Welcome to birmingham.gov.uk

Welcome to birmingham.gov.uk


Careline logo

Careline is a 24 hour emergency contact service run by the council.

In an emergency Careline users know that help is only a telephone call away.

We want you to keep your independence for as long as possible, that's why our caring and professional service offers help and reassurance 24 hours a day, on every day of the year.

Careline is managed by the Support Services for Older People Team. The service is available to older people and anyone who feels vulnerable, has a disability or a medical need, and who has a working telephone line in their home.

How does it work?

The Careline system is a base unit which is attached to your telephone line, and a pendant unit which can be worn around the neck, on a wrist strap, or attached to clothing.

Pressing the pendant unit or a button on the base unit immediately connects you to an operator at the Careline Contact Centre. You will be able to speak to the Careline operator, and you do not have to be near your telephone to do so. The Careline operator will contact the emergency services, and/or one of your 'responders' (people you have told us can help you in an emergency).

A TSA accredited service

We are proud to be accredited by the Telecare Services Asssociation (TSA) for the standard of the service we deliver. Please read the Annual Report, attached at the bottom of this page, for more information.

Essential Information
  • To apply for a Careline alarm, please download and complete the application form attached below and return it to the address given. We will then get in touch with you within three working days to guide you through the process.

  • The charge for Careline is £1.84 per week. This includes all installation and maintenance costs. If you live in a sheltered property, there is a charge of £2.20 included in your weekly rent to cover the monitoring of the alarm, the testing of it and the maintenance of the alarm system. Please note all charges and costs are subject to change.

    If you are a council tenant your Careline payment will be taken at the same time as your rent.

    If your home is not owned by Birmingham City Council we will send you a bill for your Careline Service every three months.

  • Please let us know as soon as you wish to end your Careline service.
    If you do not inform Careline that you wish to end the contract, you will still be charged for the service.

    You can tell us that you want to end your contract by calling us on 0121 303 3826, or emailing us at careline@birmingham.gov.uk.

  • Careline
    PO Box 15839
    B2 2RP

    Tel: 0121 303 3826


Frequently Asked Questions
    • If you are worried that your equipment isn't working you can make a test call, you just need to press your pendant and tell the operator that you are making a test call. We ask you to make a test call every month so that we can make sure your equipment is working. If there are any faults, they will be picked up at the control centre and we will arrange for them to be fixed. If for any reason your test call doesn’t work, you can contact the Careline team on 0121 303 4205.

    • Responders are people who have told us we can contact in an emergency. They are often next of kin or other relatives, and they must be able to get into your home.

    • Don’t worry – just tell the operator that you activated the alarm by mistake and that you are okay.

    • Yes. You can apply if you live in a privately owned property, council owned property, Registered Social Landlord (Housing Association) property or private landlord property.

    • The Careline service is usually paid for by Standing Order or with your council rent.

      You can also pay at the Post Office or by cheque.

      We will send you a bill every three months.