Do I need to be next to the unit when I speak?
It may be an advantage to be near the unit, but not essential. Remember, you could be in another room when you require assistance. The unit has a sensitive amplifier and microphone inside and can pick up sounds from a considerable distance.
What if the operator cannot hear me?
If the operator cannot hear you, the first thing they will do is to ring you by telephone, you may have pressed the red button by mistake. If you don’t answer the telephone, then the operator will get in touch with your key holder and request they visit you.
What if I set it off by accident?
If you set it off by mistake the call will come through to our operator as normal. Our operator will check with you that you are okay. Just let them know it was an accident and they will close the call.
What if I am in the garden?
If you are in the garden and you need help, press your pendant and we will try to speak to you through your unit. If we cannot hear you don’t worry, we will ring your telephone. If you don’t pick up the phone then we will contact your key holder.
What if my key holders cannot be contacted?
If all contact numbers have been used without success, as a last resort, we would contact the police and ask them to call at your property to check on your welfare. If necessary, they would force entry to your property by the easiest way possible to ensure that you are ok. If this action were necessary then you would be liable for the repair to any damage. Another option would be to have a key safe installed.
What is a key safe?
This is a small metal unit which is fixed discreetly to your exterior wall, enabling you to keep your door key inside it. A number code of your choice is used to open the key safe, enabling us to let the emergency services gain access to your home if necessary.
What if I want to change a key holder?
Simply ring us on freephone 08000 837541 and one of our operators will change the information over the telephone.
I am moving house what do I need to do?
Contact us on 08000 837541 so we can update your records, and billing address.
What if there is a power cut?
There is a back-up battery in your unit which will allow the unit to operate as normal. The battery will operate for 20-24 hours without re-charging.
My mother is in hospital. Is she still being charged?
The charge will be as normal until we are asked to remove the unit from the property.
What if I lose my pendant?
A replacement can be supplied at a cost of approximately £50. This amount will be reimbursed if the pendant is found and returned.
What if my pendant or cord gets dirty?
If your pendant gets dirty, it may be cleaned with a damp sponge or cloth. The cord is made of nylon and spares are available.
Why do I have to test my pendant every month?
Every time your pendant is pressed, the operator can see the strength of your batteries. If they are low, then we can arrange to have them replaced. By testing the pendant every month you reduce the possibility of complete battery failure when in the event of a real emergency.
My unit is bleeping for no reason what should I do?
Press the green button on your unit. If you have any difficulty in doing this, please ring Helpline on freephone 08000 837541 and an operator will talk you through it, or if necessary, we will arrange a home visit.
Can I wear the pendant to the shops?
No. The pendant will only function within a radius of approximately 50 meters of the unit. You can, of course, wear your pendant outside in your garden.
I am partially sighted can I have information in large print?
Yes just let us know and we will ensure that any correspondence you need is sent out in large print.
Does my telephone work as usual?
Although we use your telephone line to operate the unit, you are able to make and receive calls as normal. The only time your phone is affected is when you press the red button, any person calling you at this time will hear the engaged tone. When your telephone rings you will hear an additional ring tone through the unit, which is perfectly normal.
Does it cost me to use the unit?
All calls to our operator through the unit are charged at local call rates. When the unit or pendant is used it is just like a phone call and the time speaking to our operators will be charged as such. If you want to contact us by phone, the freephone 08000 837541 number can be used.
Why have I received a small white card with a red button on it?
This is a payment card, which enables you to pay at the post office, PayZone or Paypoint outlets; it also enables you to pay over the telephone with a debit or credit card by calling Customer Services on telephone number 01772 450600. You can also pay online here.
Can I pay weekly or monthly?
By using your payment card, direct debit payments can be set up accordingly.You can also pay online here.
Can I pay by cheque?
Yes, remember to put the account holder’s name and address on the back so it will be allocated to the correct account. Please make cheques payable to New Fylde Housing and send them to: Helpline, Sumner House, 21 King Street, Leyland, PR25 2LW.
Can I pay by direct debit?
Yes, you will need to telephone 01772 450600 for a direct debit form. Once you have completed and returned the form we will write to you to confirm the direct debit has been set up.
Can I pay for a relative’s Helpline service by direct debit from my account?
Yes, there is a section on the back of the direct debit form for the Helpline customer’s details if these are different to the account details. This means that money can be paid from a bank account different to that of the customer. If you would like the bill sent to your address this too can be done by phoning 01772 450600 and giving our operators the new correspondence address.
Is there a notice period if I want to return my Helpline unit?
Yes, there is one month’s notice period.
I have had the Helpline removed from my home, do I need to cancel my bank payment?
We will cancel direct debits for you but standing orders must be cancelled by the account holder.
Why do I get an invoice when I pay by standing order or direct debit?
You will receive an invoice each quarter, if you pay by direct debit or standing order. It is for reference only and says this on the invoice. It will show the amount due that quarter and the amount that will be taken by the bank.
What is the phone number to call if I require information about payments?
Please telephone Customer Services on 01772 450600.
