Decision details

Careline24 Procurement of a new call handling, Supply, Installation and Maintenance service.

Decision Maker: Cabinet Member for Health and Social Care (job-share)

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes


Contract award for the provision of emergency call alarm call handling services
Commissioning a new call monitoring and handling offer to be delivered by an external provider. This will enable us to upgrade from our current system which is outdated and not fit for future purpose. The provider will have the skills, experience and confidence to deal with as many alarm calls over the phone, thereby reducing the amount of home visits and referrals to emergency services.

This will contribute to our aim of a modernised, re-focussed and more cost efficient community alarm service for Lambeth residents.


1.         To enter into contract with the London Borough of Southwark for the provision of community alarm and technology enabled care services for a period of five years from 24 February 2020 until 23 February 2025 at a cost of £4,006,705, (which includes an initial set up cost of £36,800 payable in year 1) with the option to extend the contract for a further two years at a cost of £1,694,371.


Publication date: 24/12/2019

Date of decision: 06/01/2020

Effective from: 14/01/2020

Accompanying Documents: