Fall detection:
Fall detection is designed to recognise sudden, hard impacts while filtering out everyday movements. No fall detector can detect every fall. Slower falls, like gradually slipping from a chair or catching yourself on the way down, may not always be detected. How and where you wear the device can also make a difference.

It cannot detect every fall and should not be relied on as the only way to raise an alert. Whenever you are able, pressing your button yourself is the most reliable way to contact our team.

Please read more on fall detection here


Alarm call response time:
We endeavour to answer 97.5% of emergency alarm calls within 60 seconds, in alignment with our commitment with the TSA. As of April 2026, our average answer time was 12 seconds.

Network Requirements:
If you have an alarm device that relies on an unlocked SIM card, it will need a mobile signal to connect to us. If you are in a location which has no available mobile signal then an alarm call cannot be made, you will not be able to speak with our Care Team, and our Care Team will not be able to know your location. This is the same as, for example, when you try to make a phone call from a mobile phone when you have no signal – it cannot connect.

Please note that whilst our SIM devices, such as GPS pendants and Personal Alarm products will work with weaker mobile signals, a 4G signal is recommended for faster connections to our Care Team.

Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.

Fair Use
If we notice unusually high usage on your account, we may get in touch to check that everything is okay and make sure you have the right level of support in place.

In rare cases where usage is exceptionally high over a sustained period, charges may apply under our Fair Usage Policy.

If you'd like to see the full policy, please get in touch.