In November 2025, we wrote to customers to share the news that we will be closing our Care Link service. I know this has been upsetting for some people and I want to reassure you that we are here to support every customer who needs help finding an alternative telecare provider.
I also wanted to take a moment to explain the reasons behind the decision in a clear and open way. There has been some discussion and uncertainty in the press and on social media, and it’s important to me that you have a full understanding of how we reached this very difficult conclusion.
Care Link began at a time when telecare was still a new and pioneering idea. Our original systems were hard‑wired into homes, giving customers a simple and reliable way to reach us when they needed support. We installed these widely across our homes, with customers paying for that service and with additional grant funding to support vulnerable customers on behalf of the council.
At the time, very few others offered anything similar locally, and Care Link played an important role in helping people feel safe and connected.
As technology moved on, we adapted the service where we could, introducing remote systems for private customers. But in recent years, the landscape has changed significantly.
- The national digital switchover will make our older hard‑wired systems incompatible. Replacing this infrastructure for those who want to keep using the service is a substantial investment.
- At the same time, some customers are choosing not to replace their equipment, which reduces the income needed to keep the service running sustainably.
- The funding that previously supported council customers has come to an end.
- And across the telecare sector, larger specialist providers have grown rapidly. They are able to use new digital technology at scale, which means they can deliver high‑quality services far more cost‑effectively than a small, local service like ours can reasonably match.
Together, these changes mean that continuing Care Link would call for us to increase prices to a level we don’t believe would be fair or affordable for customers. I know how valued the service is and this decision has not been taken lightly.
Our priority now is to make sure every customer feels supported through the transition. We are helping all customers who wish to move to a new provider, and for those living in independent living schemes, we are in the process of appointing a partner to deliver telecare services on our behalf.
We understand that the council is also in contact with its customers and is offering support directly.
If you need any help or guidance in choosing another provider, please don’t hesitate to contact us. We are here to support you every step of the way.
Thank you.
Martyn