Emergency Home Response

The emergency home response service consists of a team of trained responders who will visit your property after an alarm activation from the Lifeline or telecare equipment at your home, to provide a welfare check, assistive lifting, reassurance and extra assistance should you need it.

You need to be a Progress Lifeline customer to have the emergency home response service, plus have a Keysafe at your property to enable the responder to access your home in the event of an emergency.

Progress Lifeline’s emergency home response service can provide peace of mind to you and your family if you live alone, if your family live far away from you, or if you don’t have family, friends or neighbours to be a key holder or emergency contact.

If you are at risk of falling at home, whether this is due to a health condition or disability such as MS or stroke, or you are older, elderly or frail, our emergency home response service can help as they are trained to provide an assistive lifting service.

Our emergency responder will arrive at your home with specialist lifting equipment to safely lift you back to a sitting or almost standing position, with minimum physical effort whilst maintaining your dignity.

To use the emergency home response service, you will need to have a Keysafe at your property to enable the responder to access your home in the event of an emergency.

KeySafe provides a quick and easy way for family members, care workers, emergency services and other authorised people to gain access to your home without delay.

A small wall-mounted metal box with a secure combination lock, KeySafe enables your keys to be stored securely outside your home. Only people you trust can gain access to your key.

Installation of a KeySafe will eliminate the need for forced entry in an emergency and the subsequent cost of repairing any damage caused.

We can supply and fit a KeySafe for a one-off installation charge of £57.50 (this is reduced to £47.50 if installed at the same time as the Progress Lifeline unit).

All our emergency home responders are trained in basic first aid, moving and handling techniques, initial injury assessment and assistive lifting but are not medically trained.

We will deploy an emergency responder to your home if:

• We receive an alarm activation from you but you do not/or cannot speak to us to tell us what help you need
• You have no family or friend as emergency contacts or your family or friend contacts cannot attend your property to check that you are okay
• You have fallen, are uninjured (you don’t require an ambulance), but you do require professional lifting assistance to get back up
• In some situations, an emergency home responder may be deployed at the same time as the emergency services should our operators have concerns that you require emergency assistance from paramedics, the fire service or the police, but that our emergency responder may get to you more quickly.

The assistive lifting service is automatically included as part of the emergency home response service. There are no extra costs – it’s all included in the £14.99 per month.

All our emergency home responders are trained in basic first aid, moving and handling techniques, initial injury assessment and assistive lifting but are not medically trained.

In the event of a fall where you are uninjured, do not require medical help but cannot get back up without assistance, our responders will use their training in assistive lifting techniques to help you back up, while providing reassurance and comfort.

How much you weigh, and where and how you have fallen, will determine which lifting techniques and equipment will be used to assist you up.

The Raizer electronic lifting chair can lift up to 150 kgs (23.5 stone)

To be eligible to receive the assistive lifting service from Progress Lifeline’s emergency home response service, you must be able to weight-bear i.e. after being lifted by the lifting equipment, you must be able to stand and move to a chair or your bed with support.

The emergency home response service costs an additional £14.99 per month and is available as a 'bolt on' to any of the Progress Lifeline personal alarm, telecare or falls reassurance packages.

There are no additional installation or set up costs for the emergency home response service. However, to be eligible to have the emergency home response service, you must have a Keysafe to enable our emergency responder to access your property.

We work to the high standards and targets set by the TEC Services Association, with whom we have been an accredited member since 2006.

In 2018, we were also awarded the Quality Standards Framework (QSF) - the most recognised quality standard in the TEC industry.

Progress Lifeline is part of Progress Housing Group, a government regulated and not-for-profit social housing provider with an industry reputation for excellence.

All our responders and installers are Dementia Friendly and enhanced DBS checked.

Emergency home responders are trained in assistive lifting, basic first aid and injury assessment.