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Frequently Asked Questions

We are sure that you will have lots of questions about having a Lifeline service, so we’ve answered a number of the most frequently asked questions below.

No, Cornwall Council Lifeline rent the equipment and you must return it to us if you cancel the service.

Applications for a Lifeline Alarm will be dealt with as soon as possible but we aim to install 90% of urgent applications within 2 working days and all others within 5 working days. None urgent installations may take a little longer but we aim to install 90% within 10 working days and the remainder within 20 working days.

Yes, subject to an additional fee. Please contact us if you require additional pendants and we will tell you what the additional cost will be.

You should choose at least two people who can be called at any time of day or night to assist you. You will need to trust them and give them access to a key. If one of your contacts is away or not available for a period of time you should let us know. Similarly, if they change address or telephone number you will need to let us know. Please note that should contacts be unavailable it may affect the assistance we are able to get for you in a non-emergency situation.

If there is a change to any details of the information we hold about you, it is vital that you let us know immediately. This may include a change of telephone number, an alteration to your list of emergency contacts, a change to your medical condition, or a change of doctor. If you have a key-safe you must let us have the up to date access code.

You should tell us if you are making a change in your provider. During the changeover of your TSP there may be a disruption to your Services. It would be advisable to inform your TSP that you have the Lifeline service and any disruption may result in you not being able to use the Services and request them to take this into consideration. We also recommend that you have call baring and number withheld removed if they are part of your TSP package.

Once you press the red button on your pendant, or the large red illuminated button on the Lifeline alarm unit, it immediately connects to our 24-hour Telecare Response Centre. Our operators will speak with you via the Lifeline alarm equipment or the telephone. If they cannot speak with you they will then call your emergency contact/s or an emergency service as appropriate.

Don’t worry, but try to speak to the operator and let them know it’s an error; otherwise they must treat it as an emergency.

The Service will operate as normal. We operate 365 days a year 24 hours a day.

You must let us know if you are going to be away from your home overnight. Whilst away leave the alarm plugged in and switched on.

We will endeavour to answer 98.5% of calls within 1 minute and 99% within 3 minutes..

You will not need to do much. However you will need to keep them clean, dry and away from high temperatures. The battery inside the Lifeline alarm unit will automatically charge whilst your unit is plugged in and switched on. If you have any questions or concerns please do not hesitate to contact us.

You should report a fault to us as soon as possible on 01872 224521. We will respond to calls about faulty equipment within 24 hours of your report. We aim to resolve critical faults within 48 hours of your report and will resolve them within 96 hours. We aim to fix non critical faults within 10-15 days. We will determine whether a fault is critical or not.

Yes, you will normally need a telephone socket and a 13 amp square pin electric socket within 9 feet of each other. Preferably, these should be adjacent to each other. Due to health and safety regulations we will not be able to install the system if the sockets are too far apart or trail across the floor or doorways.

We do recommend that you install a key safe.

We require payment monthly or 6 monthly by invoice or if you opt to pay by direct debit you will receive an account statement at the end of every financial year.

There are four ways to contact us.

By phone on 01872 224521

Or write to us

Lifeline and Assisted Living, Cornwall Council, BT TEC, Threemilestone Industrial Estate, Truro, Cornwall, TR4 9LD

or e-mail

By Post to Comments, compliments and complaints, Cornwall Council, County Hall, Treyew Road, Truro, TR1 3AY; or email

Our equipment needs to be plugged in and switched on at all times. You are responsible for the costs of the electricity used in your home and for the provision of a working phone line. If your alarm calls our response centre you will be charged for the call by your telephone provider and you should check their rates.

Lifeline may increase charges by no more than 5% per year. We will write to you at least one month before any change is introduced letting you know what the new charges will be.

If you are moving home and require our service at your new address you will need to let us have your new address and telephone number. Please contact us in advance in order for us to update your personal details, i.e. Doctor, Contacts etc. We can instruct you on how to disconnect and reconnect the equipment or, if you ask us to re-install the equipment at your new address we may charge you an additional installation fee.

You must return the pendant and any other equipment provided to Lifeline in working order unless you have terminated the Contract it will automatically be renewed subject to any amendments that may come into effect.

We may inspect the equipment from time to time. We will let you know in advance of our visit and we ask that you provide us with access for inspections and repairs.

You are responsible for the equipment and pendants whilst they are in your possession. If you wilfully or negligently lose or damage any equipment you are required to pay the cost of replacement or repair.

We recommend that you test the equipment by pressing your pendant once a month.