Good afternoon parish clerks

 

We have recently become aware of attempts to mislead customers of our Careline Community Service scheme and wanted to share this information with you.

 

Careline Community Service is a pendant scheme for vulnerable, usually older, people to enable them to call for help if they fall. There are a number of schemes operating in the UK.

 

Many of our nearly 4,000 customers have been using the system for some time, many on an analogue system. However, all phone lines will be transferred to digital technology by 2025, meaning an equipment upgrade is required for those still using analogue technology.

 

We are working our way through our customers to transfer them to the newer technology, however we have become aware that some other companies are taking advantage of this. They are cold calling people, telling them they need a new box and then transferring them to the new provider without the customer understanding that this is what has happened. They charge for the new equipment, which we do not do. (The cost of the service is slightly higher for digital technology but this is paid through the customer’s regular service charge; we do not charge for the new equipment or for changing it over.) In some cases customers have received calls from scammers who simply trying to take money.

 

Many of our customers are in rural parishes across the borough so I am attaching a copy of a recent letter that we sent them. I am forwarding to you in the hope that it will be of interest to you and that you may be able to help spread the message.

 

Philippa Sillis, Communications and Engagement Officer (she/her)

Tel: 01553 616684 | Mob: 07716 048744

Please note that I finish at 2pm on Tuesday, Wednesday and Friday and will reply to emails on the next working day.