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SOS Frequently Asked Questions

Some of your most common questions answered.

SOS Personal Alarm FAQs

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.

Important telephone numbers

If you press your alarm and do not respond via the SOS unit, you will receive a call from the Monitoring Centre; they will contact you from the following number: 0844 879 1720. Please also give this number to your key holder(s) as this is the number that will be used to call them if required.

If you need to contact the Monitoring Centre because you have missed a call from them, or need to follow up on an existing incident, please call on 0845 900 3301.

If you need technical support, you can call 0800 056 9196. Lines are open Monday to Friday 9:00am – 5:00pm. For urgent queries outside of these hours, please call 0844 879 1301.

Call blockers

Our system needs the use of a standard analogue telephone line to operate. If you use a call blocker then the following phone numbers need to be permitted:

  • 0845 900 3301
  • 0844 879 1720
  • 0113 242 1385
  • 0845 300 5504
  • 0845 300 5506

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

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.

Important telephone numbers

If you press your alarm and do not respond via the SOS unit, you will receive a call from the Monitoring Centre; they will contact you from the following number: 0844 879 1720. Please also give this number to your key holder(s) as this is the number that will be used to call them if required.

If you need to contact the Monitoring Centre because you have missed a call from them, or need to follow up on an existing incident, please call on 0845 900 3301.

If you need technical support, you can call 0800 056 9196. Lines are open Monday to Friday 9:00am - 5:00pm. For urgent queries outside of these hours, please call 0844 879 1301.

Call blockers

Our system needs the use of a standard analogue telephone line to operate. If you use a call blocker then the following phone numbers need to be permitted:

  • 0845 900 3301
  • 0844 879 1720
  • 0113 242 1385
  • 0845 300 5504
  • 0845 300 5506.

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.

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 free of charge. The battery is not removable, so a full unit replacement is required.

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. If purchasing a keysafe from us (available by calling our SOS Sales Team) you can choose to have it installed by one of our engineers at the same time as your alarm, at no extra cost to the standard installation charge.



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.

Waste electrical and electronic equipment (WEEE)
You can now recycle your old electricals with us, If you’re buying a new electrical item, we will recycle your old one.

What is WEEE? 
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take‐back scheme must as a minimum offer all customers.

Why recycle? 
Unwanted electrical equipment is the UKs fastest growing type of waste. 

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and human health. 

We can help!
We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. 

To remind you that old electrical equipment can be recycled, it is now marked with a crossed‐out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

For full details of the WEEE regulations or for details on how to dispose of your WEEE item, please speak to a member of our customer service team, on 0800 068 5059.