Care Connect, our alarm service

We continue to operate as usual and ask all customers to use our service if you need it and recommend it to friends and family who may need extra support at this crucial time. If you have concerns regarding the pandemic and your health please get in touch, staff will ask you on arrival if you have symptoms of Covid-19 or have tested positive. Our staff wear full protective equipment (PPE) to protect themselves and you, use antibacterial gel for their hands and sanitise vehicles after visiting homes. We take all precautions to stop the spread of the virus.

If you want to join the service during Covid-19 restrictions and are concerned about staff entering your property, we can either deliver your equipment to your doorstep for you to plug into an electric socket or it can be installed by our staff using PPE and social distancing. If you are shielding, please let us know.

Get in touch today by emailing care.connect@durham.gov.uk or calling 03000 262 195.

What is Care Connect?

Our alarm service provides at home assistance, 24 hours a day, seven days a week, 365 days a year.

The alarm can help you to remain independent for longer in your home. Our alarm allows you to call for assistance if you have an accident, feel unwell or have fall at home. With a dedicated team of highly trained staff who will respond to your call, you'll feel safer in your own home. Your personal alarm will also offer peace of mind to your family and friends.

Read our  Care Connect leaflet (PDF, 858.8kb)  to find out more.

Care Connect video transcript (PDF, 102.4kb)

What you need to install an alarm

To install the alarm in your home, you need a working telephone line which accepts incoming and outgoing calls and have an electrical socket close by. If you don't have a telephone line, we can install a similar system that has a SIM card fitted. This carries out the same function as a telephone line, but please note this will incur an additional charge. See 'how much does it cost?' on our Apply for Care Connect page.

The alarm unit call has a higher priority than a standard telephone call to ensure your safety in an emergency. For the Care Connect equipment to work correctly, it needs to be installed in the first telephone point in your house, with all other extensions wired into the unit to make sure it works properly, even when another telephone is in use or off the hook.

If you need additional support

If you need additional support you can also apply for Telecare. Telecare is the name of the service we provide with the use of sensors and other equipment that can recognise when there is a problem or emergency situation in your home. There are lots of telecare items that will help you stay independent. Some examples are: fall detector, bed/chair occupancy sensor, heat detector, smoke detector, temperature extremes sensor, door exit sensor and wandering device.

You can choose to buy Telecare privately from us, or you can Get your care needs assessed through Social Care Direct.

See our Living independently - get help at home page for more information.

How to apply 

See our Apply for Care Connect page.

Customer satisfaction survey

See our  Customer Satisfaction Survey Report 2020 (PDF, 508.4kb)