How we supported a sheltered housing development to upgrade to a digital careline
Image: elderly homeowner using a care alarm pendant.
Delivering trusted property management for retirement complexes.
We recently arranged for a sheltered housing complex we manage in Edinburgh to switch their careline alarm system from analogue to digital. We pride ourselves on delivering a proactive service and it is important to us that residents are informed about upcoming changes and prepared well in advance. With experience managing several other retirement developments across Scotland, we bring a depth of knowledge and forward planning that helps these vulnerable communities feel supported and confident in the services they receive.
We spoke to Ryan Byrne, Client Relationship Manager who led the project, about what was involved. Ryan has many years of experience working in the property industry in Scotland.
Can tell us about the sheltered housing development you help manage?
We’ve been managing the retirement development in Morningside, Edinburgh since September 2024 and have enjoyed a great relationship with the homeowners.
What work was needed and why?
All homeowners in the retirement development are provided with a careline alarm service pendant that connects to a central hub in case of an emergency. When we took over managing the development, the alarms were on an analogue system. We were aware that with the digital telephone switch over, any care alarms reliant on analogue lines would stop working, risking the users safety.
For many older people, careline alarms are an essential, lifesaving service that enable them to continue living independently. I knew we needed to upgrade the system before the switchover and a smooth upgrade of the system was crucial.
What did you do?
In line with our Written Statement of Services, I approached three different specialist companies for quotes to upgrade the system. Our tendering process assesses the balance of contractor expertise, expense and their proposed solution. We only work with contractors we trust and they must provide us with their Employers and Public Liability Insurance Certificate and also their Health and Safety Policy.
As with all our developments, our focus is always on the client’s needs. We took a personalised approach with the careline alarms, taking account of each person’s needs, for example, the location of the alarm and the volume they needed the alarm to sound at.
How did you get approval from homeowners for the work to be carried out?
To ensure transparency, I presented all quotes at the homeowner’s AGM with a clear breakdown of costs, contract terms and long-term maintenance implications and gave my recommendations. I gave all homeowners the opportunity to ask questions and once they were ready, they voted on the options. After the meeting, I followed up with letters and emails to homeowners and their families on what had been agreed and explained clearly how we would proceed with the work.
What arrangements did you make to ensure the work was carried out smoothly?
I worked closely with the residents and contractors to make sure everything went smoothly. I found a date and time that worked for everyone and coordinate the work. I had listened to homeowners concerns about having a short period with a lack of cover and was able to reassure them that this would not be any longer than an hour and there would be a professional onsite for the duration of the work. On the day of the switch over, I was on hand to deal with any issues, ensure the system was fully tested and all residents knew how to use their alarms.
How did the homeowners respond once the work was complete?
Homeowners and their families were delighted that the work was completed well in advance of the digital switchover date, January 2027. They said they felt in safe hands with Charles White and I received the following feedback over the phone:
“I was so impressed at how smoothly the upgrade to the Careline alarm service was managed. Ryan provided multiple options and I was really happy that Charles White had acquired the most competitive prices.”
— Sheltered housing development homeowner, Edinburgh
By completing the upgrade well ahead of the national digital switchover, we ensured homeowners in the retirement development could continue relying on a safe, modern careline service without disruption. Our pro-active approach, clear communication and close coordination reflect our ongoing commitment to supporting the communities we manage across Scotland.
About Charles White Limited
Based in Edinburgh and working across Scotland, Charles White Limited is one of Scotland’s oldest and most respected property management companies. We have been working in property across Scotland since 1840 and are a well-known, established name in residential property management. We offer an award-winning service built on experience, transparency and full compliance with Scottish regulations. From everyday tasks such as grounds maintenance to the full management of complex residential developments, we take a proactive, people-focused approach. We work hard to ensure our clients always feel informed through regular, clear communication and our commitment to transparent financial management.