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Our Careline Service

  • Rated 4.7 out of 5 by customers
  • Fastest response time in the UK
  • No contract, cancel anytime
  • Highly trained, professional care team
  • Recommended by Dr Hilary Jones

How Our Careline Service Works


Press your pendant

To get help press your pendant alarm or the base unit. If you have fallen and you are wearing our fall detector, then you don’t need to press your pendant, our fall sensor will recognise you have fallen and will automatically contact our care team within a few seconds.


We answer

Within a very short time our care team will begin communication through your loudspeaker base unit. Your call handler will then assess your situation to get the most appropriate help. We will already have your personal information on file so that help will be sent as soon as we identify the nature of your accident.


Help is on the way

Once your situation has been assessed, we will organise the most appropriate help. This could be assistance from individuals nearby, nominated by you when you join Telecare24. However, if for any reason we cannot speak to you to identify your wellbeing or your situation requires immediate medical attention, then we will call the emergency services. We will also notify your contacts of the situation.



In times of distress, reassurance can play a huge role in keeping you calm and reducing risk of further injury. That’s why, where possible we will stay on the line with you until help arrives. Our team are trained to reduce stress and anxiety whilst you wait for help. To ensure you get the help you need, our team will have provided all information about your situation to those attending, so you can be assisted immediately upon their arrival – with no time wasted.

The Equipment

The Pendant Alarm Base Unit

This part of the alarm simply plugs into your phone socket and a nearby power socket. The base unit contains a loudspeaker and a highly sensitive microphone, enabling you to have a two-way conversation with our operator should you ever need to activate the alarm. The volume of the base unit speaker is over 90db, ensuring that you will be able to communicate with our operators clearly throughout your home even if you are hard of hearing.


  • Easy Installation
  • Smart Design with Highly Visible and Easy to Use Buttons
  • Loudspeaker – Approx. 90db
  • Up to 120 Hr Battery Backup (depending on plan chosen)
  • Table Stand Included
  • Power and Telephone Line Failure Alerts
  • Dimensions: 13cm x 17.5cm x 6.5cm (model may vary depending on chosen plan)

The Wireless Pendant

The pendant alarm is extremely lightweight and comfortable to wear. If you ever need help you simply press the pendant triggering a wireless signal that activates the base unit and starts a call with one of our care team. Our personal alarms allow total freedom and flexibility, offering a wireless range of up to 200 metres (656 ft) from the base unit, meaning the pendant can even be used in the garden. The waterproof design means that it can also be worn in the shower. Your pendant also comes complete with an interchangeable wearing pack. This means you can choose whether you want to use the lanyard, and wear it around your neck, or use the strap, and wear it on your wrist.


  • Lightweight
  • Waterproof
  • Up to 100m (328 ft) Range from Base Unit
  • Wearing Kit – Neck Lanyard or Wrist Strap

Fall Detector

Our fall alarm is the most advanced fall detection equipment available and is designed to monitor your movements and raise an alert if it detects a fall. It’s lightweight, comfortable to wear and is water resistant (IP67). As well as being able to press a button and get assistance, a fall alarm has the added feature of an inbuilt accelerometer, which enables the sensor to automatically detect a fall and raise an emergency call to our care team. When it detects a fall, it will automatically activate the base unit and open a call with our care team – getting you the help you need even if you are unconscious or unable to move.


  • Perfect for someone who is susceptible to falling.
  • Advanced fall sensor technology.
  • Water resistant (IP67) and lightweight wrist sensor (just 35g)
  • No fixed contract, so you cancel when you want.
  • Free Next Day Delivery
  • No paperwork when ordered online
  • UK Wide Installation (if required)

Buddi GPS Plan

The buddi GPS Plan is the ideal way to stay connected to our service anywhere, anytime. You can use buddi literally everywhere – at home, in the garden, when you’re shopping, out walking or even driving.

The buddi gives you access to our 24/7 monitoring service, wherever you are and whenever you need us.

This plan is perfect for people that lead relatively active lifestyles but who want a measure of reassurance that help is available if needed. It can also provide reassurance if you care for someone with dementia.

The system comes in two parts, the buddi wristband and the buddi Clip.


  • Wristband and clip included in plan
  • 24/7 monitoring
  • Carer portal app

Optional Extras

Our Careline Alarm Plans

Frequently Asked Questions

  • How long will my new careline alarm take to arrive?
    All of our parcels are dispatched via DPD’s Next Working Day Priority Service. That means if you place your order by 1pm on a Monday, you can expect your careline alarm to arrive on Tuesday – meaning you can get up and running with our careline service in under 24hrs. Any orders placed after 1pm should arrive just one working day later.

    Please note: In light of COVID-19, some deliveries may take a little longer to arrive.

    DPD cannot guarantee next working day delivery to some locations. For more information, see Delivery.
  • What does the initial £45 set-up fee cover?
    This non-refundable fee enables us to prepare your careline alarm and collate all of your medical and emergency contact details on our systems.
  • Why do I have to pay a £30 restocking fee when I cancel?
    The £30 restocking fee is to cover the cost of shipping of the returned equipment, the de-programming and refurbishment of the rented units, the closing of the account with our external monitoring centre and also for the administration costs included in all of those processes.

    Unlike many of our competitors, we don’t tie our customers in for a full 12 months. This means you can cancel at any time and receive a pro-rata refund based on the number of days remaining on the account. The £30 restocking fee will then be deducted from this amount.
  • Do I have to pay extra if I press my pendant to contact you?

    The simple answer is no, as everything is included in your plan. We do not charge you any extra if you activate your alarm.

    The following information may be helpful concerning call costs:

    If you press your pendant, the careline alarm will contact our control centre using an 0844 number via your telephone line. These numbers are recommended by OFCOM for contacting organisations such as Telecare24.  Your telephone service provider may charge you for these calls. Please check your phone providers tariff or visit OFCOM for further details. We do not apply any levy on these call costs.

  • Am I tied into a fixed term contract for my careline alarm?
    No. Unlike most other careline providers, we do not tie you into any contract. This means if your circumstances change then you can cancel your service. All we ask is you give us 30 days notice and return the equipment.
  • How do I pay for my careline alarm service?
    Ordering your careline alarm is super easy and we have a number of payment options available:
    1. Direct Debit: This is the safest and simplest way to pay for your alarm. You won’t pay anything on the day of purchase and we will write to you when your Direct Debit is set up to take payment. We will still dispatch your unit for next working day delivery.
    2. Credit / Debit: The quickest way to pay. You can use your card using our secure online payment service, which is processed immediately and gets your order on the way! 
    3. Cheque: Some people still like to use a cheque as a method of payment. As soon as we receive your cheque we will dispatch your alarm.
    4. Paypal: Our latest method of payment. You can order your careline alarm with one click through the Paypal’s secure payment system.
  • Can I purchase a careline alarm without paying VAT?
    If you have a long term medical condition, HMRC allow you to purchase our careline alarm VAT free. Examples of qualifying conditions include  Arthritis, COPD, Diabetes, Parkinson’s, Deafness / Hard of Hearing, Partial Sight or Stroke. More information is available in our blog post.

    To order your careline alarm VAT free, select your plan and complete the VAT exemption section at our checkout (section 4). There’s nothing else for you to do. 

    Under HMRC rules, please note that a keysafe and keysafe installation options will always have VAT applied, regardless of your VAT exemption status.

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  • Who can use our careline service?
    The service we offer is ideal for anyone who may live alone at home who wants to stay independent. 

    A careline alarm is especially helpful if you have a long term medical condition such as arthritis, angina, diabetes or a have had a stroke.

    Our Fall Plan is particularly helpful if you have become a little unsteady on your feet and may be susceptible to a fall.
    A pendant alarm also offers peace of mind for people who have family who live some distance away or for individuals who may be vulnerable and need assistance occasionally.

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  • What do I get for my monthly or annual fee?
    Whichever plan you choose  you will receive everything you need. This includes:
    • Telecare24 careline alarm base unit and connecting cables.
    • Waterproof pendant with wearing kit ( lanyard and wrist band).
    • Fall sensor (Fall Plan only)
    • Access to our 24/7 careline monitoring team.

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  • How do I wear my careline Pendant?
    We provide you with a full wearing kit with your Careline Alarm that includes options to wear on your wrist, neck or belt clip. This kit allows you to change your wearing option at any time should you want to.

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  • How is the careline alarm unit installed?
    The alarm unit can be located virtually anywhere in your home. You will need a telephone line with a modern phone socket and a mains power point close by. Telecare24 uses the existing telephone line – you do not need another installed.

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  • Can I install the careline alarm unit myself?
    Yes. The Telecare24 Careline unit simply needs to be plugged into your existing telephone socket and also needs to be plugged into the mains for power. It really is that simple.

    If you don’t feel confident doing this yourself, you always have the option of having your alarm professionally installed by our engineers. You can order this at when you go to the checkout.

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  • How many key holders do I need to have?
    Ideally, we would suggest you have one key holder who lives within 20 minutes of your home.

    We appreciate that this is not always possible. If you do not have a trusted friend or relative living close by, all we ask is that you have a key safe installed. This will allow authorised people to access to your home in the event of an emergency.

    Telecare24 can arrange for a key safe to be supplied and installed. Just select that option when you purchase your alarm in the checkout.
  • How is the careline alarm unit activated?
    There are two ways to activate the Telecare24 Careline alarm unit and get help from the Careline alarm centre:

    1. By pressing the red button on the base unit.
    2. By pressing the button on your pendant or wrist band.
    3. If you have a fall sensor, this will automatically activate the alarm if you fall. You can also use it as a normal pendant.

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  • What happens when I press the red button on my careline alarm unit or pendant?
    When you press the button on your Careline unit or pendant, it connects you to our care team. Our operator will have your details on the screen, which include your name, address, doctor, key holder and next of kin information as well as any relevant medical details.

    We will speak to you via the powerful loudspeaker and microphone in the base unit to establish your situation and decide the best course of action.

    If possible we will stay on the line with you until help arrives. If we call the emergency services, your next of kin will be also be informed. No call will be cancelled until the operator is sure the call has been dealt with appropriately.

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  • What happens if I cannot hear you or speak to you?
    Don’t worry, if we have received a call and do not get a response, we will telephone you back immediately. If you do not respond to that call, the operator will have all the information they need to know where to send help and will ask one of your nominated key holders to visit you and check you are safe and well. If you have no local contacts we will call the emergency services. No call will be cancelled until the operator is sure the call has been dealt with appropriately.
  • Can I talk through my pendant?

    If you select the Standard or Fall plan, the pendant supplied activates the Careline Alarm base unit. Even though you cannot speak through the pendant, the powerful microphone in the base unit is extremely sensitive and will enable you to converse normally with our Operator.


  • Do I wear my pendant in bed?
    Yes –  you can wear your pendant in bed.
  • Can I order an extra pendant?
    Yes you can. This is an excellent idea if you have someone else living in your home who may also benefit from using a Telecare24 careline alarm or you would like another one handy placed in another location in the home. There is no extra monthly fee for the additional pendant. If there is a second user in the home you just need to provide us with their details.

    Additional pendants are available at the checkout when you purchase your alarm for a one-off price of just £49. This month, if you order the Fall plan you get a pendant for Free!

    If you are an existing customer and require an additional pendant, then please call 0800 1808540 and we can arrange for one to be delivered to you.
  • Can I wear my pendant in the bath?
    The pendant we supply is waterproof. However, we generally suggest you put your pendant at low level in the bathroom so you can reach it if you fall or get stuck in the bath. The pendant is fine to wear in the shower or bath but should not be fully submerged under water.
  • What happens if I press my careline alarm unit or pendant accidentally?
    If you press either button by mistake just tell the operator when they speak to you that it is an accidental call and they will cancel it. The operator will be pleased that you are safe.
  • Do I need to check that my pendant is working?
    Yes. Ideally, you should activate your pendant at least once a month and make a test call to our team. It gives you the reassurance that your alarm is working and lets us know its fine too.

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  • Will my careline alarm unit work if there is a power cut?
    Yes. Your Careline unit will still work as it has a battery back up which will power the unit for approximately 48 hours.
  • What happens if my equipment develops a fault?
    Generally, it is rare for our units to develop a fault. In the unlikely event that an issue occurs our team will aim to quickly resolve any fault, replacing your unit if the fault cannot be fixed remotely.

    The pendant has batteries which will last for approximately 3-5 years and has an excellent reputation for reliability.

Request Your Free Info Pack Today

Our careline information pack outlines all the important details you need to know. We also include an easy application form and a freepost envelope so you have the option of either ordering online or through the post.

How would you like to receive your free info pack?

By requesting an information pack you are giving Telecare24 permission to use the details supplied to contact you with relevant information about our services. You can withdraw your consent whenever you want by contacting us. You can view our Privacy Policy here

Find out why thousands of families around the UK trust us to look after their relatives.

Request Your Free Info Pack

Our free brochure contains everything you need to know about our careline service.

How would you like to receive your free info pack?

By requesting an information pack you are giving Telecare24 permission to use the details supplied to contact you with relevant information about our services. You can withdraw your consent whenever you want by contacting us. You can view our Privacy Policy here