Purpose

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.
 

Content

The decision has been made to award a contract
through the Northern Housing Consortium framework for a new Digital
Alarm Receiving Centre solution.
 
The Enovation’s UMO digital ARC solution
will commence from 1st April 2026 for 5 Years (plus an optional 3 x
1 Year Extensions).