FOI release

Technology Enabled Care (TEC) and Telecare Contracts

This request was refused in part, so we didn't provide some of the information the requester asked for. This may include information where we can neither confirm nor deny that we hold it.

Case reference FOI2026/00281

Received 29 January 2026

Published 6 February 2026

Request

I am seeking information regarding your council’s current Technology Enabled Care (TEC) and Telecare service contracts. For clarity, this includes any commissioned services or supply contracts related to telecare monitoring, call handling, equipment provision, installation, responder services, digital TEC solutions, sensors, alarms, dispersed alarm units, or any broader technology-enabled care systems used to support service users.

Please note that if Telecare contracts are separate from broader TEC contracts, I would like information on both. Where multiple suppliers are used (for example: one for call handling and another for equipment), please provide information for each contract individually.

Please provide the following information for each TEC / Telecare contract currently in place:

Contract Supplier

Which organisation(s) currently hold the contract(s) for delivering Technology Enabled Care services and/or Telecare services?

Contract Scope

A brief description of what each contract covers (e.g., call monitoring, equipment provision, installation, response services, digital solutions, etc.).

Contract Start and End Dates

When did the contract begin?

When is the contract due to expire?

Contract Extensions / Break Clauses

Does the contract include any extension options? If so, please state the length and whether any extensions have been exercised.

Does the contract include a break clause? If yes, please provide details.

Key Deliverables and KPIs

Please provide the key performance indicators (KPIs), service-level agreements (SLAs), or core deliverables included in each contract.

Performance Against KPIs

Is the current supplier meeting the KPIs and SLAs defined in the contract? (A simple “yes/no” response is sufficient, though further detail is welcome.)

Total Contract Value

What is the total value of each contract?

If the full contract value is not available, please provide the annual spend or estimated annual value.

If any elements of the information are held in separate documents, please feel free to attach them.

Response

Contract Supplier

Which organisation(s) currently hold the contract(s) for delivering Technology Enabled Care services and/or Telecare services?

A: This information is publically available Herefordshire Council’s website and can be viewed via the following link:

Decision - To approve a direct award for the Technology Enabled Care Service (TECS) - Herefordshire Council

As such we consider this information to be exempt under Section 21 of the Freedom of Information Act 2000 because it is reasonably accessible to you via other means. Please take this letter as a refusal notice under S17 of the Act.

Contract Scope

A brief description of what each contract covers (e.g., call monitoring, equipment provision, installation, response services, digital solutions, etc.).

A: As above, this information is available online via the same link and is therefore also exempt under Section 21 of the Freedom of Information Act 2000.

Contract Start and End Dates

When did the contract begin?

A: The contract with Careium UK commenced on 1 August 2025.

When is the contract due to expire?

A: As above, this information is available online via the same link and is therefore also exempt under Section 21 of the Freedom of Information Act 2000.

Contract Extensions / Break Clauses

Does the contract include any extension options? If so, please state the length and whether any extensions have been exercised.

Does the contract include a break clause? If yes, please provide details.

A: As above, this information is available online via the same link and is therefore also exempt under Section 21 of the Freedom of Information Act 2000.

Key Deliverables and KPIs

Please provide the key performance indicators (KPIs), service-level agreements (SLAs), or core deliverables included in each contract.

A: The KPI’s for this contract are below:

Monitoring measures (Equipment)

Number of unique Service Users with Equipment

Number of new Service Users with Equipment

Number of Service Users no longer with Equipment

Average number of items per Service User

Equipment spend for core Standard Equipment and Special Equipment, delivered and collected, per Service User

Reason for Equipment issue and collection (orders and lines)

Number, identity and value of items scrapped (core Standard Equipment and Special Equipment)

No out of stock items (Supplier fault and Non-Supplier fault), including measures for preventing re-occurrence

Equipment orders from other Suppliers, Manufacturers or Subcontractors, delivered on time following payment of invoice within specified term

Number of active recall and retrieval completed

Prescriber team level data analysis, including individual performance

Top 20 number of items purchased (by quantity and value)

Number of Low Battery Replacements, including spend

Bi-annual cost benchmarking report, demonstrating value for money (against at least two other suppliers)_

Annual report of whole life cost for all Standard Equipment

Annual Service report demonstrating success against the Agreement aims and objectives and performance and monitoring measures

Performance indicators (Equipment)

Next day delivery >95% on time

3 day delivery >95% on time

5 day delivery >95% on time

No failed deliveries for all Equipment (Supplier fault and Non-Supplier fault) <2%

No refusals upon delivery (as a % of all orders for all Equipment) <2%

Next day collection of all Equipment >95% on time

10 day collection of all Equipment >95% on time

Successfully collecting all Equipment within the allotted time 100%

Number of Out of Hours repairs (within 4 hours) 100% on time, including reason

Number of Standard Equipment recycled >80%

Value of Standard Equipment recycled / collection credits >80%

Number of Special Equipment recycled >80%

Completion of all Low Battery Replacements within the Low Battery Replacement Period, including full Service User and device details 100%

Monthly spare parts breakdown report 100%

Number of customer service inbound and outbound calls, average speed of answer (<180 seconds) and abandoned call rate (<5%)

Prescribing Practitioners notified within 1 Working Day of any delay to deliveries / collections >90%

Service satisfaction levels for Service Users and Prescribing Practitioners >80%

Number of complaints received <0.1% of activity

Number of complaints acknowledged (within 2 Working Days 100%) and resolved (within 10 Working Days >95%)

Monitoring measures (Call Monitoring)

Number of Service Users

Number of new Service Users

Number of live connections

Number of Service Users no longer being monitored (disconnections)

Number of calls (inbound and outbound), alerts and insights received for each Equipment type

Average call response time, after the initial welcome message has played

Average length of all calls (inbound and outbound)

An analysis of all calls by origin (e.g. lifeline unit, manual trigger, smoke detector, bed sensor) and nature (e.g. intended call, testing, false call)

An analysis of all insights by origin and nature (e.g. falls detection, motion sensor, smart plug, door sensor)

Top 25 Service Users making repeat calls, including date, time, call origin and nature

Contact report detailing all Service Users and devices, which have not activated or been tested within the last 3 months and measures for preventing re-occurrence

Report detailing all Faults, alerts and Low Battery Replacements

Daily Low Battery Alert report for all Equipment

Bi-annual cost benchmarking report, demonstrating value for money (against at least two other suppliers)_

Annual Service report demonstrating success against the aims and objectives and performance and monitoring measures

Performance indicators (Call Monitoring)

Number of calls answered within 60 seconds >97.5%

Number of calls answered within 180 seconds >99%

Number of calls answered in excess of 180 seconds <2% of activity

Critical Faults reported within 15 minutes, including Service Users, devices and category breakdown >100%

Non-critical Faults reported within 24 hours, including Service Users, devices and category breakdown >100%

Low Battery Alerts reported within 24 hours, including Service Users and devices >100%

Number of calls, alerts and insights successfully connect to the Monitoring Services >95%

Service satisfaction levels for Service Users >80%

Number of complaints received <1% of activity

Number of complaints acknowledged (within 2 Working Days 100%) and resolved (within 10 Working Days >95%)

Performance Against KPIs

Is the current supplier meeting the KPIs and SLAs defined in the contract? (A simple “yes/no” response is sufficient, though further detail is welcome.)

A: Yes

Total Contract Value

What is the total value of each contract?

If the full contract value is not available, please provide the annual spend or estimated annual value.

If any elements of the information are held in separate documents, please feel free to attach them.

A: As above, this information is available online via the same link and is therefore also exempt under Section 21 of the Freedom of Information Act 2000.

Documents

There are no documents for this release.

This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.

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