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Frequently Asked Questions

What happens if I press my pendant in an emergency?

Your alarm will begin to beep and it will dial the monitoring centre. One of the trained operators will speak to you through the alarm unit (you do not need to be close to the alarm unit as it has a very sensitive microphone) and you will need to speak back to them and explain what help you need. In the event of an emergency the operator will call the emergency services on your behalf. If the issue is not life threatening the operator will call one of the emergency contacts you supplied on the application form.

Do you have experience working with local authorities?

Our main client base is local authorities and our business is tailor made to suit their needs. If you are considering out-sourcing any part of your telecare department, give us a call today and we will show you how we can help.

What happens if I press my pendant or activate any sensor by mistake?

When the operator speaks to you, simply explain that the call is a false alarm and they will close the call down. Please don’t worry about false alarm calls, the operator will just be pleased that you are well and any call is a good test for the equipment.

Do I need to test the equipment?

Yes, you should press your pendant once a month; tell the operator at the monitoring centre that it is just a test call. The batteries in the other sensors are self-testing and you have the option of receiving a maintenance visit regularly. It is also a good idea to test your pendant after a power cut or storm.

Can I wear my pendant in the bath/shower?

Your pendant is waterproof but should not be submersed in water for a long time.

Do I need to disconnect the base unit at night or if I go away on holiday?

No, please do not unplug the base unit for any reason; it is designed to be continuously connected. Unplugging it will cause the unit to beep and may cause problems at the monitoring centre.

What can affect my alarm unit from working properly?

Your alarm unit has a backup battery - in the event of a power cut the alarm unit will still work for several hours. You need to ensure your telephone line is working as the alarm depends entirely on the phone line so please check this regularly. Other bits of technology that send out their own radio waves such as broadband routers and portable telephones can severely impact the efficiency of your alarm so please make sure you do not place your alarm within one metre of any wireless device.

How do I make changes to the information the monitoring centre hold about me?

Just press your pendant and let the operator know the changes you wish to make. Alternatively you can call 01233 500 498 for further assistance.

There is a fault with my base unit or one of my sensors, what do I do?

If your base unit is working correctly, press your pendant and report the fault to an operator. If your base unit is not working please call 01233 500 498 and we will be happy to help you.

I no longer want the equipment in my home, how do I arrange for it to be removed?

We hope you enjoy the peace of mind a Red Button alarm gives you, but if you feel you would like to leave us then please call 01233 500 498 to discuss your concerns with one of our advisors.

What do I do if I have a complaint?

We pride ourselves on world class customer service and care. If you feel our standards have dropped we would love to hear from you to discuss your issue, please call us on 01233 500 498. You will be treated with understanding and respect and we will work with you to ensure the issue never occurs again.

Are your technicians trained?

Yes, all of our engineers are not only trained to a high technical standard, but we also place a huge amount of emphasis on personal skills as well. More often than not, the clientele we work with can suffer from extreme loneliness, we ensure that a visit from one of our engineers makes their day!

Are you accredited by the TSA?

Yes, we are not just accredited but we are platinum members. At Red Alert we believe TSA accreditation is essential as it shows our customers that we really do strive to maintain excellent standards in all of our services.