Care Services- Frequently Asked Questions

Here are the answers to some of the most frequently asked questions about Care Services. If you can’t find the answer to your question here please call us on 0191 5271089.

What is the cost of the service?

All clients are asked to complete a support plan (assisted by staff) when they join the service. The support needs are then assessed and clients advised on the appropriate level of service to support their needs. Please note as needs and circumstances change there is flexibility within each level of support for example if a client has just been discharged from hospital they may need the high level support for a limited time and then return to their normal level.
Please note below the level of service available and the charges.

Please remember if you are in receipt of Housing Benefit or Pension credit and have support needs you may be exempt from the changes.

High Level Support £11.92 (Per Week) council*, £11.00 (Per Week) other tenures.

This level of support is normally delivered to clients who live in sheltered blocks whose support needs were assessed prior to them taking up tenancy. However it is available to all clients if there is a support need. It may also be accessed if a client has recently been poorly or discharged from hospital.

• Connected to the 24/7 Warden Service and Mobile Warden response to home if required.

• Daily contact and weekly visit.

Low Level Support £5.42 (Per Week) council*, £5.00 (Per Week) other tenures.

• Connected to the 24/7 Warden Service and Mobile Warden response to your home.

• Less frequent contact.

Core Level Support £3.79 (Per Week) council*, £3.50 (Per Week) other tenures

• Connected to the 24/7 Warden Service and Mobile Warden response to your home.

* The charge for the service to Council Tenants appears to be more expensive that the charge to other tenures this is because the charge to the council tenants is calculated over 48 weeks instead of 52 weeks. At the end of the year everyone will pay the same for the service.

Please note - If you are a council tenant the warden service charge will be added to your rent account.  If you are an owner/occupier or living in private rented accommodation you can pay by standing order, direct debit or quarterly invoice.

If you are a council tenant in receipt of housing benefit and have support needs, Supporting People may pay your warden service charge, as long as there are vacancies in the 'Supporting People' contract.  If you are not a council tenant but have received a successful fairer charging assessment your charge will be paid by supporting people.  Some council tenants are transitionally protected from the charge.  To find out more speak to your local housing officer or contact warden services 0191 5271089.

Do I have to be a pensioner?

No.  There are no criteria to join the service.  Many people benefit from the Warden Service who are substantially below retirement age.  We provide the service to all vulnerable residents of the District.

What connections do I need in my home?

A BT telephone line and a standard electrical mains socket, preferably on the same wall in the room and not too far apart.

How long will I wait before being connected?

All requests for service are connected within 24 hours to the service.

What if I set the alarm off by mistake?

Don’t worry – the operator won’t mind at all.  Just wait until the  control staff answers your alarm, tell them it was accidentally set off and the call will be cancelled.

Will Control Centre staff be able to listen in on me at home?

No.  The system is completely private.  The operator can’t hear anything until you use your pendant or press the button on your alarm unit.

What happens if you can’t hear what I’m saying?

If the Control Centre receives a call where no speech can be heard, they will then call you on your telephone immediately.  If you do not answer the telephone, a mobile warden is sent to your property to assist.

How far away will the pendant work?

Under normal circumstances a call from the pendant can be received from anywhere within your house or garden (dependent on the size of the garden).

What if there is a power cut?

If there is a power cut at your home, the system will continue to work for at least four hours – long enough to sort out most electricity problems.  If there is a power cut in the warden control centre, an emergency generator will take over – so you’ll never be out of touch.

What if a mobile warden is sent to help?

Our uniformed wardens carry identity cards so don’t be afraid to ask for proof before letting them in.  If you are ill or injured and can’t open the door, don’t worry – you will be asked to leave a spare key at the Control Centre or details of how we can get in touch with a key holder.