Careline Support
Careline Support Colleagues celebrate reaching 100,000 calls by their first anniversary.

Ringwood-based emergency call service Careline Support has been celebrating the anniversary of its launch and a successful first year of operations, despite the challenges of establishing a new business during a pandemic.

Established by housing management provider, Millstream Management Services, the retirement call monitoring company took its first call in September 2020 and has answered a total of 100,000 calls since then.

As well as helping customers with over 800 falls or other medical emergencies during the year, the team also provided support for more day-to-day essentials such as ensuring over 5,000 deliveries could be safely received.

The team’s average response time to a call was just eight seconds, and they are looking to improve this even further.

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Operating nationwide from its dedicated call centre on Yeoman Road, Careline provides a direct 24/7 emergency call service to over 6,500 apartment owners at around 200 retirement developments across the country.

Its call handlers provide advice, assistance and peace of mind at the touch of a button, enabling customers to enjoy an independent lifestyle for longer.

In February the company was also proud to achieve TSA certification under the Quality Standards Framework for the industry body for technology enabled care (TEC) services, an excellent achievement after just six months.

James Knight, Monitoring Services Manager at Careline Support, said: I’d like to thank my team and everyone who has been involved in making Careline Support a success over the last 12 months. It’s been great to see the business achieve so much during its first year, improving peace of mind for our customers by delivering the support and advice they need to enjoy an independent lifestyle in their retirement.

“Looking to the future we have plenty more to do, so we are looking forward to expanding our team of call handlers over the coming months to achieve our growth plans.”

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