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Frequently Asked Questions

What happens once I’ve pressed the Telecare alarm button or a sensor has been activated?

Your telephone will automatically connect you to the You First Customer Call Centre when the button is pressed. You do not have to get to your telephone to listen or speak to our Customer Call Operator, as the alarm is fitted with a powerful speaker and microphone. All calls to the Customer Call Centre are recorded so that if we need to we can play them back, for example for the emergency services. Recordings are also used for training and monitoring quality of service. The Customer Call Centre Advisor will know who you are and where you live, without having to ask you. They will ask how they can help you and will agree with you what action will be taken. If we do not get a reply from you, we will always send some help to check that you are ok. The Customer Call Advisor can also offer advice and reassurance to help you reach a decision or signpost you appropriately for non emergency situations. For example, you may want us to contact a family member or the doctor. Find out more about You First Telecare