The Department of Health and Social Care (DHSC) and the Department for Science, Innovation and Technology (DSIT) published the Telecare National Action Plan on 11 February 2025, setting out the steps they expect communication providers, local authorities, housing providers and telecare suppliers to take to safeguard telecare users through the digital phone switchover1. It supersedes the DHSC Telecare stakeholder action plan first published in December 2022 and updated in September 20231.
Upwards of 2 million people in the UK use telecare, most commonly personal alarm pendants or buttons, and most of these devices have historically relied on the analogue landline network1. The plan states that devices designed to operate on analogue landlines have a higher rate of failure when connected to digital telephone landlines, and that there have been serious incidents, including a small number of fatalities, where telecare devices have failed to work properly after the switchover1. The switchover will be complete for all providers by January 2027, and most customers can expect their telephone lines to have made the switch by the end of January 20271.
The plan is built around four outcomes1:
| Outcome | What the plan says government expects |
|---|---|
| 1 | No telecare user is migrated to digital landline services without the communication provider, the customer or the telecare service provider confirming a compatible and functioning telecare solution is in place |
| 2 | Analogue telecare devices are phased out, with sales stopped and a deadline for phase-out to be communicated in the coming months |
| 3 | Telecare users, their support networks and service providers understand what actions they need to take |
| 4 | Stakeholders collaborate, through the Telecare Action Board (TAB) established in January 2024 |
The plan records that in December 2023 the UK's major communication providers signed a voluntary agreement with government to protect vulnerable customers when they are moved onto digital services, and that the network operator charter was developed in March 20241. Ofcom introduced an incident reporting framework in spring 2024 to monitor the nature and volume of incidents, and provided its first report to DSIT in July 20241. The plan also notes Virgin Media O2's plans to withdraw roaming services on their 2G network from October 2025, and that operators do not intend to offer 2G and 3G mobile networks beyond the end of 2033 at the latest1.
"This plan applies to England only, but the digital phone switchover will affect all devolved nations"
Why it matters for households
The plan covers England only, though the switchover affects all devolved nations1. For households with a personal alarm or pendant, the practical effect is that migration to a digital line should not go ahead until a compatible, functioning telecare solution is confirmed by the communication provider, the customer or the telecare service provider1. The plan says telecare users who are most at risk should be identified and prioritised, and that government expects sellers to have stopped selling analogue telecare equipment, with buyers including local authorities and personal buyers told they should not purchase analogue devices1. While analogue devices remain in use, the plan says there should be ongoing testing on digital telephone lines and that results should be shared1. The plan also refers to Which? updating its telecare guide in August 2024 to remind consumers that an analogue telecare system may not function as intended1. Households can check the switchover date and what changes for a home phone in the digital landline switchover, with guidance on telecare and personal alarms when phone lines go digital and a switchover checklist.
What happens next
DHSC and DSIT will review progress against the action plan every 6 months1. Government will work with telecare suppliers and service providers to establish a timeline for phasing out analogue telecare devices and will communicate a deadline in the coming months1. A national communication campaign with the telecommunications industry was to be launched in early 20251. The plan also refers to the announcement on 3 January 2025 of work to define and publish a minimum set of standards1.
Telecare on Digital Phone Lines
Analogue Phone Switch-Off Date
Digital Landline Switchover
Alarms After Digital Switchover
Digital Switchover Checklist
