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Personal Alarm Service FAQs

Personal alarm service FAQs
Frequently Asked Questions about our Personal Alarm Service

We have compiled a list of Frequently Asked Questions that customers ask about our Personal Alarm Service before ordering.

If you have an issue with your personal alarm service or you think there is a fault, please read our personal alarm troubleshooting guide or call our Customer Services team on 0800 085 7310 - we are here to help.


Self-set up: £69 one off charge. £3.64 per week ongoing personal alarm service charge (collected quarterly).

We-Connect your personal alarm service in your home for you: £129 one off charge. £3.64 per week ongoing personal alarm service charge (collected quarterly).

All prices exclude VAT which will be added at 20% where the customer isn't eligible for zero rating. Note the majority of our customers are eligible for VAT zero rating due to long term medical conditions such as arthritis, diabetes, high blood pressure. Simply complete the VAT exemption form and we’ll do the rest.

We provide a brochure with full instructions and diagrams for you to follow. 

You can also follow the instructions in our self-connect personal alarm video to connect and test your personal alarm.

The pendant is water resistant, so you can wear it in the shower, but it’s not advisable to completely submerge it in a bath.

It shouldn’t do, but just to be on the safe side we provide you with a broadband filter which is fitted onto your telephone line.

Yes, you can add another pendant for anyone living at the same address for just £35 with no on-going additional charge. If you would like to find out more contact Customer Services on 0800 085 7310 who will be happy to help.

We recommend you fit a key safe to store your house keys securely outside of your home. On such occasions, we’ll share the key safe code with the emergency services so they can get to you quickly.

If you change your address, telephone number or there are changes to your medical conditions or keyholders contact information, it’s important to tell us straightaway.   We rely on this information being correct so we can arrange assistance for you if you need it.

Please call Customer Services on 0800 085 7310 and speak to one of our team.

If this happens, please don’t worry; the battery in the base unit will keep the service going for up to 36 hours. The alarm unit will also send us a signal if your power goes off and we’ll call you to check you’re aware and that you’re OK.

We won’t know if this happens, but your unit will play a message to inform you of the issue. We suggest borrowing a phone from your friend or a neighbour to let us know.

Yes, you’ll need to be set-up with ‘Type talk’ or ‘Next Generation Text’ for us to be able to contact you, or alternatively we can contact your chosen keyholders.

If you have more than one landline telephone, it may interfere with the alarm unit when the other phone is in use or if it is left off the hook. Get in touch with our Customer Services on 0800 085 7310 for further advice on how to avoid this.

If you no longer require the PPP Taking Care Personal Alarm Service, please ring our Customer Services team on 0800 085 7310 who will be happy to explain what you need to do.

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