When someone presses their pendant alarm, it’s not just about technology – it’s about what happens next. The most important part of any alarm system is the response that follows. That’s why we’ve partnered with a carefully selected group of Alarm Response Centres – or ‘ARCs’ – to ensure that every call is answered quickly, professionally, and with the right level of care.
Here’s how it works: when the alarm is activated – whether due to a fall, illness, or any other emergency – it connects directly to a trained operator at one of our partner ARC centres. These centres operate 24/7, 365 days a year, and calls are typically answered within just a few seconds. The operator will speak to the user through the device, assess the situation, and take appropriate action.
That could mean calling a family member, alerting a carer, or dispatching the emergency services. Importantly, these centres are not generic call centres – they are specialist providers, audited and accredited to TSA (Telecare Services Association) standards. This means they meet strict benchmarks for response time, staff training, data protection, and continuity of service.
We’ve chosen to work only with ARCs that uphold these standards because your loved one deserves a response service that’s fast, reliable, and experienced in handling real-life emergencies with care and professionalism.
So when the button is pressed, you can feel confident knowing that real help is on the other end – ready to act.
What is the Telecare Services Association?
The Telecare Services Association – or ‘TSA’ – is the UK’s leading industry body for technology-enabled care services, including telecare and telehealth. It represents a wide range of members such as local authorities, healthcare providers, housing associations, and technology suppliers. The TSA’s main role is to develop and maintain quality standards, notably through its Telecare Code of Practice, which sets user-centred benchmarks for service delivery. It also advocates for the sector, influences policy, and supports the transition to digital technologies to ensure telecare services remain reliable and effective. Ultimately, the TSA helps ensure people receive safe, high-quality care through technology.
Benchmarking ARCs
The Telecare Services Association benchmarks Alarm Receiving Centres by assessing their adherence to its Telecare Code of Practice, which sets the industry’s quality standards. This involves evaluating how well ARCs manage alarm handling processes, response times, communication protocols, staff training, and safeguarding procedures. The TSA collects performance data through audits, self-assessments, and feedback from service users and providers. They also consider compliance with regulatory requirements and best practices. By comparing these results, the TSA identifies high-performing ARCs and areas needing improvement, helping ensure that alarm responses are timely, effective, and consistently meet the needs of vulnerable users.
We chose our partner Alarm Receiving Centres in line with the Telecare Services Association’s benchmarking standards to ensure the highest quality of service. Our selection was based on their proven compliance with the TSA’s Telecare Code of Practice, which guarantees robust alarm handling, quick response times, and thorough safeguarding measures. We considered their performance in audits, staff training, and user feedback to confirm their reliability and professionalism. This approach ensures that our ARCs can provide timely, effective support, giving our users and their families confidence that help will be available whenever needed.