Link Group and Bield team up for improved digital service

Link Group has recently finalised a rigorous tendering process to appoint a state-of-the-art digital alarm receiving centre. This partnership, forged with Bield Response 24, promises to revolutionise the customer experience by offering an enhanced digital service. David Mackenzie, the Managing Director of Link Housing Association, expressed his enthusiasm for the collaboration, stating that it aligns perfectly with Link Together, the organisation’s housing strategy aimed at leveraging technology to enhance services.

Elaine O’Hanlon, the Tenancy Sustainment and Support Manager at Link Housing Association, reiterated the positive impact of the partnership with Bield Response 24, highlighting the immediate benefits for customers. The inclusion of an out-of-hours repairs system is a significant advantage that simplifies customer interactions by consolidating services. This strategic move towards a digital Alarm Receiving Centre underscores Link’s commitment to innovation and customer-centric service delivery.

Bield Response 24, accredited by the Telecare Services Association (TSA), operates an Alarm Receiving Centre that vigilantly monitors and responds to customer alarms, ensuring swift emergency responses and fostering peace of mind among customers. The transition to this new service was well-received by Link customers, who had the opportunity to engage with Bield Response 24 staff during informational roadshows held in July.

Jane Ferri, the Corporate Governance Officer at Link Group, celebrated the successful completion of the procurement journey by emphasising the partnership’s role in fostering a safer, more connected, and inclusive environment for all customers. Maureen Richardson, Link’s Digital Transformation Officer, highlighted the positive feedback received from customers regarding the new 7-day check-in service, which enhances their confidence in the system.

Gary Baillie, the Head of BR24 and Assistive Technology Development at Bield, commended the partnership’s forward momentum in providing high-quality, responsive services to meet the evolving needs of tenants and communities. The collaboration reflects a shared commitment to creating a secure and interconnected environment for all customers.

Steph Elliot, the TECH lead for the Scottish Federation of Housing Associations (SFHA), praised the partnership as a prime example of innovative practices aimed at enhancing tenant experiences. By deploying digital technology in homes, there is an opportunity to reduce the reliance on formal health and social care support, thus promoting independent living.

Sara Redmond, the Chief Officer at the Health and Social Care Alliance Scotland (the ALLIANCE), hailed the new digital alarm service as a significant step towards enabling independent living and empowering individuals to receive adequate support within their homes. This technology embodies a commitment to enhancing person-centred support and improving quality of life.

David Brown, The Digital Office’s Business Relationship Manager, lauded the joint efforts of Bield and Link Housing in implementing a digital alarm receiving centre solution. This collaboration signifies a dedication to enhancing community safety and well-being through innovative digital solutions, paving the way for future benefits for customers and staff alike.