Getting older


TeleCareLine is a monitoring and alert system that can help support people to live independently in their own homes, by providing users, their carers, family and friends reassurances that emergency help is available 24 hours a day.

In this section

Digital switchover

Landline telephone services in the UK are switching to a fully-digital network. This means phone calls will be carried out over the internet (instead of analogue landlines). This is what's known as the digital switchover.

If your telephone service has already been upgraded to digital, we recommend carrying out a test call once a month to ensure it's working as expected. 

If you receive a request from your telecomms provider to upgrade you phone to digital, please make sure you inform them that you have a TeleCareLine alarm system in place.  

Read more about the digital switchover

How does TeleCareLine work?

TeleCareLine works through the telephone system, linking alarms, sensors and equipment in your home to an adviser in the control centre.

A wide range of problems can be detected by this type of equipment, for example a carbon monoxide leak or fire, or if you have a problem and need assistance. 

This service picks up on early indication of carbon monoxide leaks. The device will be installed in properties that have old heating systems and appliances that are at risk of emitting carbon monoxide.

The smoke detector will alert if smoke is detected in the client's home. The monitoring centre will attempt to make contact with the client to ensure the alert was not triggered due to an incident such as burning toast prior to contacting the fire and rescue service.

These are particularly useful where mobility or memory support issues might impair the client's ability to take appropriate action.

The sensor will alert the monitoring centre if high or low temperatures are detected, typically installed in the Lounge/Living area.

The bed monitor is placed under the mattress and timed parameters are set between normal going to bed at night and getting up in the morning. If the client gets out of bed during this period and does not return within a set time then an alert is received at the monitoring centre.

The client will be contacted to check on their wellbeing. A device attached to the sensor will also switch on a bedside lamp if required to reduce the risk of falls.

Chair and movement sensors are set up in other areas of the home and if there is no movement detected, or if there is no indication that the client is in either the bed or a chair, a call is placed to the monitoring centre to check that the client is alright.

Automatically raises an alarm call when a fall is detected, even if the individual is unable to press the button.

Provides early warning of potential floods this is very useful when forgetfulness is becoming an issue. It is often placed under the sink in the bathroom and alerts the monitoring centre if it detects flood water.

This sensor is normally fitted in the kitchen and will alert the monitoring centre if there is a rapid rise in temperature.

How much does TeleCareLine cost?

This service is free to residents aged 75 and over. The service is also available to other residents who are not eligible for a free service for a cost.

There are 4 levels of service and the weekly cost will vary from £1.13 to £12, depending on the level of service required:

  • Level 1
    The standard service comprising of a lifeline unit and pendant, smoke detector and bogus caller alarm, the resident must have 2 named responders who hold a key and agree to respond to an emergency any time (£1.13 per week)
  • Level 2
    In addition to Level 1 support, this also includes access to a mobile response service for those residents who do not have named responders (£5 per week)
  • Level 3
    In addition to the Level 1 service, the resident would also have access to a range of additional detectors and/or sensors appropriate to their assessed need (£8.50 per week)
  • Level 4
    This level of service would include access to the full range of TeleCareLine sensors and detectors to address needs, including safer wandering equipment and also the Mobile Response Service (£12 per week)

What do I need to fit a TeleCareLine?

You will need: 

  • a working landline phone
  • an electrical plug socket within 2 metres of the phone socket 
  • 2 named responders or a key safe for emergency access

Apply for TeleCareLine

To apply for TeleCareLine, complete our online form.

Apply for TeleCareLine

If you need help with your application or would like further information, please call Social Care Direct on 01895 556633.

TeleCareLine repairs and replacements

If you are an existing TeleCareLine user and need to request a repair or replacement, please use our online form.

Requests/issues may include:

  • replacement pendants 
  • replacement neck or wrist straps 
  • low batteries 
  • equipment flashing or beeping 
  • issues with connection to the call centre.

Request a TeleCareLine repair

If you are having trouble with the TeleCareLine between 9am to 5pm, call 01895 556633.

If you need assistance outside of these hours, please ring 01895 250111 or press your TeleCareLine pendant.

I no longer need my TeleCareLine equipment

If you have a TeleCareLine system (supplied by Hillingdon Council) that is no longer required, you can drop this off at one of our libraries or the Civic Centre, Uxbridge.

Page last updated: 14 Feb 2024