Customers will be supported to switch providers between March and September 2026.
We know that you’ll have questions about what this means for you, what you can expect from us and what you might need to do.
We’ve tried to answer any questions you have here but if we’ve missed anything you can ask it below.
We understand that some residents have received leaflets saying that Care Link will not be closing. This is not true.
If you have any questions or need help, please contact us.
If you live in one of our independent living schemes, you don’t need to look for a new supplier.
Your calls will continue to be answered. However, this will be by another telecare provider, appointed by us. The responder service will end at the end of March 2026, which means that if you fall, the emergency services will be called to help.
Your equipment will be switched off between 19 January and the end of March 2026. We will let you know when this is going to happen and will pop something through your letterbox to let you know when it’s disconnected. After this, your alarm won’t work anymore and you won’t be charged.
If you would like information on other telecare providers, please visit Find TEC in your area.If you need help to find a new supplier please contact us for support.
If you have any extra equipment, we’ll be in touch to let you know what to do with it.
Your equipment will stop working at the end of March 2026. We will need to collect the Care Link equipment and will be in touch to arrange this. If you would like information on other telecare providers, please visit Find TEC in your area. If you need help to find a new supplier please contact us for support.
If you find a new provider earlier, please let us know and we will switch off your service earlier. If you have paid an annual fee and leave the service before the end of March, we will arrange for the difference to be refunded.
Any customer who need help to find a new supplier should contact us for support. We're calling our most vulnerable customers to make sure they're supported to find a new supplier as soon as possible.
Unfortunately, we are not taking on new customers due to the plans to close the service. We can't recommend a new provider but you can find accredited providers on the TSA website. If you need help to find a new supplier please contact us for support.
Following changes to funding we have reviewed our services and made the difficult decision to close our Care Link service. We have written to customers to let them know how they are affected.
We understand that this may feel unsettling but we want to assure customers that we will continue to support them until then.
We can’t recommend a new provider but you can find accredited providers on the TSA website. If you need help to find a new supplier please contact us for support.
That’s absolutely fine. We’ll help you to transition to a new provider earlier. We won’t hold you to four weeks notice so once your new alarm is in place we’ll cancel your service with us and arrange to collect the alarm.
No, if you find a new provider we’ll cancel your service with immediate effect and arrange to collect the equipment.
When your service ends we’ll make arrangements to collect the alarm or you can return in to one of our hubs or offices.
As the service is closing, we won’t be adding additional services.
Unfortunately, we’re unable to change any equipment. However, if you would like to try a new provider we will cancel your service as soon as this is in place.
We are scheduled to begin disconnecting schemes from 12 January. You’ll be contacted around four weeks before your disconnection date, and we’ll also be in touch again closer to the time to remind you.
As the service is closing, we won’t be adding additional services. However, if you would like to try a new provider we can disarm your hardwired alarm service as soon as you have a new provision in place and the charge will be removed from your rent account with immediate effect.
Yes, if you want to opt out of the service before it is completely disconnected we can disarm the equipment and remove the charge from your rent account with immediate effect.
Your equipment will stay in your home; however, it won’t work from the date it’s disconnected. If you have any other equipment such as a pendent or fall detector we’ll contact you separately to let you know what to do next.
If you pay for a Care Link pendant on your rent account we’ll arrange to collect the alarm once your hardwired alarm has been disconnected.
We can’t recommend a new provider but you can find accredited providers on the TSA website. If you need help to find a new supplier please contact us for support.
If Wakefield Council fund your telecare service/you pay Wakefield Council for your telecare service this alarm will remain in place and you will be informed of changes to your service by Wakefield Council.
The calls monitoring service will continue as normal. However we will be appointing a new provider to monitor calls once Care Link closes.
From the end of March 2026 Care Link will no longer provide a response service. This means that if you fall we will call emergency services to help you.
No all other Independent Living services will continue.