- We aim to promote dignity, independence, security, confidentiality, choices, rights, privacy, equal opportunities and well being of our customers
- Answer all customer calls in a professional, caring and courteous manner
- Contact the emergency services, friends, family or designated person immediately if required
- Treat you and your home with respect
- Ensure the work is carried out to a high standard and leave your home clean and tidy
- Provide an emergency response service 24 hours a day, 365 days a year
-
Aim to answer 98.5% of calls from the customer to the Control Centre within one minute and 99% of all calls within three minutes in line with the TSA call handling standards
-
Provide you with full details of how the Lifeline equipment works
- Make an appointment for an installation or demonstration within 24 hours of you contacting us
-
Confirm an appointment by telephone or letter and provide proof of identity before entering your home.
-
Update changes to the information that we hold about you/your contacts within 24 hrs of you telling us the new information
- Respond to any reported equipment fault within 1 working day (24 hours)
- If you have made an emergency call to us and have signed up to the Emergency Mobile Response service, we aim to exceedthe Telecare Services Association standard of a 1 hour response.
- Carry out monthly quality checks of our call handling
- Comply with the Telecare Services Association Code of Practice
