carline support team

Millstream Management Services (MMS) has launched a new telecare service to provide a direct 24/7 emergency call service to over 6,000 apartment owners at retirement developments across the country.

The Hampshire-based property management company’s new venture, Careline Support Ltd, operates from its new call centre, where its call handlers provide advice, assistance and peace of mind at the touch of a button.

Creating 10 new jobs, MMS says it has plans for further recruitment as the service grows.

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MMS Managing Director Dean Marlow, who oversaw the creation of Careline Support, said: “After many months of hard work and preparation, I’m delighted to see our new dedicated Careline Support service get up and running by taking its first calls from customers.

“This new independent service will improve peace of mind for our customers, directly delivering the support and advice they need to continue enjoying an independent lifestyle in their retirement. In these difficult times we’re also proud to be bringing new jobs and investment to Ringwood and the surrounding area.”

The company successfully took its first call on 1 September and expects to be handling up to 250,000 calls a year by 2025.

The introduction of Careline Support to the telecare space comes amid a flurry of acquisition and partnership activity in the market.

In the past 12 months, the telecare sector has witnessed the launch of Medequip Connect last September, Doro’s acquisition of Centra Pulse & Connect in October, Appello’s acquisition of Medvivo’s Careline business in December, Tunstall’s and AXA PPP Taking Care’s partnership in January, as well as SECOM’s partnership with Chiptech to launch a telecare service in July.

Most recently, Doro acquired Lancashire-based Eldercare last month – one of the top five TEC services in the UK.

The activity has been driven by the push for telecare providers to gain market share and position themselves to be best placed to capitalise on the impending digital shift.

By 2025, analogue telephone services will be switched off as the UK’s telecoms infrastructure is upgraded to digital connectivity and currently, the UK telecare market – the largest in Europe – is 95 per cent analogue.

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