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Call Monitoring Lifeline Service

The Call Monitoring service uses a Lifeline device to link you in your home to the Support Centre at Ashfield District Council, meaning you can call for assistance simply by pressing a button.  There is a small weekly charge of £3.85 + VAT to use the Call Monitoring service.  While a nominal set up fee of £11.99 applies, we will supply and maintain the Lifeline free of charge.

What happens when you press for help?

There are 2 buttons you can press.  One is on the Lifeline unit itself and one is worn by you, so you can activate the Lifeline no matter where you are in the property.

Once the Lifeline has been pressed, you are automatically connected to our Support Centre which is open 24/7 and ready to take your call.  The details we take during your installation visit (such as your medical history and contact details for those who can help you in an emergency) are displayed on our specialist computer screen, so before we even begin talking we know who you are and where you are calling from.  We will call you every 6 months to make sure the details we have are correct and up-to-date.

On taking your call we will ask you what assistance you need and will arrange for help to come to you straight away.  

We will never close a call without making sure you will receive the help you need.


Support Centre Officer (female)

So what can we help with?

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If you have fallen anywhere in the home or garden, pressing your red button will make sure that your call for help is received.  That is why it is so important to remember to wear your pendant!

If you have fallen, we will ask you:

  • If you have hurt yourself
  • If you are able to get up without help
  • Whereabouts you are in your home
  • Whether we can get someone into your property if required

Depending on how severe your fall has been and judging by the answers you give to the above questions we will either:

  • Contact the emergency services
  • Call your doctor


  • Notify your next of kin

Never feel embarrassed about pressing your button for help.  You are not disturbing us or being a nuisance - you are our number one priority!

When you press your red button we will ask you what help you need and call for the appropriate assistance.

This could be:

  • A request for the doctor to visit or telephone to give you medical advice
  • Calling out the emergency services, if the circumstances are more extreme

If you are not sure what help is needed or are unable to talk to us, don't worry.  We will use the information we have on screen about your medical conditions and history to help decide what assistance is needed and will make the calls for you.

If we have to call an ambulance for you, we will always take steps to make sure that your next of kin is made aware that you may be admitted to hospital and will call you a few days later to make sure you are alright.

We always ask that you make every effort to talk to us after pressing your Lifeline so we can offer you the best help we can, but we understand that there may be situations where you are not able to do this.

If you don't answer us when we speak to you over the Lifeline, we will:

  • Contact you over the telephone, just in case you have pressed your button by accident

If you don't answer the phone either, we will:

  • Telephone the emergency contacts on your list and ask them to check you are safe and well

If we can't reach you or your contacts, we will:

  • Contact the emergency services and ask them to perform a safe and well check

If you feel insecure or vulnerable in your property, we may be able to offer advice as to whether or not you need to summon the Police or Community Protection Officers.  If you live in an Ashfield District Council property, we will also alert your Housing Management Advisor to any Anti-Social Behaviour you may be experiencing.

If you are feeling anxious at all, we can contact your friends and family and ask them to provide assistance where necessary.

If you call us as you are experiencing some kind of violence or abuse, we will contact the Police for assistance immediately and will leave the Lifeline call open until help arrives.  All calls made and received through our Lifeline Call Handling equipment is recorded and may be used to assist in official investigations where necessary.

If you would like further information regarding Safeguarding Adults in Nottinghamshire please click here.  Alternatively, if you would prefer to receive a leaflet please call the Support Centre on 01623 608990.

We would always recommend that you call the Fire Service on 999 directly in the event of a fire in or around your property.  However, if you press your Lifeline in this situation we will call for assistance immediately.

We keep a record of any information that it may be important that the Fire Service are aware of, such as whether problems with your mobility prevent you from leaving your home quickly or you have oxygen canisters in the property.  In the event that we need to call them for you, we will pass this information on.

If you are concerned that you are unable to respond to a regular fire alarm, we may be able to offer you a monitored smoke alarm that automatically dials for assistance through your Lifeline if smoke is detected.  Depending on your circumstances, there may be a charge for this service.  Please contact the Support Centre on 01623 608990 for more information.

Although the Call Monitoring service is for use in an emergency, we understand that there may be times when you feel that you need to press the Lifeline for a little advice or reassurance.  While we will try to accommodate this where we can, we must prioritise any emergency calls that are received.

If you feel that you could benefit from a befriending or sitting service, our Support or Support+ packages could be just what you need.  You can access information regarding these services here.

Alternatively, you may wish to consider using The Silver Line, the help line for older people.  Call them on 0800 4 70 80 90 or visit their website for more information.

The First 4 Support Contact Centre receives all out of hours repair calls from Ashfield District Council tenants.  If you are unable to call our Repairs Department directly during the daytime, you may report a repair through your Lifeline instead. Our Support Centre Officers are unable to send out our repair operatives directly, but they will make sure that your job is passed on to the relevant team for you so that an appointment can be arranged.

If you would like to log a repair using our online reporting form, please click here.


If ever you are unsure whether or not we can help you with a particular query, press the Lifeline and ask.

All of our Support Centre Officers are friendly and knowledgeable.  If we can't assist we can point you in the direction of someone who can. We are always happy to hear from you.

Tynetec 'Reach' Lifeline unit

Tynetec 'Touch' emergency pendant and accessories

What equipment do we use?

We currently use a combination of Tynetec and Tunstall Lifeline units; both of which are extremely easy for you to use.

The units are simple to install and do not require any drilling or disruption to your home.  All you need is a working landline with an electrical socket in close proximity to your phone point.

If you would like more information regarding the Lifeline units, please click on the following links:

Tynetec Reach user guide

Tunstall Lifeline 400 user guide

To find out more, check our Frequently Asked Questions or contact us:

Call the Support Centre on 01623 608990

Email us at First4Support@ashfield.gov.uk

Complete an online application and risk assessment here