Countdown Campaign: 9 Months To Go. Telecare Service Review: Scotland in Transition

A National Snapshot - March 2026

Scotland is approaching a critical milestone in the move from analogue to digital telecare. With the Public Switched Telephone Network (PSTN) being switched off on 31 January 2027, a national review has been carried out to provide a clear, evidence‑based picture of progress, scale and remaining challenges across the telecare landscape.

This article summarises the key findings and what they mean for Telecare Service Providers, Health and Social Care Partnerships (HSCPs), housing providers and system partners.

The National Scale of Telecare in Scotland

The review confirms the critical importance and scale of telecare services:

• 137,524 people currently receive telecare support
• 157,267 live monitored connections are in place nationally
• 105,935 individual telecare alarm units are deployed in people’s homes
• Around 6 million telecare calls are handled each year (approximately 500,000 per month)

A key outcome of the review is greater clarity between:

• Service users (people supported)
• Connections (technical monitored links)
• Alarm units (devices)

This distinction is increasingly vital in a digital, cloud‑based environment where cost, capacity and resilience are often managed per connection rather than per person.

Progress Towards Digital Migration

Scotland has made strong progress toward the 2027 deadline

• 90.4% of analogue alarms have already been replaced with digital
• All HSCPs now have access to a digital ARC
• Most areas are nearing completion of dispersed alarm unit rollout
• Remaining analogue services are actively progressing toward completion

This progress reflects sustained national coordination, shared learning and close collaboration across local authorities, HSCPs, housing providers and suppliers.

Alarm Receiving Centres: A Digital Foundation

• 23 ARCs are used by Scottish authorities (22 based in Scotland)
• 22 ARCs operate on cloud‑based digital platforms
• The number of ARC platforms has grown from four to six since the move to digital

The shift towards a shared, cloud‑based ARC model is improving resilience, enabling reciprocal call handling and laying the foundations for standardised national data through the Telecare Information Framework (TIF).

What Telecare Delivery Looks Like Today

Call Handling and Workforce:

• ARCs operate 24/7, with staffing models ranging from small teams to large centres handling high volumes
• Call handlers collectively manage around six million calls a year
• Understanding staffing levels nationally supports resilience planning and workforce sustainability

Referrals and Reviews:

• Referral routes vary widely, including health and social care teams, social work, self‑referrals and hospitals
• Referral systems and information requirements are not yet standardised
• 69% of HSCPs have formal service‑user review processes in place, typically covering safety, equipment, connectivity and changing needs

Charging Models:

• Weekly charges vary across Scotland, from £2.00 to £9.72
• Average weekly charges:
• £4.77 for basic packages
• £5.40 for more complex packages
• Clear, consistent understanding of charging is essential for fairness, transparency and policy assurance

Housing and Grouped Schemes: Ongoing Challenges

While dispersed alarm unit migration is nearly complete, housing and warden‑call systems remain the most challenging part of the transition. Factors include:

• Legacy infrastructure
• Cost and complexity of digital replacements
• Delays in mature digital housing solutions reaching the market

Some providers are moving toward dispersed alarm units as a more flexible, person‑centred and cost‑effective alternative.

Recognising Progress: Implementation Awards

The Digital Telecare Implementation Award Schemes provide national assurance and recognise progress:

• HSCP Awards: Over two‑thirds of HSCPs have achieved Gold or Platinum status
• Housing Awards: Early adopters are progressing through structured milestones

Platinum status marks full migration and transition into business‑as‑usual, freeing capacity to focus on housing, optimisation and innovation.

Looking Ahead: From Migration to Optimisation

Scotland is now moving from large‑scale migration into a new digital “business as usual” phase. While challenges remain, particularly within housing, the foundations are firmly in place.

Digital telecare now supports:

• Greater system resilience
• Improved data quality and reporting
• More person‑centred, targeted support
• Opportunities to realise wider benefits across health, social care and public services

Scotland is well positioned for the PSTN switch‑off, and for the future of telecare.