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FAQs – Classic Fall Alarm

Do I need to pay VAT?

94% of customers do not need to pay VAT on their orders**, this also includes the installation cost if you choose this option. If you, or the person who you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, or high blood pressure, or are registered disabled, you may be able to qualify for VAT exemption.

Check the VAT exemption guide for advice.

Unlike personal alarms, key safes are not eligible for VAT exemption under the current UK government rules. If you order a key safe with your personal alarm, you will always pay VAT on this part of your order.

What is included with the Classic Fall Alarm order?

Your order includes the fall alarm with your choice of neck or wrist strap, a free back-up alarm pendant, the alarm base unit and power adapter. The fall alarm includes 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.

How do I order the wrist or pendant option?

You can select which wearable option you prefer when ordering. If you are already a Taking Care customer and would like to add a fall alarm to your personal alarm service, call Taking Care on 0800 085 8032*.

What happens after I have placed my order?

Once you have submitted your order online, you will be taken to a page in order to complete a Direct Debit instruction form. In case you are not able to complete this straight away, a link to the form will also be sent within your order confirmation email.

Your order confirmation email will also include a link to an online account setup form. Please complete and submit this form so that Taking Care have the following details available in case an emergency alarm call is made:

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

Emergency contacts – so Taking Care know who 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 are keyholders that can access your home in an emergency.

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 place your order before 1pm Monday - Friday then your order will be shipped as next working day delivery to postcodes in England and Wales only. For other areas, delivery time will be 48 hours instead. 

If you provide a mobile number, Taking Care will send you an SMS message to let you know your personal alarm is on its way. 

What if I change my mind after ordering?

You have the right to cancel within 30 days of purchase and Taking Care will refund your order once the equipment is returned

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 set up 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 set up 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 set up cost and first subscription payment by debit or credit card and set up 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

Can I choose when my order is delivered?

You can nominate a day for your delivery or pay an additional £4.99 for Saturday delivery. Please call 0800 085 8032* to arrange. 

Who do I tell if anything changes?

If you change your address, telephone number or there are changes to your medical conditions or key holders contact information, please call 0800 085 8032* straight away. Taking Care rely on this information being correct so they can arrange assistance for you if you need it.

Please call Customer Services on 0800 085 8032and speak to one of the team.

How do I use the fall alarm?

You simply wear it on the wrist like a watch. To minimise false alarms, it should be worn on the least dominant side i.e. a right handed person should wear it on their left wrist and vice-versa. It can also be worn around the neck as a pendant.

What happens if the fall alarm is triggered by accident?

You can cancel any false alerts by covering the sensor. Taking Care will always contact you to make sure you are OK if they receive an alert. 

What do I need to use the Classic Fall Alarm?

The Classic Fall Alarm needs a modern phone socket and a mains electricity socket nearby (within 3 metres / 10ft).

Taking Care will also ask you for some emergency contact numbers who they can contact for you if you need help. If you already have a key safe they will ask for the code and location so if necessary this information can be passed onto the emergency services.

Taking Care want to be able to arrange the best help for you in an emergency so they will also ask if you have any medical conditions. 

Does the Classic Fall Alarm detect all falls?

The fall sensor may not detect every fall as it is designed to detect hard, unobstructed falls. If you are able to do so, you must ensure that you press the emergency button on the pendant each time that you fall.

The fall alarm sensor uses an algorithm to recognise the difference between ‘hard’ falls and other movements. Like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall.

Will my Classic Fall Alarm work in the garden too?

Yes, the fall 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 by a Taking Care advisor so you are confident of getting help around the home.

How long does the battery last for?

The fall alarm pendant has a long two year battery life, depending on use. It performs a daily self-test and has a low battery reporting function so Taking Care will know if the battery needs replacing. Taking Care will replace the battery free of charge.

Is the fall alarm water resistant?

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

Do I own the personal alarm?

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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