Issue details

Our current Digital Alarm Receiving Centre (ARC) contract ends on 31 March 2026. Following a full tender process, Enovation’s Universal Monitoring Software (UMO) was selected as the preferred digital ARC solution. UMO will provide the telecare and technology platform that enables care services to receive, process, and respond to alerts from people who need support at home or in the community.

An external review in 2025 recommended retaining the Carephones service in?house, with a digital upgrade identified as the only viable option to meet statutory and operational requirements.

The Carephones service currently supports around 5,000 Adult Social Care service users with critical Assistive Technology (AT) such as pendants, sensors, and medication dispensers, enabling safe and independent living. It also operates the ARC using the ageing analogue Answerlink system, which supports 21 independent living schemes and provides lone?working safety monitoring for more than 1,100 council staff.

Although most end?user devices have already transitioned away from analogue lines, the core Answerlink platform remains analogue and must be replaced. Independent assessment highlighted the urgent need to move to a fully digital solution. Digital platforms offer greater compatibility with modern technologies, enable proactive and strength?based approaches, and support more efficient, technology?led service models. This transition also aligns with the national digital switchover and statutory responsibilities under the Care Act 2014, which requires local authorities to prioritise prevention and support adults to remain independent for as long as possible.