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FAQs – Age Co Personal Alarm Subscription

What’s included in my Age Co Personal alarm subscription?

The subscription includes 24-hour monitoring by the Emergency Resolution Centres. There are three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered anytime of the day or night, 365 days of the year.

If you have an in home alarm equipment fault or if your pendant battery needs replacing, Taking Care will fix the issue, free of charge.

How do I pay for the subscription?

The subscription is paid by Direct Debit and for convenience Taking Care recommend you set this up when you order online. If you order by telephone, Taking Care can take these details during the call.

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.  Taking Care advise you complete the Direct Debit Instruction as soon as possible however to avoid any complications.

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 enquiries@ppptakingcare.co.uk.

Can I use my Age Co Personal Alarm without subscription?

The subscription covers the 24/7 monitoring service, which is an essential part of the package. Without a subscription, the equipment must be returned to Taking Care.

The personal alarm equipment is rented from Taking Care for the duration of your contract. This means that if the equipment develops a fault, Taking Care will repair or replace it free of charge. When you no longer require the service, Taking Care will provide a freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.

How do I cancel my Age Co Personal Alarm subscription?

If you no longer need your Age Co personal alarm, please ring the Customer Services team on 0800 085 8032* who will cancel your subscription. Lines are open Monday – Friday, 9am – 5pm. Taking Care will send you a freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.

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

To ensure Taking Care deliver the best possible service to you and your family, after you have received your order they will collect some additional information.

This includes who you would like Taking Care to contact in an emergency, such as family members or neighbours. If you have a key safe, Taking Care will ask for the code and location so they can quickly, and conveniently get help to you if you cannot answer the door. Taking Care will only ever give the code to the emergency services, not to contacts as you are free to do this yourself. 

Taking Care will ask for your GP details and medical conditions so they can arrange the best help in an emergency.

What should I do if my emergency contacts or other details change?

Please let Taking Care know if there is a change to your contacts or if they are away so they are not called unnecessarily in an emergency.

The Customer Services team can help with any changes, including if you move address. Please call 0800 085 8032*.

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