Pictured above: (l-r) Kerry Smith (Supervisor), Sandra
Houghton (Service 24 Manager) and Louisa Carby (Senior
Operator)
An elite team of telecare service specialists, who provide an
emergency lifeline for elderly and vulnerable social housing
residents, have had their select status confirmed by the sector's
national governing body.
Service 24, part of the Leicester-based LHA-ASRA housing and
regeneration group, has achieved Premium Status from the Telecare
Services Association (TSA), after a tough three day assessment.
The award was made in London during the TSA annual conference
earlier this month.
Service 24 operates a round the clock social alarm 'call centre'
which offers reassurance and a rapid response to residents in need
of assistance.
Service manager Sandra Houghton, and around 20 members of staff,
ensure someone is always on hand to respond to subscribers who can
summon help via a push-button pendant or bracelet, or a
wall-mounted pullcord.
The team performed so well in a recent audit by the TSA that it
has been awarded Premium Status - an accolade achieved by only 12
per cent of registered social alarm centres.
"We provide a service to a number of schemes for the over 55s in
Leicestershire and Peterborough as well as customers of LHA-ASRA,"
said Sandra. "We have a number of other clients as well."
All calls are taken seriously - even those from customers who
are concerned that their Meals on Wheels haven't arrived on
time.
In more serious cases, where the emergency services may be
involved, customers are kept engaged in conversation, given
reassurance, and kept up to date with developments.
Social alarm centres must meet exacting standards to qualify for
the Premium rating.
During the three day annual audit process, assessors work their
way through 36 pages of questions. "It was a tough process,
but an essential one if we were to prove that we are adhering to
the TSA's code of practice," said Sandra.
"By the end of it all, there wasn't a single area in which we
weren't compliant," she added.
Service 24 - which also has a specialist operation helping
clients who have mental health issues - is the only social alarm
centre in Leicestershire to have achieved the TSA rating.