Skip to additional navigation Skip to content

Response 3780767

Response to request for information

Reference

3780767

Response date

22 July 2025

Request

Request for information about telecare provision.

Response

  1. What is the name of your organisation?
    • Rushcliffe Borough Council
  2. Do you provide your own telecare / alarm response service? If you use an external service provider, could you please name who they are? Please tick box below re answer (s) that applies.
    • PARTIAL we provide equipment, but contract out to external alarm monitoring service - Tunstall Group
  3. Please tell us something more about your ARC platform
    • Tunstall ARC Platform
    • Contract expiry date for your present platform? = 31.07.2026 with option to extend for a further 2 years.
    • Do you intend to go out to tender for a new platform in the next 1 to 3 years? - unsure
  4. Please tell us about your telecare service
    • How many telecare service users are currently registered with your service? = 858
    • When do you hope to complete your digital transition? = Imminently
    • What are the current charges for service users of your Telecare service? = £77 per quarter
    • Do you offer a free telecare service in any way e.g. for re-ablement or hospital discharge? No
    • Does you ARC operate a proactive/preventative outbound service? If so, what are the volumes of calls you make monthly? Proactive
    • How many device connections do you have? = 858
  5. Please tell us about your equipment/devices etc
    • What percentage of your Telecare devices are now digital? = 99%
    • What suppliers are you currently working with for digital upgrades? = Tunstall Group
    • How often is equipment tested or maintained? 
      • Customers are advised to place monthly test call.
      • Council completes an annual service visit to all active customers.
    • Are all your alarms 4G enabled? Yes
    • When does your current Telecare monitoring or equipment supply contract end? 31.07.2026 with option to extend for a further 2 years.
    • Do you use more than one TEC supplier and if so, could you name the supplier(s)? = No
  6. Please tell us about any failures and/or concerns around failures?
    • What is your average equipment failure rate (e.g., pendants, base units)? Unable to provide this data.
  7. If you could rate your main concerns at the moment from 1 to 3 (as in 1 being most worrying) what would these be. Not applicable
  8. Could you please list your main decision makers for each area - Name, title, contact details
    • Strategic Housing Manager - 01159 819 911

FOI Housing