Carelink Frequently Asked Questions

Why is the Carelink Telecare service closing?
For several years, the service has struggled to recruit and retain the level of staff required to safely deliver the service. Customer safety is our priority; however, we can no longer provide the service safely in its current form.

We understand this may cause concern, and we are committed to supporting you through the transition.

When will the service stop?

The Carelink service is working towards a closure date of 30 September 2026.  You will continue to receive support as usual until this date, and we will ensure you have enough time and help to arrange alternative support if you need it.

What happens to my alarm or equipment?

Before the service ends:

• We will contact you to explain what happens next
• You may be asked to return equipment, or
• You may have the option to transfer it to a new provider (if available)

Please do not disconnect any equipment until you have received instructions.

Will I still be able to get help in an emergency?

Yes, it's important that you continue to have access to support. Options will include:

• Moving to a new telecare provider
• Contacting family, friends, or carers

We will support you to explore the best option for your needs.

Will I be moved to a new service?
You will be provided with details of alternative telecare providers. We will support you to choose and sign up to another service if you require this, ensuring you have continued access to the support you need.

Will I have to pay for a new service?

Charges vary depending on:

• The provider you choose
• Your personal circumstances
• Whether you are eligible for financial support

If you receive support through adult social care, you may be assessed to see what help is available.

What should I do now?

You don't need to take immediate action. We will contact you directly.

However, you may wish to:

• Think about your support needs
• Discuss options with family or carers
• Gather important contact numbers

What if I feel worried about losing the service?

It's completely normal to feel concerned. We're here to help and if you wish to speak to someone about this:

• We can talk through your options
• Help you arrange alternative support
• Refer you to other services if needed

Please get in touch if you'd like to talk on 0345 129 8075 or email Community-Alarm@highpeak.gov.uk

Our phone lines are open:  

Mon - 9.00am - 5.00pm
Tues - 9.00am - 3.00pm
Wed - 9.00am - 3.00pm
Thurs - 9.00am - 3.00pm
Fri - 9.00am - 5.00pm

Can I choose my own telecare provider?

Yes. You are free to choose a provider that suits you. There are many telecare providers across the UK offering:

• Personal alarms
• Fall detectors
• Monitoring services

We can provide guidance if you'd like help comparing options.

Other providers include:

What support is available to help me transition?

We can support you by:

• Providing information about alternative services
• Referring you to adult social care for assessment if you need this
• Helping you understand costs and eligibility
• Assisting with equipment changes where possible

Who can I contact for more information?

If you have questions or need support, please contact Carelink Team on 0345 129 8075

What happens if I do nothing?

If no action is taken before the closure date:

• Your Carelink service will stop
• Your alarm will no longer connect to the monitoring centre

It's important to make alternative arrangements before this happens.

Can family members or carers contact you on my behalf?

Yes. We're happy to speak with:

• Family members
• Carers
• Support workers

You may need to give permission for us to discuss your account.

Will you contact me again before the service ends?

Yes. We will:

• Write to you
• Attempt to call you
• Provide reminders and updates

Our aim is to ensure you feel informed and supported.