The Careline alarm service offers a unique emergency alarm response service providing peace of mind and reassurance 24 hours a day, 365 days a year.

Our service is available for residents within the borough of Stevenage who feel at risk for any reason.

This service is to support our residents maintain an independent life in their own home, comforted by the fact that help is available at a touch of a button. It gives the freedom to live independently, in the safety of knowing that help in your home is available whenever you need it.

If you are looking at this service for a friend, family member or someone you care for download our leaflet (available below) so you can show them about our service. 

How it works

We provide and install a small alarm unit into your telephone line and you will be provided with a small discrete pendant which you can wear on your wrist or attached to a neck cord.

When you press the pendant it sends a signal to our control centre who will then answer your call via the speech module on the unit.  Your call will be answered by a friendly Careline operator who will make sure you receive the support you need. 

The careline equipment does not disrupt your phone service and you can continue to use your landline as normal.

Choosing the right service for you

We have two levels of service you can choose from;

Mobile Response Service

The Careline operator will contact our Mobile Supported Housing Officers who will respond to your emergency call 24 hours a day, 365 days a year.  They will assess the situation and provide support as necessary by contacting the emergency services, doctors, carers or relatives whilst providing you with support and reassurance.

If you need more assistance we will signpost you or refer you to other services.

All our Mobile Supported Housing Officers wear a uniform and an identity badge and are checked by the Disclosure and Barring Service.

Please note: Our Mobile Supported Housing Officers are unable to provide personal care or administer medication. 

Monitoring Only Service

When you press your pendant for help the Careline operator will contact the emergency services (if they are needed) and one of your emergency contacts. 

If you choose this service you will need to provide 2 contacts who live nearby and who are able to come out to you in an emergency any time of day.

Cost of the Careline Service

Our weekly costs include the cost of the rental and maintenance of the alarm equipment and we do not charge additional set up fees.

Our current costs of the two services are:

  • Full Mobile Response service - £5.50 per week plus VAT*
  • Monitoring only service - £2.50 per week plus VAT*

(costs shown are for April 2017 to March 2018)

*VAT – if you have a long term illness or disability you may be exempt from paying VAT, we will advise you if this applied to you when we visit.

You may be able to get assistance with some or all of the cost depending on your individual circumstances and we can discuss these with you when we visit you to discuss the service.

For further information about the financial assistance you may be able to receive please read the Charging for community based care leaflet from Herts County Council Health & community services (link available on the right).

The calls made from your Careline unit to the call centre are charged at a local call rate for all telephone providers.

Apply for Careline

Please call us on 01438 242666 or download a referral form.

What happens next?

If you would like to proceed with our Careline service we will arrange for a Mobile Supported Housing Officer will visit you in your own home to complete an assessment. 

At the assessment we will explain the different service options to you; obtain all your important information such as medical and your named emergency contacts and demonstrate the equipment.

You are under no obligation to proceed with the service and we can complete this visit at a time to suite you with a family member of friend present if you wish.

If you decide to go ahead with our service we will arrange for your lock to be changed if you are having the response service so the Mobile Supported Housing Officers can gain access in an emergency. However if you have the monitoring only service we will contact your named emergency contacts to confirm they are in agreement to respond to you if needed.

Once these are in place a Mobile Supported Housing Officer will then install your equipment.

Telecare Equipment

Telecare is additional equipment which works alongside the Careline unit to help you maintain your independence and provide extra assistance or support.

There is a wide range of equipment available for example, falls detector; if you had a fall it would automatically trigger a call to our control centre meaning help would be on its way even if you were not able to press your pendant yourself.

You can contact us yourself or ask you support or social worker to call us for further information.

If you require any Telecare equipment, this can be added to our service at no additional cost. 

Change of circumstances and how to end the service

Please let us know if your circumstances change as soon as possible by ringing us on 01438 242666.

If you are moving into sheltered housing, this is covered by a similar system and your Careline alarm will need to be returned to Stevenage Borough Council.
If you need to end the service for any other reason please return the equipment to the Customer Service Centre at Stevenage Borough Council. 

There is no notice period for this service however you will continue to be charged for the service until the equipment is returned to us.


Careline Referral


Careline Referral form

Careline information leaflet

Careline agreement

Charging for Community Based Care (Herts County Council)

Contact us

Stevenage Careline
Daneshill House
Herts, SG1 1HN

Telephone: 01438 242666