Prepare for the Digital Switchover

Find out how we're preparing for the Digital Switchover to ensure a smooth transition for our digital technology customers.

Telecare is currently provided by Medequip Connect, our commissioned telecare provider. 

Telecare alarm calls are connected by an analogue telephone line. This connects alarm calls to the Medequip Connect alarm receiving centre.  

Changing to digital 

Telephone companies in the UK are switching off analogue telephone services and replacing them with digital internet protocol (IP) technology. They are required to do this by 2025.

We’re working closely with Medequip Connect to safely transition our customers to digital technology. 

How it will work

A digital telecare alarm will need to be installed in your home. This uses an inbuilt SIM to connect calls from your home to the alarm receiving centre. 

Medequip Connect will make arrangements with you.

We aim to fully complete the migration by 2025. 

If you have a telecare community alarm you can contact your telecare service provider or housing provider.

Sheltered housing residents

If you live in sheltered housing with Sutton Housing Partnership you can contact your Independent Living Adviser for more information.

New customers

If you're new to telecare or in the process of applying, tell us:

  • who your supplier is
  • the type of phone line you have
  • the in-home digital services you use 

Digital is normally delivered via a router installed by the telephone provider.

You’ll be given a digitally ready unit when your telecare is installed. When the time comes, the unit will be remotely switched over to digital without any need to visit you at home.

Existing customers

If you have analogue telecare this will be migrated using the same digitally-ready unit given to new customers. 

You can let us know if you've recently changed, or are planning to move to digital.

Contact Medequip 

Phone

03300 163 655

Email

Connect.Sutton@Medequip-uk.com

Contact Sutton Council

Phone

020 8770 5000

Email

suphoneprovider@sutton.gov.uk