A year to be proud of!

During the period April 2025 to March 2026 we’ve responded to 317,770 care alarm activations – averaging more than 870 calls every single day. Of these calls, a monthly average of 763 were critical emergencies, which equates to roughly one potentially life-saving response every hour.

Our fantastic team also achieved a 98.7% response rate within 60 seconds, a rate higher than the industry target of 97.5%.

We're supporting more people than ever...

Over the year, public awareness and trust in our service has continued to grow.
 
We received 2,013 referrals – around 168 a month. Of those referrals, 43% came from Adult Social Care, while 23% were self-referrals – many through using the contact us pages of our website. 

Our brilliant team of engineers carried out 1,545 installations – including 860 linked alarm systems for new customers, helping more residents to live independently and with confidence in their own homes.

A fully digital service

In a major piece of work over the winter, we completed the upgrade of more than 1,000 analogue alarms to digital systems.

This was a fantastic team effort, meaning that Nottingham on Call is now fully digital – future proofing the support we provide to our customers’ service ahead of the 2027 nationwide digital switchover far ahead of time.

Rapid response when it matters most

Beyond alarm monitoring, our teams are also on the ground supporting residents in a range of ways, including:

• 1,362 non-medical emergency responses (around 4 per day), often involving welfare checks or situations where no response was received after an alarm activation
• 979 urgent visits to support alarm equipment issues – real hands-on support in people’s homes, rather than asking customers to return their equipment, like many national providers do

Our of hours support

We also play a crucial role outside of standard working hours, supporting Nottingham City Council Housing Services to handle 41,284 non-alarm calls across the year – that’s the equivalent of 113 calls per day!

Putting our customers first

Customer satisfaction is at the heart of everything we do.

This year, the service achieved an outstanding 97% customer satisfaction rating – a real reflection on the importance we place on the professional, reliable and compassionate service we provide.

Antony Dixon, Head of Nottingham on Call, said:

“This year’s achievements reflect the dedication and professionalism of our team and our commitment to helping people to live safely and independently in their own homes. 

“From responding to emergencies within seconds to completing our transition to a fully digital service, Nottingham on Call continues to meet the needs of our customers in an ever-changing world.

“I’d like to thank the whole Nottingham on Call team, our customers and their families for the trust they place in us each and every single day.

“Nottingham on Call continues to set the standard when it comes to the services we provide and I look forward to continuing to support existing and new customers to live safe and independent lives over the next year and beyond.”