FAQs

Some of our devices do work outside of your home. Use our Service Finder to find the best product for you, or contact us and share your needs and requirements and we will help you find a telecare product that is suitable for you.

Astraline’s services are affordable. Prices start from only £3.50 a week.

When your personal alarm is activated, it automatically connects to a member of our team at our UK based Emergency Response Centre.

Depending on the situation, our team will then arrange the appropriate help. This could be notifying a family member or alerting the emergency services.

Mistakes happen! When we answer your call just let us know. There is no need to worry.

No. It may be that you have a long-term health condition, disability or have recently returned home from the hospital after surgery. Our services are for anybody who wants the reassurance that help is at hand 24 hours a day.

Our team are professionals and will quickly realise that you are unable to speak to them. Our team will contact the emergency services or one of your nominated contacts.

We have a range of additional products available which include Smoke, Flood and CO2 Detectors, Bed and Chair sensors, and additional wearable devices.

You can find more details here  or complete our Needs Assessment for a personalised recommendation.

We provide a full range of Telecare and Personal devices. Our team of monitoring operators provide 24/7 cover from our Cheadle Offices.

• 24/7 Emergency Home Response
• Visit within 45 minutes of call
• Advanced First Aid Trained
• Use specialised lifting equipment

We cover postcodes throughout the Cheshire East area.

Our TEC Responder Service is a mobile team who respond to customers in emergency request for assistance. Using their first aid training, they provide a falls lifting and prevention service. They also provide advice on any additional equipment that will support the customers needs.

The team also install and maintain our telecare units.

Payment can be made by debit or credit card. For our ongoing monitoring service, you can set up a monthly direct debit from your bank account.

If the service user is VAT exempt, you will not pay VAT.

Your devices will either be delivered by one of our TEC Officers or shipped by Royal Mail.

Contact Astraline and we will arrange for device to be repaired or replaced.

Our pricing is simple. One set up fee that we will take at the end of this order process. This set up fee includes postage, packing and getting set up on our systems. On some products and services, you will then pay a monthly fee which is for the rental of the product and the 24/7 monitoring. It’s that simple!

All of our prices exclude VAT. Depending on your situation, if the person using the product or service is disabled or has a long-term illness, you will not have to pay VAT on your purchase. You will be asked to confirm eligibility for VAT exemption before completing your order.

Depending on your situation, if you are disabled or have a long-term illness, you will not have to pay VAT on your purchase.

When you make your purchase, we will send you a form to complete to confirm that you are eligible to not pay VAT. If you are purchasing the product on behalf of a family member, if they qualify for VAT exemption, you will not have to pay VAT.

If you have any further questions, more information can be found here: https://www.gov.uk/financial-help-disabled/vat-relief or you can contact us on clientservices@astraline.co.uk

Yes. These are details that can be added during the purchase process.

On receipt of the order we will contact you to arrange a convenient delivery day.

All prices are inclusive of delivery

Astraline will arrange collection of the equipment or provide a pre-paid package for the equipment to be returned in.

The agreement may be terminated within the cooling off period of 21 days.

Yes, from your account page you are able to amend or request to cancel your order.

Once you have registered and created an account you be able to track your order online. Alternatively, you can contact us directly.

Yes – 99% of our service users suffer from a long-term chronic illness and are therefore VAT exempt. All you need to do is complete the form which will be presented to you during the order process.

Yes – we use industry standard encryption to secure any transactions. Any regular monthly payments are covered by The Direct Debit Guarantee. This guarantee is offered by all bank and building societies.

With Astraline you can choose between the following options – 

1. We log repairs/calls/events directly on your software through remote access.  We are familiar with many housing/property management systems and can rapidly train call handlers on new systems. 
2. If you just need a simple report of the calls we’ve handled and the action we took, our in-house Astrafix system will do exactly that.  Simply send us a list of your properties/customers and any relevant contacts e.g. emergency tradespeople and we will upload to Astrafix.  This means…
   • A bespoke call handler decision tree built around your policies.  This guides call handling and creates a simple & standardised call report
   • Easy for call handlers to view the correct contact and customise this based on your instructions 
   • You will receive regular automatic reporting clearly showing the work we’ve completed for you 

 Astraline handles calls on behalf of 100+ organisations – our call handlers and systems are designed to provide a personalised service for each customer. 

We understand that your team has a set of policies and procedures to follow, these are what make your service unique and your OOHs service should mirror these. 

During mobilisation we will agree a shared call handling procedure visible for all Astraline colleagues on our call handling platform.  This might cover… 

• Speaking to a Housing Association resident who has a leaking supply pipe.  We assign an emergency plumber immediately and create a detailed log of the repair directly on the HA’s management software.

• Handling concierge calls on behalf of a domiciliary care provider, invoking care plans and managing a carer rota

• Customer education calls, assisting residents to resolve their own repair where appropriate e.g. a trip switch test for fuse fault 

We create dedicated digital SIP lines for your organisation FREE OF CHARGE – these are available 24/7/365 backed by an operation handling over 50,000 OOHs calls and 800,000+ telecare alarms every year.   

Your dedicated line can be any prefix of your choice – 01, 02, 03, 08 to achieve best VFM in telephony design.   

We record a friendly bespoke greeting for your organisation – a reassurance message before speaking directly to a call handler.   

Invoking the Astraline service is straightforward, either – 

1. Divert your existing line to us – either as part of a hunt group, overflow or timed divert 

1. Announce or publish your dedicated number to residents/customers/users.  Remember your dedicated number could be local to your area if you like 

Astraline Innovation will work directly with your IT team or telephony company to ensure a seamless transfer to our service – no additional charge for setup or connection. 

• ForHousing
• Railway Housing
• Lench Trust
• CHS Group
• St Andrew Housing
• Pickering & Ferens
• Hull Churches
• Kingsdale Group
• Bespoke Supportive Tenancies Housing Association
• Methodist Homes (MHA)
• Wrekin Housing Trust
• Grand Union
• Linell Homes Limited
• Arawak Walton
• Dimensions
• Arches Housing
• Edward Mayes Trust
• Harrogate Housing Association

• Out of Hours repairs 
• Daytime cover (so you can finally hold that training session!) 
• Antisocial behaviour 
• Concierge/access control/building safety 
• Local Authority services 
• Contractor lines e.g. warden call/fire safety offering 24/7 repairs 
• Charity/crisis lines 
• Business Continuity / Disaster Recovery – write Astraline into your plans 

We provide automated management reports as standard for our clients. If you require something bespoke, we can work with you to make sure you get the information you need.

We also hold regular contract review meetings to ensure that the service we offer continues to meet your needs.

We can provide the following services:

• Monitor Telecare equipment
• Provide emergency assistance using Emergency Services, Next of kin or named contact.
• Loan Worker Monitoring
• UMO Web – Provide Support for Web based Portal for your own clients
• Daytime and Out of hour Repairs
• Welfare Calls
• Manage Mobile Response Service

We are proud to be accredited by the Technology Enabled Services Association and certified by the Quality Standards Framework (QSF), which recognises our commitment to provide safe, reliable and affordable services to our customers.

The Quality Standards Framework is a set of outcome-based standards, this means our services are delivered at the highest level possible and meet the strictest standards set out by the TSA.

We are one of the UK’s leading providers in technology-enabled care services, supporting over 75,000 customers, both private and corporate clients, to live longer in their own homes.

We have 20 years experience of providing telecare monitoring to over 40,000 customers throughout the UK.

Our customer promise can be found here: https://www.astraline.co.uk/about-us/company-promise/