Case Study: East Lothian Housing Association's Transition from Legacy Warden Call Equipment to Dispersed Alarm Units

Background

East Lothian Housing Association (ELHA) provides both general and amenity housing. Until recently, one sheltered development was reclassified to amenity following a needs assessment of residents. All properties were previously connected to older analogue warden call systems linked to East Lothian Council's Alarm Receiving Centre (ARC). Engagement with Digital Telecare began in November 2024.

Rationale for Change

ELHA undertook a strategic review of its legacy warden call equipment across ten amenity housing developments, prompted by the telecoms industry’s move to retire analogue systems. The existing system, which provided centralised emergency alarm coverage to 116 tenants, no longer met residents’ evolving needs.

A key driver for change was the opportunity to offer a more flexible, person-centred approach, based on feedback from tenants and local authority partners. Importantly, the transition also delivers significant financial benefits: 87 tenants will see a reduction in costs, as they no longer need to pay for alarm services they do not require. Previously, all tenants had to participate and pay service charges for the warden, telephone line, and maintenance, regardless of need. This change is especially valuable during the current cost of living crisis. The demand for housing in East Lothian remains high while supply is low, meaning people often accepted properties with alarm systems even if they did not need them, further supporting the reduction in unnecessary costs.

Implementation

The project involved a phased withdrawal of the legacy warden call infrastructure, reducing the number of ELC connections from 116 tenants to around 29 individual alarm units. These units were installed in the homes of residents who required or preferred telecare support, ensuring continued access to emergency assistance for those who need it most.

Outcomes and Future Plans

The transition has streamlined service delivery and empowered residents to maintain greater independence. After contacting all tenants and surveying needs, it was found that fewer than 30 residents use or require telecare, with only 5 receiving council care packages. Following resident consultation and telecare assessment, 29 residents either need or wish to continue having telecare at home.

Negotiations with East Lothian Council concluded with an agreement for ELHA to acquire the necessary telecare dispersed units and subsequently transfer telecare and monitoring responsibilities to the council. The new arrangement is expected to provide a more sustainable and adaptable telecare solution, aligning with best practice in supported housing. ELHA is now reviewing the long-term use of their amenity stock, with the possibility of reclassification for general needs housing in the future.