at Telecare24 who are working around the clock, providing the gold standard service our customers rightfully expect.

By looking out for each other, we will get through this temporary set of circumstances. Until then, please stay safe and above all – stay at home.

Neil Evans & Stewart Smith

Directors – Telecare24

Update 23/03/20

If you’re concerned about your careline alarm service during this uncertain time, please rest assured that we’re part of the essential health and social services as outlined by the Government. That means we’re key workers who will continue to provide the service so many people have come to rely on.

For more information, see official GOV guidelines.

Update 17/03/20

The latest announcement from the UK Government advises that everyone in the UK should suspend all “non-essential contact with others”. It also recommends that those aged over 70 now stay at home for 12 weeks. As a result, our telecare24 service continues to provide a vital role in supporting our elderly and vulnerable customers across the UK.

As always, our main priority is to ensure the safety and well-being of our customers. To that end, we are temporarily suspending our alarm and key safe installation options from today. This is to prevent the transmission of the virus between customers and installation engineers. All outstanding installation appointments will be fulfilled.

Our service remains fully operational and we are welcoming many new customers to our service daily. In light of the above, all new alarm orders can be easily self-installed. We provide very simple instructions on how to do this and should take no more than 5 minutes. If you need additional support, our customer service team is on hand on FREEPHONE 0800 180 85 40 to help you get up and running.

Update 11/03/20

We’d like to take this opportunity to advise our existing and new customers that we’re monitoring the Coronavirus updates and taking on board all advice from both The Department of Health & Social Care and Public Health England.

Telecare24 Ltd is a member of the TSA (Telecare Service Association) and our state-of-the-art monitoring centre already has a Business Contingency Plan (BCP) in place and a completed Quality Standards Framework (QSF).

These plans will ensure no disruption to calls when our users require help. We are staying on top of all developments regarding COVID-19.

We are keeping all of our staff updated regularly, and have strict hygiene rules in place.

About The Author

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Emma Breedon

Emma joined Telecare24 whilst the company was in its infancy and has been vital in shaping the service into what it is today. As Customer Care Manager, Emma epitomizes the company's core values and pr... Read More

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