Community Alarm Service - key performance indicators

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Complaints and information on how to complain
In the year 2010/2011, the Community Alarm Services provided a service to 3,400 clients and received one complaint. For more information on how to make a complaint please see the page in 'About the council, Service pledges, Corporate Services'.


Response time
All calls received by Hanover, where a responder was required to be deployed, were passed within five minutes of Hanover receiving the call.

Faulty Units
We will replace every faulty dispersed unit within 24 hours of the fault being reported. We carried out a replacement programme in 2010/11 and upgraded 1,027 service users alarms with new equipment.

Fault reporting
If you are experiencing any difficulties with your alarm, phone Hanover Telecare on 0845 604 4686. A community alarm responder will visit you to check your alarm. If there is a fault and it can't be fixed, the unit will be replaced at no cost to you.

Testing your alarm
Once your alarm has been installed, the responder will show you how to use the system and should encourage you to test your pendant with Hanover Telecare once a month.

Battery testing
Every six months a responder will contact you to test your alarm and to make sure the information we have about you is up-to-date. As part of our routine check visits, we will test the battery within your unit. If it is found to be faulty, we will replace your entire unit.

Your community alarm is fully operational while connected to an electrical power supply. Your unit will only rely on battery power in the event of a power failure. The battery power will last for 24 hours.

Fore more information on the community alarm service and how to access the service please phone our Business Support team on 0141 847 4950.

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