As the UK undergoes a digital switchover from old analogue landlines to upgraded fibre technology, Swindon Borough Council has taken decisive action to protect the most vulnerable residents in the community.
In a proactive move, the Council has secured data-sharing agreements with major telecommunications providers—BT, EE, and Virgin Media—to ensure that users of the Homeline community alarm service are not inadvertently disconnected during the transition.
The digital switchover, which is set to affect most telephone customers by 2027, poses particular risks for vulnerable residents reliant on the Homeline system, which provides round-the-clock support to over 3,000 individuals across Swindon. Last year, concerns were raised after several residents were disconnected from Homeline when phone companies upgraded their landlines without fully considering the impact on telecare devices.
In response, Swindon Borough Council has acted swiftly. Following advice from the Government in January 2024, which encouraged local authorities to engage in data-sharing agreements with telecoms companies, the Council has now formalised agreements with BT, EE, and Virgin Media. These agreements allow the companies to identify customers using the Homeline service, ensuring that their telecare devices remain operational post-upgrade.
Councillor Janine Howarth, Cabinet Member for Housing at Swindon Borough Council, stressed the importance of these measures: “Over 3,000 vulnerable residents across Swindon depend on round-the-clock support from the Homeline community alarm system should they need any assistance. It’s critical that their access to Homeline is maintained while phone companies upgrade their customers’ landlines as part of the UK-wide digital switchover. It’s a welcome step that BT, EE and Virgin Media have engaged the Council to sign data sharing agreements, which should avoid any of their customers who use Homeline having the service inadvertently deactivated when their engineers complete the switchover.”
For those Homeline users who are not customers of BT, EE, or Virgin Media, the Council has issued clear guidance: they should inform their provider of their telecare device as soon as they are notified about the landline upgrade. Additionally, these residents should contact the Council directly to ensure that their Homeline service remains uninterrupted. The Council has provided dedicated contact numbers—01793 464430 or 01793 616427—for residents to report their upgrade dates.
BT is also holding a drop-in event on 11 September 2024 at the Central Library in Swindon from 10am to 2pm, where Homeline users and their families can raise any concerns or questions about the digital switchover.
To further safeguard against potential disruptions, the Council is advising all Homeline users to regularly test their devices by pressing the button on their pendant. This should connect them directly to the Homeline team, who are ready to assist with any issues that may arise.
These new measures underscore the Council’s commitment to ensuring that Swindon’s most vulnerable residents continue to receive the vital support they need, even as the UK’s telecommunication infrastructure undergoes significant changes.
