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Careline & Lone Workers

Help at the touch of a button - Your 24 hour friend

Herefordshire Careline is a 24 hour Personal Emergency response service, based in Hereford which is connected to your home through an alarm unit linked to your telephone line. Help in times of crisis is just the push of a button away. The control centre is staffed 24 hours a day by friendly, helpful staff. The service helps people to live independently in their own homes.

What you can expect

• Easy installation - our experts will install and demonstrate the service in your home
• Instant response - immediate help in an emergency
• Professional Service - Careline is a fully accredited alarm service*
• Reassurance - peace of mind that help is available at the touch of a button

* Telecare Services Association 2009 Code of Practice (all services fully compliant)

Who would benefit from the Careline Service?

Careline is available to anyone who needs to summon help urgently, such as:

• Individuals who are Housebound
• Vulnerable people
• People who are living alone
• Young, elderly or disabled people
• Individuals who have recently been discharged from hospital and require additional support
• Those that require some form of reassurance

There is no age barrier for this service.

How does the Careline Service work?

The Careline Service allows you to call for help by the simple touch of a button, either on the alarm unit, or by simply pressing a radio pendant, which can be worn around the neck, on the wrist, or clipped to your clothing. Once you press the button, you will be linked to Herefordshire Careline where friendly and professional staff will talk to you and take appropriate action, whether it be contacting a friend or family member to alert them to a problem or contacting the emergency services. Where possible our staff will stay on line until help arrives. As the service is operated 24 hours a day, 7 days a week, you can be reassured that help and assistance is always only the touch of a button away.

The Careline equipment can be purchased or rented from Herefordshire Housing and financial assistance may be available through other organisations.

A small on-going charge is then made for the service, which also covers the cost of maintenance of the alarm unit.

Installation of the system and the provision of the service are simple, and are carried out by our own staff.

More information about Careline:

 Welcome to Herefordshire Careline

 Testing your alarm equipment

 Your information and how we use it

 Taking account of your wishes

 Accessing your home in an emergency

 Protecting you and us

 Health and Safety requirements

 Alarm equipment options

Lone Worker Monitoring

Herefordshire Careline also offers a Lone Worker Monitoring service that could help to ensure the safety of your employees. By simply programming the mobile phone of the lone worker to our control centre we can monitor their safety using our easy-to-use system. Find out more about Lone Workers.

Out-of-Hours Call Handling & ASB Call Handling Services

Other services that we offer include out-of-hours repairs and anti-social behaviour call handling services, which we currently provide for a number of other organisations. Our centre is manned 24 hours a day, so you can rely on us to take your calls when your offices are closed. We offer a polite and professional service that your customers will appreciate when they are unable to contact you directly.

These services can also include emailed reports of the calls we have passed to your representatives/contractors and monthly call handling reports*. If you would like to find out more about these services please contact Simon Herdsfield on 01432-384097.

**Subject to contract

Contact Us 

If you have any queries, please do not hesitate to contact us. We also value any feedback from you so call us with your comments. Hopefully your experience with us will always meet your expectations, however if it should fall below this standard then you can also make a complaint using the details below.

Write to us: Herefordshire Careline, Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN

Call us: (01432) 384100 (24 hours a day, 365 days a year)
Systems Support (for account enquiries): 0300 777 4321 (Mon-Thurs 8:45 – 17:15, Fridays 8:45 – 16:45)

Mini Com: (01432) 378487

Fax us:  (01432) 359315

Email us: community.services@hhl.org.uk

Further Information:

 Download a copy of our leaflet

 Herefordshire Careline Performance Information

 Herefordshire Careline Service Standards

 Herefordshire Careline Customer Survey Results

 Herefordshire Careline in spring 2010

 Herefordshire Careline 2010-2011 Annual Report

Where you can find us
Head Office: Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN. Tel. 0300 777 4321 Fax. 01432 384198	City Centre Office: One-Stop Shop 84-86 Widemarsh Street, Hereford, HR4 9HG. Tel. 01432 346070 Fax. 01432 346089	South Wye Office: Jubilee Court Community Facility Kilvert Road, Newton Farm, Hereford, HR2 7FE. Tel. 01432 346091 Fax. 01432 379260