Lifeline

Lifeline, also referred to as the Community Alarm System, is a support service designed for elderly and vulnerable residents. There are no age restrictions for accessing the service.

Each Lifeline service user receives a wearable pendant, which can be used to trigger an alarm call to our dedicated alarm monitoring control Centre. In addition to standard pendants, fall detectors are available for individuals who are at risk of falling.

Our trained staff are available 24 hours a day, seven days a week, 365 days a year to provide assistance and arrange the appropriate help and support when needed. 

The service was recently re-accredited for Quality, Safety, and Innovation by the Telecare Services Association (TSA), reflecting its continued commitment to delivering high-standard service excellence and impactful support to the community.

You will be provided with a radio pendant that activates the Lifeline unit when pressed. The unit is typically installed near a mains power socket, but it can be positioned elsewhere in the home, provided a suitable power source is available nearby.

Our alarm units are hybrid devices and do not require a landline to operate. Each unit is equipped with a built-in SIM card that connects to four major telephone networks, ensuring reliable communication when the alarm is triggered in an emergency.

When the pendant is activated, an alert is sent to the Lifeline Monitoring Centre. A trained operator will assess the situation and determine the most appropriate response. The unit also features a two-way speech function, enabling direct communication with the operator through the Lifeline home unit.

What is the monitoring centre?

The monitoring Centre is run by Lifeline and operates from the Redbridge Control Centre in Ilford.

The operators will know who is calling. They will have your details, key holder’s details, who your doctor is and other important information.

Key holders are people chosen by you to be contacted during an emergency. They must be 10-20 minutes from your home and can be a family member, carer, neighbour or friend.

You can have up to two key holders.

If you don’t have anyone who can be a key holder for you, arrangements can be made for the Visiting and Response Team to respond to any alarm raised. You will need a key safe fitted outside your home.

The service includes text messaging to a mobile phone.

When Lifeline is activated a text can be sent to your mobile. We will ask you what you need help with. Your text reply is then responded to by the Lifeline control centre, who will send the right assistance.

To contact us: 

• you can contact us by Text Relay by dialling 08001 0208 708 5631
• signing support is available from Redbridge Sensory Service Centre. For contact details visit the Action on Hearing Loss website

The cost of the Lifeline Monitoring service is £5.52 per week. This is a Digital Sim card enabled alarm unit that does not require a landline to operate. There is an installation charge of £19.99.

You have the option to pay this in instalments.

A key safe can be installed upon request at the cost of £126.30.

If you cannot afford to pay £5.52 per week, you can complete a financial assessment to determine whether you are eligible to receive the Lifeline service free of charge.

• electrical socket

There are two ways to apply to become a user of the Lifeline Service:

• download an application form (PDF 751 KB)
• Direct Debit payment form (PDF 67.5 KB)
• please email lifeline@redbridge.gov.uk (24 hours) or call 020 8708 5897  

Please contact us as soon as possible on 020 8708 5897 (24 hours a day, seven days a week).

We will arrange to collect the Lifeline and pendant from your address, or a neighbour’s address within Redbridge. You can also drop the Lifeline and pendant back to the control centre but please telephone 020 8708 5897 in advance.

Please phone the Lifeline Control Room on 020 8708 5897 (24 hours a day, seven days a week). We aim to repair any major fault within 24 hours.

• you can call us on 020 8708 5897 (24 hours a day, seven days a week)
• you can text us on 07800 140749 (text message is charged at your standard network rate)