Frequently Asked Questions

How can personal alarms help take care of elderly relatives?

Personal alarms take care of your elderly relatives because they make it easy for your relatives to contact family (or a SureSafe operator if you have a monitored alarm) if they should fall ill. By wearing a personal alarm pendant or wristband your elderly relative can get help with the touch of a button.

If you choose to have a fall alert alarm, the SOS button doesn’t even have to be pressed. The technology inside the pendant can recognise a fall and the alarm is triggered automatically.

The personal alarm takes care of your elderly relative through its ability to get help quickly. This means your family member doesn’t have to wait hours for help or emergency assistance to arrive.

If someone is able to reach your elderly relative quickly it can avoid the added suffering of hypothermia or dehydration. Getting help quickly increases your elderly relative’s chances of making a full and fast recovery.

Another way SOS alarms help the elderly is if you have an alarm with GPS tracking. This means that the alarm can be used both at home and when ‘out and about’. It also means that if your relative gets lost or becomes confused while they are away from home, they can press the SOS button for help. You’ll then be sent a map showing their location within 5 to 10 metres.

There’s also another excellent feature of the SureSafeGO and SureSafeGO Plus. It is Geo-Fencing. If you have an elderly relative who tends to wander you can set the tracking to send you an alert if your relative leaves the area you have set up as a safe zone.

You can also find them without them having pressed the button by using the Find Me feature on the SureSafeGO if you have the family monitored option.

All our pendant and wristband personal alarms are lightweight and discreet. Your loved one can wear the alarm comfortably at all times, even in the bath or shower.

How do personal alarms support elderly relatives to live independent lives?

A personal alarm can help elderly relatives to live independent lives because they have the reassurance of a personal alarm. Wearing an alarm that calls family or a SureSafe operator at the touch of a button provides security.

Security gives the personal alarm wearer the confidence to get out of the house and be independent. Knowing that at the touch of a button help is at hand, your elderly relatives become less afraid of leaving what they see as the safety of their home to get on with life. Wearing a personal alarm reduces anxiety about falling and therefore gives your elderly relatives the confidence to stay young at heart and to get out and about.

Wearing a lightweight and discreet personal alarm pendant or wristband means that should your elderly relative feel unwell, or have an accident, they don’t have to rely on strangers to get them the help they need. They can press the SOS button and hear the reassuring voice of a family member or a trained SureSafe operator.

Many elderly people living as a couple also feel more confident if their housebound partner wears a personal alarm. This lets them get out to the shops or the library. They know that if their partner needs them at home, they will be contacted immediately the SOS button is pressed or a fall alert alarm senses a fall.

In fact, if you have fall detector the wearer doesn’t even have to press the button. The alarm will sense a fall and send out an alert automatically.

The young at heart seniors we support appreciate having someone on the other end of their SOS pendant. They can listen to advice and reassurance. Our SureSafe operators can also call emergency services if they're needed.

How can a personal alarm help me when I’m away from home?

Our lightweight personal alarms are designed to keep you safe when you are out and about meaning you can keep doing what makes you happy, whether that be exercising, shopping, meeting friends or enjoying a hobby.

The SureSafeGO can help you while you’re away from home because it is fully mobile, and it has GPS tracking.

GPS tracking in the pendant or wristband will send your nominated contacts a map if you press the SOS button. They will be able to find your location within 5 to 10 metres. This feature is useful when you are away from home, and you get lost or become confused about your whereabouts.

If you have 24/7 monitoring then the SureSafe operator will be given your location when the alarm is activated. We can then tell your nominated contracts your location. This means that you get the help you need, wherever you are.

The Fall Alert is also an immense help when you are away from home. The personal alarm can feel the change in air pressure and movement which is associated with a fall.

In this case, it triggers the alert immediately rather than waiting for you to press the SOS button. Your family member, or a SureSafe operator (if you have 24/7 monitored) can contact you immediately. If you’re not able to speak then they know to contact the emergency services.

The SureSafeGO GPS tracking system uses mobile phone networks to make sure you are always connected, so you don’t need to worry about being close to a landline or a base unit.

What type of personal alarms with GPS are Available?

Our SureSafeGO and SureSafeGO Plus use a built-in GPS tracking system that works anywhere you have a mobile phone signal in the UK. The device uses a SureSafe Mobile SIM which will always pick up the strongest network wherever you are at that time, enabling you to continue with your day-to-day life.

The GPS system also means your location is shared when you need help. You get the help you need, where you need it. This can give your nominated contacts added reassurance that you are safe.

The SureSafeGO also comes with an automatic fall alert, which will trigger even if your elderly relative is not able to press the SOS button. You can then use the GPS tracker to find their location and get help quickly.

Knowing that the tracking system will let you know where your relative is located will give them the confidence to get out of the house to go shopping, visit friends or take a gentle stroll. The GPS system means your relative can speak to you if they feel ill or have a fall. They don’t have to rely on strangers for help.

Which personal alarms work away from home?

The SureSafeGO works away from home using GPS and is the best way of staying safe when you are out and about. You can choose the family monitored alarm and when it is triggered it will call and notify up to three family or friends. There are no monthly fees with this option, but you do need to buy our pay-as-you-go credit.

The GPS means your family can find your location if you need medical assistance or help to get back home, should you get lost or become confused about your whereabouts. If you press the SOS button for help while you’re away from home, the system will send a map to your nominated contact. They will be able to find you from within 5 and 10 metres of the map’s location.

The benefit of the GPS is that you can get help quickly if you need it. There’s no time wasted while your family try and find out where you are. This can be vital if you fall ill or have a fall. Your family can contact the emergency services or get to you without the delay that could result in further injury, dehydration, or hyperthermia.

The SureSafeGO personal alarm is a useful way to stay connected if you have medical conditions that sometimes mean you need help. People living with diabetes, epilepsy and Alzheimer’s can benefit from a one-button alarm that brings help quickly.

For complete peace of mind, we recommend our 24/7 monitoring on the SureSafeGO. This links straight to our response centre operators where your emergency call will be answered any time of the day or night.

The trained operator will talk to you through the pendant, locate you using the GPS feature of the device and arrange for the appropriate help. They will also contact your family and stay on the line to offer advice and reassurance if it is needed.

Why should I get a personal alarm with a built-in GPS?

If you get easily confused, or you have early-stage dementia you might find you are becoming more forgetful. This could mean you set off from home to do some shopping, but you confuse the buses and end up somewhere you don’t know well or recognise at all.

If you are wearing a personal alarm with a GPS, then with one touch of the SOS button you know you can get help and reassurance from either a nominated family member or a SureSafe operator.

Having someone who you can speak to through your personal alarm pendant will reduce your anxiety and help you to stay calm while you wait for help to arrive. That’s the benefit of GPS. You don’t need to try and explain where you are. Your family contact will get a map sent to their mobile phone that pinpoints your whereabouts within 5 to 10 metres.

All you need to do is to find somewhere to wait safely for your family member to come and get you.

You don’t need a family friend to come to you, maybe all you need is them to tell you the number of the bus you need to get back home. Either way, the GPS tracking in your pendant means you can go out of the house with confidence and without anxiety.

Our pendant personal alarms are lightweight, simple to use and easy to set up. They allow you to continue doing what you love, with the assurance that help is only the push of a button away. Our personal alarms with built-in GPS help you or your loved one to live independently longer and enable them to stay safe when away from home.

Who are Response Centre Operators?

The SureSafe operators at our response centre, are fully experienced in dealing calmly and professionally with a range of needs. Whether that is offering advice, getting in touch with family members or contacting the emergency services.

Our alarms are linked to one of two UK based monitoring centres. Having two separate centres means that we can always be online in the unlikely event that one of the centres ever experience a technical issue.

Knowing that someone is always available can help you feel safe in your own home. And should an emergency ever arise, you can be sure that no alarm call will ever go unanswered.

With our fully monitored personal alarms, you or your loved one can connect to one of our trained Response Centre Operators with just the touch of a button at any time of the day or night. Choose a device that lets you talk through the base unit or opt for one of our talking pendants to speak to us wherever you are.

A talking pendant will give you extra reassurance as your loved one will be able to connect to a real person who can help wherever they are - in the home, the garden or even when they are out and about. Our in-home talking pendants are available with a 150m range or our ‘anywhere’ alarms have an unlimited mobile range – talk to us from wherever you are.

Many of our alarms come with fall detection meaning the alarm is triggered even if you are not able to press the SOS button. Should this happen, our Response Centre Operators are fully trained and will manage the situation to make sure you or your loved one gets the help you or they need quickly, including medical assistance if required.

How can a personal alarm help me stay independent?

It’s hard to stay independent if you’re anxious and worried about how you can get help if you have a fall or feel unwell.

That’s why having a personal alarm helps you to stay independent. It gives you the confidence to live life and reduces the anxiety that goes with wanting to keep your independence.

Our personal alarms ensure that someone is always on hand, should your loved one ever need them. Meaning that you can live independently for longer. Our personal alarms are available as pendants or wristbands, are user friendly and come with options such as fall detection, 24/7 monitoring and talking pendants.

If you have 24/7 monitoring, then at the touch of a button you will be able to speak to one of our trained operators who will know what to do as soon as you tell them about your problem.

If you have an alarm with fall alert, you don’t even have to have pressed the button to get help. The pendant can recognise the change in air pressure and movement that signifies a fall, as well as detecting an impact, and an alert will go out immediately.

Even without 24/7 monitoring, you’ll get help quickly by being in contact with your family members. They will see your alarm number on their phones and know that you have pressed the SOS button. If you have the SureSafeGO you can even rely on the personal alarm when you are out of the house and away from home.

You can stay independent with peace of mind and your family can accept your independence with peace of mind. You know and they know you can get help simply by touching a button.

Our products give our customers, and their families, the confidence they need to help people across the UK to live independently in their homes for longer.

What types of Personal Alarms are available?

SureSafe personal alarms come as a pendant or a watch. They are lightweight and comfortable to wear, even in the shower.

Each one of our alarms comes with practical features that you can make use of to make daily living easier.

For example, our SureSafeGO has GPS tracking which helps to guide your nominated contact to your location. It also has automatic fall detection. Using up-to-the-minute technology the pendant can recognise a fall. It will automatically send an alert without you having to press the SOS button.

SureSafe also has alarms with a talking pendant. This means you don’t have to be close to an alarm base unit to be able to speak with our operators. All you need to do is press the SOS button and when you have an answer you can talk to to get help.

An alarm with 24/7 monitoring puts you through to a trained SureSafe operator who will take the appropriate action so that you get help quickly. This may mean they contact one of your family members or the emergency services. When possible, the SureSafe operator will also stay on the line and give you advice or help you to stay calm while you are waiting.

If you want an alarm set up at home, then we have personal alarms that connect to your landline with a base unit. The base unit has an integrated speaker with a range of between 100 and 150 metres. You can speak to the SureSafe operator or a member of your family even if you are in another room.

If you don’t have a landline at home, then you can choose a personal alarm that doesn’t need a landline. Our SureSafeGO is fully mobile. You can use it indoors or when you are away from home.

How to change the code on a key safe

You can change the code on your KeySafe with a few simple steps. When you first buy a key safe it will be without a code. You have to key in a code of between 4 to 7 digits on a push- button keypad. Before you change or input a new code the KeySafe needs to be in the off position.

You can change the code as many times as you like. It’s important to change the key code if, for example, your elderly relative has a carer coming in and out of the house. If that carer leaves then change the combination immediately.

You should also change the combination if the safe has been accessed by either police or ambulance medics for security purposes.

Step 1 – Find the reverse of the keypad. Depending on the key safe you have the keypad could be covered and you will need to unscrew it or click it off.

Step 2 – When you can see the reverse of the keypad. There will be a slot that enables or disables the numbers.

Step 3 – Take a screwdriver and insert it into the slot. Turn the screwdriver to the ‘on’ position on the numbers you want as your code. For example, if your code is 8146 you turn the screwdriver to the ‘on’ position for these numbers.

Step 4 – Before you replace the cover on the keypad test the alarm to make sure the combination is working

Step 5 – Make sure you can remember the code

Step 6 – Now you know the combination code is working replace the cover and close the KeySafe.

Follow these instructions every time you change the KeySafe combination.

How secure are outdoor key safes?

If you decide to buy a Key Safe, then make sure it is police approved. This will mean that it is safe to use. If it has an LPS1175 certificate it has been tested against tampering and forced entry. The police preferred key safes are Secured by Design models. This is a scheme run by the UK police.

LPS certification is issued by the Loss Prevention Certification Board and is part of the British Research Establishment. Together, they set the standards of safety and security on security and fire safety products.

The British Research Establishment (BRE) have a website and it is here that you can search for all key safes with the LPS1175 certification.

The SureSafe KeySafe has police approval and LPS certification, so you know you are buying a high-quality product.

Owning a key safe is much safer than hiding a key, putting it under the doormat, or using a cheaply made lockbox.

The thieves that want to break into your property will know where to look for a key. Cheaply made lockboxes can be easily broken into, unlike this Police approved KeySafe, which has been through anti-attack testing.

Our KeySafe will last you many years. The KeySafe has a weatherproof cover and is water and rust-resistant

How much is a KeySafe?

The SureSafe KeySafe will cost you £89.95, plus VAT. This is a small amount to pay when you consider the cost of repairing broken windows, frames, or doors.

An emergency callout to fix windows and doors that have been damaged because either your relatives or the emergency services have had to break into your property isn’t cheap. It can cost between £75 and £150. And that’s just to come out in an emergency board up and clean up any mess. After that, you have the cost of replacing the glass, or frames in windows and doors.

Repairing a front door will cost on average, around £250. Replacing a broken window will cost on average, around £200.

Using the front door key is a much calmer way to access the property and will cause less stress. If you know your window is broken or your front door has been damaged this is another worry on top of anxiety you may be feeling about your illness or injury.

The cost of the KeySafe can also save you money if you ever leave your keys indoors and shut yourself out. Rather than having to pay for a locksmith to come and unlock the door to gain entry you have a key in your KeySafe. According to locksmith UK the cost of gaining entry into a home starts from £70.00 although it may be more. So, you can see that the cost of a KeySafe is a worthwhile investment.

You can buy the SureSafe KeySafe with free delivery. Along with the safe, you’ll also get 4 X wall tapping screws. These screws can be tapped straight into the wall without wall plugs. To install the KeySafe you will need a T30 screwdriver and a 5mm x 110mm drill bit. If you would rather have the safe professionally installed SureSafe have an installation service at the cost of £59.95.

What is telecare?

Telecare devices provide a way of communicating with either family or a monitoring centre if you fall ill or have an accident.

SureSafe provides pendant and wristband telecare alarms that are comfortable and discreet for you to wear around your neck or wrist.

Each telecare pendant or wristband we produce has an integrated SOS alarm button. If you press the button the pendant or wristwatch will send out an alert to family or SureSafe’s response centre.

You can then communicate with your family member, or a SureSafe operator to tell them what’s wrong and what you need. If you press the button but you don’t speak, then the contact will know to phone the emergency service to get you help immediately.

We also have an alarm with fall detection. If you fall while using this alarm the SOS button doesn’t need to be pressed. The device you’re wearing can recognise the change in airspeed and movement that signifies a fall. In this case, the device will send out an alert automatically.

Some personal alarms are for use solely at home, while others are designed for wearers who like to get out and about. The SureSafeGO for example has GPS tracking. When you need help, your family or the SureSafe operator will be able to pinpoint your location. Your telecare pendant or wristband has the facility for two/way communication.

If you’re not sure which features you need, get in touch with us and we can advise you. You can reach us by telephone on 0800 112 3201 or by email at [email protected]

24/7 monitoring is a telecare system that allows you to communicate with the SureSafe response centre. When an SOS alert is triggered, it will go through to a SureSafe operator. The operator can reassure you while either contacting a family member or the emergency services.

If you want the added security of being able to enter your relative’s home in an emergency, you can purchase the SureSafe KeySafe. This is a box that is sunk into the outside wall of a property. The box can store up to 6 keys and is opened by a combination of letters and numbers.

How much does telecare cost?

The cost of an telecare alarm or pendant starts at only £14.99 per month. We have six types of telecare alarms. Two are fully mobile and can be used whilst away from home. The other four are for use at home only, with varying features.

The costs are as follows:

If you want the added security of 24/7 monitoring, you can link your personal alarm to a SureSafe response centre. When an alert comes through to the response centre a trained telecare operator will answer the call. If the person wearing the alarm can speak, they can tell the operator what is wrong. If nobody speaks when an SOS call comes through, the telecare operator can ring the emergency services to get help quickly.

You can pay for the monitoring service monthly to help spread the cost. The monthly payment depends on what model you choose, but the costs are between £14.99 and £18.99 per month.

The monitoring service will be of benefit if you don’t live close to your elderly relative, or you aren’t available to take calls throughout the day. Using the monitoring service means your relative will get the attention they need, and you’ll be contacted if any action has been taken by the SureSafe operator.

Each of our operators is fully trained to deal with emergency and non-emergency situations. As well as making sure help is on hand quickly, they also stay on the line to give advice and reassurance (when appropriate).

For a small monthly fee, both you and your relative have peace of mind.

How to use a SureSafe personal alarm

SureSafe alarms are either pendants or wristbands. The pendant alarms are designed so that they look stylish and discreet rather than a personal alarm. The wristband alarms are like smart watches.

SureSafe alarms are simple to set up. If you have a mobile alarm like the SureSafeGO then you don’t need a landline. The device is ready to use out of the box. All you need to do is press the SOS button for three seconds to call for help.

The SureSafe wristband can be ready for use within five minutes. Press the button at the side for 2 seconds to turn the wristband on. You programme the watch by sending some short text messages from any mobile phone. If you need to send an SOS alert simply press the button on the side of the wristband for 3 seconds. The watch will tell you if an alert has been activated. The alerts then go through to family member or a SureSafe operator (with 24/7 monitored).

You can then have a 2-way conversation through the wristband. You charge the wristband using a small docking station.

If you have an alarm that works at home only you will receive a pendant and a base unit. The unit needs to be connected to your landline and a plug point. Your phone is then connected to the base unit. Don’t worry it doesn’t interfere at all with your phone line. If you need help, then press the red button on the pendant and an alert will go out.

You can speak to family or a SureSafe operator through the base unit. The voice range is between 100 and 150 metres so you will be heard, and you can speak, often even if you are in another room.

What is a GPS tracker?

If you have a personal alarm with a GPS tracker it means you can get out and about away from home with confidence. The GPS technology in the pendant alarm enables your family or a SureSafe Operator to locate you should you need help. If an alert is sent out and your contacts don’t know where you are the GPS will send out a map that pinpoints your location between 5 and 10 metres of where you are.

The tracker works in the same way as a GPS on a car. It uses mobile networks to track your location when you are away from home.

With SureSafe’s family monitored devices, the tracker can also be used in other ways. If you have an elderly relative who tends to wander or gets lost easily, you can create a Geo-Fence. The Fence works by having a certain area within the system which is safe for you to visit. If you leave this area your contacts will receive an alert and they can speak to you to make sure you haven’t lost your way or become confused.

The FindMe feature allows your family members to obtain a map of your whereabouts if they are trying to locate you. The map is accurate at pinpointing your whereabouts and means either a family member or the emergency services can get to you without the delay of trying to find your whereabouts.

A GPS tracker means you can live independently but with peace of mind. You and your family know they can find you when you are away from home. You don’t have to speak to people you don’t know or try and understand complicated directions.

With the touch of a button, you can get help from people you know and trust.

What is top-up credit?

If you have the SureSafeGO or SureSafeGO Plus you will need to use our top-up credit to use the device. You can buy the credit in three, six-, or twelve-month bundles. The package includes:

  • 15 minutes of talk time per month
  • 45 text messages per month
  • 3MB of data per month

We know that in some months you might use the device more than others. If you run out of credit, you’ll get an email to tell you about it. If you need more cover that month, contact us and we will reactivate your SIM card. When it is time to renew your credit, we’ll send you a reminder.

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