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Information for Careline customers- we’re upgrading our technology
On 31 December 2025, the old technology that powers landline telephones in the UK will be switched off.
Landline operators will switch every home phone in the UK to an internet-based connection instead of a traditional copper-wire landline. It’ll be much faster and more efficient.
This change will affect homes and businesses throughout the UK, including our Careline call handling system and equipment- but there’s no need for concern.
We’re working hard to manage this change. The first step is the installation of a new digital call handling platform in Careline at this time. It’ll enable us to make and receive calls beyond the switchover deadline.
A company called Enovation is providing this platform. They’ve many years of experience providing these services both nationally and internationally.
While Enovation is a new provider for Careline, you’ll see no change in the service you receive. And you’ll continue to press or activate your alarm equipment in the same way to connect to our Careline operators.
For now, you don’t need to do anything as the information you’ve already provided to Careline just transfers to the new system.
Please be assured that in line with the requirements of the UK General Data Protection Regulations (UK GDPR) we have in place the appropriate technical and organisational measures to ensure your personal data is transferred to the new provider securely and in a way that protects the confidentiality, integrity, and availability of your personal data.
There’ll be no changes to the way in which we process your personal data. Our privacy notice explains how we manage your personal data and is available at www.boltonathome.org.uk/data-protection
If you’ve any questions relating to your personal data, and our handling of it, please contact our Information Governance Team at IG@boltonathome.org.uk
If any of your details have changed recently, please let us know so we can be sure we’ve all the relevant information to be able to respond to your calls.
Our next steps after this stage will be to start replacing alarm equipment that we know won’t work on a digital network after 31 December 2025, and then to start installing the next generation of Telecare alarms that have digital compatibility.
This may take some time and some of you might not need your equipment changing, so please don’t worry if you don’t hear from us.
If you need a new alarm unit, we’ll be in touch to arrange this with you.
We want to reassure you that we’ll continue to provide a reliable service during and beyond the switchover, and we’ll continue to offer the best telecare products on the market. Our priority, as always, is to keep you safe and independent in your home.
We’ll continue to provide information and updates on the digital switchover. If you have any questions or queries about it, please don’t hesitate to get in touch with us on 01204 328000.
Interested in Careline?
You can read more about our community alarm service, and your options, here: www.boltonathome.org.uk/careline