Skip to content

Product FAQs - Digital Personal Alarm

Do I need to pay VAT?

92% of customers do not need to pay VAT on their orders. 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 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.

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 has 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 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 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 do I need to set up the Digital Personal Alarm?

Everything you need is provided with your Digital Personal Alarm. You will need a mains electricity socket nearby within 3 metres /10 ft of where you want to place the alarm base unit. Your order will include easy-to-follow set up instructions.

Taking Care will also ask you for some emergency contact numbers whom 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 on to 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. 

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 recommends you to 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 enquiries@ppptakingcare.co.uk.

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.

What is covered by the lifetime warranty?

If there is a fault in your personal alarm 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.

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 my details change?

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 relies on this information being correct so they can arrange assistance for you if you need it. 

Do I own the Digital 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. 

Back to top