Frequently Asked Questions

Delta Wellbeing is a trusted provider of technology-enabled care (TEC) services, helping people live independently and safely at home. We are a Local Authority Trading Company, owned by Carmarthenshire County Council, with over 30 years’ experience supporting individuals, families, and carers. We offer a range of equipment and support options designed to give peace of mind to both users and their families.

We provide a flexible range of support plans, including personal alarms and lifelines, fall detectors, GPS trackers, as well as various other devices and home sensors, together with wellbeing calls and 24/7 emergency response. Services are tailored to your needs, whether you want basic reassurance or comprehensive support. Our aim is to make sure help is always at hand whenever it’s needed.

We support anyone who may need reassurance or support at home:

• Older adults and vulnerable people living alone
• People with long-term health conditions or disabilities
• Family members seeking reassurance for relatives
• Unpaid carers, neighbours, and friends
• Anyone wanting to stay independent but safe 

Delta Direct is an easy way to order telecare equipment straight from us. You can choose the service that suits you and each plan can be tailored with extra devices, wellbeing calls or local response options (available in selected regions).

Customers rent the equipment as part of their ongoing service. This equipment remains the property of Delta Wellbeing and must be returned if the service ends. However, additional devices can be purchased outright to add to your plan, such as key safes, smoke alarms or medication dispensers and these will be owned by you.

Yes, you can upgrade your plan to add our Support and/or Respond services  as well as other devices and equipment (e.g., fall detectors, GPS watches, smoke alarms, medication dispensers) at any time.

Yes, if the person using the service is chronically sick or disabled (as defined for VAT purposes) and the equipment is for their personal use, they can usually claim zero-rated VAT under HMRC Notice 701/7. To qualify, the service user simply needs to complete a Disabled Person’s VAT-Relief Declaration, which we provide by email or during installation. VAT relief applies only to lifeline equipment and monitoring services such as Delta Alert and Delta Active. 
Most of our lifeline customers benefit from this and pay zero VAT. Other services, including Delta Support and Delta Respond, are not eligible and will be charged at the standard VAT rate. We’ll guide you through the process to make it as easy as possible. More information.

Our monitoring and telecare services are fully accredited under the TEC Quality Standards Framework (QSF) to ensure you receive a safe and reliable service. Our response service is regulated by Care Inspectorate Wales (CIW) to provide safe, high-quality support.

We take data protection seriously. All personal information is handled in line with GDPR and securely stored. We are also Cyber Essentials certified, demonstrating our robust systems, processes and infrastructure to protect data and ensure the highest standards of information security across all our services. Please read our Privacy Notice. 

You can choose self-installation or our professional installation service which is currently available in Carmarthenshire, Powys and some parts of Pembrokeshire, Ceredigion, Swansea and Neath Port Talbot. For self-installation, you’ll receive clear instructions. For professional installation, one of our TEC team will visit your home, set up the equipment and show you how to use it, as well as review your home environment and provide personalised recommendations based on advice from a Trusted Assessor – a qualified professional who specialises in identifying practical solutions to make your home safer and more accessible.

• A telephone landline, internet router or mobile signal (SIM-only units available)
• A power socket
• At least one emergency contact

Our equipment works with analogue or digital telephone systems. If you have no telephone landline or internet connection, we have a SIM-only lifeline option that we will test and connect to the strongest mobile provider possible. A power source is also required.

Self-installation usually takes less than 15 minutes. Professional installation appointments last around 30–45 minutes, as our TEC team will carry out a personalised assessment, demonstration and testing.

If you choose professional installation our TEC team will set up the equipment and show you how to use it. For self-installation, you’ll receive a user guide and can call our support team for help.

After installation, you’ll receive a pendant (worn on the neck or wrist). If you need help, press the button. You’ll be connected straight to our 24/7 monitoring team who will talk to you through the unit, assess the situation and arrange help if needed by getting in touch with your emergency contacts, sending our response team (if part of your plan) or calling emergency services. The lifeline unit is programmed with your details, so our team knows who is calling and what support you may need. Always keep your unit plugged in and pendant worn during waking hours.

Yes, most alarms work in the garden, but the range will be checked during installation. If you are outside and cannot be heard, your contacts or our responders/emergency services will be sent to check on you.

Yes, pendants are shower-resistant and can be worn in the bath or shower, as long as they are not fully submerged in water. Extra pendant strings or wrist straps are available on request.

Just let the adviser know, it’s a good opportunity to test the system.

Call us on 0300 333 2222 for maintenance support. We will arrange a repair or replacement if needed.

We recommend pressing your pendant once a month to make sure everything’s working properly. Simply tell the adviser you are making a test call. 

If you are out of range or in a part of the house where you can’t be heard, our advisers will try to phone you. If you do not answer, they will contact your emergency contacts or send help as appropriate.

The base unit has a built-in battery back-up for up to 72 hours. If your device is connected to a router, please check with your broadband provider about battery backup options. Our team will still receive alerts if your power goes out.

Yes, you can connect multiple pendants to one lifeline unit.

Please inform us of any changes to your or your emergency contact(s) details, such as phone numbers, addresses, or if someone is going on holiday. Please inform us if you are away from home for an extended period.

It is delivered ready to use. Simply charge it, switch it on and follow the quick-start guide included in your package. If you need help, our support team can guide you over the phone, or you can request a professional installation service from our dedicated TEC team for a small charge (currently available in Carmarthenshire, Powys and some parts of Pembrokeshire, Ceredigion, Swansea and Neath Port Talbot).

Yes, it is designed for easy self-installation and comes with clear instructions. If you prefer, we can arrange for our TEC team to visit your home and set everything up for you for a small charge (currently available in Carmarthenshire, Powys and some parts of Pembrokeshire, Ceredigion, Swansea and Neath Port Talbot).

All you need is a power source for charging. It uses a built-in SIM card for connectivity, so no Wi-Fi or landline is needed.

Self-installation typically takes less than 15 minutes. Professional installation appointments usually last 30–45 minutes, including a demonstration and testing.

If you choose professional installation, our TEC team will demonstrate all features and answer your questions. For self-installation, you’ll receive a user guide, and our support team is available by phone for any help you need.

Yes, the device can alert nominated contacts as well as our monitoring centre, depending on your preferences.

Yes, with the companion app, nominated contacts can view your location and receive alerts.

Let us know your new address. The device will work anywhere in the UK with mobile coverage. Please inform us if you are going on holiday or away from home for an extended period.

We recommend testing your device monthly. Simply press the SOS button and inform the operator you are making a test call.

Just let the operator know – it’s a good way to check everything is working properly.

With Delta Support, our friendly team calls you to check in on you. It’s a great way to make sure everything’s okay and to have a chat if you’d like one. They can remind you about medication or flu jabs for example, and it’s an opportunity to pick up any issues early. They can also update your family or carers (with permission). This helps reduce isolation, improve wellbeing and provides extra reassurance. Calls can be tailored to your preferences and needs.

Depending on your preferences and needs, you can choose from weekly check-ins for reassurance and updates or longer, more thorough monthly calls for deeper conversations and advice.

During your assessment, we’ll discuss your preferences, health needs, and any triggers for extra support. This helps us create a personalised call schedule and self-management plan.

If our team identifies a concern, they can offer practical support, refer you to community services, or escalate to statutory support if needed.

We’ll try again, and if we’re still unable to reach you, we may contact your nominated contacts to make sure you’re safe or send out our response team (if part of your plan).

You can return your equipment within 14 days of delivery for a full refund, provided it’s unused and in its original packaging.

If something doesn’t work as it should, please contact us straight away. We’ll arrange a replacement or repair as quickly as possible at no extra cost.

If the equipment is faulty or we’ve sent the wrong item, we’ll cover the return cost. Otherwise, you’ll just need to post it back to us.

Refunds are processed once returned equipment is received and checked. We’ll process it through GoCardless using the same bank account you used to make your payment. Once we’ve issued the refund, it usually appears in your account within 5–10 working days, depending on your bank’s processing times. We’ll confirm by email when your refund has been arranged.