Careline service transfer to specialist provider ensures best support for residents
We have agreed the transfer of our Careline service to Taking Care. This is to best protect residents who rely on the service. A phased transfer has begun and will be complete by April 2026.
Careline supports vulnerable residents to live independently and safely at home. Throughout the decision we focused on the people who rely on Careline every day and on ensuring this vital support remains reliable, safe and fit for the future.
By transferring the service to Taking Care, we're making sure residents:
- continue to receive the support they need
- get the benefit of specialist telecare, modern technology and long‑term reliability
- keep the same trusted service
- added reassurance that it will remain reliable in the years ahead.
There will be no interruption to the service and no increase in cost for customers.
We've told our existing Careline customers of the change and what to expect. Support is in place to answer questions and provide reassurance during the transition.
The switch from analogue to digital technology must happen by 2027. Keeping our Careline service up to date would need a lot of money to maintain current standards. Moving the service now lets residents benefit from the new system without disruption and keeps the focus on giving them the best support possible.
Cllr Carla Morson, Lead Councillor for Community, said:
"Our priority has always been the people who use our Careline service every day. This decision was not taken lightly and is about doing what's right for our residents — keeping every single person who uses this service safe, supported and confident in their own homes, not just now but well into the future.
"We've thought very carefully about this because we know how important this service is to the people who depend on it and to their families. We know change can feel worrying, and that's exactly why we've chosen a provider we already trust and work closely with.
"We're future‑proofing a vital lifeline service and making sure it remains reliable and resilient for when people need it most.
"We'll stay with our customers throughout the transition, with clear, direct communication and practical help at every stage. No one will be left without help or support.
"Transferring the Careline service supports our wider priority of building a resilient and well‑managed council, while continuing to put residents, safety and wellbeing at the heart of our decision‑making."
Steve Gates, CEO, Taking Care commented:
"We are delighted to be working in partnership with Guildford Borough Council to support both the Council and its private pay telecare customers through this important transition. We are honoured to be entrusted with delivering a safe, reliable and future-proof telecare service for vulnerable people as they move the service over to us.
"The national transition from analogue to digital telecare presents a significant challenge for many Councils, requiring ongoing investment and specialist expertise. Providers such as Taking Care are well placed to manage this change effectively, ensuring services remain resilient, compatible and fully supported. We are proud to continue delivering this vital service for Guildford Borough Council's private pay customers and supporting them with our experience in digital telecare and resilient monitoring.
"We understand how important this service is to the individuals and families who rely on it every day. Our priority is simple: to keep vulnerable people safe, independent and supported in their own homes — not just today, but as technology evolves in the years ahead. We are proud that we can offer continuity, reliability and long-term protection at no additional cost, while ensuring these vulnerable customers are fully prepared for the move from analogue to digital by 2027."
About Taking Care
We already work in partnership with Taking Care to deliver Careline. This means the transition will feel familiar and continuity of care will be the same.
Taking Care is a leading provider of personal alarm services in the UK. They have over 35 years' experience in the Technology Enabled Care industry. The company offers a range of personal alarms and 24/7 monitoring from its UK-based Emergency Resolution Centres.