Pendant alarms updates
A signal issue is affecting a small number of alarms in our sheltered housing schemes. We’re working urgently with our provider to resolve the issue. Check back here for regular updates
All pendant alarm customers will receive the letter below regarding home visits. These are being arranged in priority order, with the first letter issued on 18 September
We’ve been in touch recently about a connection issue with pendant alarms. We know how important it is that your alarm works reliably. We want to reassure you again that this is affecting only a small number of devices - but our priority is to make sure that every single alarm is working as it should.
We’ll be visiting every customer with an alarm, including those that have not experienced any problems. If we haven’t already been in touch, we will call you within the next few weeks to arrange a visit. We appreciate your support with this and will try to minimise any inconvenience.
You can check whether your alarm is working correctly by checking the small light in the top righthand corner of the main unit. If it shows a continuous red light, like the picture over the page, this may mean there is a connection issue. If this is the case, please call our support team on 01225 366135 and we can arrange to prioritise your visit.
Where we find an issue, we are committed to putting things right. Once the first phase of reliability checks is complete, we’ll review each case and contact anyone who has been affected about possible refunds or compensation.
We’d be grateful if you could please bear with us while we complete this essential process. It will help us to create an accurate picture and make sure any action we take is fair and consistent for everyone.
Thank you for your patience and understanding as we work to make sure your alarm is dependable and safe.
Yours sincerely
Emma Smith
Director of Service Improvement
emma.smith@curo-group.co.uk
Letter to all pendant alarm customers - issued Friday 1 August
We wrote to you recently about a signal issue affecting pendant alarms. We’re dealing with this urgently and said we’d write again to update you.
Since our last letter, we’ve confirmed that only a small number of alarms are affected. We’re continuing to work urgently with the alarm provider, Appello, to find a solution as quickly as possible.
We’re offering extra support to the most vulnerable users of the system. That includes having more colleagues on duty over the weekends. If you have concerns about your alarm, please speak to your Sheltered Housing Officer or call our Customer Contact Team on 01225 366000, Monday to Friday 8am to 8pm.
Outside of these hours, you can call the same number to be put through to our out-of-hours service, where you’ll be able to speak to someone and report a problem. In an emergency, please dial 999.
We’ll continue to keep you informed - the next update will come via your Sheltered Housing Officer. Information is also being published our website – see www.curo-group.co.uk/alarms for future updates.
Yours sincerely
Andrew Snee
Director of Housing
andrew.snee@curo-group.co.uk
Letter to all pendant alarm customers - issued Friday 25 July
I hope this letter finds you well.
I’m writing to let you know about a signal issue which may mean your alarm is not working all the time. We believe the issue is only affecting a small number of customers, but your safety is our first priority and that means it’s important that we make you aware of this risk.
If you have an emergency over the weekend, please do not hesitate to call 999 for immediate assistance. You can also contact us at any time over the weekend by calling 01225 366000 and speaking to our out-of-hours service.
We understand this situation may cause concern and want to reassure you that we are actively working to find a solution as soon as possible.
We will be in touch with you again next week with more information and an update on the next steps we are taking to resolve the issue.
Yours sincerely
Andrew Snee
Director of Housing
andrew.snee@curo-group.co.uk