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FAQs

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Technology-enabled care monitoring service

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.

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

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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.

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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.

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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.

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

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

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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.

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About Astraline

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.

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

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

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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.

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TEC Responder Service

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.

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

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We cover postcodes throughout the Cheshire East area.

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Purchases and Returns

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.

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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.

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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.

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

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

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

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

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

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

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

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All prices are inclusive of delivery

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

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

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Corporate

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

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We provide standard automated management reports 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 neeeds.

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Personal services

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Professional services

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Innovation

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