Frequently asked questions

How many contacts do I need?

Ideally we would like at least two local contacts whom we can contact in an emergency. We also require details of your next of kin, it is not vital for the next of kin contact to be local. If no local contacts are available we would strongly recommend that you have a keysafe fitted. Please contact us on 01527 534060 for details.

How do I cancel my Lifeline?

You can cancel the service by telephoning 01527 534060, emailing or by writing to NEW Lifeline, Town Hall, Walter Stranz Square, Redditch, B98 8AH. No charge will be made if the Service is cancelled within the 21 day cooling off period, after this we will charge until the equipment has been returned or is collected by NEW Lifeline.

I think my Lifeline is not functioning correctly. What can I do?

If you think your Lifeline is not working, the best thing to do is carry out a test call. Simply press your pendant and tell the monitoring centre you are doing a test call. They will then confirm that the unit is working correctly. If you are unable to complete a test call please call us on 01527 534060 and we will organise a visit to check your equipment.

What if I press my Lifeline by mistake?

Don’t worry. Although the pendants have been designed to try and avoid accidental knocks and presses it can sometimes happen. Simply let the call connect through to Lifeline and explain it is an error. The Operator will then reset the system.

I’ve lost my pendant. Can I get a new one?

If you lose your Lifeline pendant, please give us a call as soon as possible to organise a replacement. Replacement pendants are chargeable, please call us on 01527 534060 for details.

Can I wear my pendant in the shower?

Yes, Lifeline pendants are fully waterproof and can be taken into the bathroom/shower, this may be one of the places you are most likely to need it. However, it should not be submerged in water for a prolonged period.

Can I have more than one pendant?

Yes, if more than one person in your property would benefit from wearing a Lifeline pendant we are able to supply additional ones. Please call us 01527 534060 for details on costs.

What happens if I have a power cut?

If you have a power cut, a trip switch activates or the Lifeline is accidentally unplugged the base unit will automatically switch to a back-up battery supply and continue to work for around 24 hours. Your Lifeline will make a loud beeping noise to warn you when power is lost. The unit will reset itself once power is restored.

Will my pendant work in the garden?

Yes, the pendant will work up to 50 metres away from the base unit, when you are in your garden or in the vicinity of your property.

What if they can’t hear me?

Lifeline boxes are very sensitive and the operator can usually communicate with you when you are in your property. If you have pressed your pendant and we are unable to hear you, do not worry the operator answering your call will take action to establish what the problem is. This may be by contacting a local contact provided by you and asking them to pop round to see if you are ok, or in some circumstances sending an emergency response.