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Visiting service FAQs

This page contains our frequently asked questions on why we are ending our visiting service and how this may affect our customers. 

Why are you doing this?

We have completed a full review of the service and found that customers are no longer asking for visits.

During a recent pilot, where we removed the visiting service (warden service) from schemes in Daventry, we found that demands for support dropped significantly, customers told us that they were only paying for visits because they had no choice.

Customers who we surveyed have told us they are happy to live on their own with just the reassurance of the 24-hour call centre if they need emergency assistance.

Does this mean my visits will stop?

Yes. Visits will stop on 31 March 2018.

However, we will work with you to find a suitable alternative to ensure your needs are met before the service ends. You will also have in place the Lifeline/Telecare service which is available 24 hours a day.

Does this mean my rent will go down?

Your rent and service charge will remain the same, however, you will no longer be charged for the visiting service.

If you have a Telecare unit (lifeline) in place, the charge for this will remain on your account (if this is paid for by Derbyshire County Council Supporting People this will not change). This will provide an alternative, more affordable solution for you.

Who will check my post for me of the warden/independent living officer stops visiting me?

We will ensure you have adequate support before we end the service. If you have a concern about items, such as your post or anything else, please let us know.

Can we opt out of the service completely?

Although the visiting service will end, the Telecare/Lifeline service will remain in place and there is no option to withdraw from this service due to the type of accommodation you are living in.

What will happen if I need a visit?

We will help signpost you to another service provider who will continue to provide support for you.

Will we see anyone from Futures Housing Group on schemes in future?

Yes. It is important to us to maintain contact with customers and staff will still visit your community to carry out checks and keep it clean and tidy.

Who will we report repairs to in future? And what about communal repairs or issues?

You can report all repairs and issues to us in a number of ways:

  • Online via My Account – – from any mobile device or computer;
  • By email
  • Phone us on 0300 456 2531

I’m a private customer, will I continue to receive a service?

All customers will continue to receive a Telecare (Lifeline) service, charges will be adjusted according to the type of equipment you have. Some customers will see a reduction in cost.

What is the benefit of staying with Futures Telecare service (formerly Lifeline)?

The benefit of receiving this service is that you will continue to have access to the 24-hour call centre for reassurance and emergency assistance if you need it. You will continue to have an annual visit to check your details and your equipment for less than what you pay now.

If you live in one of our properties with an existing Telecare (Lifeline) package on a cheaper rate, your charges will be adjusted in April 2018 to bring them into line with our regular charges and you will be notified of these in March 2018.

What will happen at the consultation meeting and how much does it cost to run these?

The meeting is an opportunity for us to speak with customers and discuss any questions you may have. The cost to run these meetings is negligible as we have a flexible approach to working and it is important to us that you get what you need.

Does this mean my warden/independent living officer will lose their job?

Some of the Independent Living Officers (formerly wardens) have an opportunity to apply for different roles within the organisation, however, redundancies are unavoidable with such a large service. Please rest assured that all staff will receive the support they need to help secure alternative employment.

What happens next?

We will continue to keep you informed of progress, and we will provide answers to any questions asked by you and other customers on our website search for the Independent Living Frequently Asked Questions. We will be signposting customers to relevant support agencies and befriending services where a customer requires more than reassurance via their Telecare service (Lifeline).

  • Last updated: 07/11/2017

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