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FAQ's - Careline



Can I switch my Alarm off?             No.  Your alarm unit must be left plugged in and switched on 24hrs a day
Can I wear my pendant in the bath?

No.  although the pendant is water proof, it should not be imersed in water if this can be avoided.  However, please ensure that you keep the pendant close at hand in case the need for assistance should arise.
What shall I do when my key holders go on holiday?Please inform us if you know your key holders are going away so that we can make alternative arrangements.

If you would like to have a key safe fitted we can provide you with details of a reputable contractor or you can choose your own company.

Key safe numbers are secure and not given out to anyone except emergency services if access is necessary.
What do you do with my personal information?All of your personal information is kept secure under the Data Protection Act and would only be used in an emergency by the Response Team if you needed assistance.
I am going away, do I need to notify you?Yes.  Let us know if you're going away do we can amend our records and advise you about switching the unit off.
What shall I do if I press the pendant accidentally? Please don't worry when your alarm goes off accidentally.  We do not mind receiving accidentally activated calls.
Can I wear the pendant to bed?We do not advise clients to wear their pendants in bed as it may activate whilst you are sleeping.  This will result in you being woken by the phone if it is near by or a visit from an officer or key holder if you do not hear the phone ringing.  If you choose not to wear the pendant in bed, please remember to keep it within easy reach and take it with you when you get up.
How long will it take for an operator to answer my call?   98.5% of calls will be answered within 60 seconds
How long will it take for someone to visit me in an emergency?  Our target for response time is 20 minutes and this is usually met.  However, we will endeavour to be with you as quickly as prevailing road and trafic conditions will allow
I would like an alarm but cannot afford the charges, what can I do?If you are eligible for housing benefit you may be entitled to D.A.S.T (Derbyshire Accommodation & Support Team) funding. 

In addition we would ask that you test your alarm every 4 to 6 weeks by placing a test call to Careline.  You need not do this if you alarm has been activated during that period - either accidentally or in an emergency.

Complete our online enquiry form.

Phone or text
Tel: 01246 345 345
Text: 07960 910 264

In person
Customer Service Centre
85 New Square
Chesterfield S40 1SN

8.30am to 5pm on Mon, Tue, Thu
10am to 5pm on Wed
8.30am to 4.30pm on Fri
9am to midday on Sat for payments

By post
Chesterfield Borough Council
Town Hall
Rose Hill
Chesterfield S40 1LP

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