What is Lifeline?

Below are some of the most frequently asked questions (FAQs) about Ashford Lifeline. If your question is not answered below, please contact us.

Who runs Ashford Lifeline?

Ashford Lifeline is part of Ashford Borough Council. We have over 25 years experience of managing a community alarm service.

What is the Lifeline service?

Ashford Lifeline is a 24 hour service providing an instant response at the touch of a button. The service provides a home and personal safety alarm system that enables people to live independently in their own homes or safely in the work place.

Who can use Lifeline?

We offer our installation, monitoring and response service to those living in the South East whether in private or rented accommodation.

Lifeline is not just for the elderly it can also be used by vulnerable young people, people with disabilities or those just discharged from hospital especially if living alone or have young children. Lifeline is also for lone working when at work e.g. shops workers. It can act as a panic button in the event of threatening situation where police assistance may be required.

The benefits of having the alarm if you are home alone and have young children is that it is easier for a child to press one button and have a friendly voice speak to them and for us to have automatic access to all your personal details such as name, address, medical conditions contact details etc. so your child will not have to remember how to dial 999, which service to ask for and then name, address, etc. which will reduce any distress to your child and you know you have peace of mind that help will be with you quickly.

How will I know the service is well run?

Ashford Borough Council has been accredited by the Telecare Services Association (TSA) which is the representative body for the Telecare industry in the UK.

The TSA works closely with the government and local authorities. In England, the TSA played a pivotal role in the Telecare Policy Collaborative producing comprehensive codes of practice which we have to comply with to receive this prestigious acknowledgement of the level of service we deliver. In gaining this award, we are able to demonstrate that our policies and procedures achieve the highest standard which are inspected annually by National Security Industry (NSI).

How does Lifeline work and when can the alarm be used?

Here are some examples of when you might need to use an alarm, especially if you can not get to the phone:

  • If you are unwell
  • If you fall
  • If you are unable to get up
  • If you are unable to get out of a bath
  • If you are injured
  • If you have a fire
  • If there was an intruder in your property or garden
  • If you are pregnant and go into labour
  • If you have a condition and your child needed to call for help – pressing a button is easier to remember than dialling 999!

This is not an exhaustive list and we encourage you to use the alarm in any emergency situation when help is needed.

How is an alarm call made?

If help is needed you press either the pendant or the button on top of the alarm unit– this sends an alarm signal to the Lifeline monitoring centre.

There will be a bleeping sound and flashing lights on the unit to confirm the call is being sent and to reassure you.

Who answers an alarm call at the call centre?

Our service operates 24 hours a day, 365 days-a-year, so if you need help, we are only a press of a button away.

Calls are answered by a team of fully trained call handlers that have been fully vetted using enhanced Disclosure and Barring Service checks.

The system automatically identifies where the call has come from and personal details are accessed as soon as the call is received.

The microphone in the alarm system is sensitive so that in most instances you can be heard wherever you are in your home or garden.

For your safety, security and for staff training all calls relating to our Lifeline service are recorded.

Responding to an alarm call

When an alarm has been activated, the Lifeline call handler will decide, when possible with you, the best course of action which can include calling the emergency services, out of hours medical service, a named contact, or maybe just discussing your situation with you and offering advice.

Our staff will do everything they can to get you the help you need, but please note they are not medically trained or qualified to give personal care or first aid advice, and cannot attend your premise and assist you themselves.

We will take your wishes into account at all times, but we must reserve the right to act against those wishes in certain circumstances, such as a serious concern for your health and safety. When we do this, we will fully explain the reasons for our decision. We will always endeavour to make the best decision for your own well-being.

Our staff must also not get involved in offering you services themselves in a non Ashford Borough Council capacity, or from their own friends or family, and must not give you financial advice, although they can make a referral to Revenues and Benefits or other agencies on your behalf.

What happens if we get no answer?

If you activate your alarm and we cannot make contact with you through the alarm, or by phone, we will call your named contacts and ask them to check you are well.

As your well-being is most important to us if all other means of contacting you fail, we will call the emergency services, who may have to make a forced entry if a key is not available. A keysafe is a secure way of always ensuring the emergency services, your named contact or a family member is always able to access the property.

More information on keysafes can be found on our Lifeline products page.

The Response Service

Whoever we contact, whether the emergency services, or your contacts, they will be responsible for assessing your situation and judging if additional help is needed, which our call handlers can assist with if required.