TELECARE/ Alarm responding centre/ Analogue to Digital Switchover

Sheila Anne Mughal made this Freedom of Information request to Helena Homes This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was refused by Helena Homes.

Sheila Anne Mughal

Dear Helena Homes,
I am writing to make an open government request for all the information to which I am entitled under the Freedom of Information Act 2000. Could I possibly suggest that you direct these questions towards one or some of the following employees: - Assistive Technologies Manager/ Lead, Service delivery manager, assisted living/housing association dept, Care Home support, adult services, Service manager, Contact centre Manager – or similar roles to those listed above.

If you share this request – please do so in HTML as then the text boxes can be ticked
In order to assist with this survey, could you please answer the following:

1a. Does your organisation presently provide a Telecare operations centre (ARC) to monitor personal alarms (e.g., Falls alarms) for your local vulnerable population &/or local authority?




1b. IF the answer is NO or UNCERTAIN - is this a service you may consider offering in the future?




If the answer to 1a) & 1b) is NO or uncertain – this is the end of the FOI request. Thank you for your response.

IF the answer to 1a) is YES please reply to all the questions below.

2a. Do you use an external provider or other government body or private organisation for alarm responder/monitoring services? If so, can you please detail: -

NO -We provide this service ourselves -managed in-house

YES – we use an external provider

2b. If an external provider is used, please give name of monitoring centre/ provider with any contract start/end date & contact details if known.

2c. If you provide this on behalf of other organisations, please list these organisations &/or areas of the UK you cover?

3a. What type of devices are used in the community? If you can name device supplier/manufacturer this would be appreciated.

Mostly Analogue

Mostly Digital

Types of devices: -

4. Do your analogue devices use any of the following protocols?




Tyneter Reach units older 2014

Tunstall devices using ST TT21 proprietary protocol

TT92 open protocol

GSM Tunstall units

Other not listed

5a. Are you presently preparing for the digital switchover?




5b. If the answer is NO, have you any plans to move to a digital platform and can you outline these?




Please feel free to add any additional comments regarding this process and any concerns/ issues you may have about this process… if this is applicable to your organisation.

Response -

6 Could you please indicate which software platform is used in the monitoring centre you use?

Not known

Tunstall PNC

UMO Enovation






Bold Communications








Other not named – please give details in text box below

7. As regards the above – do you know when the contract end date is &/or when the software platform used will be under review?

Response -

8. Have you any concerns about your present service? Some possible common concerns listed below, but please feel free to comment –

Ability for call handlers to work remotely during this present lock & maybe future down phase.

The analogue to digital switch-over and how suppliers can play catch up & do you see disruption/challenges in replacing older analogue devices?

Safety of lone workers

Service costs/ budget restrictions

Security of email and chat when discussion client confidential data

Infrastructure costs – considering move to hosted solution

Restriction on choice of alarm devices which could be used

Support and customer service concerns

Alarm signals – failure rates

Concerns re moving from platform supplier & reprogramming individual units

Lack of responder app capability for remote workers

Ease of use & training new starters

Device management/ stock control

Other issues/concerns not listed –

8a – any additional comments re the above possible concerns?
Response -

9. What tender framework/ portal does your organisation use for procurement re Telecare devices/services and software?
Response -

10. Do you know (approximately) how many device connections you have?

11. Who is the main person(s)/ decision maker (s) or team – who would be responsible for your Telecare monitoring centre &/or telecare services - name/title/direct dial number/email?

Response -

12. Any other comments as deemed useful to this enquiry?


If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the Act, you are required to advise and assist requesters. If any of this information is already in the public domain, please can you direct me to it, with page references and URLs if necessary. If the release of any of this information is prohibited on the grounds of breach of confidence, I ask that you supply me with copies of the confidentiality agreement and remind you that information should not be treated as confidential if such an agreement has not been signed.
I understand that you are required to respond to my request within the 20 working days after you receive this letter, excluding public holidays. I would be grateful if you could confirm in writing that you have received this request.
I look forward to hearing from you.
SA Mughal
E-novation trading as Enovation
M 07714 248180 or 0044 7714248180

Yours faithfully,

Sheila Anne Mughal

Stella Redford, Helena Homes

1 Attachment

Dear Sirs,


Thank you for contacting us to request that we provide information under
the Freedom of Information (FOI) Act. The Information Commissioner's
Office have confirmed that Housing Associations such as Torus are not
currently classed as a public body and as such are not obliged to respond
to FOIs. However, as an organisation we want to be transparent and
endeavour to share information where possible.


On this occasion we will be unable to support this request as this
information is not easily retrieval and would take a considerable amount
of time for staff to pull together.


Should you have any further questions in relation to FOIs or request for
information, please don’t hesitate to email [1][email address]


Yours sincerely


Stella Redford

Group Data Protection Officer





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Torus62 Limited (trading as Torus), is an exempt charity, a registered
provider of social housing and a community benefit society. 

Registered in England. 

Financial Conduct Authority Number: 7973 

Registered office address: 4 Corporation Street, Helena Central, St Helens
Merseyside WA9 1LD

Housing Maintenance Solutions Limited (Trading as HMS)

Registered in England

Company Registration number: 07237932 

Registered office address: 4 Corporation Street, St. Helens, England, WA9

Torus Foundation
Company Registration number: 08444912
Registered office address: 4 Corporation Street, St. Helens, England, WA9

Torus62 Developments Limited
Company Registration number: 09687200
Registered office address: 4 Corporation Street, St. Helens, England, WA9



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