Appello for Business

We partner with housing, health and care providers to enrich the lives of customers, patients and residents.

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New Milton

Lymington

If you would like to contact Appello, please complete the form below detailing us:
Sales Telephone: 0333 321 6470

Sales Opening Hours: Mon - Fri, 9am - 5pm

Customer Contact Centre: 24/7

Find Us: Oregon House,19 Queensway, New Milton, Hampshire, BH25 5NR

Sales Telephone: 0333 321 6470

Sales Opening Hours: Mon - Fri, 9am - 5pm

Customer Contact Centre: 24/7

Find Us: Appello, Wylie House, Unit 740, Ampress Lane, Lymington, Hampshire SO41 8LW

Get In Touch With Us

If you would like to contact Appello, please complete the form below detailing us much as you can about your enquiry. We will endeavour to respond as soon as possible.
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Frequently Asked Questions

We are always happy to help, if you dont find the information you require below please call us on 0333 321 6470
  • General Questions
  • Product & Service Support
  • Technical Support
  • What happens if I activate the service alarm at night or on a bank holiday?
    We have a team of operators ready to take your call every minute of every day. So no matter if you need us in the middle of the night, or on Christmas Day, we are here to help. We operate 365 days a year 24 hours a day.
  • What if I accidentally press the button and activate my alarm?
    Don’t worry if you accidentally press the alarm button. Our team never worry about receiving a false alarm. The operator will just confirm that you are ok and take the opportunity to ensure the system is working properly. If your alarm is accidentally activated please ensure you hang on and speak to the operator. If you don’t, we must treat the call as an emergency.
  • What happens if you cannot speak to via the base unit?
    If we are unable to make contact with you via the base unit, we will try your landline first. If there is still not a response, we will treat it as an emergency and make contact with the emergency services and your next of kin.
  • What happens if my house doors are locked and emergency services need access?
    To minimise any damage and to avoid forced entry, we recommend that you install a police approved key safe, which can be purchased from Appello. A Keysafe allows you to leave a key to your home securely outside your property, which can be accessed in an emergency. If you have installed a Keysafe, please do not leave the key in the lock as anyone attempting to insert a key from the other side may not be able to unlock the door. If security chains or bolts are fitted, remember these should only be used when opening the door to unknown callers. If the emergency services are unable to gain access to your property through the use of a key, or someone providing them access they may be required to force entry. Please be aware that remedial action to make good any damage that is caused by emergency services accessing the property when responding to an emergency call will be entirely your responsibility.
  • What happens if my phone line has a fault?
    If your phone line develops a fault or you disconnect your alarm box from the telephone socket, a regular warning beep will sound until it is reconnected. We recommend that your telephone line should always be set to accept incoming calls.
  • What happens if my mains power fails?
    Please always keep your base unit connected to the power supply and the telephone line to ensure your service is not disrupted. If you unplug your alarm or accidentally switch it off at the mains, providing it is still connected to your phone line, it will dial us automatically after one hour and then every four hours after that, until the battery power runs out. You will know that the power is off because the alarm button will flash and/or beep rapidly. Appello will contact you if a mains fail alert is raised. Your Personal Alarm will not work if there is a fault with your telephone line.
  • What do I do after a mains failure?
    After any mains failure, please test your pendant by pressing the button. Let the operator know you have had a mains failure and are now checking that your alarm works. Please ensure that you are within speaking distance of the alarm box when you do your test as our operator will talk to you via the box.
  • What happens if I change or consider changing my telephone service provider or acquire additional services, e.g. broadband or extra telephone points?
    We highly recommend informing the telephone service provider that you use a telecare service as any disruption may result in you not being able to use the service. During a changeover of your telephone service provider, there may be a disruption to your Personal Alarm services. It should be noted that if you have call barring and number withheld on your phone line then the service will not work.
  • Do you record calls I make to you?
    Yes, calls to our monitoring centre are recorded for quality and training purposes. Appello stores these telephone conversation records securely in line with the Data Protection Act.
  • Do you keep any medical details to help emergency services?
    Upon obtaining our monitoring services, we ask you to complete a customer record form. This asks you to provide us with, where applicable, a medical record including details of health conditions, medication and your GP. In an emergency where appropriate this information will be provided to the emergency services to ensure you receive the most suitable response.
  • Do you provide an installation service?
    Our services are all designed to be self-installed in a few simple steps. Each service contains an easy to follow user guide that contains installation instructions. Our friendly team can even give you help over the phone.
  • How long is the monitoring contract?
    Talk to our Sales department about the different payment plans available. If you already have the service, refer to your Order Confirmation or call Sales to find out what your terms are.
  • How do I cancel my Direct Debit?
    If you no longer require the service, call our Sales department on 0333 321 6470 option 1 / option 1.
  • What range does my pendant have in my home?
    Your pendant should activate your alarm between 35-50m from the alarm base unit. You should test your pendant at the furthest point from your house and in each room of your house to ensure you know the coverage. As the pendant uses radio, it may not work through some walls of your building.
  • Will my pendant work outside?
    Your pendant range outside of your property will vary depending on the size of your property and the location of your alarm equipment. Once installed we recommend that you test it thoroughly, to identify the areas in which your alarm will work.
  • What if I accidentally press the button and activate my alarm?
    Don’t worry if you accidentally press the alarm button. Our team never worry about receiving a false alarm. The operator will just confirm that you are ok, and take the opportunity to ensure the system is working properly. If your alarm is accidentally activated please ensure you hang on and speak to the operator. If you don’t we must treat the call as an emergency.
  • As part of the personal alarm service how quickly will the phone be answered?
    We answer over 99% of calls within 60 seconds however, we try to answer the majority of calls in less than 30 seconds.
  • Will you ever start a call with me via the Alarm unit?
    No. We cannot activate your alarm via our operators. The alarm can only be activated by the service user and it is only then that we can talk to you via the Personal Alarm base unit. All other phone contact we have with you as the user is via your telephone.
  • Can I wear the pendant in the shower or bath?
    Yes you can, it is waterproof and it is important that it is available in case a fall in the bath or shower occurs. Please note that if the battery is replaced and the alarm is not correctly put back together it may no longer be waterproof.
  • Could my Personal Alarm/Mobile Alarm affect my pacemaker?
    Your personal alarm will not affect your pacemaker.
  • Can the Personal Alarm be used by people with hearing impairments?
    Yes it can, we would need to be aware that the user has a hearing impairment upon activation of the service.
  • How will I know if the battery in the Personal Care Alarm/Mobile Alarm is running low?
    When the battery in your pendant is running low, we will be notified. We will then contact you to inform you that it needs replacing.
  • Will any other equipment in my house interfere with the Personal Care Alarm system?
    Your Personal Alarm base unit should be positioned as centrally as possible in your home and positioned as far away from any interfering equipment (mobile equipment, wireless headphones, and telephones) as it may have an adverse effect on the range.
  • Will you give my keysafe code out?
    We will only provide the emergency services with your keysafe code if we have called them following an emergency alarm activation. We will not provide details of your Keysafe to anyone else including family and friends, as we are unable to confirm their identify over the phone.
  • Can I move my keysafe?
    Keysafes can be moved; however, we would recommend that the manufacturer’s instructions are followed.
  • What happens if I lose the number?
    If we have the code, we will be able to provide it to you upon verification of your identity.
  • Do I need to tell my insurance company?
    Our C500 Keysafe is approved by the Police. However, it’s always best to check with your insurance company.
  • I have a pendant alarm, is the wrist device shower proof or water proof?
    The new pendant that we offer as standard is waterproof to standard IP67, which means it has been tested to work for 30 minutes at a depth of 15cm to 1m. Older pendants or those made by different manufacturers, which can also be purchased from us, may not offer such a high level of water resistance. Always refer to the manufacturer instructions or contact our Sales department if you are not sure.
  • Can I change the batteries in my wrist pendant?
    Yes, you can for new models. Some older models and those made by different manufacturers may be sealed units.
  • Can I change my batteries in my base alarm?
    The batteries required in the base alarm are not commonly available off the shelf. Please call us and we will direct you to finding the batteries needed or a service where somebody will do it for you.
  • I have a very old house with thick walls. Will the pendant work all over the house?
    The structure of a home can reduce the effectiveness of the alarms radio transmission. Often a radio repeater (available from Appello) will help alleviate the problem.
  • Will my pendant work outside?
    Your pendant range outside of your property will vary depending on the size of your property and the location of your alarm equipment. Once installed we recommend that you test it thoroughly, to identify the areas in which your alarm will work.
  • Do I speak to the pendant and receive an answer through it?
    No all audio is sent and received through the highly sensitive speaker and microphone on the base alarm.