Karen Barr, Head of Housing, says: “We’ve always been given accurate and up-to-date reports and advice. Hanover has often gone above and beyond expectations in seeking answers to our queries and questions. Hanover is extremely flexible in terms of new ideas and options, has participated at our staff conferences, and constantly keeps us up to date with innovation and advancing telecare.
“Our residents were asked about the value they place on Hanover as an emergency and out of hours service and we received nothing but praise and satisfaction.
“Our relationship with Hanover is valuable, cost effective and plays an integral part to our business.”
You can find out more about Abbeyfield by visiting www.abbeyfield-scotland.com.
Hanover has provided telecare services to Shetland Islands Council since 2012, with more than 550 connections covering the islands.
Shetland, with its many inhabited islands and isolated location, presents specific challenges as to how local Authorities and health services work alongside the community to assist residents who may have additional needs and help them remain safe, independent and less isolated in their own homes.
“Our relationship with Hanover in providing reliable, friendly and accessible responder liaison to our Community Alarm Service is vital in achieving this”, explains Clint Sentence, Telecare Project Manager for Shetland Islands Council.
“In conjunction with Shetland Islands Council, Hanover has driven forward a service that has been adapted to our needs and those of our residents. It is this adaptability and uniqueness to change that continues to provide security and satisfaction to all.”
Senior Social Care Worker, Angela Jackson, adds “I’ve experienced multiple occasions – past and present – when Hanover Telecare’s service has played a vital role in supporting people in their own home.”
“We currently have one lady who has memory difficulties. Following a hospital admission, there was great anxiety from the lady and her family for her safety when she returned home. They felt because she was up many times in the night, she was at high risk of falls, and wouldn’t remember to press her pendant. A bed sensor was put in place and this has worked well.
“Another gentleman’s mobility and cognitive impairment has developed over time. As this progressed, we had input from the Occupational Therapy team. Different pieces of Hanover equipment have been used including heat sensors and a smoke alarm, following concerns he was cooking unsafely and at risk from fire. A door sensor is also required, to alert responders if he leaves his home, through the night.
“The huge value of the pendent has also be evident with this gentleman over recent months with his regular falls. Most recently, he alerted a neighbour he had fallen in the garden and they were able to raise the alarm and get help. The idea of an old person lying outside in the winter months, with no close neighbours to hear calls for help, is a very scary thought. If his pendant hadn’t been pressed, the outcome could have been very different.”
You can find out more about Shetland Islands Council at www.shetland.gov.uk
Castle Rock Edinvar Housing Association
Castle Rock Edinvar has been a Hanover Telecare customer since 2005. They manage a number of sheltered housing and amenity housing developments across Scotland and Hanover Telecare monitors alarms raised by pull cords, pendants, door entry systems, intruder alarms, warden attack alarms and fire and smoke detectors.
Brooke McGee, Project Officer at Castle Rock Edinvar says “Hanover Telecare gives our customers peace of mind that help is at hand should they ever need it, and ensures they are supported around the clock – even when our staff are offsite. Hanover has always provided a first class service – they are quick to react, professional and caring.”
Hanover Telecare provides Castle Rock Edinvar staff with daily reports detailing every incident, and the action taken in response to the call. These reports have been invaluable to Castle Rock Edinvar in their ability to effectively manage resources and identify tenants’ ever-changing needs.
Brooke adds: “One of our tenants had experienced a few falls when getting in and out of the bathtub, and, thanks to Hanover Telecare’s reports, we identified this and fitted some adaptations so that she could continue living in her flat safely. We’re committed to providing excellent customer service to our tenants and maintaining their independence. Hanover help us to achieve these objectives.”
Tollcross Housing Association uses Hanover Commercial Repairs Reporting to provide a seamless service to their customers in over 2,200 houses and flats across the Tollcross, Carmyle, Lilybank and Newbank areas of Glasgow.
Fielding Tollcross’ calls over evenings, weekends and public holidays, our call operators are deal with all manner of emergency calls – from boiler breakdowns to leaky roofs – assessing and reacting to each incident, with all calls logged and recorded in real time.
We coordinate Tollcross’ nominated contractors to attend to emergency calls as required, with operators liaising with the customer and the contractor to ensure a satisfactory outcome for all parties.
Our morning email reports detail all the calls during the previous 24 hours, giving Tollcross Housing Association full transparency and vital information that keeps them on track to meet both their customers’ expectations and their organisational KPIs.
Hanover and Tollcross are both Registered Social Landlords, meaning we possess shared social aims and objectives. We’ve established an effective, positive and open working relationship dedicated to providing an excellent service.
You can find out more about Tollcross Housing Association by visiting
Out of hours carers co-ordinating
Hanover provides an out of hours service which supports MECOPP’s care provision by coordinating cover when a carer is unable to attend an appointment with a customer, for example due to illness. We handle calls from MECOPP’s care staff outside of office hours, ensuring appropriate action is taken when last-minute cover is needed.
The service negates the need for MECOPP’s management team to be the first port of call during evenings, weekends and holidays, and ensures that MECOPP’s staff have a continuous and effective communication stream in place to support them around the clock. Most importantly, it ensures minimal disruption and a seamless service for MECOPP’s customers.
To support MECOPP’s operations and staff management, we provide daily email reports detailing incidents resulting in out of hours calls during the previous 24 hours. The reports include details of the event and action taken, details of any carers or staff members contacted and the time of contact, and any incidences of failed attendance of nominated carers or staff members.
Suzanne Munday of MECOPP says “The out of hours service provided by Hanover is a fundamental component of the quality service we are continuously striving to deliver. Ir provides reassurance to both staff and service users that there is always a point of contact should something unexpected happen. We are delighted to be working in partnership with them.”
You can find out more about MECOPP by visiting www.mecopp.org.uk.