Our Service Standards

• We will have a mobile warden at your home within 20 minutes of receiving a genuine emergency call. (Dependant of weather/road conditions)

• We will answer 80% of your intercom calls within 30 seconds, and 96.5% of your calls within 60 seconds. 

• We will alert emergency services on your behalf (fire, police, ambulance)

• We will provide the service for 24 hours a day, 365 days a year. 

• We will connect you to the service within 24 hours of your request providing you have a suitable electrical socket and BT line. 

• We will give you an information pack on the service.

• We will provide information on other services available through us, such as the Handyperson Service and Telecare Service. 

• We will tell you about our focus group for clients. If you would like to join in discussions about the service, please contact the manager. 

• We will offer you a choice of equipment, and a choice of how you would like to wear your pendant. 

• We will respond to faults on your intercom on the same working day, and faults on your pendants on the next working day.

• Staff are always happy to answer any queries about the service, or if you would like to arrange a demonstration of equipment in your home, telephone-

0191 527 1089/1090 any time of the day of night Or 0191 527 0501 ext 4550/4339/4341

Or write to: Care Services, Council Offices, Building 8, Seaside Lane, Easington, Co Durham SR8 3TN.