Carer and family checklist for 2027
Who this page is for
If you help look after a parent, relative, neighbour, or client who relies on a landline, this page walks you through what to check and what to do on their behalf. The UK is moving all landlines from analogue to digital by January 2027, and some people will need help preparing.
Step 1: Find out what devices they have
Visit their home and look at what is connected to the phone line. Follow the cable from each device. Does it go to a phone wall socket, a broadband router, or somewhere else?
Common things to look for:
- Telecare pendant or wristband with a base unit
- Corded or cordless phone
- Burglar alarm with a phone line connection
- Door entry intercom (in flats)
- Medical alert or fall detector
If you are not sure what something is, see how to identify what you have for photos and labels to look for.
Step 2: Run the device checker
Use the device risk checker to find out whether each device is at risk. You can do this on your own phone or computer. You just need to know how the device connects and roughly what it is.
Step 3: Deal with account access
To speak to a provider on someone else's behalf, you usually need to be an authorised contact on their account. Call the provider and ask for this to be set up. The account holder may need to be on the call or send written permission.
If the person you care for lacks capacity to manage their own affairs, and you hold lasting power of attorney (LPA) for property and financial affairs, you can act on their behalf. Send the provider a copy of the registered LPA. Some providers have a specific process for this, so ask their customer service team.
If there is no LPA in place and the person cannot manage the account, speak to the provider about their vulnerability or safeguarding process. Mention the Priority Services Register.
Step 4: Check the Priority Services Register
The Priority Services Register flags the account for extra support: advance notice of changes, priority fault repair, and a free emergency-calling backup during power cuts. If the person you care for is elderly, disabled, or has a health condition, they almost certainly qualify. It is free and there is no obligation.
Check whether they are already on it. If not, ask the provider to add them.
Step 5: Address telecare specifically
If the person has a telecare alarm (pendant, pull cord, or wristband), this is the highest-risk item. The alarm must be confirmed as compatible with digital voice, and the signalling path must be tested end-to-end. A working voice call is not enough.
Read the full guidance at telecare and personal alarms. For a call script to use with the phone provider, see tell your provider about telecare.
If the alarm was provided by the council, contact the local authority's telecare or assistive technology team directly.
Step 6: Make a power-cut plan
Digital landlines depend on the broadband router. No mains power means no router, no phone. If the person you care for has poor mobile signal or no mobile phone, they need a backup plan for power cuts.
Use the power-cut plan builder to create a personalised plan. You can print it and leave it in their home.
Things to consider:
- Do they have a charged mobile phone? Do they know how to use it?
- Is there mobile signal at the property?
- Would a battery backup for the router help? See battery backup basics.
- Do neighbours or nearby family know to check on them in a power cut?
Printable checklist
Use this as a summary of what to work through. Tick each item off as you go.
- Visit the home and list all devices connected to the phone line
- Run the device risk checker for each device
- Set yourself up as an authorised contact on the phone/broadband account
- Call the phone provider: tell them about any telecare or safety devices on the line
- Call the alarm provider (if separate): confirm the device is compatible with digital voice
- Check the person is on the Priority Services Register
- Ask the provider about power-cut backup (battery unit, mobile handset, or call diversion)
- Build a power-cut plan and leave a printed copy in the home
- Write down what was agreed with each provider, including names and dates
- Set a reminder to re-check in 3 months, or after any migration date
If you are worried about someone
If you think someone you know may be affected and has no one helping them, you can point them to this site or help them work through the checklist above. Local Age UK branches and Citizens Advice offices can also help. The Age UK switchover guidance has further information aimed at older people and their families.