Eldercare has over 30 years’ experience in working with Housing Associations across the UK, ensuring that the needs of their residents are always met and that the highest standards of service are delivered at all times. We offer a wide range of services to our Housing customers, including:
Our control centre systems offer a comprehensive service for both hard-wired sheltered schemes and community-based dispersed alarms. For sheltered schemes, the monitoring service provides the back-up facility of ‘around the clock’ monitoring to scheme-based staff when it is required and gives residents the comfort of knowing that there will be someone to answer their call and give help, advice and comfort, at the touch of a button. We have a complete back-up disaster recovery centre that can accommodate our services during extreme situations. We are able to offer our clients disaster recovery services, either by hosting their equipment in a secure environment, providing planned call-handling or disaster ‘roll-over’ facilities. Our specialist control centre team is also trained to provide other services to housing associations and local authorities such as ‘out of hours’ repairs, emergency carers’ cards and temporary housing services.
The role of the emergency mobile response team is to work with the control centre to deliver a support service direct to the customer’s home. All teams are chosen for their relevant locality and so are within easy reach of customers, and we operate mobile response services right across the North West and in a variety of areas across the UK. The emergency response teams are trained to deal with sensitive and emergency situations and will liaise with the control centre, emergency services, family and friends as required. Where possible, we aim to arrive on-site within 30 minutes of a call being received. We also provide enhanced services such as ‘falls pick-up’, moving and handling and emergency personal care, ensuring that our service users get the service that they require at the time when they need it most.
Routine and Relief Visits
Our mobile teams will assist with routine visits to schemes to check on the welfare of the residents and, where necessary, perform night-time security checks, often utilising schemes ‘I’m OK’ facilities where appropriate. These can be delivered 24/7/365, often at short notice. Our staff will take the time to get to know the residents, attending coffee mornings and user forums where possible, and building a trusting relationship. We also provide a relief manager service to cover holidays, sickness and weekends as required.
Out of Hours Support
Eldercare provides several different Out of Hours services, for both Repairs and Homeless Services, to a range of housing associations, including the recording and escalation of issues and dealing with third party contractors. We provide these services in a number of different ways, once again following our approach of designing a bespoke solution that is built upon a combination of best practice and meeting specific needs. All of our staff are fully trained in the delivery of Out of Hours services, with training and procedures tailored to the needs of each specific contract. We can provide dedicated local rate or free-phone numbers for residents to contact us and tailor the service we provide to meet their requirements. Often our customers provide us with access to their in-house systems so that we can log all activity directly onto their databases, ensuring that they are always kept up-to-date.
Support with Technology
We are able to monitor an extensive range of telecare products and we adopt customer specific procedures in the event of activation. We are determined to pursue a strategy of ensuring compatibility with all products available on the market and, therefore, maintain our ability to monitor any manufacturer’s equipment. We also provide advice as to the suitability of different manufacturers’ solutions to meet our client and their customers’ needs. Also, we are able to supply niche or specialist products to meet the specific needs of customers. We keep close contact with product suppliers across the industry and run trials with them in order to evaluate the effectiveness of innovative solutions.