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We provide emergency alarms and assisted living services to individuals across the UK.

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FAQs

LivingHub

If we are unable to make contact with you via the LivingHub, we will try to contact your Site Manager first. If there is still not a response, we will treat it as an emergency and make contact with the emergency services and your next of kin.

In normal circumstances No, we will not activate your alarm or call your LivingHub. However, in an emergancy where we can not reach you via your telephone, we will start a call via the
LivingHub.

No, the LivingHub will not affect your pacemaker

Yes it can, we would need to be aware that the user has a hearing impairment upon activation of the service.

Yes. From the LivingHub home screen press the settings ‘cog’ buton. In the settings menu select the ‘Call Feature’ button. In the following screen select the box to the right of the ‘Camera Enabled’ option, tick will appear. Save the settings by selecting the tick in the top right of the screen.

Yes. From the LivingHub home screen press the settings ‘cog’ buton. In the settings
menu select the ‘Settings’ button. Enter the passcode “123456”, click confirm, and then
“Select Sound”. In the following screen move the slider next to the ‘Tone volume’ option,
maximum is 15. Save the settings by selecting the tick in the top right of the screen.

Yes. From the LivingHub home screen press the settings ‘cog’ buton. In the settings
menu select the ‘Settings’ button. Enter the passcode “123456”, click confirm, and then
“Select Sound”.. In the following screen highlight the new required tone next to the ‘Ring
Tone’ option. Save the settings by selecting the tick in the top right of the screen.

If the resident has managed to change the language on the LivingHub to Chinese, this
is due to holding down the ‘Envelope’ key. To change this back you will need to press the
same ‘envelope’ button. Then on the next screen there will be 2 icons in chinese, push
the right hand one. Everything will be displayed in English again.

We recommend using the screen clean setting on the living hub. This is accessed by pressing
the setting cog on the main user interface, press settings again then enter 123456 followed
by Ok, select display and the screen clean followed by ok. This gives approx. 30 secs for the
screen to be cleaned before timing out. You can leave the screen alone for 60 secs for it to
return to the screen saver after the cleaning cycle. We recommend using a lint free cloth for
screen cleaning.

Pendants

Your pendant should activate your alarm between 35-50m from the LivingHub. You should test your pendant at the furthest point from your house and in each room of your house to ensure you know the coverage. As the pendant uses radio, it may not work through some walls of your building. Please rest assured that our pendant devices comply with the British / European Standards.

The new pendant that we offer as standard is waterproof to standard IP67, which means it has been tested to work for 30 minutes at a depth of 15cm to 1m. Older pendants or those made by different manufacturers, which can also be purchased from us, may not offer such a high level of water resistance. Always refer to the manufacturer instructions or contact our Sales department if you are not sure.

This will depend on the pendant model. Some models and those made by different manufacturers may be sealed units. Always refer to the manufacturers instructions or contact our support services team if you are not sure.

The structure of a home can reduce the effectiveness of the alarms radio transmission.
Often a radio repeater (available from Appello) will help alleviate the problem.

Your pendant range outside of your property will vary depending on the size of your property and the location of your alarm equipment. Once installed we recommend that you test it thoroughly, to identify the areas in which your alarm will work.

No all audio is sent and received through the highly sensitive speaker and microphone on
the LivingHub.

Monitoring

We have a team of operators ready to take your call every minute of every day. So no matter if you need us in the middle of the night, or on Christmas Day, we are here to help. We operate 365 days a year 24 hours a day.

Don’t worry if you accidentally press the alarm button. Our team never worry about receiving a false alarm. The operator will just confirm that you are ok and take the opportunity to ensure the system is working properly. If your alarm is accidentally activated please ensure you hang on and speak to the operator. If you don’t, we must treat the call as an emergency.

Yes, calls to our monitoring centre are recorded for quality and training purposes. Appello stores these telephone conversation records securely in line with the Data Protection Act.

Upon obtaining our monitoring services, we ask you to complete a customer record form. This asks you to provide us with, where applicable, a medical record including details of health conditions, medication and your GP. In an emergency where appropriate this information will be provided to the emergency services to ensure you receive the most suitable response. Please rest assured that we comply with all GDPR regulations.

We will only provide the emergency services with your keysafe code if we have called them following an emergency alarm activation. We will not provide details of your Keysafe to anyone else including family and friends, as we are unable to confirm their identify over the phone.

General Questions

The SLS system has a UPS (uninteruptible power supply) which has in built back up batteries. These batteries will supply backup power to the system for a period of 6-8 hours in the event of a mains failure, the Appello monitoring team and technical team will also be notified of this failure (equipment dependant).

The living hub is Powered by POE (power over Ethernet) via cat 5 network cabling from the Smart living solutions central control equipment located in the development. This central control unit is powered by mains electricity and has a broadband connection.

The Livinghub itself does not have a battery back up, this is to prolong life of the tablet. The SLS system as a whole has a battery back up will last approx. 6-8 hours in the event of a power failure, this central backup system will keep all system elements working for this period.

The Smart Living system has been developed with the utmost resilience and security in mind, it is protected by a resilient firewall, any third party device trying to access the systems external firewall requires complex authentication methods (SSL and web token exchange) to allow successful penetration. Media traffic is also encrypted.

Careline (Monitoring)

We have a team of operators ready to take your call every minute of every day. So no matter if you need us in the middle of the night, or on Christmas Day, we are here to help. We operate 365 days a year 24 hours a day.

Don’t worry if you accidentally press the alarm button. Our team never worry about receiving a false alarm. The operator will just confirm that you are ok and take the opportunity to ensure the system is working properly. If your alarm is accidentally activated please ensure you hang on and speak to the operator. If you don’t, we must treat the call as an emergency.

Yes, calls to our monitoring centre are recorded for quality and training purposes. Appello stores these telephone conversation records securely in line with the Data Protection Act.

Upon obtaining our monitoring services, we ask you to complete a customer record form. This asks you to provide us with, where applicable, a medical record including details of health conditions, medication and your GP. In an emergency where appropriate this information will be provided to the emergency services to ensure you receive the most suitable response. Please rest assured that we comply with all GDPR regulations.

We will only provide the emergency services with your keysafe code if we have called them following an emergency alarm activation. We will not provide details of your Keysafe to anyone else including family and friends, as we are unable to confirm their identify over the phone.

Appello is the UK’s leading and largest provider of telecare monitoring, supporting over 200,000 individuals across the country to live safe and secure in their own home.
The Appello monitoring team are based in New Milton, Hampshire, with a further monitoring centre nearby to ensure residents always have the help needed in an emergency.

Residents/service users will experience a seamless transition as the monitoring service moves to Appello. From the point of change, your emergency calls will be answered by a member of the Appello monitoring team, who will greet your call with ‘You are through to the Careline’. The operator will know your details and personal information which you previously provided. There is no requirement to provide any new or further information at this point.

The Appello monitoring service is available 24/7, 365 days of the year.

If you would like to leave feedback on the service you can contact our Customer Relations team who will log, acknowledge and investigate.
To enable your enquiry to be managed fully, please provide:
• Name, contact details and confirmation if you are the customer or acting on behalf of a customer
• Full details of your complaint and who you have already contacted within Appello
Email – CustomerRelations@Appello.co.uk
Telephone – 0333 005 0148

Coronavirus

If you become aware of a service user with confirmed case of Coronavirus, please update the individuals record through AppelloSBR or if you don’t have access to AppelloSBR, inform the Appello monitoring team via monitoring@appello.co.uk so that we can update our records.
It is the guidance of regional emergency services that this important information is passed to the Emergency Service if we need to direct them to the property.
Currently, you do not need to make Appello aware if a resident is showing symptoms of the virus or has chosen to self-isolate.

Appello will manage calls where Coronavirus has been confirmed in the same manner, following our agreed procedures. We will relay information relating to a diagnosis of Coronavirus to the emergency services as we would with other medical conditions.

Where the individual is showing symptoms of the virus, we will also provide this information to the Emergency Services.

Emergency Services regionally may manage these situations differently and we advise you to look at information published regionally. We will follow the guidance of the Emergency Services and relay this information to the individual caller.

We are aware that the emergency services are currently receiving a higher number of referrals and enquiries. This can impact both upon their telephone response times and the time it takes to arrive at your address. However, by individuals activating their alarm through to Appello, they can be assured that not only will we swiftly call 999, but we will pass all access information at the same time, to reduce delays in accessing a property when the emergency services arrive.

Whilst the call and attendance response times for Emergency Services are outside of our control, we also want to reassure you that we will periodically check on their ETA until we have confirmation that they have arrived. The safety and wellbeing of our customers is of paramount importance.

Due to the current environment Appello are committed to maintaining our existing levels of service. We have contingencies in places to enable this and have Business Continuity Plans  (BCP) that we can call upon, which will support us in managing significant increases in call volumes and/or the impact of our own staff sickness.

We are currently not having to implement these plans, however, appreciate that we are in a very fast changing environment.

To ensure we are best placed to maintain current services levels we are unable to change our procedures to accommodate additional questions for triaging, we will continue to follow agreed procedures which may mean asking the service user to call 111 or for Appello to call 999 on their behalf in an emergency.

Appello are committed to maintaining our existing levels of service in this current environment. To support us in enabling this, Appello will not be able to handle requests for adhoc cover call traffic or additional calls outside of our agreed contract.

Appello will make contractors aware of residents and developments with confirmed cases of Coronavirus if we have been informed of these via monitoring@appello.co.uk.

To support us in maintaining our service levels Appello are unable to put in place additional questioning to residents. As cases are increasing quickly, we recommend that contractors call ahead and ensure that it is appropriate to visit the individual or development.

Appello are putting safeguarding measures in place for employees who may visit customers and to minimise impact on potentially ‘at-risk’ individuals. We are continuously reviewing these procedures and following guidelines from health authorities.

As a result, this may mean a visit to a service user is postponed, for example to install a personal alarm.  In these cases, the service users key contacts or referring agency will be advised so that local measures can be put in place.

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