Frequently Asked Questions
Below are the most frequently asked questions about the Checking in at Home service.
Please contact us if you have a question that is not answered in this list.
Can I have more or less calls than three per day?
To have less than three calls/day, just leave the unwanted times blank. If you would like more than three calls, please contact us and we will do whatever we can to accommodate.
Do I need any special equipment?
No. Checking in at Home does not require special equipment to set up or install, as it uses the existing telephone (landline) in your relative’s house.
What happens if someone is one the phone when the message comes through?
If the phone is engaged at the time of call, further attempts at 10 minute intervals will be made. If, after 30 minutes, the phone is still engaged, we will call the first contact.
How long would it be before the first contact is contacted?
A second call is normally attempted (except for when phone is engaged – see above). If there is no positive acknowledgement to these two calls, a call will then be put into the 1st contact. The gap between each call would be 10 minutes.
What happens if no contacts are available?
The final part of the escalation process is to send a text message or e-mail to the first contact. It is the responsibility of the contacts to have access to their phones after signing up to this service
What happens if there are not three contacts supplied?
We strongly recommend 3 contacts being provided. The service can operate on less but this places more responsibility on the remaining nominated contacts to be available on their contact numbers at all times. We also recommend that there is someone who is close by and can access the service user's home to check they are OK.
How do I know if my application has been received?
Once the application has been filled in and submitted and payment has been received, a confirmation e-mail will be sent. The service will normally go live within 36 hours (excluding weekends). Please make sure your ffiend or loved one is aware of when the service is due to begin.
What happens if the phone is answered but the keypad button is not pressed?
This registers as an alert that all may not be OK and as such will generate a second call to verify. If on the second call, the button is still not pressed, this will prompt a call to the first contact.
What should I do if I don’t receive my call as normal?
Our system may be exposed to factors beyond our control from time to time and as hard as we try we may experience occasional interruptions. Should this be the case, please contact us to let us know and if we are not already aware and working on it, we will do our best to get the service resumed as soon as practical. Similarly, your phone line may be exposed to occasional failures. Once this is rectified, the Service will resume as normal.
Can I record my own message to be sent to my relative?
Yes of course. The nice thing about our service is it can be personalised. When you sign up you will be prompted to record your message with a guide on the message content. Please note you will only be able to record your message the day after you sign up - please allow 24 hours for your request to be activated on our system.
What kind of voice message can I send?
It's entirely up to you. Click on the play (triangle) button below to hear an example of a personalised message
What happens if I forget to record my message?
If no specific message has been recorded, we will send out a standard message referencing your loved one's name and your name.
Can I have different voice messages and change them from time to time?
Yes. You can record different voice messages for different times of the day. You can also refresh each of the messages as and when you wish by returning to the voice recording system referred to on your welcome e-mail.
How do I pay?
We process payments using the Paypal billing service. The first payment covers the first three months of the service. Beyond that, the Paypal service will take a three monthly subscription amount every three months.
Am I tied into a contract for a period of time?
We do not issue contracts but highlight the Terms and Conditions of our services on the website. A service user has the opportunity to request the service be stopped at any time. If this is the case, we are unable to refund any monies already paid.
Will this service work on all phones?
The service requires a digital phone to be accessible for it to work. Most phones will therefore work with the Checking in at Home service. Should the service not work on a particular phone, you have the option to either replace the phone or cancel the service and the subscription cost will be refunded in full.
What should I do if I have any feedback on the Service including compliments, complaints or idea?
Please contact us and we will do whatever we can to listen and respond accordingly.
What should I do if I have a question that is not answered above?
Please contact us and we will answer any questions you might have about the service.