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How we protect our Helpline customers

There are some things our staff cannot do. This is to protect you, our customers.

We can’t:

  • handle money for you, apart from fees collected when equipment is installed 
  • get involved in your financial affairs, either directly or indirectly or by giving advice (we can advise you about any benefits you may qualify for)
  • receive gifts from you, unless they are very small such as stationery. We keep a record of any presents that are given
  • benefit from, be executors of, or witnesses to the will of any Lifeline user
  • act with the power of attorney for any Lifeline user
  • promote the benefits of one service over another especially if the advice relates to a service provided by a member of their own family

Deane Helpline team has to abide by the Code of Conduct for all staff at Somerset West and Taunton Council. We can provide this on request.

The Telecare Services Association (TSA) Code of Practice is a rigorous accreditation scheme which measures all aspects of a service provider's operation. Yearly checks are made to make sure standards are maintained and organisations which awarded the Code of Practice are committed to maintaining the highest standards. This accreditation is an essential quality symbol for the industry.

Deane Helpline staff are trained on protecting vulnerable adults. We will report any concern, allegation or suspicion of abuse to Adult Social Care without exception. If you require further details please contact us.

Calls are recorded so we can improve our service to provide an accurate record of events. All information you give us is stored and used under the requirements of General Data Protection Regulations (GDPR). This includes information that is held on computer and in manual filing systems. We will only disclose information we hold about you to others when it is in the interests of providing the full benefits of the Deane Helpline service.