Frequently asked questions

How does the lifeline unit work?

We will install a lifeline unit and connect it to your existing landline, which must take both incoming and outgoing calls. It must also be within one metre of a power socket. Once our team has set it up for you, you’ll be able to call for help by simply pressing a button. Alternatively, depending on what you’ve decided on as part of your consultation with us, your sensors will automatically detect that you need help, and raise the alert for you.

I do not have a working telephone landline that can receive incoming and outgoing calls and/or an electrical plug socket within 1 metre of my phone point, what can I do?

Our systems require a landline and plug socket to work. If you don’t have either of these things, we’d recommend getting one installed by a trusted tradesperson. You can then arrange your appointment for us to install your lifeline unit.

As an alternative, you could consider our GSM alarms.

I have broadband, can I still have a Beep Assist package?

Yes. Your broadband supplier will have issued you with a filter and we will ensure that this is fitted correctly when we install your lifeline unit.

How much does Beep Assist cost?

We offer basic and advanced packages which can be tailored to meet your needs. Check out our packages page for details.

Apart from the cost of the package, what other costs are involved?

As Beep Assist works through your landline, each time you press your pendant or your sensors are activated, you will be charged at the rate of a basic call. Your telephone provider can provide you with information about how much this costs. Your equipment and installation costs are included in your monthly Direct Debit payment, which our team members will communicate to you before you sign any agreement with Beep Assist.

How do I pay?

Payments for Beep Assist services are made via monthly Direct Debit.

Once you have signed up for your package, you will receive a letter detailing your Direct Debit payment.

We ask that all customers pay one month in advance. This can be taken as a one-off payment by Debit Card or it can be spread out over the remaining months in the financial year (April 1 to March 31).

How do you know who to contact when I press the button to call for help?

When you sign up as a Beep Assist customer, we’ll ask you for a list of your emergency contacts and key holders. We’ll need the details of at least two key holders, who should live close to you and be willing to respond 24 hours a day.
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This information will be used to respond to you when you press your pendant or a sensor raises an alert.
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Please let us know as soon as possible if your emergency contact information needs to change.

How do I know what sensors I need in my home for the Advanced Package?

We will carry out a full assessment of your home and advise you on the most useful and relevant equipment for your needs. Our experts will also review the suitability of your equipment every eight weeks which can be done over the phone or with a personal visit.
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See our products page for a full list of options.

What if I am unsure about the equipment I have installed?

We know that having a stack of new equipment in your home can be a little daunting. If you change your mind and want to cancel a specific piece of equipment within 21 days of the start date of your Beep Assist agreement, and return the equipment to us in a satisfactory condition, you will not be charged.

What if I want to cancel my agreement with you?

You can cancel your Beep Assist agreement with us at any time by giving us four weeks’ notice in writing and returning the equipment to us. In the event of death, a relative or advocate can terminate this agreement by giving two weeks’ notice in writing, either by posting it to the address on your Beep Assist agreement or via our email address: hello@beep-assist.co.uk

How do I know if I qualify for VAT exemption?

VAT relief is available on a limited range of goods for disabled people, and this covers emergency alarm call systems. You can find more information on the HMRC Government website

What if someone else deals with my affairs?

If you have an advocate to deal with your affairs on your behalf, please let us know by sending us a letter of authority form. If you have a Power of Attorney, we will require a copy of this for our records.

Why do you need emergency contacts and what will be expected of them?

We ask for two emergency contacts for you if possible. Here’s why:

When you press your pendant or a sensor is activated, our response centre will try to contact you first.
If you are unable to answer, the response centre would then call your emergency contacts to see if they can check on you.
If they are unable to attend, the emergency services will be called - unless you can communicate that you are alright. Our response centre will also call the emergency services if you tell us you need urgent help.

Please get permission from your emergency contacts and let them know that we will have their contact details.

How do I make a complaint?

Our complaints policy is dictated by our parent company, Futures Housing Group. You can see our complaints policy on our company's website

What information do we collect and where is it stored?

Name, address, telephone number, date of birth
Medical history
National Insurance number (Supporting People funded customers only)
Advocate/Power of Attorney (POA) details (if applicable): name, address, telephone number, details contained in the POA documentation as a copy is required
Emergency contact information: name, address, telephone number
Information contained within Housing Benefit letter as a copy is required (supporting People Funded customers only)
Key safe number (if applicable)
Areas of support to support independent living
Reason for termination
Date of death
Date residence in a nursing home, residential home or hospice became permanent

This information will be stored on our monitoring response centre database so calls from you can be handled effectively and assistance can be sort in the event of an emergency, it will also be stored on Futures Housing Group’s housing management database for payment purposes. To protect you and ensure we deal with the most appropriate person dealing with your affairs and assist with an emergency, we will need to store and hold third party information which you will have provided. It is your responsibility to ensure that you have informed any third party where you have provided this information.

Who do we share your information with?

We may share you rinformation with selected third parties in connection with our service delivery these may include:

Our staff, contractors and suppliers who provide services to you or on our behalf. We will always ensure that we have adequate and appropriate information sharing protocols or data processing agreements in place in such cases; this includes applications for funding.
Emergency contacts /advocates for which you have provided the details for.
Local authorities, other housing and support Organisations and statutory agencies.
Mediation and advocacy partner Organisations.
Our solicitors.
Our insurers, in case of public liability claims and similar.
Debt collection agencies to collect current and former debt.
Organisations providing external assistance where you have agreed to the referral.
In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business.
If Futures Housing Group Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

In some cases we may have a duty to disclose your information by law to:

Local authorities,regulators and government departments;
Police, fire services or health authorities, or medical staff;
Adult Social Care safeguarding (section 42 enquiry of the Care Act 2014).

We will not share your personal information with anyone who claims to act on your behalf unless you give us authority to do so.

We will never provide your personal information to other companies for their marketing purposes.To read how we protect your information and Futures Housing Groups full privacy notice please visit https://futureshg.co.uk/privacy or please contact us to request a copy.

How are we keeping our customers safe during Covid-19?

We are committed to keeping our customers and team members safe from coronavirus (Covid-19).

Our team members will ask you questions to assess any possible exposure to coronavirus, and any symptoms you may be experiencing.
If we have to come to your home for an appointment, our team members will be wearing PPE to ensure your safety and theirs. If you feel particularly vulnerable please ask for this to be increased.
If we feel there is a risk to us, or you, following our questions about coronavirus, we will increase the PPE we're wearing to make sure everyone is kept safe.
We will ask you to stay in another room while we work.
We will need to demonstrate the equipment and finalise paperwork with you. During this time we ask that you maintain social distancing of at least 2 metres.
All equipment is sanitised before installation in your home.