Lifeline support
Help with my Lifeline FAQ
Mains power disconnected – The unit will beep/announce a message if there is a power cut, or if the Lifeline unit has been unplugged from the electric socket. If it has been unplugged, simply re-insert the plug and switch on the power back on. If there is a power cut, the Lifeline will continue to work using the back up battery for about 24 hours (depending on type). To stop the announcement/beeping, simply press the green button on the unit.
Telephone line disconnected – The unit will beep/announce a message if there is a fault detected on your telephone line or the Lifeline unit has been unplugged from the telephone socket. If it has been unplugged, re-insert the telephone line into the telephone socket. If there is a fault on your telephone line, this will need to be reported to the company that you pay for your landline telephone service. Unfortunately, the Lifeline cannot work whilst the telephone line is out of order as it has to use the telephone line to make a call to our operators. To stop the announcement/beeping simply press the green button.
Warning battery low or small yellow light flashing – This will happen if the unit has been unplugged for some time. Reconnect the unit and the battery will recharge. If the unit has not been unplugged, it is letting us know that the back-up battery needs replacing. Please press your alarm button and advise the operator. A Lifeline coordinator will then contact you to arrange a suitable time to visit.
Warning battery low or small yellow light flashing – This will happen if the unit has been unplugged for some time. Reconnect the unit and the battery will recharge. If the unit has not been unplugged it is letting us know that the back-up battery needs replacing. Please press your alarm button and advise the operator. A Lifeline coordinator will then contact you to arrange a suitable time to visit.
Please contact the Lifeline operator by pressing the red button on the unit to let us know you have lost or broken your pendant or wristband. There is a £50 cost for a new pendant/wristband. You will be billed approximately one month after you get your new one. If you find your original pendant/wristband within a month, send the replacement back to us, once received we will cancel the invoice.
Please contact the Lifeline operator by pressing the red button on your pendant or wristband to let us know the new keysafe details.
A key safe is a strong mechanical metal box that securely stores a spare key inside and is a convenient way for authorised people to enter your home. It allows immediate access for the Emergency Services if required. A key safe may be required if you do not have the required number of independent key holders. The Lifeline coordinator can discuss this with you.
You will pay by Direct Debit. If you need a different method of payment this can be discussed at the free demonstration.
(Note: Current customers who had a lifeline installed before 15th October 2018 will be transferred to Direct Debit payments during 2019).
Payments will be monthly, on or around the 7th of the month.
Contact the council via email finance.help@canterbury.gov.uk or
phone 01227 862 293 and we can update your details.
You can contact the council via email finance.help@canterbury.gov.uk or phone on 01227 862 293 and we can cancel the direct debit arrangement, and arrange for the equipment to be returned. You will be charged for the equipment until it is returned to the Council’s Offices – Customer Services, Canterbury City Council office, Military Road, Canterbury, CT1 1YW.
You need to return your Lifeline equipment to Canterbury City Council office, Military Road, Canterbury, CT1 1YW, along with your name and address details. Or complete the online enquiry form and we will send out a padded self addressed envelope for you to post back to us along with your name and address details so we can remove you from our records. Please be aware that you will continue to be charged for your lifeline service until the equipment is returned.
If you experience any other type of problem with your equipment, press your pendant or the alarm button on the Lifeline unit to report to the operator. If this is not possible, please complete the online enquiry form and a Lifeline coordinator will get back to you.
If you have a query about your invoice, please contact our Finance team at finance.help@canterbury.gov.uk or call 01227 862293
We are sorry if you are unhappy with our service, your feedback is important to us as it helps us improve our service to you. We take all complaints seriously. In order to let us know what you are unhappy with please either send an email to lifeline.coordinators@canterbury.gov.uk or you can post a letter to us at Lifeline Department, Canterbury City Council, Military Road, Canterbury, Kent, CT1 1YW.