Getting Extra Support FAQ

Below is a list of our most frequently asked questions regarding getting extra support.

What is a telecare alarm?
How to apply for a telecare alarm
What happens if there is an emergency?
Do I have to pay for the service?
If I am having difficulty with everyday things such as bathing, is there help available?
What about more permanent changes? Who can help with those?
If I want to move, what sort of accommodation could I move to?
How do I apply to move?
What is Sheltered Housing?
What do I have to pay for in Sheltered Housing?
What is the Support24 home visiting service?
What other help is available for older and disabled people?

1. What is a telecare alarm?

A Telecare alarm is a 24-hour helpline for older people, people with disabilities, or anyone who may need help day or night. We operate the service through Worcestershire TeleCare, who are part of The Community Housing Group.

We will install a Telecare unit and personal alarm button which you can wear around your home and garden. If you have a problem, you can press your personal alarm button. If you have a problem, you just press the button on your intercom, phone or pendant. Your call will be answered quickly by friendly, trained staff who can get the help you need.

2. How to apply for a telecare alarm

Just phone the Worcestershire TeleCare Team on 0845 130 1469. We will aim to visit you within 5 working days. Depending on what you need, we will let you know when we can fit your Telecare alarm. To help us to help you, we will ask you for details of relatives and friends who could help you in an emergency. We will usually ask for details of your doctor too. We will keep your information strictly confidential.

3. What happens if there is an emergency?

Call the Telecare Response Centre straight away by pressing the button on your alarm unit or using your personal alarm button (or pulling your alarm cord where one is fitted). We will answer your call as soon as we receive it. We will contact whoever is most appropriate to help. This could be the emergency services, your agreed emergency contact or a support worker.

4. Do I have to pay for the Telecare service?

Yes, there are various options to pay available. For more information about the Telecare alarm and the current charges, call the Worcestershire TeleCare Team on 0845 130 1469.

5. If I am having difficulty with everyday things such as bathing, is there help available?

The Occupational Therapy Team, based at Kidderminster Health Centre, can provide equipment such as bath seats and raised toilet seats. You can call the team on 01562 820091.

We can supply 'grab rails', showers that fit over your bath, and adapted tap handles free of charge through our Equipment and Adaptations Team. For more details, please call 0800 169 5454.

6. What about more permanent changes? Who can help with those?

More permanent changes are called 'adaptations'. These are changes to your home to help you live life as fully and independently as possible. These can include items such as an extra stair rail, stair lift or lower kitchen units. If you need these types of changes, you need to be referred through an occupational therapist, who will assess how urgent your need is. You can call the Occupational Therapy Team on 01562 820091.

If your home needs a lot of changes, it may be more appropriate for you to move to more suitable accommodation. Contact us and we will arrange to visit you to discuss the options available. For more information, phone the Equipment and Adaptation Team on 0800 169 5454 or speak to your housing officer or support worker.

7. If I want to move, what sort of accommodation could I move to?

That would depend on what was suitable for your needs. We would assess you and place you into the appropriate band on the HomeChoice Plus scheme according to your needs. The following are the types of accommodation you may like to consider.

Ground-floor accommodation so you do not have to climb stairs
First-floor flats so everything is on one level inside your home
Accommodation adapted for wheelchair users (wider doors, higher sockets and so on)
Sheltered housing

8. How do I apply to move?

To apply for a move, you need to register with the HomeChoice Plus scheme. You can get an application form from your Area Office or by calling the HomeChoice Plus team on 0800 169 5454. If you need help filling in the form, we will be happy to help. Either bring the form to our housing office reception areas or contact us to arrange for someone to visit you at home.

9. What is Sheltered Housing?

Sheltered housing tries to make life easier and more secure, and offers help and support when you need it. A support worker is on call during the day to help you with day-to-day problems. In sheltered housing, you still have your own front door and you are in charge of cooking and cleaning and everything else inside your home. Each home has an alarm or intercom system which allows you to contact either the Response Centre or your support worker.

Many sheltered-housing schemes have shared facilities such as a community room, laundry and hairdresser. There are often gardens for you to enjoy – we maintain them but you can also plant things if you want to.

Support workers will make sure that the building is maintained to a high standard. If a lift needs repairing, it will be dealt with by our 24-hour call-out service. If there is a fault with the door entry system, we will normally deal with it as an emergency.

Support workers work a 40-hour week. They understand the needs of older people and people with disabilities, and will respect your privacy and independence. They will respond if you need help or if there is an emergency. Out of normal office hours, your call will be answered by trained staff at our Response Centre, where the helpline is covered 24 hours a day. The support worker also arranges social activities, giving you the opportunity to meet other people.

10. What do I have to pay for in Sheltered Housing?

The rent you pay for sheltered accommodation includes charges for the support worker's service and other services such as window-cleaning. We will keep these charges as low as possible. Housing Benefit is available if you cannot afford the rent – your support worker will be happy to help you fill in a form to claim the benefits. In some schemes, we supply the heating and make a charge for it, while other schemes have heating supplied by the energy companies, who then send you bills. Housing Benefit does not cover fuel bills. For details of what charges your rent includes, contact your housing officer.

11. What is the Support24 home visiting service?

Support24 is a visiting service for people who want to live and remain independent in their own home for as long as possible, and is available to older people, regardless of where they live.

The support worker can offer a wide range of services including

Help you to organise your household bills
checking that you are receiving all of the financial benefits you are entitled to
letting you know about the different services from other agencies or groups in your area
keeping you informed of events and activities you may want to take part in
Helping you to stay well, active and healthy
Helping you to plan local trips or journeys to help you stay mobile and independent
or just spending time listening to any worries or problems you want to talk about.

The support workers can not offer any personal care (such as bathing, dressing or laundry), do housework or handle money (such as shopping or paying bills) If you need this type of care, they can tell you about the different ways you can access it.

A unique, flexible service plan will be agreed with you, based on your needs and the level of support you would like. Support visits can be increased or reduced if your health and circumstances change.

The cost of Support24 will vary according to your personal circumstances but if you receive Housing Benefit, there will be no charge.

For more information about this service, contact the Support24 team on 0800 169 5454.

12. What other help is available for older and disabled people?

Repairs – our Repairs Hotline will deal sympathetically with any repair requests from customers who are elderly or disabled.

Decoration after repairs – we may be able to help with decoration if work is needed after repairs.