Testing the equipment

You should test your pendant/ wrist alarm at least once a month to ensure the pendant/ wrist alarm is working correctly. This is important because if it is not tested it may not work in an emergency when you need to use it to call for help.

You should test the pendant alarm by pressing the pendant/ wrist button, which will allow us to measure the strength of the pendant battery. When you have pressed the button, wait until an Operator answers and say that you are carrying out a test call.

If the battery signal is low we will arrange for one of our Installation Officers to visit you to replace the button. We would aim to schedule this visit within 2 working days unless you advise us of an alternative appointment time.

What if I press the alarm by accident?

Please do not worry, just tell the Operator that you are okay. We will be pleased to hear from you and will log the call as a test showing that your equipment is working properly. If you do press the button by mistake, please wait for the call to connect and please answer us. If you do not we will assume it is an emergency and you need help.

Confidentiality of information

We will only use your information for the provision of the service as advised in our Privacy Notice. Your information will be held and processed in accordance with the GDPR Act 2019.

Change in personal circumstances

If there is a change to any of the information we hold on you, e.g. emergency responders (keyholders), GP details, new code to key safe, a change in medical information etc., you must let us know immediately.

The way we ask you to do this is to press the pendant/ wrist button and the Operator will be able to amend your details immediately on screen to ensure a speedy response should help be required. Please also contact us on the details below.

If there is a change of service user e.g. customer no longer needs it, but partner would like to use the service, we need contacting as soon as possible with the new name, date of birth, medical conditions and confirmation that the listed responders (key holders), are the same.

Moving home

If you are moving and would like to have the pendant/ wrist alarm at your next home, you must call or email our Business Support Administrator with your new details. If it is a Carelink system you are able to unplug the equipment from your phone line and reconnect at your new property. Press the button to test. If it is not working or if you have a more complex system, please contact us and we will arrange for an Installation Officer to visit and install the alarm at your new address.

Absence from home

If you are going away, e.g. holiday, please call the Control Centre by pressing your pendant/ wrist or the button on the alarm unit and advise the Operator. Please note that when you return it is very important you let us know you are back at home.

Terminating your contract

If you wish to cancel your contract, you / your representative should notify our Business Support Administrator as soon as possible with the reason for cancellation.  All equipment must be disconnected and returned to your local connects office in Flintshire.  Any refund due will be processed once equipment is returned.

Do not take the pendant away from the property.

Reporting faults

If the equipment develops a fault, please report the problem to the alarm installation team email, or over the telephone. The Operator will attempt to resolve the problem over the telephone. If this is not possible, an Installation Officer will contact you to arrange an appointment to visit. If you lose your pendant/wrist strap alarm a charge of £45.00 will be payable for a replacement.

Wearing the pendant/wrist alarm

Please wear your pendant/wrist alarm at all times when at home, except when you are in bed; keep it within easy reach and put it on before you get up. The pendant/wrist alarm should be worn in the shower as it is waterproof.

Flintshire County Council will process your personal information for the purpose of fulfilling our contract with you, to manage your application and continued provision for a Carelink Alarm System. The sensitive personal information that you provide, will be used to enable relevant health and social care support to you within your home.

Your personal information will be passed to our data processor (Llesiant Delta Wellbeing, Unit 2 Dafen Industrial Estate, Heol Aur Dafen, Llanelli, South Wales SA14 8QN) who will provide the call monitoring service on our behalf.

Your personal information may be shared with the NHS, Police, or relevant third parties, if this is necessary as part of your contract to provide relevant support, or in an emergency.

Flintshire County Council will not share your information to any other parties or use it for any other purpose.

Your information will be retained for a period of 12 months following the termination/cessation of the service.

For more information on how Flintshire County Council processes information, please see our privacy notice on our website - http://www.flintshire.gov.uk/en/Resident/Contact-Us/Privacy-Notice.aspx