Adapting your home

What is the Digital Switchover or ‘landline switch off’?

The UK’s telephone network is changing. Between now and 2025 most telephone providers will be moving their customers from old analogue landlines over to new upgraded landline services using digital technology.

In the UK, the analogue telephone system that we have used for many years is gradually being replaced with a modern digital system, which is called a digital upgrade. This digital upgrade is taking place because the UK needs a modern telephone system which can handle how people want to communicate by using their mobile phones, laptops, tablets or other electronic devices.

Your telecommunications provider (these could be Virgin Media, O2 or BT) should contact you before the switchover to check in and discuss what you need to do to make sure your service isn’t affected.

What is happening to the telephone system?

The digital upgrade will begin from April 2023 and aims to be completed by the end of 2026. Phone companies are already encouraging people to upgrade their phone systems now and this involves your phone provider arranging for a telephone engineer to come to your home to install the new system.

What do I have to do?

We want to make you aware that this is happening, so you know what to do in case your telephone provider contacts you to offer you a digital upgrade from your old telephone system. However, it may be that your telephone service has already been upgraded.

If you or someone you know depends on their landline or uses a telecare device connected to a phone line (such as a fall monitor, lifeline, or personal alarm), you should tell your telecommunications provider so that they can advise you on how the switch over could affect you.

If you have other devices connected to your phone line, such as alarm systems, you might need to upgrade your device to make sure it is compatible. If you are unsure about how a device in your home or business might be affected, it is recommended you contact the equipment supplier or device manufacturer to find out whether it will remain functional on a digital phone line.

Please follow these instructions, including a list of things to discuss with your telecom provider:

• If your telephone provider contacts you to arrange a digital upgrade, ask them to put a marker on your account to ensure they are aware that you have a lifeline alarm service.
• Please also request a battery back-up unit from your telephone provider as you currently have a lifeline alarm. (The battery back-up will provide 1 hour of service in the event of a mains power failure. We strongly advise you have an alternative way of communicating in case of an emergency.)
• If your telephone provider gives you a date for an engineer to come and upgrade the system, please contact us so we can update your account and make the necessary arrangements.
• When the engineer comes, make sure that they are aware that you use a lifeline unit at home and the installation cannot be completed until a successful alarm test call has taken place following the digital upgrade.
• The installer from your lifeline provider will visit your home to ensure that your lifeline unit is re-connected successfully by making a test call to the Monitoring Centre using your lifeline unit before the engineer leaves your home.

Does this affect my lifeline alarm?

These changes may affect the lifeline alarm service that you receive from Stoke-on-Trent City Council.  We want to make sure that your lifeline alarm system and pendant continues to work for you effectively and keeps you safe after these changes.
If you have received a visit from telecommunications engineer and changes have been made to your landline provision – please place a test call to the monitoring centre to check your connection.

Telecare scam warning

Be aware of phone calls from scammers requesting you pay or renew telecare over the phone. Callers claim to be from the new provider, and they ask for bank details to set up a new direct debit. If you receive a call, please do a test call and we will verify if this call is genuine.

If scammers contact you:

• hang up and report this to Action Fraud. You can report a scam to Action Fraud or call 0300 123 2040, which is available Monday to Friday 8am to 8pm
• report to the Citizens Advice Consumer Helpline on 0808 223 1133 which is available Monday to Friday 9am to 5pm)
• if you are in any doubt about the identity of a caller, please don't share any personal information and end the call.
• find information on cold calls and protecting yourself from scams on the website Age UK - phone scams.
• You can sign up to the Telephone Preference Service (TPS) which allows you to opt out of marketing calls? for more information visit the TPS website.

In an emergency

Digital landlines cannot carry a power connection, so in the event of a power cut they will not work. If you have a mobile phone this can still be used, but if you’ve no other means of calling the emergency services your telecoms provider will offer a solution to allow calls to be made to emergency services.

Most people who need a community alarm can pay for their own service.  However, sometimes people who have been assessed by us as having particular needs may get some additional sensors to help them to stay safe and independent – we call this Telecare. We install some small sensors around your house and if you have problems these sensors will alert us through your Lifeline community alarm.

Sensors we can provide include: 

• a falls detector on a neck cord that will detect if you fall down 
• a medication reminder and dispenser that will let you know when to take your tablets, and will give you the correct ones to take 
• a flood detector that will tell you (and us) if your bath or sink overflows 
• an epilepsy sensor which goes under your mattress, and will detect the different signs that you may be having a seizure 
• Door contacts if you or a loved one are at risk of getting confused and leaving the house

If you think you have social care needs you can contact us on 0800 561 0015 to ask for an assessment.  We will not assess just to see if you need Telecare – we will assess all of your social care needs, and we will recommend what supports could help you to meet those needs.

There is no ongoing cost for the additional sensors, but you will have to pay the basic cost of the Lifeline community alarm (£19.50 per month).  We may also charge a small installation charge when we first install the equipment – this will be £30, which we will charge only if you already have the Lifeline community alarm in place and we have to make a separate visit to install the other equipment. If you activate any of the sensors they will call us, and if we have connected the Lifeline to your landline the cost of the call will show on your phone bill - this is a low-cost local call rate.

If you do not want or need a social care assessment you can pay for the sensors and services described above as part of the Lifeline community alarm service.  If you would like the Lifeline service, please contact us on 01782 23 4545 to arrange a demonstration and installation. 

The response service is a highly-trained team (advanced first aid by St John’s Ambulance) that is part of Telecare and Lifeline. The team's role is to respond quickly to Lifeline and Telecare customers in emergencies where you need help but don’t need an ambulance, for instance:

• helping you to get up after a fall, using the latest lifting cushions to get you safely back to your feet 
• giving you first aid for a wide range of issues 
• doing welfare visits to see how you are, if you activate your Lifeline to tell us you are unwell or if you activate your Lifeline but we can’t talk to you through the unit to check you’re OK
• assessing if any small items of equipment (like raised toilet seats, grab rails or perching stools) could help you to stay safe and independent – and providing these 
• the team can also help you assess the risks in your home, and will liaise with the Fire Service, social care or your doctor (with your permission) to help you to get the support you need.

The response service is told you need help by the Lifeline community alarm, so you must have a Lifeline or Telecare package.

You must also have a key safe, so that the Responder can gain access to your home in an emergency. We can supply and fit a key safe for you, at a cost of £60, or you could purchase and fit your own.  If buying your own key safe, please be careful to check on the different types available - the key safe that we provide is one of the only ones on the market that is approved by the Police and by insurance companies, and which has no effect on your house insurance.

On average a Responder will get out to see you within 20 minutes of you pressing your pendant.  However if the service is very busy or traffic conditions slow them down, they may take longer.  If we are not able to get a Responder out to you, we will call an ambulance to ensure you are seen and safe.  However the goal of the Response service is to keep you safe at home without needing ambulance callouts or trips to the Accident and Emergency department.

You can buy the Lifeline alarm service from us to help you to stay safe at home.  You wear a pendant with an alert button, then if you need help (perhaps because you've fallen or feel unwell) you just press the button and we will be able to speak to you and send help at any time of the day or night.

We will set up a small community alarm box somewhere handy in your house.  It will be plugged into the mains power, and some types of alarm box need to be plugged into a phone line.  We will also give you a small pendant which you can wear on a cord around your neck, or on a wrist strap.

After speaking to you, the Lifeline team can: 

• phone a relative or friend 
• sending one of our emergency responders to check on you or to help you get up if you've fallen
• call an ambulance if you want one, or other emergency services 
• givie you general information and advice 

The service costs £19.50 per month (64p per day) in Stoke-on-Trent, or £25.75 (85p per day) outside Stoke-on-Trent.  For this, you receive the base unit, alarm button, and 24/7 support from the control centre plus free support from our emergency response service.

For an extra 19p per day, you can also have a second pendant - this is useful for couples.

If you would like the Lifeline service, please contact us on 01782 23 4545 to arrange a demonstration and installation.

Extra Care housing offers the same benefits as sheltered accommodation but with enhanced facilities and care and support staff available 24 hours a day. You would live in your own self-contained flat, within a purpose-built development comprising between 32 and 175 flats.

Extra Care facilities support the improvement of your welfare and encourage socialisation. You can be provided with better living accommodation at an affordable and competitive rate. Your wellbeing can improve due to a cleaner, healthier and safer living environment which, in turn, can benefit your health and social care.

Although developments vary, the benefits of Extra Care include:

• Independent apartments with own front door;
• Wheelchair accessibility and Lifetime Homes design;
• Shared communal areas;
• Support facilities;
• 24/7 emergency help;
• Individual support planning;
• Assistive technology (devices designed to maintain or improve your ability to do everyday things);
• Restaurant on site; and
• Activities that promote and support healthy living.

Current Extra Care schemes, with who we commission care services, are listed below.  You do not need to contact Social Care if you would like to apply for an extra care flat, you can contact each scheme directly.

Berryhill Village – Bentilee

• Email: Get in Touch - Midland Heart
• Tel: 0345 60 20 540

Camoy’s Court – Cobridge

• Email: Get in Touch - Midland Heart
• Tel: 0345 60 20 540

Maple West – Chell

• Email: maplewest.admin@yourhousinggroup.co.uk
• Tel: 01925 592554

Oak Priory – Abbey Hulton

• Email: oakpriory.admin@yourhousinggroup.co.uk
• Tel: 01925 593575

Rowan Village – Meir

• Email: hello@staffshousing.org.uk
• Tel: 01782 744533

St Dominic’s Court – Hartshill

• Email: Get in Touch - Midland Heart
• Tel: 0345 60 20 540

West End Village – Stoke

• Email: hello@staffshousing.org.uk
• Tel: 01782 744533

Willow Barns – Blurton

• Email: willowbarns.admin@yourhousinggroup.co.uk
• Tel: 01925 593540

The internet offers a world of possibilities, from staying connected with loved ones to finding vital information. But if you're new to technology, getting started can seem daunting.

This page explains how Adult Social Care can help you explore the internet with an Alexa Echo device. This is a small speaker with a screen that you can control by voice or touch.

Here's how Alexa can make your life easier:

• Ask for the weather forecast.
• Find the phone number for a local service.
• Set reminders for medications or appointments.
• View information on the screen (if you choose a model with a display).

If you're eligible for support from Adult Social Care, we can help you try out an Alexa Echo device at no upfront cost.

Here's what you need to know:

• You'll need a Wi-Fi connection (your internet provider can usually help set this up).
• An Adult Social Care expert will deliver and set up the device, showing you the basics.
• If you enjoy using Alexa after the trial, you can purchase the device for £100.
• If you're not a fan, we'll take it back and erase your information free of charge.

Interested in trying out an Alexa?

• Speak to your support worker.
• Visit your local Community Lounge
• Call Adult Social Care on 0800 561 0015.

Our team can help you fill out an application or answer any questions you may have.