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What is Careline?

Careline is the only 24-hour emergency response alarm service in Stevenage that provides support to anyone who feels at risk.

The Careline service can help if you:

  • want peace of mind;
  • feel unwell;
  • feel unsafe or live alone and feel vulnerable;
  • have fallen or are prone to falling; and
  • are a carer and need reassurance that your loved one can call for help.

Unlike other alarm providers, Stevenage Careline does not charge for the equipment or the installation of it. There is only a small weekly charge which includes a yearly visit to check the equipment and to check on any details that may need updating.

This service is to support our residents to 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, knowing that help in your home is available whenever you may need it.

Levels of support

We have two levels of service you can choose from; responsive and monitoring.

Response service

Only £7.20 per week*

The Careline operator will contact our Specialist Support 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 while providing you with support and reassurance.

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

Specialist Support Officers wear a uniform and an identity badge and are checked by the Disclosure and Barring Service.

Please note that our officers are unable to provide personal care or administer medication.

Monitoring only service

Only £3.10 per week*

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.

*Costs are shown without VAT - if you have a long term illness or disability you may be exempt from paying VAT - we will discuss this with you when we visit.

What happens next?

If you would like to proceed with Careline, we will arrange for a Specialist Support Officer to visit you in your own home to complete an assessment of your needs and explain the service.

During the assessment, we will explain the different service options to you, obtain your medical information and your named emergency contact and demonstrate the equipment.

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

If you decide to go ahead with our response service, we will arrange for a key safe to be fitted so that our Specialist Support Officers can gain access in an emergency.

If you have the monitoring only service, we will contact your named emergency contact to confirm they are in agreement to respond to you if needed.

Once these are in place, a supported housing officer will install your equipment.

Apply or make a referral for the Stevenage Careline Alarm Service - opens new window

Telecare equipment

Telecare is additional equipment that can be added at no additional cost. Telecare 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; a falls detector would automatically trigger a call to our control centre, so if you had a fall, help would be on its way even if you were not able to press your pendant yourself.

You can contact us yourself or ask anyone supporting you to call us for further information.

Change in circumstances

If your circumstances change, please call us on 01438 242666.

If you are moving into independent living which has a similar system such as Careline, your Careline alarm will need to be returned to us.

If the service is no longer needed, please return the equipment to our Customer Service Centre.

Customer Feedback

“Careline is an excellent service and very good value for money. My Mother wears her pendant all the time and this gives her confidence that she is safe. It also gives her relatives peace of mind. The staff are always very professional and very friendly. They always show kindness and respect to my mother. I would highly recommend the Careline service.”

Stevenage Careline

Stevenage Borough Council

Daneshill House





01438 242666