Telecare

What is telecare?

Telecare consists of a range of personal and environmental sensors that enable people to remain safe and independent in their own home for longer. It aims to provide reassurance 24 hours a day to those living on their own or caring for vulnerable people, helping you to stay safe and have the right support in crisis situations.

A basic alarm system will include a hub unit which is plugged in to your landline or broadband at home. You then have a button that you can wear around your neck or on your wrist. When you need help, you activate the button which creates a call through to a 24-hour monitoring centre. An operator in the call centre will arrange and co-ordinate the support that you need. Some systems can also expand to include other alerting devices, such as door sensors or automatic fall detection.

Who could benefit from the service?

Telecare may be able to help you if you're:

  • Worried about falling
  • Recently discharged from hospital and require additional support and assistance at home
  • Living alone
  • Caring for someone who needs extra help
  • Living with disabilities
  • Living with a long-term health condition, for example, dementia

Some examples of equipment available are:

  • Falls detector
  • Smoke alarms
  • Sensor pads
  • Sensor lights
  • Door sensors

Take a look at our options page for some examples of the equipment available.

Where do I get a community alarm service from?

Shropshire Council have an arrangement with Tunstall Healthcare (UK) Ltd to provide the 'community alarm service' in this area. If you're in receipt of a means-tested benefit and are eligible for a community alarm service, this can be provided with a one-off installation charge of £35 and a monitoring charge of £3.45 per week, payable by direct debit or invoice. If you'd like to be assessed for a community alarm, please call 0345 678 9021. 

If you're looking to arrange telecare services privately, there are many providers who you can contact directly. There are some listed below for you to consider. Please note that Shropshire Council doesn't endorse or make any recommendations on their services. 

FAQs

How do I qualify for telecare?

To receive telecare via Shropshire Council you'll need to have a Care Act assessment to determine your care needs and eligibility. If you already have a social worker, speak to them; if you don't, get in touch with the First Point of Contact team on 0345 678 9044. If you don't wish be assessed by Shropshire Council, or you've been assessed but not been given telecare as a result, you're still able to go directly to any of the telecare companies listed on this page and purchase their services as a private customer.

Will I have to pay for telecare?

If your Shropshire Council telecare service started after 1 June 2026 you're liable to pay a £35 one-off fee for installation of the equipment, and a £3.45 weekly fee for the monitored service. If you already have other care services provided by Shropshire Council, and have been financially assessed to pay a contribution towards your care, you won't be charged for telecare on top of your existing contribution.

How will I receive my telecare equipment?

After you've been referred for telecare, an engineer from Tunstall Healthcare (the company that provides telecare equipment for Shropshire Council) will get in touch with you or your chosen contact by phone in order to arrange a suitable date and time to visit your home and install your equipment. If you're waiting for telecare equipment and you get a phone call from a number you don’t recognise, don’t ignore it – it may be the engineer.

What do I do if my telecare equipment isn’t working?

If your equipment is damaged, broken, or malfunctioning, and you need it repaired or replaced, you can let us know by emailing shropshiretelecare@shropshire.gov.uk and we'll arrange for an engineer to come and fix it.

What do I do if I move house?

If you move house, we advise you to take all of your telecare equipment with you. If you need help removing it or reinstalling it at your new home, please let us know by emailing shropshiretelecare@shropshire.gov.uk and we'll arrange for an engineer to assist you.

What if I go into hospital or short-term residential care?

If you go into hospital or a short-term residential care placement, as your telecare equipment in your home is still connected and being monitored you're still classed as in receipt of the service. If you're being charged for your telecare, this will still apply over the duration of your hospital or short-term residential care stay. If you're going into long-term residential care we'll arrange for your equipment to be uninstalled, and the telecare service to be ended.

What do I do if I no longer want or need my telecare equipment?

If you no longer want your telecare equipment, please let us know by emailing shropshiretelecare@shropshire.gov.uk – we'll arrange for an engineer to come and remove the equipment from your home. Please don't dispose of telecare equipment yourself, even if you don't use it or it's not working properly.

What happens when I raise the alarm?

When your alarm is activated, either manually by pressing the button on your pendant, or automatically by a fall detector or sensor, your lifeline unit will contact Tunstall’s alarm response centre. Response centre staff will first try to make contact with you via the lifeline unit and on the phone to check that you’re ok; they'll then attempt to call any emergency contacts listed on your record. If they receive no response, or if it's clear that you're in need of emergency assistance, they'll call for an ambulance.

Can I change my emergency contacts?

Yes; please contact Tunstall by activating your alarm and speaking to someone from the response centre – they'll be shown your details on their screen when your alarm is activated. Let them know that you wish to change your emergency contacts, or update any other information on their records, and they'll be able to make the necessary amendments. Please note that if you wish to contact Tunstall on behalf of a family member who uses telecare equipment, or you're not present at the property to activate the alarm, you can also call the response centre on 0330 123 1335.

I live with someone who has telecare – can I use their equipment?

If you wish to use telecare equipment provided by Shropshire Council, you'll need to have a Care Act assessment – if you're referred for telecare as a result, you'll be provided with your own equipment that can easily be connected to the existing lifeline unit in your household. If you're using, and wish to continue using, telecare equipment that was left in your home by another resident who has passed away or has gone into residential care, please get in touch with the First Point of Contact team on 0345 678 9044 to request a Care Act assessment for yourself, and to ensure that our records are updated with your details. If you wish to return the equipment, please email shropshiretelecare@shropshire.gov.uk and we'll arrange for an engineer to collect it.

Do I need a landline or wifi to have a telecare alarm?

No – while the Lifeline Digital alarm can be connected to your wifi, it will also receive a 4G, 3G, and 2G mobile signal, allowing it to function as a standalone unit with no wifi or landline connection necessary. If you're in an area with an especially weak or intermittent mobile signal, Tunstall engineers will install a signal booster to make sure your alarm works as intended. You don't need to have a mobile phone, or a contract with a mobile network provider, in order for your Lifeline Digital alarm to receive a mobile signal.