SOS frequently asked questions

Some of your most common questions answered.

It's understandable that when you approach the subject of using a personal alarm with your loved one, there will be plenty of questions. In order to help you with that discussion, we have pulled together a list of our most frequently asked questions and answers that we have received from people like them looking to purchase one of our personal alarms.

If you have any more questions that need answering please contact our SOS Service team and we will be happy to help.

Included in the SOS Personal Alarm pack is:

  • 1 x Saga SOS unit.
  • 1 x Pendant (with wrist strap, neck cord and pocket clip attachments).
  • 1 x Bogus caller button (a wall mounted/static version of the pendant).
  • 1 x Power supply (for UK use).
  • 1 x Telephone cable.
  • 1 x Extension telephone socket.
  • 1 x User guide.

That’s easy – just the information we need to help you in an emergency:

  • Your name, address and home phone number.
  • Name and contact numbers for your keyholders* and next of kin should you wish to list one.
  • Doctor’s name, surgery name and town/city.

If the alarm user doesn’t have keyholders, they may have a keysafe or can purchase one by calling our SOS Sales Team.

* A keyholder is someone who has a key to the alarm user’s residence.

* A keysafe is a device that attaches to the outside of the alarm user’s residence containing a key(s) to enter the property. A code must be entered into it to be able to retrieve the key(s). That code will be known to trusted individuals and required by Saga should the emergency services need access to the property.

If we are unable to get a response from you, we will first try calling your home phone number and if we still get no response we will assume you are in difficulty. We will then try to contact your nominated keyholders in ranked order. If you don’t have any keyholders listed, we will send for the emergency services. Should your property have a keysafe, we will need the code to pass onto the emergency services.

A keyholder is someone the alarm user nominates who has a key to their residence. This person would be contacted if we were unable to reach the alarm user, assuming they are in difficulty.

No problem, call our SOS Sales Team to hear about our optional keysafe. If you purchase one, this can be installed by you or we can arrange for professional installation.*

When your alarm arrives, press the alarm call button and one of our agents will record your keysafe code. This will enable the emergency services to access the premises more quickly, without the use of force.


* An approved engineer will visit the alarm user’s residence at a convenient time to install the keysafe. There is an additional charge for installation. A discount is available if installed at the same time as your personal alarm.

A keysafe is a device that attaches to the outside of the alarm user’s residence containing a key(s) to enter the property. A code must be entered into it to be able to retrieve the key(s). That code will be known to trusted individuals and required by Saga should the emergency services need access to the property.

When your alarm arrives, press the alarm call button and one of our agents will record your keysafe code.

Yes. Our response team will require your keysafe code should in an emergency, access to your property be required. When your alarm arrives, press the alarm call button and one of our agents will record your keysafe code. This will enable the emergency services to access the premises more quickly, without the use of force.

Our response centre will check with you that everything is okay, and when we are satisfied that you are safe, we will end the call and reset the alarm.

What requirements do I need for the alarm?

  • An electrical socket for the SOS alarm to plug into within approximately 9 feet (2.7 metres) of the telephone socket.
  • A standard home telephone line that isn’t re-routed or diverted and doesn’t require a prefix (e.g. ‘9’) to dial in or out.
  • If the household has an internet connection then an ADSL adaptor will be required.

If you have any questions or concerns about the setup of the Saga SOS Alarm, please contact our SOS Team on 0800 056 9196 who can provide advice on the most suitable option for you.

The SOS emergency and bogus buttons have a long battery life of over two years and are monitored to maintain service.

In the event of notification that a buttons battery is showing low power, or a test identifying non-function, we will make contact to provide a replacement. The battery is not removable, so a full unit replacement is required.


There is a fee for this replacement, currently £40 per unit.


Saga SOS works with most telephone lines and is connected to a mains power point. A set of step-by-step instructions is supplied or you can add the optional installation package*.

*An approved engineer will visit the alarm user’s residence at a convenient time to install the alarm. There is an additional charge for installation. A discount is available if you purchase a keysafe from us (available by calling our SOS Sales Team) and choose to have it installed by one of our engineers at the same time as your alarm.

Unfortunately the standard alarm button is not waterproof, but we can supply waterproof buttons at an additional charge. For pricing and product information, please contact our SOS Team on 0800 056 9196.

When the unit is first set up, you should make a test call so the response centre can set the volume control at the level that suits you. Alternatively, you can adjust the volume on the device yourself following the instructions. If the trigger button is pressed, the unit and pendant will flash, indicating that help has been requested.

The unit has a secondary battery power supply in case of power failure and the alarm buttons work off their own batteries.