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Age Co Personal Alarm Product FAQs

What is included with the Classic Personal Alarm order?

Your order includes the personal alarm pendant, a neck and pendant strap so you can choose how to wear it, the personal alarm base unit and power adapter and a telephone lead. Also included is an easy-to-follow user guide that shows you how to set up and test the personal alarm service.

What is included with the subscription?

The subscription can be set up by monthly or annual Direct Debit. The subscription includes 24-hour monitoring by the Emergency Resolution Centres and a free lifetime warranty and repair service. 

The lifetime warranty covers your equipment if it develops a fault or stops working. Taking Care will either repair or replace the equipment for you for free. If the pendant alarm battery needs replacing, then they will change that for you too - at no extra charge.

How do I set up the Direct Debit subscription?

The subscription is paid by Direct Debit and for convenience Taking Care recommend you set this up when you order online. If ordering by telephone then the Direct Debit Instruction will be setup over the phone with you by Taking Care's sales advisors. Your Direct Debit will be confirmed in writing by Taking Care no later than 10 working days before the first collection.

When you place your order online, you will have two payment options to choose from. You can choose to pay the setup cost as part of your first Direct Debit payment, in which case you will need to complete the Direct Debit Instruction shown when you have completed your order.

Or you may prefer to pay the one-off setup cost and first subscription payment by debit or credit card and setup the Direct Debit later. Some customers prefer this option if someone else is paying for the subscription. For example, customers may order the personal alarm service for family members who wish to pay the subscription themselves.

Your order confirmation email will include a link to the Direct Debit Instruction in case someone else needs to set it up or you wish to do it later. If you have any problems setting up the Direct Debit, please call the Taking Care Customer Services team on 0800 085 8032, 9am – 5pm Monday to Friday or email

What does the set-up cost include?

The set-up cost includes setting up your account with Taking Care and registering you as a customer. You will need to set up the personal alarm yourself. 

The set-up cost does not include any in-person installation assistance, although an optional installation service is available for the Classic Personal Alarm for an extra £99 (£118.80 including VAT). You can add this when you order online or by telephone. Taking Care will call you to arrange a convenient date and time. Installation is normally within 21 days of ordering.

Will my Classic Personal Alarm work in the garden too?

Yes, the personal alarm will work up to 75 metres / 246ft from the alarm base unit. As part of the set up, you will be asked to test the range from different locations so you are confident of getting help around the home. 

Is the pendant water-resistant?

Yes, the pendant alarm is water resistant up to 1 metre / 3.3ft for 30 minutes (IP67 standard). You can wear the pendant in the bathroom and shower, which is where slips are common.

Can you install the alarm for me?

Yes, the alarm can be installed for you. Add the installation service to your package for an extra £99 (£118.80 including VAT). You can do this when you order online or by telephone. Taking Care will call you to arrange a convenient date and time. Installation is normally within 21 days of ordering.

Your personal alarm will be posted to you straight away so the equipment is ready to be installed on your chosen date. A professional installer will visit your home and set everything up. They will test your personal alarm and show you how it works. If you have ordered a key safe, they will fit that too at no extra charge.  

Unfortunately, an installation service cannot be provided to customers in Scotland, Isle of Man, Isle of Wight, the Scilly Islands or the Channel Islands.

Is the delivery, warranty and repair service free of charge?

Yes. There is free delivery that includes next working day delivery for orders received by 1pm, Monday – Friday to postcodes in England and Wales. For areas of the UK that Taking Care are unable to deliver to within 24 hours, a 48-hour delivery is offered instead.

In the event of a personal alarm fault or if your pendant battery needs replacing, Taking Care will fix the issue, free of charge. Depending on the nature of the issue, Taking Care may send you a replacement personal alarm or one of their advisors will visit your home to repair the equipment or replace the battery.

What is covered by the lifetime personal alarm warranty?

In the event of a personal alarm fault or if your pendant battery needs replacing, Taking Care will fix the issue, free of charge. Depending on the nature of the issue, Taking Care may send you a replacement personal alarm or one of their advisors will visit your home to repair the equipment or replace the battery.

What equipment do I require to use the Classic Personal Alarm?

The Classic Personal Alarm base unit plugs into a telephone landline and a power socket. It is recommended you have someone who has keys to your home and can assist in an emergency or a key safe. We call these people "key holders".

What if I don't have a telephone landline?

The Classic Personal Alarm requires a telephone landline. If you don't have a telephone landline, you can still use the service with a digital in-home personal alarm from Age Co, such as Taking Care Anywhere, the Digital Personal Alarm or Digital Fall Alarm.

The Taking Care Anywhere uses a multi-network SIM card instead of a telephone landline. It works at home and when you are out-and-about and also includes fall detection.

If you would like a personal alarm that works in the home and garden then the Digital Personal Alarm or Digital Fall Alarm is a good choice.

What if I need more than one pendant?

The Classic Personal Alarm is only supplied with one pendant. If you would like a personal alarm with more than one pendant, for example to keep as a spare or for use by someone else who lives at the same address, please choose the Digital Personal Alarm or Digital Fall Alarm.

Is the personal alarm service suitable for use if you are deaf or hard of hearing?

Yes, it is. You will need to set up with ‘Type talk’ or ‘Next Generation Text’ to allow the Emergency Resolution Centre to contact you. Alternatively the Emergency Resolution Centre can call your nominated emergency contacts. 

Will my personal alarm be affected by alarm pendants that may be nearby?

No, your personal alarm cannot be triggered by another alarm pendant.

How do I provide you with the details of my emergency contacts?

If you order online or by telephone and provide an email address, you will receive an order confirmation email with a link to an online account setup form. If you do not have an email address, you can complete and return the form included in your welcome pack with your personal alarm.

Please complete either form so that Taking Care has the following details available in case an emergency alarm call is made:

Emergency contacts – so Taking Care knows whom to contact in an emergency, please provide the names, addresses and phone numbers of family, friends or neighbours. Taking Care will also ask if your contacts have keys to access your home in an emergency.

Medical details – so Taking Care can arrange the most appropriate help in an emergency, please provide details of any medical conditions.

Key safe – if you have a key safe, let Taking Care know the code and location so they can get help to you in an emergency.

If you prefer, you can provide this information by calling Taking Care's Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

Do I own the equipment?

You do not own the personal alarm equipment, it is rented to you for the duration of your subscription. When you no longer need the service Taking Care will provide you with a freepost Royal Mail return collection bag. 

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