Just contacted the Carelink helpline to ask about a fall my Mum had which did not trigger the alarm. I spoke to Tom who was very helpful in explaining the 6-second rule and gave me some good advice on... See more
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See what reviewers are saying
My equipment arrived promptly Prompt & friendly response when testing Reassurance when my pendant picked up a random phone call unconnected to me.This occurred twice over a w/end,so your respond... See more
Company replied
Kelly the young lady who dealt with me was exceptional. I wanted to upgrade to the new digital system & told her that I had done some research & found a much cheaper product & would go with the other... See more
Company replied
Dillan was very polite and professional talked me through everything amazing service have been with carelink for a long time now recommend 100%
Company details
Written by the company
For many elderly or vulnerable people, remaining in their own homes is essential to their quality of life. Carelink24 exists to ensure that no one is forced to live day-to-day with the fear that something might happen that threatens their well-being. We are a national provider of a high-quality Carelink alarm service with a 24-hour response team on hand to help you, or your loved ones, any time they need it. At Carelink 24 we believe that peace of mind should be available to everyone, no matter what their situation. A Carelink alarm is the ideal link between a vulnerable person and that can help.
Contact info
United Kingdom
- 0800 0076 247
- hello@carelink24.org
- www.carelink24.org
4.4
Excellent
594 reviews
Replied to 100% of negative reviews
Typically replies within 2 weeks
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Helpful advice about the equipment
Just contacted the Carelink helpline to ask about a fall my Mum had which did not trigger the alarm. I spoke to Tom who was very helpful in explaining the 6-second rule and gave me some good advice on testing the watch and getting back in touch if we need a replacement. As customer helpline experiences go, this was very positive. Thank you.
6 March 2026
Unprompted review
Dillan was very polite and professional…
Dillan was very polite and professional talked me through everything amazing service have been with carelink for a long time now recommend 100%
23 February 2026
Unprompted review
Having gone digital has been a very…
Having gone digital has been a very expensive experience for me but as I am on my own a necessity!Have a tendency to switch on the alarm by mistake.The alarm button is bigger than it was originally!
6 November 2024
Reply from Carelink24
Dear Peta,
Thank you for taking the time to share your feedback.
We understand that moving to a digital system can feel like a big change, but we’re glad to hear you recognise the reassurance it provides.
If you ever need any assistance or have questions about using your alarm, please don’t hesitate to get in touch.
Kind regards,
Alex
Customer service terrible
Customer service terrible. Pendant doesn’t work, called 6 times to be told someone will contact me. Heard nothing. E mailed as well. No acknowledgment of any calls or e mails. Been over 5 weeks with no working pendant.
Vunerable elderly parent living on her own. They are happy to take your money with zero contact. Avoid this company at all costs if you have a vunerable parent living on their own, and the family need peace of mind.
6 October 2025
Unprompted review
Reply from Carelink24
Dear Karen,
Thank you for your review. We’re sorry to hear about your concerns, but unfortunately, there was not enough information provided for us to investigate this matter fully, and we did not receive a response to our request for further details.
If you would like us to look into this further, please give us a call so that we can review your account and resolve any outstanding issues as quickly as possible.
Kind regards,
Alex
Reply from Carelink24
Dear Yvette,
Thank you for your kind feedback.
We are glad to hear that you continue to have a positive experience with our service.
If you require any assistance at all, please do not hesitate to get in touch.
Kind regards,
Alex
Do not touch this company with a barge pole
I received a call to my mobile phone to say my mum had had a fall. I got there within 5 minutes but when I went to use the key safe it wouldn't let me in. Phoned them back on the same mobile to check the key safe number. I am her next of kin, the only emergency contact number they have for her and could identify myself plus give her name, address and postcode. But in the panic of knowing that my 86 year old mum is on the floor and can't get up I couldn't think what her birthdate was so they wouldn't give me the code. I asked them to speak to her and reassure hwr i was there but now needed to drive across town to get my keys and get back. When I finally got in to her she had hit her head on the way down and was being sick. Fortunately she had been able to sit herself up, had she not she would have likely been dead. The icing on the cake...how had they reassured her that help was on the way....through the control box??? No they had phoned her......
I made an official complaint once mum was out of hospital and was told by the lovely man I spoke to (He is the only reason I have given 1 star) that someone would be in touch with me. That was a week ago and i have heard nothing. Rest assured I am investigating other options for my mums emergency lifeline.
Your response to this review just makes it worse Alex!!! Your customer service lady phoned me yesterday from Norwich- we had a conversation about my city centre being dug up and the lady I spoke to said Norwich was the same. I didnt catch her name but she said she had just come back from holiday if you want to check that i am genuine. She was actually really lovely and totally got all my points but said you were tied by your policies which are only to protect your customers. She is going to get back in touch with me about who your governing body is because those policies could have cost my mum her life. A bit of common sense was all that was needed and I am not going to let it drop. I will now be adding this to my correspondence with them.
To round off this whole saga from my point of view, as Alex seems to have gone very quiet. The original person I had the phone conversation with was called Kathy. I found this out because she did her job very throughly and rang me back (on a bank holiday Monday!) with the details about the governing body. So the moral of this tale is...if you do choose to use Carelink 24 (who are based in Norwich) and you do have any issues ask to speak to Kathy.
29 July 2025
Unprompted review
Reply from Carelink24
Dear Sharon,
Thank you for taking the time to share your concerns.
We have looked into this matter thoroughly and are unable to locate an account under your name, telephone number, or any other details you have provided. This strongly suggests you are not a customer of ours but possibly of another company with a very similar name, as there are several carelink providers in the UK.
To clarify, we are Carelink24, based in Norwich, Norfolk. If you do believe you are a customer of ours, please contact us directly on
0800 007 6247 so we can investigate further. Otherwise, we kindly ask if you could remove this review and attribute it to the correct provider.
Kind regards,
Alex
Reply from Carelink24
Dear Patricia,
Thank you for taking the time to leave a review. We're pleased to hear you found our service patient and professional — providing clear, calm assistance is something we always aim for.
If you have any further questions or concerns, please feel free to get in touch.
Kind regards,
Alex
Installation and commissioning. There was an initial incompatibility…
There was an initial incompatibility between the equipment sent and our phone system. Staff handled this in a competent and supportive way and everything now works well.
20 May 2025
Reply from Carelink24
Hello,
Thank you for taking the time to leave a review.
We’re glad to hear that although there was an initial issue, our team were able to support you competently and get everything resolved. Your feedback is appreciated and will be shared with the relevant departments.
If you have any further questions or concerns, please feel free to get in touch.
Kind regards,
Alex
fast delivery and goods as specified
fast delivery and goods as specified. very pleased with the service
30 May 2025
Reply from Carelink24
Dear Michael,
Thank you for your kind words and for taking the time to leave a review.
We’re delighted to hear that your delivery was prompt and that the goods met your expectations. It’s great to know you’re pleased with the service.
If you have any further questions or require any assistance at all, please feel free to get in touch.
Kind regards,
Alex
Reply from Carelink24
Dear Brian,
Thank you for taking the time to leave your feedback.
We're pleased to hear that you were happy with the speed of our service and the value provided. It's great to know we met your expectations.
If you have any further questions or need any assistance, please feel free to get in touch.
Kind regards,
Ale
Reply from Carelink24
Dear Kevin,
Thank you for taking the time to leave your feedback.
We're glad to hear you were pleased with the quick delivery and found the price to be great value.
If you have any further questions or need any assistance, please feel free to get in touch.
Kind regards,
Alex
Kelly..an absolute credit to Carelink
Kelly the young lady who dealt with me was exceptional. I wanted to upgrade to the new digital system & told her that I had done some research & found a much cheaper product & would go with the other provider. She went above & beyond, talking to her manager & managed to get the required system including the fall detection at the same price as their competitor. I have never had any problems in the past with Carelink so she gave me any offer I could not refuse! She is a total credit to Carelink and was kind & extremely pleasant to deal with treating me with a respect that is almost rare these days.
21 May 2025
Reply from Carelink24
Dear Belinda,
Thank you for taking the time to leave such kind feedback.
We are so pleased to hear that Kellie was able to assist you so thoroughly and ensure you received a solution that suited your needs. It’s wonderful to know that her professionalism and dedication made such a positive impression. We will be sure to pass on your lovely comments to her and the team.
If you have any further questions or require assistance at any point, please do not hesitate to get in touch.
Kind regards,
Alex
incorrect number…
The number on the enclosed instruction sheet did not open the lock, and this has not been rectified
15 May 2025
Reply from Carelink24
Dear Philip,
Thank you for taking the time to leave a review.
I am sorry to hear you are still having some issues with your key safe. I have arranged for a member of our Customer Services Team to contact you as soon as possible, so that they can try and get this issue resolved.
If you have any further queries in the meantime, please do not hesitate to get in touch.
Kind regards,
Alex
Reply from Carelink24
Dear Neil,
Thank you for your kind words and positive feedback. We’re pleased to hear you’re happy with the key safe, the price, and the fast delivery.
If you require any assistance at all, please feel free to reach out.
Kind regards,
Alex
Excellent communication regarding uplift of system
Excellent communication regarding the upgrade for my mothers carelink system - now on wifi as opposed to analogue . I find the service hugely reassuring and having spoken to a range of advisors during the monthly test calls have always found them to be consumate professionals
14 May 2025
Reply from Carelink24
Dear Susan,
Thank you for taking the time to leave a review. We’re glad to hear that the upgrade process went smoothly and that our team has provided reassuring and professional support during your monthly test calls.
If you require any assistance at all, please feel free to reach out.
Kind regards,
Alex
Very easy to set up with very helpful…
Very easy to set up with very helpful staff. Although I am a bit fed up with the false alarms with my wrist button, staff are very quick to answer.
19 May 2025
Reply from Carelink24
Hello,
Thank you for your feedback.
I'm glad to hear the setup was straightforward and that you've found our staff helpful and responsive. I appreciate you highlighting the issue with false alarms from the wrist button. I understand how that can become frustrating. If the alerts continue to occur frequently, please don't hesitate to get in touch with our Technical Support Team, who may be able to offer an adjustment or alternative.
If you need any further assistance, please feel free to get back in touch.
Kind regards,
Alex
A top notch company
My experience with this company was top notch, I really can’t rate them highly enough. Everything was dealt with in a caring, respectful manner. I my opinion you can’t do better and I am more than happy to recommend.
30 April 2025
Reply from Carelink24
Dear Margaret,
Thank you so much for your kind words. I'm really pleased to hear that your experience has been so positive and that everything was handled with care and respect. Your recommendation means a great deal to us.
If you require any further assistance, please don’t hesitate to get in touch.
Kind regards,
Alex
Didn’t encounter any issues whilst…
Didn’t encounter any issues whilst renewing my subscription
Helpful and polite staff
25 April 2025
Reply from Carelink24
Dear Barbara,
Thank you for your feedback.
We’re really glad to hear that your renewal process went smoothly and that our team were helpful and polite, that’s exactly the service we aim to provide.
If you need any further assistance in the future, please don’t hesitate to reach out.
Kind regards,
Alex
Her help in connecting
9 May 2025
Reply from Carelink24
Dear Rosslyn,
Thank you for taking the time to leave a review.
We are always here to help, so if you ever need any further assistance, please do not hesitate to get back in touch.
Kind regards,
Alex
Quick to respond and unfailingly polite.
29 April 2025
Reply from Carelink24
Dear Daphne,
Thank you for your kind feedback. We're pleased to hear that our team has been responsive and consistently polite throughout your experience.
If there's anything else you need, please don’t hesitate to reach out.
Kind regards,
Alex
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