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Frequently asked questions

Your Independant equipment
What equipment will I get?

The IndependantTM kit includes a pendant and a base unit that connects through a normal electrical socket and your telephone line.

How is the equipment installed?

Installing the IndependantTM kit is quick and easy with no mess and no fuss. Your base unit can be installed virtually anywhere in your home as long as the location you choose has an electrical socket and a telephone socket within two metres. Your unit runs on standard mains power and works through your existing telephone line, your pendant is battery operated.

Can I install the equipment myself?

Yes you can. Installing your IndependantTM kit is quick and easy with no mess and no fuss and full installation instructions will be provided with your equipment. Your base unit can be installed virtually anywhere in your home as long as the location you choose has an electrical socket and a telephone socket within two metres. 

We also offer the option of having your equipment installed by a trained engineer, just let us know if you'd like the details of this service when you place your order.

I don't have a landline, can I still have the Independant service?

Yes you can. We have base units that work using a mobile phone network and the cost for rental of a pendant, one of these base units and monitoring is £27.73 per month excluding VAT.

Are there any other additional pieces of equipment that could be beneficial for me?

There are a range of other pieces of equipment which can work alongside your IndependantTM kit including key safes, fall detectors and smoke alarms. To request more information please get in touch

What is a KeySafe?

A key safe is a small box that can be fitted to your property in a discreet location that is designed to securely store a spare set of house keys for use in the event of an emergency.

The C500 key safe is independently tested to LPS 1175 Grade 1, which is the current standard for police and insurance approval. 

Key safes are secured with a unique combination code and can be fitted to a garage, a porch or another location out of clear view. If the emergency services need to access your property, the Welbeing team can provide your personal key safe code to those attending so they can access your home safely without delay or any damage being caused by forced entry.

What if I push my pendant by accident?

Don’t worry if you accidentally push your pendant, just let the team know when they answer your call through your base unit. 

What if I push my pendant and you can’t hear me or I can’t speak to you?

Don't worry, if we have received a call and do not get a response, we will telephone you back immediately. If you do not respond to that call, Welbeing’s operator will have all the information they need in order to send help and will ask one of your nominated key holders to visit you and check you are safe and well. If you have no local contacts the operator will call the emergency services. We will never cancel a call until our operator is sure it has been dealt with appropriately.

Can I talk to you through my pendant?

No. The pendant simply activates the base unit and the powerful microphone in the base unit will allow you to communicate with the Welbeing contact centre.

Can I wear my pendant in bed?

You can if you wish although we generally recommend you place your pendant on your bedside table to avoid any discomfort or accidental activation. If you do choose to keep your pendant next to the bed when you’re sleeping remember to take it with you should you need to get up in the night.

Can I wear my pendant or in the bath/shower?

Your pendant is waterproof and can be worn in the shower but we recommend that you take it off when you have a bath and keep it nearby.

Could my pendant affect my pacemaker?

No. Your pendant does not interfere with a pacemaker because it operates on a separate frequency.

Will my pendant work in the garden or away from home?

Your pendant has a typical range of 50 metres from your base unit and should work fine in the garden. However, once out of range your pendant will not link to your base unit so a trip further afield will put you out of reach for the service.

How will I know if my pendant is working?

We encourage all IndependantTM users to press their pendant once a month to test their system is working properly. 

Testing your IndependantTM kit regularly allows the Welbeing team to confirm your pendant is communicating with your base unit and that everything is in order should you need assistance.

If pushing your pendant doesn't raise a call through your base unit, there could be a fault with your equipment. If this is the case, please report the fault as soon as you can by calling 01323 644422 and select Option 1.

 

Will my pendant work if there’s a power cut?

Yes. Your pendant is battery operated and your base unit has a built-in battery back-up so it will continue to work for around 24 hours without mains power. 

How will I know if the battery in my pendant is running low?

The battery in your pendant is designed to last for around five years and your pendant has the facility to let the Welbeing team know if the battery is running low.

Your pendant will send an automatic notification to the Welbeing team when your battery is running low, advising that it has around 30 days of use still remaining. The Welbeing team monitor these notifications and will contact you to arrange to issue a free replacement pendant.

What happens if my equipment develops a fault?

Your IndependantTM kit is designed to be reliable and in continuous use, but if a fault does occur Welbeing will arrange to repair or replace your equipment.

If your kit develops a fault, please contact the Welbeing team by calling 01323 644422 and selecting Option 1.

The team will attempt to rectify the fault by remotely accessing your equipment at a time that is convenient to you. If a remote repair is not possible, replacement equipment will be provided.

 

 

What happens if I lose my pendant?

If you find you’ve lost your pendant you can still call for help from the button on the base unit.

A replacement pendant can be supplied at a cost of £72.60 (excluding VAT).

If you find your original pendant within two weeks of ordering a replacement, just return the new one to the Welbeing team and we will refund the cost.

Can I have more than one pendant linked to my base unit?

Yes you can and this option is particularly useful if your partner or another family member living in the same property would find the service helpful. You can have two pendants linked to each base unit, enabling two people at the same address to be covered. There is an additional monthly charge of £2.90 (excluding VAT) for an additional pendant.

Will any other household equipment interfere with my Independant kit?

Other household equipment should not interfere with the functionality of your pendant and base unit. If you are in any doubt please call Welbeing's technical team on 01323 636204.

Can I turn my equipment off?

Your IndependantTM kit is designed to be in operation 24 hours-a-day in order to provide peace of mind and reassurance in case you need assistance, please do not turn it off.

Your Independant agreement
What does my monthly fee cover?

Your monthly fee covers the rental, monitoring and maintenance of your IndependantTM kit. This equipment gives you 24 hour access, 365 days-a-year to Welbeing’s friendly contact centre team, allowing you and your friends and family to have complete peace of mind that if something happens, you’re not on your own. As well as the reassurance the service provides, your monthly fee will also cover all future maintenance of your equipment.

Are there any additional costs?

In addition to your monthly fee there is a one-off set-up charge of £37 (excluding VAT) which covers the set-up of your service and the delivery of your IndependantTM kit.

 

How can I pay for Independant?

You can pay by direct debit, cheque or card. Payments are made monthly in advance.

Is there a minimum contract term for Independant?

No, there is no minimum contract term for the service.

How much notice must I give if I want to leave the Independant service?

The service can be cancelled with one month’s notice during which time you'll need to return your kit to Welbeing. If you’d like to cancel your service please give the Welbeing team a call on 01323 644422 and select Option 1.

What information will you hold on me?

Personal information provided as part of the IndependantTM service will be held by Welbeing, Yorkshire Ambulance Service will have no access to your details unless these are required in a medical emergency. Details Welbeing hold will include all information you provide when you sign-up to IndependantTM such as any existing health conditions, the name and contact details for your GP and details of your nominated key holders and next of kin.

What do I do if I have to make a change to this information?

If you would like to update any information held by Welbeing please push your pendant and advise the contact centre. Alternatively you can get in touch by calling 01323 644422 and selecting Option 2.

Your Independant service
What happens when I press the pendant or the red button on my base unit?

When you press the red button on your pendant or your base unit, it places a telephone call through to the Welbeing contact centre and alerts the team to provide assistance, even if they cannot hear you.

When the operator accepts your call their computer will display your details including name, address, doctor, key holder and next of kin information as well as any relevant medical information.

The operator will talk to you via the loudspeaker and microphone in your base unit to establish what has happened and agree the best course of action. If appropriate, the operator will stay on the line with you until help arrives.

If the emergency services are called (fire, police or ambulance), your next of kin will be informed unless you request otherwise. No call will be cancelled until the operator is sure the call has been dealt with appropriately.

Will pushing my pendant guarantee an ambulance will attend?

No. Pushing your pendant will put you in contact with Welbeing’s friendly contact centre team who will speak to you and assist by arranging the right response. If you are unable to get to the phone and you need medical help, the team can speak to your GP, put you in touch with the NHS 111 service or dial 999 on your behalf where Yorkshire Ambulance Service’s trained clinical teams will ascertain the best care for you.

IndependantTM does not replace calls to NHS 111 or 999 and if you can reach the phone you should always call either service directly in the first instance. However, if you can’t reach the phone the Welbeing team can put you in touch through your base unit.

Calls to Yorkshire Ambulance Service are assessed based on the medical circumstances and urgency of each case and having the IndependantTM service does not mean you will be sent an ambulance ahead of another patient.

What are the opening times for the Welbeing contact centre?

The Welbeing contact centre is open around the clock, 24 hours-a-day, 365 days-a-year.

What are the opening times for the Welbeing Customer Service team?

The Welbeing contact centre is available 24 hours a day, 365 days-a-year and you can report faults or update your personal information by pushing your pendant.

For finance queries (billing and payments), to discuss additional equipment options or to notify us of a change of address, please speak to Welbeing Customer Service team.

The Welbeing Customer Service Team are available from 8.30am - 5.30pm (Monday to Thursday) and 8.30am - 4.30pm (Fridays) and can be reached on 01323 644422.

 

Does it matter what telephony provider I have?

When you push your pendant your base unit will automatically dial the Welbeing contact centre. Not all telephony service are the same and a small number of services may prove unreliable with auto-diallers like your IndependantTM kit.

We select equipment to ensure it is able to operate with the widest range of UK telephone service providers possible.

As part of the IndependantTM sign-up process, we will ask you to let us know who your telephone service provider is and we'll advise if there are any issues with compatibility.

If you are considering moving your telephony service provider, please check with your future provider that they can support auto-diallers and check with us first to make sure your Independant service won't be affected before signing up.

What rates are calls made to the Welbeing contact centre through my kit charged at?

All calls that you make via your pendant or your base unit come through to the Welbeing contact centre and are charged at the standard national rate of your telephone provider.

Can deaf people use Independant?

Yes. We can agree a range of mechanisms to communicate with people who are deaf or have hearing loss.

How many key holders should I have?

You should have two key holders who live within 20 minutes of your home. 

We recognise there may be circumstances where your keyholders are unable to attend promptly and we recommend that you also consider having a key safe installed to ensure timely access to your property by the emergency services.

Installing a key safe removes the need to have keys cut for your key holders and the code to access your key safe will be stored on the Welbeing system in the event of access to your property being required in an emergency.

Who can be a key holder?

A key holder should be someone you trust such as a family member, friend or carer and should ideally live within 20 minutes of your home. They should be someone you trust to hold a set of keys to your property and should be willing to attend your home at the request of Welbeing should you require assistance.

Welbeing will only make such a request in the event of your pendant being pushed and the team is unable to speak with you, or if you request assistance.

 

What do I do if I move house?

If you are moving home, we need you to tell us your new address, telephone numbers and any change to key holders so we can transfer your service to your new address. Please call 01323 644422 and Select Option 2 to provide your new details. When you move, simply unplug the system and then plug into your new telephone point and electrical socket at your new home.

Who do I contact if I have a compliment, comment or complaint about the service?

We welcome feedback from our customers and would love to hear from you. Get in touch using our online feedback form or give us a call on 01323 644422.

Choosing Independant for someone else
Can I sign-up to Independant on behalf of a friend or family member?

The contract needs to be signed by the service user or someone with power of attorney but the payment can be made by anyone. 

Can someone else pay for the service on my behalf?

Yes they can. You need to sign-up to the service as the service user but the payment can come from another person by direct debit, cheque or card.

The 'here, whenever you need us' button

Specially trained, friendly team who can provide the assistance you need, whenever you need it

 

There for you 24 hours a day, 365 days-a-year at the push of a button

 

Competitively priced from only £3.68 a week

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