Questions at Any Time to Cabinet Portfolio Holders

At its Questions at Any Time session on 31 October 2025, Powys County Council put questions to Cabinet portfolio holders. County Councillor Gareth Ratcliffe asked about the Careline lifeline alarm service and the move to digital. No decision was recorded.

1. Careline lifeline alarm service and the digital switchover

   Decided

   The minutes record no decision on this item.

   Why

   The Careline team in Customer Services runs the service, and each department leads its own switchover work because funding streams differ. The Cabinet Member said existing lifelines can work on digital services if connected correctly, but analogue devices should be replaced over time. Lifelines connected to broadband routers fail in power cuts unless the router has battery back-up, while newer digital lifelines have battery back-up and a SIM card.

   Based on the minutes

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1. 1

   Question from: County Councillor Gareth Ratcliffe Subject: Pryderon Llinell Ofal / Careline Concerns

   Minute

   Response by the Cabinet Member: Thank you for your questions and our responses are provided below. Careline Service in Powys – Digital Switchover Update The Careline Service in Powys is administered by the Careline team within Customer Services and supports: · Adult Social Care and telecare clients · Housing clients · Customer Services and private clients Because funding streams differ, each department is leading its own activities to support the digital switchover for their clients. Adult Services As of the end of October 2025, there are 804 clients using a Tunstall lifeline provided through the Powys Integrated Community Equipment Service. These lifelines are issued following an assessment by an approved prescriber. All newly purchased digital lifelines include battery back-up and a SIM card, allowing emergency calls via the mobile network during power outages. Currently, 40% of these lifelines are digital, and the goal is to reach 50% by the end of this financial year. Private Clients There are 794 private clients with similar alarms, and just over 22% have already switched to digital. Plans are in place to resource and schedule the full switchover in line with national Digital Switchover timelines. Housing Clients An additional 669 housing clients use lifelines, with similar progress toward digital adoption, as private clients. Compatibility and Transition The current supplier has confirmed that existing lifelines can operate on digital services if connected correctly. However, analogue devices should be phased out and replaced with digital units over time. Work is ongoing with telecom providers to share information about vulnerable telecare users, ensuring appropriate measures are taken before the switchover. Power Outage Considerations Lifelines connected to broadband routers will not function during power cuts unless the router has battery back-up. Some telecom providers offer these free of charge for telecare users, while others may charge or recommend keeping a mobile phone as an emergency back-up. Support and Testing Customer Services assist clients who experience issues during the switchover or with mobile connectivity. All lifeline users are encouraged to make regular test calls to the monitoring centre. Adult Services clients can contact Powys Integrated Community Equipment Service (Millbrook Healthcare) at 0345 123 6350. Housing and private clients can reach the Careline team at 01597 827639 or email careline.admin@powys.gov.uk .

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