FAQs

Please find below all of our frequently asked questions. Is your question not answered? Not to worry, head over to our contact page to get in touch and we will be happy to answer.

Is anyone eligible for Somerset Lifeline?

Yes, anybody can have a Lifeline alarm, simply use the Contact Page to make a referral or enquiry.

Do I need to be referred?

No you do not need to be referred. It’s really easy to refer, see our Referrals page, contact us here or phone us on 0300 123 2224 find out more. We are happy to take referrals from any agency including friends, family, neighbours, carers, hospitals, social workers and GPs.

Is there a minimum contract length when signing up?

There is a minimum 3 month contract length, and ask all of our clients to give a month's notice if they no longer require the alarm

What is a Digital Hub and how can I get one?

The Digital Unit works for customers without a landline. Using SIM based technology you will be connected to our call centre at the touch of a button. To find out more call us 0300 123 2224 or email somersetlifeline@somerset.gov.uk

Is it right I can get a free fire safety check as part of the service?

As a Somerset Lifeline customer you are entitled to a free fire safety check thanks to our partnership with Devon & Somerset Fire & Rescue service. Our officers can arrange a visit from the Fire Service on your behalf. We are able to supply detectors that connect directly to your Lifeline unit so you can have peace of mind as we know how easily accidents can happen.

What happens if I can’t hear the call operator?

If you don't answer we will call your emergency contacts or the emergency services. If you have the response service, a member of our 24/7 emergency response team will attend to check you are ok. We will always act on every call we receive until help is on its way.

What is the signal range of the pendant?

Up to 50m, but we will always test the pendant range for your property and garden when we visit.

How do I know if I’m exempt from VAT?

Many clients are exempt from VAT due to illness or disability. We will discuss this with you when you call us on 0300 123 2224 or at your demonstration. Or simply contact us here

Is Somerset Lifeline accredited?

Yes, we are a member of the Telecare Services Association (TSA).

Do you phone up asking for my bank account details?

We may on occasion contact you for this information, for example, if you pay yearly and a refund is due at some point during the closure process, we may ask you to provide your bank details. The caller can always be verified by pressing your pendant or button on your unit at any time.

Why doesn't Somerset Lifeline's phone number show on caller id?

In order to be fully ready for the Digital Switchover of phone lines the technology used to support our service is hosted digitally on secure servers.

When Somerset Lifeline make an outgoing telephone call the number shown on caller ID will be either 0118 3583800 or 0118 3587700. We advise service users and their keyholder to save these numbers to their contacts so they recognise the caller.

Please note, these numbers do not accept incoming calls, if you need to call Somerset Lifeline you can do so on 0300 123 2224.