New measures in place to protect Homeline users during digital switchover

The data sharing is to help safeguard vulnerable customers from being inadvertently cut off from the Council’s Homeline service.

Between now and 2027, most telephone providers will be moving their customers from old analogue landlines to new upgraded landline services using fibre technology.

Last year the Council became aware of instances in Swindon where phone companies carrying out the changes had inadvertently disconnected vulnerable residents from the Homeline community alarm system.

In January this year, a Government letter sent to all directors of adult social care encouraged councils to consider the role of data sharing agreements with telecommunications providers to support the identification of telecare users.

In February this year, Councillor Jim Robbins, Leader of the Council, wrote an open letter to Michael Gove, the Secretary of State for Levelling Up, Communities and Housing, urging him to mandate telecoms providers work with councils across the country to share information on which households need extra consideration.

The Council has now signed a joint data sharing agreement with both BT and EE, plus another with Virgin Media, enabling the companies to check which of their customers in Swindon use the Homeline service and the type of device they have.

The phone companies should then be able to ensure these customers are left with a working telecare device after their landline upgrade is completed.

BT are hosting a drop-in event in Swindon between 10am and 2pm on 11 September 2024 at the Central Library for Homeline users and their families to raise any questions or concerns about the digital switchover.

For Homeline users that aren’t BT, EE or Virgin Media customers, the Council continues to advise that they inform their provider that they have a telecare device as soon as they are contacted about the digital switchover.

They should also notify the Council on 01793 464430 or 01793 616427 once they know when their landline upgrade is due to take place. This will allow the team to ensure their device continues to function correctly.

The Council also advises all Homeline users to regularly test their Homeline device by pressing the button on their pendant. This should connect them through to the Homeline team, who are expecting these calls.

Councillor Janine Howarth, Swindon Borough Council’s Cabinet Member for Housing, said: “Over 3,000 vulnerable residents across Swindon depend on round-the-clock support from the Homeline community alarm system should they need any assistance.

“It’s critical that their access to Homeline is maintained while phone companies upgrade their customers’ landlines as part of the UK-wide digital switchover.

“It’s a welcome step that BT, EE and Virgin Media have engaged the Council to sign data sharing agreements, which should avoid any of their customers who use Homeline having the service inadvertently deactivated when their engineers complete the switchover.

“We continue to ask that those not with these phone companies to inform their provider that they have a Homeline device as soon as they are contacted about a landline upgrade.”