Support Hub FAQ’s

We’ll help you to live life confidently! You, the technology you wear or that’s installed in your home will notify us that you need help. We’ll answer the call in seconds and be there for you. One of our trained experienced team will speak to you through your device, understand your situation and arrange the help you need, and even if you can’t speak, we’ll make sure you’re supported. We’ll contact the emergency services, your family, or your preferred contacts depending on the situation and your emergency contact arrangements.  

Our telecare support is for anyone who wants to live a healthy, confident and connected life. If there’s something you feel holding you back from the life you want to live, our team and our technology can be the difference you’ve been looking for. It’s for anyone of any age and any need. We can support you whether you’re growing older, have a disability, a long-term health condition, recovering from illness or surgery, or have any other need to feel safer in your home or out in the world! Explore our products and packages, call us on 0330 1233 365 or complete our online form to speak to us so we can support you to find the best products for your needs.   

No, you don’t need an internet connection for most of our telecare products or services. Many of our products work using a SIM card but if you do have an internet connection in your home then we may be able to offer you some different options.  

No, you don’t need a landline to get set up and started. Most of our products work using a SIM card so they don’t connect to or need a landline. 

It depends on the device you are using. Any device using SIM card or GPS technology will work in a power cut. The Sanctuary LumaLiving Personal at Home Alarm – broadband will not work during a power cut if your WiFi router and internet connection goes down.  

We answer 98.5 percent of our calls in 60 seconds or less. Our average response time to respond to your alarm is 10 seconds. You will always speak to a person in our team based in Cheshire and never an automated system.   

We’ll contact you within 48 hours of placing your order to arrange a convenient installation date or to confirm a few details to get you started. Depending on your device, and if you’re able to set it up yourself, you could be up and running within a few days.

The set up fee is a one-off to get you started, get our technology out to you and ready to use. 

Your monthly cycle begins from the day you purchase.

Your subscription covers the cost of using the technology, maintaining the equipment and 24-hour emergency support from our TSA accredited team based in Cheshire.   

Yes. You can pay for the service on someone else’s behalf as long as you have their details and set up the payment. If they are paying themselves, we will need to speak to them directly to take their payment details. 

Our devices are rented to you for the length of your subscription. When you end your subscription, we will ask you to return the device.  

You may qualify for VAT exemption because of a health condition, disability or your age. You can contact your GP surgery to find out if you qualify for VAT exemption or visit Gov.uk for more information. Alternatively, speak to our team on 0330 1233 365 who will be able to give you some initial advice to help you consider your options.  

We offer a 30-day no quibble money-back guarantee. If you change your mind within 30 days of being set up with your device you can return your items and we’ll give you your money back and take care of closing your account. If the product isn’t quite right for you we’d love to speak to you to find an alternative to better suit your lifestyle aspirations and needs. If you no longer need or want your device you’ll need to give us 30 days cancelation notice by contacting our team. We’ll cancel your subscription and we’ll need you to return any items we’ve provided.  

If we aren’t installing in-person, then we use Royal Mail recorded delivery to ship all devices.  

Yes, please be reassured that all payments taken through our website or via phone are safe and secure and we handle all personal information securely following the General Data Protection regulation. 

Your monthly cycle begins from the day your kit is installed, not the day you paid. This means you’ll always receive the full value of your subscription. 

Most devices are water resistant so you can wear your pendant or fob in the bath or shower, keep it on while washing. Our devices shouldn’t be soaked or submersed in water, so best to take it off if you go out swimming! Be sure to check the guide for your alarm to make sure though.  

Our call handlers are trained to help when an alarm is activated, whatever situation or scenario you’re in. If you’re unable to speak to us, or if we can’t hear you, we will try and call you back and if we cannot speak to you we will call you preferred contacts.  

No, after paying your set-up fee and your monthly subscription there are no additional charges or additional fees for when you speak to the Sanctuary LumaLiving team.  

Yes, we recommend that you test your device at least once a month. Simply press the button or activate the alarm and tell the call handler that you’re simply testing – we’d love to hear from you.  

You can press your device or call our team on 0330 1233 365 and speak to us anytime. We’re available 24 hours a day. 

Most devices will continue to work even if the power goes out. Many of our devices use batteries and SIM cards which provide back-up and continue working without power, so you can always stay connected and live with confidence. The Sanctuary Personal at Home Alarm – broadband will not work during a power cut as your WiFi router requires electricity.