Telecare24 and Our Response to Coronavirus (COVID-19) – Live Updates

At Telecare24, we’re taking the Coronavirus (COVID-19) pandemic extremely seriously and are closely monitoring all updates and advice given by government officials. We will be live-updating this page with any changes to service. 

Please note we’re still delivering equipment as normal.

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 next working day delivery on the vast majority of new orders.

Our customer service team continue 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 on 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.

Please click here for 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 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 are on hand on FREEPHONE 0800 180 8540 to help you get up and running.

Technical Support Guides – Click here

Pendant Alarm Plan Installation Guide – Click here

Fall Alarm Plan Installation Guide – Click here

Buddi GPS Plan User Guide – Click here

Updated 11/03/20 – Telecare24 Contingency Plans for Coronavirus (COVID-19)

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 have 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, and we’ll feedback any changes to administration or the dispatch of equipment via our website and social channels.

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


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