Skip to content Skip to left sidebar Skip to right sidebar Skip to footer

Guildford Borough Council agrees Careline service transfer to specialist provider to ensure the best support for residents

Guildford Borough Council agrees Careline service transfer to specialist provider to ensure the best support for residents

Guildford Borough Council’s Executive has agreed the transfer of Careline, the in‑house telecare service, to Taking Care. This follows careful consideration of what will best protect residents who rely on the service. A phased transfer has begun, with the change planned to be completed by April 2026.

Careline supports vulnerable residents to live independently and safely at home. Throughout the review, the Executive focused on the people who rely on Careline every day, and on its responsibility to ensure this vital support remains reliable, safe and fit for the future.

By transferring the service to Taking Care, the Council is making sure residents continue to receive the support they need, along with the benefits of specialist telecare, modern technology and long‑term reliability. Residents will keep the same trusted service they are used to, with added reassurance that it will remain reliable in the years ahead.

There will be no interruption to the service and no increase in cost for customers. Taking Care already works in partnership with the Council to support Careline delivery, meaning the transition will feel familiar and continuity of care will be maintained. Support arrangements will stay the same, and customers will continue to receive help when they need it.

Existing Careline customers have been told that, over the coming months, responsibility for providing the Careline service will move from Guildford Borough Council to Taking Care. Support has been put in place to answer questions and provide reassurance during the transition.

With the national change from analogue to digital technology required by 2027, keeping the service up to date would mean significant investment simply to maintain current standards. Transferring the service allows residents to benefit from this change without disruption, while ensuring the focus remains on delivering the best possible support.

Cllr Carla Morson, Lead Councillor for Community, said:

“Our priority has always been the people who use our Careline service every day. This decision was not taken lightly and is about doing what’s right for our residents — keeping every single person who uses this service safe, supported and confident in their own homes, not just now but well into the future.

“We’ve thought very carefully about this because we know how important this service is to the people who depend on it and to their families. We know change can feel worrying, and that’s exactly why we’ve chosen a provider we already trust and work closely with.

“We’re future‑proofing a vital lifeline service and making sure it remains reliable and resilient for when people need it most.

“We’ll stay with our customers throughout the transition, with clear, direct communication and practical help at every stage. No one will be left without help or support.

“Transferring the Careline service supports our wider priority of building a resilient and well‑managed council, while continuing to put residents, safety and wellbeing at the heart of our decision‑making.”

Steve Gates, CEO, Taking Care commented:

“We are delighted to be working in partnership with Guildford Borough Council to support both the Council and its private pay telecare customers through this important transition. We are honoured to be entrusted with delivering a safe, reliable and future-proof telecare service for vulnerable people as they move the service over to us.

“The national transition from analogue to digital telecare presents a significant challenge for many Councils, requiring ongoing investment and specialist expertise. Providers such as Taking Care are well placed to manage this change effectively, ensuring services remain resilient, compatible and fully supported. We are proud to continue delivering this vital service for Guildford Borough Council’s private pay customers and supporting them with our experience in digital telecare and resilient monitoring.

“We understand how important this service is to the individuals and families who rely on it every day. Our priority is simple: to keep vulnerable people safe, independent and supported in their own homes — not just today, but as technology evolves in the years ahead. We are proud that we can offer continuity, reliability and long-term protection at no additional cost, while ensuring these vulnerable customers are fully prepared for the move from analogue to digital by 2027.”

About Taking Care
Taking Care is a leading provider of personal alarm services in the UK, with over 35 years’ experience in the Technology Enabled Care industry.  Having supported over ¼ million people, the company offers a range of personal alarms and 24/7 monitoring from its UK-based Emergency Resolution Centres.


​

Press contact: Grace Clayton – e-mail grace.clayton@guildford.gov.uk