Care on Call

Important changes to your service

The UK’s telephone network is changing. Traditional analogue telephone services are being replaced by digital technology, which means the equipment currently supporting your Care on Call service will need to be upgraded.

A new digital personal emergency response system called SEVEN will be installed in your home.

We’re writing to customers directly with specific installation dates and details of adjustments to charges for the service.

What does this mean for you?

There’s no need to worry. Your Care on Call service and the support you receive will not change. The upgrade is simply to make sure your service continues to work reliably as the UK moves to the new digital telephone network.

Your new system will include:

• A new alarm unit in your home
• A personal help button known as a pendant that you can keep with you
• Simple buttons and voice messages to help you use the system
• The ability to speak to us through the alarm unit if you raise an alert

There will be no interruption to your Care on Call service, and a member of the Salix Homes team will be around in the communal area while the new equipment is being installed to support you.

You can also read our Frequently Asked Questions guide, which should answer many of your questions:

Care on Call Changes – FAQs

What will it cost?

There will be a new cost to install and connect the equipment in addition to your existing service charge.

From April 2027
You’ll pay 75p per week for the SIM card that keeps your digital equipment connected. This will be an ongoing charge.

From April 2028
There will also be a charge of £3.75 per week for one year only to cover the cost of installing the new digital equipment. This charge is eligible for Housing Benefit.

If you’re not on Housing Benefit and can’t afford the additional payment, your rent, or other bills, please speak to our Income Team. They can offer free, individual advice on benefits and budgeting, and can also put you in touch with independent agencies who provide free, impartial advice. We also have a support fund available for customers who may need financial help with the change.

We’re here to help

We understand that changes to equipment in your home can feel concerning, particularly when it is something you rely on for your safety. We’ll support you throughout the change and make sure you have the information you need.

If you have any questions about the new system, the installation or the charges, please contact us on 0800 218 2000.

Thank you for your patience and cooperation while we make this important change to help keep your Care on Call service working reliably.