Proposed changes to Careline charges

From 1 October 2020 we'll be making changes to the Careline model of service and the associated charges.

These changes are necessary to ensure that we can continue to provide an affordable service that meets customers’ needs whilst providing greater choice and remaining competitive with other service providers.

Please click here for more information on these. 

How we're working through COVID-19

Despite Coronavirus, we continue to work 24/7 to give tenants and residents reassurance that we’re ready to help if they need support in an emergency.

If you or a relative has Careline then you can be confident our team is working carefully and taking safety precautions.

If we need to visit you for any reason, you can expect that we’ll:

  • ask if you’ve had any symptoms of COVID-19;
  • request an emergency response by health professionals on your behalf, if there’s a chance you’ve got COVID-19;
  • wear masks and gloves and also sanitise our hands before entering and leaving your home for non-emergency visits;
  • wear full personal protective equipment (PPE) - such as masks, gloves, aprons, overshoes, full paper shoes - if in an emergency situation where we’ll need to make physical contact;
  • travel in separate vehicles if more than one of us is visiting you or coming to your aid, and we valet our vans weekly;
  • install Careline equipment wearing gloves and an apron and we’ll agree with you beforehand where we’ll need access to, to ensure we can keep our distance, and all equipment is cleaned before and after installation.

Please don’t hesitate to use your equipment when you need to. We’re here to help as normal.

A bit about Careline

We currently help around 7,000 customers to help live independently in their own home,whether they're an owner occupier or tenant. We offer a 24 hour, 365 day a year community alarm service.

We can provide help to people of all ages, people with disabilities or long term illnesses, those experiencing domestic violence or even if you just want extra reassurance. Anyone who lives in Bolton can be a Careline customer.

We can also help if you are discharged from hospital. In this situation we usually provide the Careline service free of charge for four weeks.

There are a few different services we provide such as:

  • Careline 24/7 Monitoring and Emergency Response
  • Careline (as above) and Telecare
  • I’m OK’ unit

Read more about these services below or give us a call and we can advise which would benefit you the most.

Careline 24/7 Monitoring and emergency response

Cost: £4.40 per week

We install a small unit that connects to your phone and you get a pendant which you wear. A microphone in the unit means that our staff can hear you and you can hear them even if you can’t get to the home unit.

If you are suffering from domestic abuse we can supply a special unit that does not make a sound in your home.

When you need help press the alarm button on your pendant or unit. This will put you in touch with our staff. Our staff will assess the situation and respond how they think best. The response could be sending a doctor, friend or relative or one of our mobile staff members if you live in the Bolton borough. They can also contact the emergency services.

Careline 24/7 (as above) and Telecare

Cost: £8.47 per week
Some customers might qualify for help to pay for this service.

If you have a social care assessment and are identified with specific health needs you may be able to have additional equipment fitted to help you remain independent at home.

Each piece of Telecare equipment has a sensor that is remotely connected to the base unit and works by sending a radio wave signal. If a sensor detects a potential accident such as a fall or a bed sensor it alerts our Careline Team.

Click here to visit the Bolton Council website for more information.

Should I choose Level A, B or C services?

There is a weekly charge for Careline but also different levels depending on the service you require:

Level A:

£5.35 per week.

If you haven’t pressed the button by an agreed time, our Careline Team will be alerted and will contact your relatives.

Level B:

£6.44 per week.

If you haven’t pressed the button by an agreed time, our Careline Team will be alerted and our Emergency Response Team will visit to ensure you are alright.

Level C:

£8.04 per week.

Includes the Careline 24/7 Monitoring and Emergency Response Service and someone will give you a daily morning call instead of you having to press the ‘I’m ok’ button.

Our new 'I'm OK' service

Our new monitoring service is the 'I’m OK' service and we can install this unit in your home.

You simply
press the green flashing button each day and we will know that you're well- if you don’t press it we will be alerted that something is wrong.

For more information on this or any Careline service please call 01204 335733.

Get in touch

If you want more information, please get in touch:

Call us on 01204 335733 (24hrs a day, 365 days a year)

Or send an email to

Write to:
Ground Floor
123 Prince St

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In your words

“Thanks Careline for calling an ambulance for my brother after falling, Careline had saved his life as he had difficulty breathing”

“Thank you for all your care and compassion looking after mum. We can’t thank you enough”

Family members of Careline customers.

In your words

"Thanks again for your kindness and concern regarding my dad, you yet again saved the day attending early morning yesterday. I know he can be stubborn and difficult but this man lead such an active life until ill health overtook. Today he sang your praises and described you as angels."

Family member of Careline customer.

Paying your Careline charge

You can pay your Careline charges on-line at

Careline advice

For advice on charges, grants and exemptions, just give us a call on 01204 335733 (24hrs a day, 365 days a year). We can also advise on which service(s) would be benefitial to your individual needs.