Awards and Accreditations

Telecare Services Association Code of Practice

CarelineUK is fully compliant with the Telecare Services Association (TSA) Code of Practice.

The TSA is a regulatory body that encourages the provision of good quality customer service by officially recognising those service providers who meet its demanding criteria. The TSA was formed in 1995 and now has more than 320 members who are telecare service providers, those who commission telecare services such as local government and housing associations, manufacturers, academics and providers like CarelineUK.

ISO9001

CarelineUK also hold ISO9001 accreditation which was first won in 1998 and we have successfully maintained that position over the following 12 years.

The British Standards Institute carries out our annual external audits, which are published on its website. We are pleased to report that our last audit in 2010 demonstrated that CarelineUK continued to meet all standards.

The BSI has vetted our social alarms standards, which meet British Standard BS5979 for false alarms (fire and ambulance). We also work closely with the UK’s fire services nationally to understand future policies and their impact.

In addition to TSA and 9001 compliance we also have Investors in People status and the environmental standard ISO14001.

Customer Satisfaction

We also test the quality of our service through commissioning independent customer satisfaction surveys throughout the year.

Results of this research show:

• 98% of customers stated that their experience of CarelineUK has either lived up to, or exceeded expectations
• 3 out of 4 customers would definitely recommend the CarelineUK service.

(Research Factor Solutions, CarelineUK customer satisfaction research, April 2011.)