Alertacall
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Wrekin is introducing a new service that makes it easier for you to contact us.
The service is provided by our partner, Alertacall. It is a family-run, friendly, award-winning organisation which already provides this service to thousands of people across the country. It has many benefits including:
Stay up-to-date - receive important news and messages from your housing provider
Easy to send messages - you can send a text or record a voice message to go to your housing team, directly through the touchscreen
Report repairs more easily - simply press the ‘Report Repairs’ button to let your housing team know of any issues at your property
Receive a call back - you can let us know that you want to receive a call from our friendly team, 365 days a year, from 8am until 10pm.
OKEachDay® service - Regular contact, either digitally or by speaking to our team, to make sure everything is OK.
Frequently Asked Questions
Why is Wrekin introducing this service?
The reason for introducing this new service is because we want to make it easier for you to communicate with us, receive important news and information updates, report any repairs or maintenance issues, as well as offer more contact if people choose.
What happens if I don’t know how to use the touchscreen?
The touchscreen is designed to be very easy to use and you will receive a user guide showing the different features. When the team visit to install it, they can answer any questions you may have. There is also ongoing support for anyone who needs it – you can call the team for free on 0808 208 1234 or press the pink Alertacall button on your touchscreen and someone will call you back. We will work with you to make sure you get the best from the service.
Do I need internet/broadband?
The touchscreen works without the need for broadband. The touchscreen uses the mobile network and comes with its own SIM card, so you can start using the touchscreen straight away, without having anything else at your property.
Do I need a new telephone or mobile for this to work?
The touchscreen operates separately to anything you already have in your own home, so whether you have a landline, mobile phone or not, the touchscreen will still work.
Will this affect my internet/phone/TV etc?
If you have internet, a TV or landline phone, these will all continue to work as normal – nothing will change. You’ll just have a nice new touchscreen to use as well!
Does the touchscreen have to be in the stand?
The touchscreen is fixed within the stand, helping to protect it and means you can place it within your property easily and within reach.
Does the touchscreen have to stay plugged in?
You should keep the touchscreen plugged in at all times – this ensures there is always power in case we need to send you a message. If you would like to move it to a different room, that’s absolutely fine. It’s important that you plug the touchscreen back in again.
How long will the battery last if unplugged?
If the touchscreen is fully charged then the battery will last up to 2 days, depending on the level of use. We recommend you keep it plugged in.
How much does it cost for the electricity to run the touchscreen?
The touchscreen is designed to use minimal electricity and should only cost between 7 and 14 pence per week depending on your provider.
Can I change the volume on the device?
Yes, you can – there’s a volume control on the top side of the touchscreen.
I’m sight-impaired and unsure if I will be able to see the buttons on the touchscreen?
That’s perfectly fine – we can adapt the touchscreen with special buttons to better identify where key features are located. You can also receive audio instead of written messages.
What if I have sensitivity in my fingers or dexterity issues?
The handles on the side of the touchscreen enable people to pick it up more easily. You can also request a special pen, called a stylus, to help you use your touchscreen.
Does everyone have to use the OKEachDay® button?
The great thing about the service is that you control how much contact you have. Some people like to have contact 7 days a week, others prefer it less often. Equally, if you want to have contact more than once a day that is OK. Whether you press the button or choose to speak to someone, the choice is yours.
What if I forget to press the OKEachDay® button?
Pressing the OKEachDay® button takes only a couple of seconds and allows you to quickly get on with your day. For most people, it becomes part of their daily routine. However, if for any reason you don’t press the OKEachDay® button that’s absolutely fine – you will receive a call on your landline/mobile or even your touchscreen to ask if everything is OK at your property. The team will attempt to get hold of you several times during the day.
Thousands of people already use the service, including younger independent people who want to get on with their day and older customers who enjoy more contact. You can speak to the OKEachDay® team each day if you want, or if you prefer to get on with your day, pressing the OKEachDay® button enables you to do so quickly.
When will my touchscreen be installed?
You will receive a letter to confirm any future plans including installation – this is likely to be in the new year.
How much will it cost to have the new service?
You will be pleased to know that funding is available through housing benefit and universal credit, so if you are in receipt of these there will be no cost to you personally.