TAPPI Days – A Telecare National Plan for Action

After the Department of Health and Social Care and the Department for Science, Innovation and Technology published the Telecare National Action Plan (opens new window), ‘Protecting telecare users throughout the digital switchover journey’, last month, the Housing LIN contacted members who support specialist and supported housing providers with technology-enhanced housing and care services. We invited them to share their views on the Action Plan and the measures proposed ahead of the digital switchover by January 2027.

The Housing LIN was pleased to see that the Plan highlights one of the Dunhill Medical Trust-funded Technology for our Ageing Population: Panel for Innovation (TAPPI) testbeds, along with the overarching TAPPI principles. This follows the November 2024 publication of the government’s Older People’s Housing Taskforce report, Our Future Homes: Housing that promotes wellbeing and community for an ageing population, which called for greater ‘digital readiness’. The report recommended that “all new older people’s housing/later living housing must be ‘future proofed’ for an increasingly digital age and that existing settings are ready for the switch from analogue to digital by the end of January 2027”.

In addition, the Plan recognises that telecare can be provided as a single unit or as a grouped scheme in supported housing, such as sheltered/retirement housing, extra care housing or supported living as well as helping people to stay independent in their own homes. Furthermore, it explains that “telecare users and those who provide their telecare need to be aware of the risk from the digital phone switchover and take appropriate safeguarding actions”.

Emphasising the urgency of addressing analogue telecare failures, Craig Barlow, Managing Director of Appello, said:

“Appello welcomes the Telecare National Action Plan, as we strongly believe further action is crucial. In 2024, monitoring centres across the UK saw a concerning average of 20% of calls from analogue telecare equipment fail to connect. This poses significant risks to both service users and commissioners. Because these failures are invisible to the monitoring centre until after they occur, we share the frustrations, challenges, and concerns of those trying to access emergency support

With just over 18 months until the switchover's completion, the reality is that many will lack the resources, capacity, or time to transition to digital telecare. Therefore, while time is of the essence, the action plan should acknowledge that alternative solutions, such as analogue-to-digital converters, may be the only viable option for some.

We fully support the recommendation to "stop the sale and purchase of analogue telecare devices" where digital connectivity is available. However, this should be extended to ensure that all "digital" equipment is genuinely compatible with the digital network without compromising the quality of telecare services.”

Highlighting the importance of digital investment for reliable assisted living, Peter Kerly, Managing Director of Everon UK, commented:

“At Everon we have literally been sounding the alarm for some time at the lack of urgency by some in the industry toward digital switchover and the necessary investment to safeguard those in their care.  With this action plan in place, our hope is that housing providers who have delayed their investment decisions for whatever reason, will now put their trust in the future and make the right calls.

The window for action may be closing fast but it’s crucial even at this late stage that housing providers embrace the potential of technology, recognising the benefits of innovative, data-driven solutions now on the market. That means steering clear of products that are digital in name only and analogue in delivery.

This not a time for ‘elastoplast’ solutions which will fail to meet the challenges that many providers face and are not going to disappear come January 2027. It’s vital that those providing support for assisted living invest their finite resources in systems that will benefit the wider health and social care ecosystem – easing pressures and reducing costs for the long term.”

Arguing that a seamless digital telecare transition requires collaboration, funding, and robust infrastructure, Tony Walker, UK Sales Director at Tunstall Healthcare, added:

“As the UK transitions from analogue to digital, telecare providers and customers face challenges but also significant opportunities. Ensuring service continuity is paramount, and we welcome the Telecare National Action Plan’s role in supporting a seamless switchover.

While telecare suppliers ensure service quality, the underlying infrastructure must be robust to protect vulnerable individuals. We appreciate the UK government’s leadership in uniting stakeholders to prioritise user safety. Digital systems enhance reliability and unlock new models of care, but success requires commitment, funding, and collaboration. Our shared goal with the government is to ensure a smooth transition - first time, every time -so no one is left behind.

A strong digital foundation is essential for effective telecare. Tunstall has successfully managed transitions globally. In Australia, PSTN lines and 2G/3G networks have been phased out. Our experience shows a well-executed digital switchover delivers major benefits—supporting independent living, reducing hospital dependency, and modernising care delivery.

At Tunstall, we’ve seen digital channels improve response times, use data to predict health events like falls, and shift care from reactive to preventative. In Spain, our well established. proven model has reduced emergency calls by 54%, ambulance mobilisations by 36%, and extended independent living by 8.6 months.

A successful transition requires coordination across telecoms, healthcare, and telecare. By working together, we can unlock digital telecare’s full potential - ensuring safer, smarter, and more efficient proactive care.”

Acknowledgements

With thanks to everyone who contributed to this blog ahead of next week’s ITEC 2025 conference (opens new window) in Birmingham. Your insights are invaluable in shaping the conversation on the digital switchover in telecare and ensuring that telecare systems meet the diverse needs of older adults across the country.

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The Housing LIN’s CEO, Jeremy Porteus, was proud to be a member of the government’s Older People’s Housing Taskforce and to lead on technology.

And if you found this of interest or want to find out more about TAPPI, Going Digital or Smart Housing & Telecare, check out the resources curated by the Housing LIN on our dedicated Technology enabled housing and care webpages.