Home monitoring and personal alarms

The current UK telephone system, sometimes referred to as ‘analogue’, is being updated to a digital network.

The digital upgrade is planned to be completed by the end of 2025. Phone companies are already encouraging anyone with a landline to upgrade their phone systems.

If you currently use CarelinePlus

If you, or someone you care for, currently uses the CarelinePlus system, the change is likely to affect your service. Older telephone and healthcare equipment may stop working and will need to be upgraded.

Your phone provider, BT for example, will be contacting you to arrange for an engineer to visit your home to install the new system. Contact CarelinePlus when you have a date for the upgrade so we can plan to attend your property to check your equipment is still working. In some instances, we may not need to change your equipment, but it may be necessary to adapt or replace it. There is no additional charge for making these changes.

By keeping us informed, we will make sure that your alarm system and pendant continue to work effectively and keep you safe.

How to prepare for the engineer visit

You must tell CarelinePlus once you have a date for your engineer appointment so they can arrange to visit and test your alarm equipment. 

You will also need to do the following:

Request an account marker

An account marker ensures your provider knows you have a Croydon CarelinePlus system installed and your digital upgrade will need special testing. 

Your digital upgrade should not go ahead without notifying us. Telling us about your upgrade will help us ensure your alarm is still operational on the date of the switch.

Request a free battery backup unit

You will need a battery backup unit in case there is a power outage; the new telephone connection relies on electricity to work. Most telephone providers will issue a back-up battery unit free of charge. Let CarelinePlus know if this has not been provided.

Request a backup phone

If you or the person you care for does not have a mobile phone, please inform your provider so they can supply an alternative. This can be used to call in an emergency during long periods of power outage or if there is a problem with the alarm system.

When the telephone engineer visits

You must tell the engineer that you use a telecare alarm system. The engineer doing the upgrade may test the equipment before leaving. 

Let us know if they do not do a test just after the upgrade and a member of our team will provide the support needed to ensure that the equipment is working properly.  In some instances, this will require a home visit.

If you have already been switched over

If you have already been switched over to the digital system, contact us immediately and the CarelinePlus team will help you.

Contact us

If you have any questions or concerns about the switchover you can contact on the following:

Phone: 020 8654 7166
Email: careline@croydon.gov.uk