Paying for telecare

Following a public consultation earlier this year, we have taken the decision to introduce changes to your community alarm and telecare service.

From April 2023 we will be moving from a free service, to one that has three service levels with different charges.

Levels of service

Prices will apply from 3 April 2023 to 31 March 2024.

Level one - Monitoring service (£4 per week)

You must nominate two people who live nearby to have a set of keys for your home. When you activate the alarm, our telecare service provider will notify your 'keyholders' and, if necessary, the appropriate emergency service.

Level two - Responder service (£5.50 per week)

A set of your keys will be kept in a key safe outside your home. When you activate your alarm, a member of staff from our telecare service provider (or the emergency services, if necessary) will enter your home to check on you, using the keys from the key safe to gain entry.

Level three - Premium service (£9 per week)

Includes the level 2 service plus either a weekly face-to-face welfare visit, or two weekly telephone calls from a member of staff from our telecare service provider.  

The visit or phone call will normally last for 10 minutes. The caller will check that you are well and talk about how you feel.

Features of the telecare service:

  • charges will be the same no matter how many pieces of equipment are installed
  • people can choose a new service level, that includes one 10-minute wellbeing visit or two telephone calls each week
  • telecare will be charged at a flat weekly rate per household
  • charges will remain the same no matter how often you trigger your alarm
  • all telecare equipment will remain the property of the county council
  • any costs for maintenance, exchange and repair of equipment will be covered by the charge
  • the county council will continue to subsidise the telecare service
  • charges will be reviewed annually

What you need to do

If you are a current telecare user and wish to continue using the service, it is not too late to opt-in.
 
If you wish to continue using the service, you can either:
  • Complete and return the telecare charges opt-in form we sent you
  • Complete the online form
  • Email us at telecare@lancashire.gov.uk. Please include your name and address and LAS/customer reference number if you have it. Please also let us know your preferred service level.
    • Please note that if you select Level 1, you will need to tell us:
      • the names, addresses and phone numbers of your two chosen keyholders who must live nearby
      • their relationship to you (brother, daughter, friend etc.
    • If you select Level 3, please let us know if you would prefer one weekly visit or two weekly telephone calls.
  • Contact the Adult Social Care Customer Access Team on 0300 123 6720
Charges are being introduced in April 2023. You will receive the first invoice and instructions for setting up a Direct Debit in May 2023. You will be able to change your service level or cancel telecare whenever you want.
 
From 3rd April 2023, telecare will be available to anyone who feels they would benefit from the service. Lancashire County Council will be subsidising the charges and are able to offer the discounted rates outlined above.
 
If you are new to telecare and would like to sign up for this service, you will be able to do so online from the 3rd April 2023. You will be able to contact the Customer Access Team on 0300 123 6720.