Trusted public sector delivery
We deliver high-quality, regulated services that support local authorities in meeting their statutory duties and improving outcomes for their communities.
Established in June 2018 as a Local Authority Trading Company (LATC), we are built on the legacy of Carmarthenshire County Council’s Careline service, which supported communities for over 30 years. This legacy gives us a unique understanding of the challenges and opportunities within public sector delivery.
As a LATC, we combine public sector values with commercial agility – offering local authorities a trusted, compliant route to commission high-quality services directly under Teckal exemption. Our governance structure ensures transparency and accountability, while our operational independence allows us to innovate and scale rapidly.
Innovation, growth and community impact
Since our inception, we’ve grown rapidly and our strategic collaborations with local authorities, as well as health boards, housing associations and Welsh Government, have positioned us as a centre of excellence for Technology Enabled Care (TEC).
We’ve evolved from a reactive call monitoring service into a proactive, data-informed care model. Our award-winning CONNECT programme exemplifies this shift, focusing on prevention and early intervention through a technological and digital approach, to improve wellbeing and help people to stay independent at home for longer.
Our services are designed to be flexible, scalable and deeply embedded in the communities we serve, offering person-centred solutions that align with local priorities – making us an ideal partner for local authorities seeking to enhance care delivery, reduce pressure on statutory services, and improve outcomes for vulnerable individuals.
Our services
Out-of-hours emergency call handling
We provide professional out-of-hours call handling services on behalf of local authorities, ensuring residents and tenants have access to urgent support when regular offices are closed.
Our bilingual contact centre is available 24/7, 365 days a year, offering reassurance and practical support during emergencies. We work collaboratively with local partners to ensure continuity of care and service delivery, even in the most challenging circumstances.
Our advisers manage a wide range of emergency issues, including urgent housing repairs, highways and flooding incidents, damage to public infrastructure and crisis situations requiring immediate coordination and escalation.
We operate under strict service-level agreements and protocols for each authority, delivering peace of mind and operational resilience when it matters most. We triage each situation and ensure the right teams are notified and action is taken promptly, liaising with contractors to ensure timely resolution and ensure clear communication with residents. Our service helps maintain public safety and minimise disruption during critical incidents.
Lone worker emergency cover
We comply with BS 8484 standards, offering robust lone worker support and emergency protocols, particularly during out-of-hours periods.
Disaster recovery support
We provide a secure, fast and effective disaster recovery solution, ensuring continuity during crises and to quickly resume critical service functions in the event of a disaster. We offer flexible staffing, secure access to systems, and integration with our fully digital TEC monitoring platform.
Technology-Enabled Care (TEC) Monitoring & Installation
At the heart of our company is our Technology-Enabled Care (TEC) service; operating 24/7, 365 days a year from our two bilingual Alarm Receiving Centres (ARCs) in Llanelli and Carmarthen and supporting thousands of people across Wales to live safely and independently at home. We are a member of the TSA (Telecare Services Association) and fully compliant with the Quality Standards Framework (QSF), ensuring the highest levels of quality, safety, innovation and service excellence.
Our services include:
Personal alarms, fall detectors, GPS trackers, and home sensors
Expert installation and 24/7 monitoring
Integration with open APIs and digital platforms for future scalability
24/7 bilingual monitoring
Combining smart technology with compassionate support, we deliver round-the-clock call monitoring in both Welsh and English. Our fully-digital emergency TEC platform handles 1.5 million calls annually, providing reassurance and rapid response for 35,000 residents, and consistently exceeding TSA industry standards.
TEC solutions, installation & personalised support
We offer a comprehensive range of TEC solutions designed to help people live safely and independently at home. From lifeline alarms and fall detectors to home sensors, our partnerships with leading suppliers ensure access to cutting-edge devices tailored to individual needs.
Our fully trained TEC officers visit homes to assess both the environment and the individual’s needs, providing expert advice on the most suitable technology to support independence, safety, and wellbeing.
Our dedicated installation team delivers:
Professional installations and decommissions across local authority areas and housing association contracts in South West Wales
Maintenance visits for servicing, adding equipment, and battery changes
By combining advanced technology with human expertise, we help prevent crises and give individuals and their families peace of mind.
Digital transformation
We can help local authorities to modernise housing schemes and complexes through digital transformation, enhancing tenant safety, operational efficiency and service resilience. Whether you're upgrading dispersed alarms, transitioning to digital monitoring platforms, or redesigning service pathways, we bring the expertise, tools and insight to make it happen.
As one of the first organisations in Wales to complete a full analogue-to-digital migration, we understand the challenges and opportunities of large-scale system change. Our TSA QSF-accredited Alarm Receiving Centre (ARC) and state-of-the-art Enovation UMO platform ensure your services are future-ready and compliant. 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.
Information, advice & assistance (IAA)
Our Information, Advice & Assistance (IAA) service is the single point of access for all adult social care and health enquiries in Carmarthenshire. This vital service works in partnership with the Home First multi-disciplinary team, ensuring individuals receive the right support at the right time.
What we do:
Handle thousands of enquiries from residents, carers and professionals seeking guidance on health and social care.
Provide clear, compassionate advice to help people navigate complex systems and access the services they need.
Work closely with health and social care professionals across integrated services to ensure joined-up support.
By providing timely advice and practical solutions, our IAA team:
Reduces pressure on statutory services
Prevents crises before they escalate
Supports individuals to remain independent for longer
More than 40% of all enquiries result in preventative action, helping people stay independent and reducing the need for statutory social care support, demonstrating the team’s effectiveness in early intervention.
Wellbeing calls & assessments
Our proactive wellbeing calls and assessments service is designed to identify issues early, prevent crises, and support people to live independently for longer. We work closely with local authority teams and community partners to ensure a joined-up response and where needed, we can link individuals to technology-enabled care solutions, emergency response services, or other preventative programmes.
Wellbeing assessments
Every individual begins with a detailed wellbeing assessment, carried out by trained staff.
We look at the person’s health, home environment, social connections and daily living needs.
The outcome is a personalised support plan, ensuring the right help is in place from the start.
Regular proactive calls
Scheduled calls provide ongoing reassurance and practical support. These calls are tailored to individual needs and could be weekly, monthly or quarterly. They can include:
Emotional support and social contact to reduce isolation
Advice on health and safety in the home
Signposting to local services and resources
Our team is trained to spot early warning signs and escalate concerns quickly, preventing issues from becoming emergencies. They are more than check-ins – they keep people safe, connected and independent, while reducing pressure on statutory services.
Emergency Response
Our response service is a unique, flexible solution designed to support local authorities in managing urgent care needs and non-medical emergencies in the community. This service provides short-term, rapid interventions that prevent crises from escalating and reduces reliance on statutory care and emergency services. Service users are provided with lifeline alarms and TEC devices, ensuring 24/7 monitoring and immediate escalation if further support is needed.
Our 24/7 community response team:
Attends non-medical emergencies such as non-injurious falls, welfare checks, sudden changes in health or wellbeing and urgent social care needs
Delivers short-term emergency domiciliary care for individuals and families in crisis including:
Supporting people waiting for statutory care packages
Bridging care for hospital discharge until reablement or long-term care is in place
Emergency support for carer breakdown or sudden changes in circumstances
Uses specialist equipment and clinical triage protocols to assess and support individuals safely
CIW registered
Our response team is Care Inspectorate Wales (CIW) registered, making it the first service of its kind in Wales. Staff are:
Fully trained in first aid, basic life support, manual handling, dementia awareness
Able to carry out clinical observations and work closely with health professionals
Skilled in personal care, medication administration, meal preparation, and even practical tasks like grocery shopping or sitting services at short notice
This service provides a cost-effective, person-centred solution for local authorities that prevents escalation, supports independence, and delivers continuity of care in partnership with health and social care teams.
Reduces pressure on statutory services by preventing unnecessary hospital admissions and residential placements
Improves outcomes for individuals by enabling them to remain at home safely
Provides reassurance to families, knowing help is always available