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FAQs

How much does the Response Service cost?
Visit our Online Store for details on pricing. The price includes a Lifeline home unit, personal radio trigger and 12 months monitoring.

How do I pay for the Response Service?
You can pay by Credit or Debit card when you order via this website. We will also send you a Direct Debit slip with the Lifeline home unit for you to complete and return to us so that after the first year you can pay our monthly monitoring charge by Direct Debit.

How is the Response Service installed in my home?
There are two options; either choose Tunstall’s professional installation service which includes full installation, testing and training or install the system yourself using the instructions provided. For systems including telecare sensors we recommend our installation service.

How will I learn to use the Response Service?
If you choose the installation service then our highly trained installer will provide full training on how to use the service. However, it is very simple, all you need to do is remember to wear your personal trigger at all times within your home and garden and then press it whenever you need help. If you would like to ask a questions about the service in the future just press the personal trigger or the red button on the Lifeline 400 and one of our operators will be pleased to help you.

What happens if I push the personal trigger but can't get to the home unit?
The Lifeline home unit contains a powerful loudspeaker and microphone, however should you not be able to hear it or we cannot hear you we will immediately follow our procedures and contact one of your keyholders.

How do I raise a call for help?
Simply press the red button on your personal trigger or your Lifeline home unit. If you have chosen a telecare sensor, these will automatically call for help if they detect a potentially dangerous situation e.g. smoke. They will also warn you to help make sure you are aware of the situation.

How much electricity does the Lifeline home unit use?
The Lifeline uses very little electricity and we estimate the cost of the electricity it uses to be around £1 per year. This is less than 0.3p per day.

What do I do if I move home?
Just take the equipment with you and install it in your new home. Then test the personal trigger and let us know that you have moved home and our operator will update your records. We also need you to keep us informed of changes to your keyholders and medical history. Please click here to view our 'How you can help us' leaflet.

How far away from the home unit will the personal trigger work?
This depends on your house (e.g. thickness of walls) however on average the personal triggers work up to 50 metres from the Lifeline home unit. This should ensure it works in all rooms within your house and the majority of your garden. We recommend that you test your personal trigger when you install the service to see what the coverage is in your home.

How can I be sure the Response Service is working?
We recommend that you test your personal trigger every month to ensure it is working properly. When the call is answered just let the operator know that you are testing the service and that everything is ok.

Can Lifeline be used if there is an extension telephone/Internet connection being used on the same telephone line?
All extension telephones should be plugged into the Lifeline 400, in accordance with the installation instructions, to ensure disconnection of normal telephone calls when an alarm call is made. A good quality filter must be installed on the line for use with internet connections including broadband.

What happens if my Lifeline stops working?
In the unlikely event that your Lifeline stops working please return it to us at the address below with a note including your name, address, telephone number and what the problem is. We will then repair it or send you a replacement.

How do I cancel the Response Service?
The service has a minimum contract period of 12 months. After this period the service can be cancelled with 30 days notice by pressing your personal trigger or red button on your Lifeline home unit and the operator will help you.

*based on the cost of the Lifeline unit and monitoring over a 3 year period