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Age Co Personal Alarms: Coronavirus service status

Apr 29, 2020

Last updated: 12pm Wednesday 12th August 2020

Taking Care's monitoring services and Emergency Resolution Centres remain unaffected by the coronavirus.

Taking Care will continue to update the service status page during the pandemic.

Emergency Resolution Product Delivery Self install We-Connect Alarm Faults Office Staff
✔ No impact ✔ Next day ✔ No impact ✔ Available ✔ New visit guidelines ✔ Home working

The Age Co personal alarm service supports customers 24 hours a day and is designed to have a high level of resilience. Taking Care have three UK-based Emergency Resolution Centres so you can be confident they will continue to answer your emergency alarm calls any time of the day or night.

Taking Care are the largest private provider of personal alarms in the UK and this allows them to have priority terms with suppliers. Taking Care hold ample stock of alarm units which means they can continue to fulfill customer orders.

These are some of the additional steps Taking Care have taken to ensure the life-saving  personal alarm service is protected:

Emergency Resolution Centres

Taking Care run three Emergency Resolution Centres at different locations, which has reduced the risks to customer facing teams. This also delivers a reliable back-up so should one site become unable to operate due to staff shortages, or for any other reason, the other sites can take over handling its alarm calls.

We-Connect Installation Service

Taking Care are able to offer an installation service but cannot guarantee availability in every area. Timescales may be affected during Covid-19.

Self-installations are unaffected however and the Customer Services team can provide additional support and guidance if it is needed. 

Personal Alarm Faults and Repairs

Most technical support can be carried out remotely without the need to visit customers. Where this isn't possible, or for complex faults that cannot be resolved remotely, Taking Care will send a replacement new equipment at no extra charge.

For basic faults, a telecare engineer with appropriate personal protection equipment may visit. Taking Care will call customers before booking the appointment to conduct a risk assessment to minimise risk.

Rest assured, Taking Care will still make the utmost effort to ensure all technical issues are resolved as quickly as possible for your peace of mind and protection.

Sales

The Sales team have been split across sites or are working from home to ensure operations continue as normal. Free next working day delivery is currently unaffected. 

Working from home

Taking Care have followed government guidelines and have asked staff to work from home where they are able to do so. Taking Care have used the extra space in their offices for "social distancing" between desks. 

Meetings

Taking Care have taken responsible steps to prevent the spread of coronavirus. They are avoiding all non-critical meetings and have asked staff to use video-conferencing instead of face-to-face meetings. Taking Care have postponed attendance at national and international conferences.

Taking Care will update policies and processes in accordance with any changes to Government advice.

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