Help & advice

It is a modern digital telecare system. The base unit connects to our monitoring centre over the 4G mobile network using a dual-SIM design, so if one network is busy or weak it can use another. There is no landline or broadband needed. The waterproof pendant talks to the base unit by two-way radio, so you are protected around the home without carrying a phone.

In open space the pendant reaches the base unit from around 300 metres, which comfortably covers a typical house and garden. Thick stone walls, outbuildings or foil-backed insulation can shorten this, so when you set up we will help you pick the best spot for the base unit. A quick test press always confirms you are in range.

Yes. The base unit has an industrial back-up battery that keeps you protected for around 40 hours in good conditions, and it recharges itself within about a day once power returns. It also runs directly from the mains, so you are covered whether it is on battery or plugged in.

The base unit has a simple daily check-in button some customers like to press for extra reassurance, plus an away mode for when you will be out or on holiday for a while. Our team can switch these on to suit you, or leave them off if you would rather keep things simple.

The watch uses GPS to work out its location and the mobile network to send it to us. Importantly, we only look up the location when an alarm is raised, it is not constant tracking. That means help can reach you quickly if you fall in the garden, at the shops or on a walk, while your day-to-day privacy is respected.

The watch carries a roaming SIM that can connect across several networks and automatically picks the strongest signal, rather than being locked to one provider. This gives far better coverage than a single-network device. If you are in a rural area, give us your postcode and we will check expected coverage before you order.

Battery life depends on how often GPS and calls are used, but most people charge the watch once a day using the magnetic charging pad, a little like a phone. It clips on easily, and our team can suggest a simple routine, such as charging it while you have breakfast, so it is always ready to go.

The watch is rated IP67, so it is protected against rain and splashes and can be worn day to day with confidence. It also gently records pulse and daily steps as a wellbeing guide. This is for general reassurance and activity, not a medical diagnostic device.

The watch has automatic hard-fall detection with adjustable sensitivity and built-in measures to reduce false alarms from everyday knocks. No fall detector can catch every type of fall, so we always recommend pressing the SOS button as well if you can. If it does raise a false alarm, just tell the operator you are fine, it is never a problem.

Yes. The watch can be configured for different needs, including simplified use and location features that help if someone becomes disorientated away from home. Every situation is different, so the best thing is to call our team and we will talk through whether it is a good fit.

Simply press the SOS button on your pendant or watch. This connects you straight to our 24/7 UK care team, who will speak to you through the device and arrange help.

Yes. The At Home pendant is waterproof and safe to wear in the shower, and both devices are designed to be worn all day and night for continuous protection.

Our devices are safe to use with pacemakers. If you have any specific medical concerns, our team is happy to talk them through with you, just give us a call.

Don't worry, it happens often and it's no trouble at all. Just let the operator know you're okay when they answer. We'd always rather you pressed it than didn't.

The Out & About watch has built-in GPS so our team can locate you on demand when an alarm is raised, helping responders reach you quickly, even away from home.

A steady light usually means all is well, while a flashing or coloured light can indicate charging or a connection check. Your user guide explains each light, and our team can talk you through anything you're unsure about.

Yes. The At Home base unit has a built-in back-up battery that keeps you protected for a period during a power cut, and the watch runs on its own rechargeable battery.

Your device checks its own connection automatically. We recommend a quick monthly test call to give you confidence everything is working, just press the button and tell the operator it's a test.

Call our support team on 0800 0086277 and we'll help straight away. If equipment needs replacing, we'll sort it quickly so you're never left without cover.

Monitoring is a simple monthly (or annual) payment with no long tie-in, you can cancel when you no longer need it. Most customers pay by Direct Debit or card.

If you have a long-term illness or disability you may be eligible for VAT relief on your alarm. It's a simple declaration we'll guide you through when you order, no paperwork stress.

Your activation/device payment covers your equipment, and the monthly fee covers the 24/7 monitoring service and SIM connectivity. When you cancel, we'll explain how to return any monitored equipment.

We'll ask for one or more emergency contacts (such as family, friends or neighbours) we can call if an alarm is raised. You can add or change these at any time.

Your information is only ever used to keep you safe. Location is accessed when an alarm is raised, not continuously, and your details are held securely by our UK-based monitoring team in line with UK GDPR and the Data Protection Act 2018. We never sell your data, and you can ask what we hold at any time. See our privacy policy for the full detail.

We are a UK business and your personal data is kept within the UK or wider European Economic Area, handled under UK data protection law. Our monitoring is provided by our UK team, so your calls and details stay close to home.