TSA partners with Virgin Media O2 to support telecare users

Technology Enabled Care Services Association (TSA) has partnered with Virgin Media O2 to improve support given to telecare customers going through the digital voice switchover.

Virgin Media O2 is the first telecoms company to form a partnership with the industry body, which represents UK telecare organisations, including care providers, device manufacturers, ambulance services, housing associations and local authorities.

Their agreement has seen the two organisations work on a trial with Stockport-based telecare company Carecall to provide support to users as their services are migrated.

Telecare users, many who are older or have a disability, need additional support with the landline migration to make sure their equipment continues working on the new technology.

The Stockport trial aims to develop, test and refine ways for the telecoms industry to work with local authorities and alarm providers to identify and migrate customers, creating a blueprint for wider roll-out.

The trial, which began in late July, has seen around 80% of telecare customers switched to digital voice on a voluntary basis. All customers’ services are being monitored post-migration to ensure a smooth transition to the new technology. More trials in different parts of the country are planned.

Carecall is a part of Stockport Homes Group (SHG), which provides housing services on behalf of Stockport Council. SHG signed a data-sharing agreement with Virgin Media O2 meaning telecare users could be identified.

Virgin Media O2 has written to every local authority it operates in, encouraging them to establish data-sharing agreements where they have not done so already. To date, more than four in five of the local authorities written to have not yet formed a data agreement with the organisation.

TSA is joining Virgin Media O2’s to call on the government to create a ‘telecare charter’ that sets out a range of commitments and encourages parties to work with the telecoms industry. It is also urging government to work more closely with operators and help raise awareness of the switchover.

‘Cross industry collaboration is essential to make the digital migration a success so it’s deeply concerning that some local authorities and telecare providers are still not engaging with us despite our repeated efforts,’ said Rob Orr, chief operating officer at Virgin Media O2. ‘We encourage all parties to step up and work with the industry on this switchover, and for government to create a “telecare charter” to make sure everyone is playing their role and is clear on their responsibilities.’

Alyson Scurfield, TSA chief executive officer, added: ‘Over two million people in the UK rely on telecare services to live independent lives and our sector is very concerned about the impact of power failures on digital landlines. Our prime goal is to support older and disabled people as their landlines change from analogue to digital and that’s why we’re working closely with Virgin Media O2 and Carecall.’