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be available whenever you need us – 24 hours a day, every day of the year |
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be friendly, helpful, respectful and sensitive to your individual needs |
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respond to your emergency within 2 minutes of receiving your emergency signal |
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find you the help that is best suited to your situation and notify a family member and/or Contact if we request emergency services (ambulance, fire, police) to attend you |
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investigate your alarm or pendant equipment fault within 24 hours and resolve the issue within 72 hours where possible, or if the issue will take longer to resolve, we will keep you informed of our progress |
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if you make a complaint we will respond to you within 5 business days and provide you with contacts if you want to take it further |
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provide interpreter or TTY services if you need them |
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always provide assistance and support that respects your privacy |
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ensure when visiting your home, we will: |
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- make an appointment
- be on time
- carry identification so you know who we are
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