Beyond technology

Aug 31, 2023

The UK’s transition to a digital communications network continues to gather pace. Robin Hepples, Digital & Technology Coordinator at Beyond Housing’s Reach & Respond independent living service tells us how they are working with Tunstall to ensure a smooth transition for their service and its customers.

I’ve worked at Beyond Housing for 15 years now. I started as a Responder, attending emergencies such as falls, which means I have first hand experience of the services we deliver on the ground and the difference it makes to people. The changes I’ve seen since I started working with telecare are huge in terms of the development of technology.

We’re now in a period where telecare is constantly evolving. If you identify a risk in someone’s home then it’s likely that telecare can go some way to negating that risk. Whether that’s someone leaving a bed and not returning, a fall with impact, or someone with epilepsy having a seizure in bed, we have a range of sensors we can use. 

We also use environmental sensors so we can help manage the risks with smoke alarms, and carbon monoxide detectors. Sensors like these can also help to support people with cognitive impairments such as Alzheimer’s that will detect if someone leaves the taps running unintentionally for example, or when they leave a property to ensure their safety.

My current role includes procuring our telecare equipment, training our responders, and liaising with maintenance contractors for our housing schemes. I’m responsible for more than 130 sheltered schemes which equates to over 4000 properties. The independent living service has around 80 employees and we cover a thousand square miles. Day to day, it’s my job to make sure all schemes are running smoothly, and that people have got access to the services they need. I work closely with Tunstall engineers to make sure all equipment is properly maintained, and if we have any questions or issues I know they’re there 24/7 and will always respond quickly. They feel as passionately about our service as we do; it’s more than just a job to them. 

The vast majority of our equipment has always been Tunstall, whether that’s hardwired scheme equipment dispersed alarms or telecare. We’ve been involved in the trialling of new technologies, and I look forward to continuing to work with them and seeing what they’re going to bring to market for an ever-evolving customer base, as we all become more tech savvy. Without them my job wouldn’t be possible, and we wouldn’t be able to move forward and continually improve.

Openreach has taken the decision that by December 2025 they will no longer use PSTN and ISDN copper networks to supply telephony in this country. That’s has a huge impact for independent living services like ourselves. We have to change the infrastructure of all our schemes and dwellings that rely on us to deliver a service, so we’ve been developing our roadmap for the digital transition. We’re working closely with Tunstall to enable us to move smoothly to a digital future. Switching to a digital infrastructure will mean for our customers that calls will be handled in a much quicker time, and that the speech should be clearer. The network will be more resilient, as we’ll no longer be relying on 60 odd year old copper rich telecoms system. Digital also gives us an opportunity to make our service more preventative, with intelligent insight and proactive calling.

When it comes to the digital transition, getting it right is vital for us as a service and our customers. The first part of the digital transition will be the upgrade of our alarm response centre to a digitally-enabled SaaS platform delivered by Tunstall. Without this, the rest of the transition would be futile. Working closely with Tunstall has never been so important. To have the benefit of their knowledge and experience when it comes to the digital transition, and to keep moving forward and pushing the boundaries of what is possible with technology. Tunstall has been such an important part of our journey, and will continue to be moving forward as we work together to create a better future for the people we support.