Frequently Asked Questions

Got a question?  

Please check below to see whether it appears on our list of Frequently Asked Questions (FAQs). If not, please feel free to contact the Support Centre on 01623 608990 or email

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The pendant will activate the Lifeline within a 50 meter radius, so it should work anywhere within the home and garden.  If you are unsure, we would be happy to carry out a range test to make sure you're covered.

The manufacturers describe the pendant as splashproof, but not waterproof.  This means that you can wear it in the shower, but not the bath as the pendant can be damaged if submerged in water.

Please be advised that the base unit is not considered to be waterproof or splashproof and care should be taken to avoid getting the equipment wet.  If any spillages occur around the Lifeline base unit, please ensure that a test is completed immediately and any issues are reported as soon as possible.

It isn’t a problem if you press the Lifeline by accident.  Rather than cancel the call using the green button, we prefer that you let the call come through to us and just tell us you’re alright.  We can then close the call down for you.

Even if the power goes off in your home, your Lifeline will still work as there is a backup battery inside that will last for about 30 hours.  This will also provide cover in the event that you unplug your equipment from the mains, although every effort to replace the plug should be made to prevent the backup battery from wearing down prematurely.

In the event of a power cut, your Lifeline will sound an audible warning that it has become disconnected from it's power source.  You can cancel this alert by pressing the green cancel button on the front of the unit.  You are more than welcome to contact us for advice by pressing the red button if you need some help to rectify the problem.

If you decide to change telephone service, it is your responsibility to make enquiries with your intended new provider as to whether community alarm equipment is supported.  If it isn’t, but you still intend to make the switch to the new provider, you may potentially find yourself in a situation where you find your equipment doesn’t work as it should.

It is very important that you tell us if your number changes as the result of switching providers, as we rely on being able to call you to check you are well if ever you don’t respond to your Lifeline.

* Please be aware that the functionality of the Lifeline is dependent on there being a working landline in your property.  If you cancel your landline, or unplug the unit from the main telephone socket, we will not be able to receive your emergency calls.

No.  The Lifeline is designed to work alongside other telephony equipment such as answering machines, broadband and satellite TV, as well as personal medical equipment such as hearing aids and pacemakers.

There is no fixed contract length, so you are not obliged to receive the service for any minimum period of time.  However, we do ask that you provide us with 28 calendar days notice in the event that you no longer wish to receive your service.

No, the Call Monitoring service charge is applied on a weekly basis, so the monthly payment total will be dependent on whether you are paying for a 4-week or 5-week month.

The first payment made is often a higher amount, as you are required to pay for the remainder of the month you have begun your service, and will pay in advance for the next month. It may also be the case that you opt to pay the £11.99 installation charge with the first instalment.

A limited number of customers may be permitted to pay for the service upfront for a calendar year.  This payment is non-refundable if the customer opts out of the service within the first year, except in extenuating circumstances.

There are 2 ways that you can pay your Lifeline installation (set up) charge. We can either add the £11.99 payment to your first Direct Debit instalment, or you can pay over the phone using your bank card during the installation appointment.

VAT exemption does not apply for the installation charge. All service users are required to pay £11.99 whether they are VAT exempt or not. You will not be asked to pay this charge more than once, if for example we ever have to replace the Lifeline due to a fault.

We ensure at every installation that no cables are left in such a way that you could trip on them.  If you notice any wear on the cables that has resulted in exposed wires, please turn off the unit at the power socket and contact the Lifeline service immediately so we can arrange for someone to come and replace it for you.  (Don’t forget to press the green button to stop the unit from sounding the disconnection alert.)

If the Lifeline is making any unusual sounds or displaying lights that you are unsure of you are welcome to contact the call centre for advice.  We can attempt to troubleshoot the problem over the line with you if you are able to do so.  If you are unable to establish a connection with us through the Lifeline, please call us immediately on 01623 608888 (option 5) to tell us – again we will arrange for a repair or replacement to be carried out on the unit.

The quickest and easiest way is to press your red button and tell the operator, who can update our records there and then.  However, you can also call us on 01623 608888 (option 5) if you would prefer to give us the information over the phone, email or write to: First 4 Support, Ashfield District Council, Broadway, Brook Street, Sutton in Ashfield, Nottinghamshire NG17 1AL.

Like other public bodies, First 4 Support is subject to the Freedom of Information Act 2000.  The Act imposes significant obligations on how we should provide information to the public and how we should manage our information. It requires us to respond to requests for Information and produce and maintain a list of the information which we make available to the public, called a Publication Scheme.  Information such as your personal data about you or sensitive personal data such as your medical records will not be disclosed under this provision.

If you wish to view the data that we hold on record about you, a request should be directed to the Lifleine service which will be redirected to the relevant Company representative to be dealt with in a timely fashion.


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