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Futures Telecare – Frequently Asked Questions

Here are some of our most frequently asked questions about Telecare, if you can’t find the answer you’re looking for, get in touch.

Included in this page:

Is Telecare just for older people?

No, anyone can have Telecare installed in their home and there’s no age restrictions on who has it.

Telecare is aimed at anyone who thinks they may need assistance or reassurance at any time during the day or night.

How does Telecare work?

The Telecare unit is connected to your existing telephone landline and a close by electrical socket and will be installed by one of our team.

Once set up, you will be able to call for help by pressing a red button on a pendant which will be given to you at the time of installation. You can also opt to have sensors fitted around your home that will automatically be able to detect that you need help and raise an alert for you.

This diagram shows what happens when an alert is raised:

How do I know if my home is ready to receive Telecare?

All you need to get Telecare is a telephone landline that can make and receive calls and an electrical socket within one metre. If you’ve already made an appointment and can’t meet these requirements then speak to one of our team who can give you some advice on what to do.

I have broadband, can I still have a Telecare package?

Yes. Your broadband supplier may have issued you with a filter already. If not, our Telecare Team will ensure that this is fitted correctly when they install your Telecare unit.

How much does Telecare cost?

Our basic Telecare alarm package costs just £3.81 per week this includes a discreet pendant or ‘red button’ that can be worn around the neck or wrist. You may also have to pay VAT, see our VAT section below.

Our advanced Telecare alarm package costs just £5.31 per week, and provides you with the basic alarm unit package as described above plus up to five sensors that can monitor your environment 24 hours a day for events. You may also have to pay VAT, see our VAT section below.

Our payment method is by monthly Direct Debit to ensure that there is no interruption to your service.

Both packages include:

  • The loan of a Telecare Unit fully installed
  • Maintenance
  • Peace of mind that you can call for help 24 hours per day, 365 days of the year, at the touch of a button from anywhere in your home giving you reassurance and independence.
  • Calls answered by a fully trained Monitoring Response centre who will assess the most appropriate course of action for you. This may be calling a relative, friend, neighbour, or the emergency services.
  • Annual testing of the equipment

All calls are monitored for training and quality purposes.

Are there any other costs involved?

Telecare needs a landline to work meaning that you will have to keep up with your phone bill.

Every time you use your Telecare unit you will be charged in line with your provider’s tariff. You are free to use whichever provider you like and you should check with them as to what their basic calls are charged at if you’re unsure as to how much.

Futures offers a Money Advice Service which is free to customers and offers guidance on keeping up to date with your bills.

Once the system has been installed you will need to test your pendant and you’ll also need to test the system once a month to make sure everything is ok with it.

How do you know who to contact when I press the red button to call for help?

You choose and are in full control over who we contact when an alert is raised. When your Telecare unit is installed you will be asked for a list of contacts that we can speak to should you need assistance.

Two key holders who should ideally live close by and can be available 24/7 can be named at this time.

When an alert is raised our operators will assess you and decide whether to contact someone on your list or the emergency services if needed.

How do I know what sensors I need in my home for the Advanced Telecare alarm package?

Our Telecare Team can carry out a full assessment of your home to ensure that you have the most useful and relevant equipment for your needs, they will also review the suitability of your equipment every 8 weeks, this may be a phone call and followed up with a visit if required.

A range of sensors are available which can be tailored according to your needs, these include:

  • Smoke detectors
  • Heat detectors
  • Carbon monoxide detector
  • Flood detector
  • Extreme temperature sensor
  • Natural gas detector
  • Bed/chair occupancy sensor
  • Pillow alerts
  • Flashing beacons
  • Enuresis sensor kit
  • Epilepsy sensor
  • ivi fall detector
  • Inductive loop
  • Medication dispenser

You may also choose to purchase a standalone piece of equipment such as a key-safe from Futures Telecare, if you do, We can install these for you and you can pay separately

Can I cancel if I change my mind

Yes, you can change your mind about having the equipment installed in your home up to 21 days after we’ve set you up. You will not be charged as long as the kit we provided is returned to us in good condition.

After that, you can cancel your Telecare agreement with us at any time by giving us four weeks notice in writing and returning the equipment to us.

In the event of death a relative or advocate can terminate this agreement by giving two weeks notice in writing, either by posting it to the address on your Telecare agreement or via our email address:

Our address for returning Telecare equipment is:

Futures Housing Group,

Asher Lane Business Park,




What if someone else deals with my affairs?

If you have an advocate to deal with your affairs on your behalf you must write to us giving full details of their name, address and contact details advising what can and can not be discussed with them. If you have a power of attorney, we will require a copy of this for our records.

How do I know if I qualify for VAT exemption?

VAT relief is available on a limited range of goods for disabled people, this covers Emergency alarm call systems. You can find more information on the HMRC website.

For VAT purposes, you’re chronically sick or disabled if you have:

  • a physical or mental impairment which has a long term and substantial adverse effect upon your ability to carry out everyday activities
  • a condition which the medical profession treats as a chronic sickness (a long-term health condition)
  • The term ‘chronically sick or disabled’ doesn’t include a person who’s only temporarily disabled or incapacitated, for example with a broken limb or someone who’s elderly but isn’t chronically sick or disabled.

  • Last updated: 12/05/2017

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