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Ostara 24 hour response and support during Covid-19

Since the outbreak of Covid-19 and the introduction of social distancing and lockdown restrictions we have been busier than ever ensuring our customers can live safely and securely in their own homes.

Our 24-hour alarm, response and support service is available to anyone in the Newcastle area and incudes a menu of alarm equipment connected to our 24-hour response centre in South Gosforth.

The health and safety of our customers and staff is our top priority and we have been working closely with Newcastle City Council, Public Health England and the NHS to ensure we are taking every precaution to ensure the safe delivery of our service.

Our response service

Our team of 24-hour response officers is on hand to visit customers who fall, feel unsafe or become unwell any time of the day or night. Our staff are trained in first response and make sure our customers get the help they need when they need it.

All of our members of staff are provided with full Personal Protective Equipment and have been trained in how to use it safely.

Referrals and installations for new customers

We are still accepting referrals for new customers and have put in place a series of measures to ensure we carry out assessments and installations in line with social distancing rules.

• Consultations and assessments are carried out over the phone with the customer or their next of kin or carer.
• Before any installation we call the customer or their next of kin to plan our visit, taking into account any special requests, the specific layout of the customer’s home and ways we can minimise the time spent within the property.
• Customers are asked to move to another room while we install alarm items.
• Alarm equipment is cleaned following installation as a precautionary measure.
• Freepost envelopes are provided for the return of signed contacts.

Service continuity

We are supported by our colleagues at Your Homes Newcastle and have redeployed a number of employees from other teams across YHN to work with us so we can guarantee the availability of our service.

Contact us

If you have any questions about our service or would like to refer someone to us contact us by calling 0191 277 7470 or emailing