What is Monitoring?
24-hour monitoring and support
When anyone connected to the service calls us, activates an alarm, or if a sensor detects a problem we immediately respond.
This a non-stop service which goes on 24-hours a day, seven days a week, 356 days a year. It is fully backed up, so if the WEL system fails, monitoring is automatically and seamlessly switched to a different site.
Monitoring is carried out by our specially trained and skilled operators. Our team have been selected because they enjoy helping people, have the personal skills to provide reassurance, a high level of sensitivity and plenty of common sense. They understand that living alone can be stressful, that clients may need assistance with 'minor' difficulties, that there are times when clients may be confused, forgetful, uncomfortable and in poor humour. They spend as much time as is needed dealing with any difficulties, offering advice if appropriate or calling-in assistance or the emergency services when necessary.
When a call is received, staff can immediately see how the call was triggered, e.g. a pendant alarm. The caller's details are displayed, including name, address, carer's or neighbour's details, keyholders', doctor's details and, if appropriate, medical conditions. If the call centre receives no verbal response, the client is called on the telephone. If there's still no response, the centre uses the client's list of contacts to ask the nearest person to call at the house and check if everything is OK.
The centre is compliant with the Telecare Services Association (TSA) Code of Practice. Calls to the centre are recorded and may be used for training purposes.
Complete systems back up
For added security, all our systems are fully backed up by a leading industry partner so that our customers can be assured of an uninterrupted service