Telecare: analogue to digital switchover

Why is telecare changing? 

Currently, we use the in-home analogue telephone line to connect telecare alarm calls to Careium (our commissioned telecare provider) alarm receiving centre.   

By 2025 telephone companies in the UK are switching off analogue telephone services and replacing it with digital internet protocol (IP) technology. 

What's being done to prepare? 

For the Council’s Social Care Clients we are working closely with Careium to safely transition our customers over to digital technology. We'll install a digital telecare alarm in the home which uses an inbuilt SIM to connect calls. Careium will make contact with existing customers to confirm arrangements. We aim to fully complete the migration by 2023. 

For Sutton Housing Partnership Sheltered Housing residents contact your Independent Living Advisor 

All other residents with an telecare community alarm should make contact with their telecare service provider or housing provider.

What if I am a new telecare customer? 

Customers new to telecare will be provided with a digitally ready unit that doesn't need to use the home telephone line. When the time comes, the unit will be remotely switched over to digital without any need to visit the home.

How will existing customers be affected?

Those currently using analogue telecare will be migrated using the same digitally-ready unit. A migration plan is underway initially identifying those customers who've already changed over to digital via their telephone provider. Thereafter, a migration plan will begin installing units until all customers have a digitally ready unit.

Do I need to do anything?

If you're new to telecare or in the process of applying, tell us your supplier, type of telephone line you have and the in-home digital services you use. Digital is normally delivered via a router installed by the telephone provider (ie OpenReach, Virgin Media, Talk Talk etc).

If you already use telecare services, let us know if you've recently changed, or are planning to move, to digital. By contacting Careium Customer Services on 01323 344422 or

Questions about switching to digital telecare? 

Sutton Council: 

Email :