Deliver the right support at the right time

Don’t worry if they accidentally press the alarm button. Our team never worry about receiving a false alarm. The operator will just confirm that they are ok and take the opportunity to ensure the system is working properly. If the alarm is accidentally activated please ensure they hang on and speak to the operator. If they 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.

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, ‘Hello Mr/Mrs xxx what is your emergency today? ’. 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.