Telecare provider call script (printable)

Last reviewed: 20/04/2026

Before you call

Have ready:

• The name of the person who wears the pendant (if different from you)
• The address the alarm is registered to
• The make and model of the base unit (usually on a label on the bottom)
• The telecare account number if you have one

Call script

The questions below are phrased so you can read them straight out. Ignore the bracketed prompts unless relevant.

Opening

"Hello, I am calling about the telecare alarm we have at [address]. I want to check whether it will still work when our phone line moves to digital voice. The name on the account is [name] and the account number is [number]. Can I go through a few questions with you?"

1. Line and connection

"Can you confirm what my base unit is currently connected to? Is it the wall phone socket, or the broadband router?"

Write answer: ___________________________________________

2. Model and compatibility

"What make and model is my base unit, and is that specific model certified to work on digital voice?"

Make and model: ___________________________________________

Certified for digital voice: Yes / No / Unsure

3. End-to-end test

"Have you recently done an end-to-end test on my unit, so you can confirm the alarm signal actually reaches the monitoring centre?"

Last successful test date: ___________________________________________

4. Power cut

"What happens to the alarm during a power cut? Does the base unit have its own battery, and for how long?"

Battery life without mains: ___________________________________________

Behaviour without broadband: ___________________________________________

5. Mobile fallback

"Is there a mobile fallback so the alarm can still signal the monitoring centre if the broadband or power fails?"

Answer: Yes / No / Unknown

6. Upgrade path

"If my base unit is not compatible with digital voice, what is the upgrade path? Will you replace it, and is there a cost?"

Replacement plan: ___________________________________________

Cost: ___________________________________________

Earliest replacement date: ___________________________________________

7. Pause before migration

"If my phone provider tries to migrate the line before you have confirmed everything is working, will you tell them to pause the migration?"

Answer: ___________________________________________

8. Written confirmation

"Please can you send me all of this in writing, either as an email or a letter, so I have a record?"

Promised by: ___________________________________________

Record of the call

• Date of call: ___________________________________________
• Person I spoke to: ___________________________________________
• Reference number: ___________________________________________
• Agreed next step: ___________________________________________
• Follow up on: ___________________________________________

If you cannot get a clear answer

Escalate in this order:

1. Ask to speak to a supervisor on the same call.
2. Send a written complaint referring to the telecare national action plan and the provider's duty of care.
3. If the telecare service is commissioned by a local authority, contact the commissioning team and ask them to intervene.
4. If there is a serious safety risk to a vulnerable person and no resolution, contact the local authority adult social care duty team.

Related pages

Before the call, print the telecare compatibility checklist. After the call, use the contact your phone provider script to align the phone-line migration with the telecare replacement.