Believing in accessibility for all

woman on computer

Telecare

Our Telecare service, delivered on behalf of the City of Wolverhampton Council (CWC) supports vulnerable people across the borough, enabling them to live independently in their own homes and communities, and provides reassurance to individuals, carers and families.  

  • What the team does

    This is a 24-hour service that is open to all residents in Wolverhampton, not just WH customers, and is designed to help people live safely and independently in their home.  

    Telecare customers are given an alarm unit for the home and a lightweight, discreet pendant to wear around the neck or wrist.  

    If a customer is at home or in their garden and need help, they press either the alarm button on the pendant or on the alarm unit to get connected to a Telecare adviser in our monitoring and response centre.  

    The adviser can call your nominated contacts, telling them that you need help and can stay on the line to reassure you until assistance arrives. 

    If you do not have family or friends able to help you in an emergency, our fully trained mobile responders are available 24 hours a day. These are not an emergency service, but they get to you as quickly as possible. If you are not hurt but need help getting up, they will help you. 

    The Telecare service also has a range of assistive technologies to provide support if the pendant alarm is not suitable. These technologies can provide automatic alerts to situations such as falls, fire, seizures, reminding you to take medication or that a door is open, and the equipment can be tailored to fit customer needs. 

  • How this benefits customers

    The Telecare service helps customers to remain in their homes and provides reassurance that help is at hand 24/7, should they need it. The service is for residents across the borough and if customers are unsure what their needs are, our team can talk thorough the different options they can choose from, to ensure the appropriate level of service for their individual needs are met. 

  • What customers can expect

    The team responds to customer calls within one working day. 

    Urgent repairs are carried out within two working days.  

    Non-urgent repairs are carried out within five working days. 

  • How we measure success

    Customer satisfaction is captured in an online survey. 

  • How we continue to improve

    The team works closely with the City of Wolverhampton Council (CWC) commissioners to develop the service. The team ensures we are up to date about new technology available to support and deliver against the digital switchover and CWC’s technology aspirations.  

  • How the team's work fits within the Consumer Standards
`