Our Service Standards
As accredited members of the Telecare Services Association (TSA) we comply with the TSA Code of Professional Practice which is a quality frame work for service providers.
| Measures | Target |
| Life critical calls answered within 1 minute | 98.5% |
| Life critical calls answered within 3 minutes | 99% |
| Private sector telecare alarm referrals and enquiries – contact attempted within 1 working day | 97% |
| Urgent telecare alarm applications – installation appointments offered within 2 working days | 90% |
| Urgent telecare alarm applications – installation appointments offered within 5 working days | 100% |
| Non-urgent telecare alarm applications – installation appointments offered within 15 working days | 90% |
| Non-urgent telecare alarm applications – installation appointments offered within 20 working days | 100% |
| Critical telecare alarm faults – repair appointments offered within 48 hours | 90% |
| Critical telecare alarm faults repair appointments offered within 96 hours | 100% |
| Non-critical telecare alarm faults - repair appointments offered within 10 working days | 90% |
| Non-critical telecare alarm faults - repair appointments offered within 15 working days | 100% |
