Posted: Tuesday 22nd September 2026

Herts Careline, Hertfordshire’s award-winning local assistive technology service, continues to help residents stay safe and independent at home, with this year’s Customer Satisfaction Survey showing exceptional levels of satisfaction and reassurance among customers.

Survey highlights include:

  • 100% of respondents are satisfied or very satisfied with the Herts Careline service
  • 100% feel more reassured having the service
  • 100% believe their friends and family have greater peace of mind because they have Herts Careline
  • 100% said the application process was easy or about right
  • 100% found the installation appointment and process easy or about right
  • 100% feel confident using their equipment
  • 99% would recommend Herts Careline to a friend or relative
  • 98% rated the help from Herts Careline’s Welfare Officer as excellent or good
  • 98% rated advice from Herts Careline’s administration and customer service team as excellent or good
  • 97% rated the support from Herts Careline’s call operators as excellent or good
  • 94% feel more independent because they have Herts Careline

What customers had to say:

  • "I am so lucky to have Herts Careline’s service, it really makes my life feel safer. I appreciate all the kindness and help everyone gives. Anything is always done so quickly and efficiently. Many thanks to all.”
  • “Very glad Careline came to my rescue when I collapsed. I was able to press my pendant and knew help was coming before I passed out. Thank you for your help.”
  • “With your friendly and very alert care system, I feel much safer, and the family are very thankful knowing this. It is a wonderful service, at such a reasonable cost.”

Cllr Sean Nolan, Executive Member for Communities & Partnerships at North Herts Council, said: “It’s fantastic to see such strong feedback for Herts Careline. Once again, these results show just how valued the service is by residents and their families in North Herts and across the rest of Hertfordshire, providing reassurance, independence and support when it is needed most. I would like to thank the dedicated Herts Careline team for the care, professionalism and compassion they show every day, helping our residents to feel safer in their own homes.”

Cllr Sally Symington, Executive Member for Adult Care Services at Hertfordshire County Council, said: “Hertfordshire County Council is pleased to commission a service in partnership with North Herts Council that helps residents across the county live more fulfilling and independent lives. The consistently excellent feedback from those who use Herts Careline’s assistive technology is brilliant to see. Herts Careline is a vital service that helps thousands of residents feel safer at home, as well as giving invaluable peace of mind to those who care for them too.”

Herts Careline Team posing with awards plaque

Executive Member for Customers, Cllr Sean Nolan and Customers Director, Jo Dufficy with members of the Herts Careline team

Herts Careline supports over 16,000 residents across the county, offering advice and assistance 24 hours a day, seven days a week, and handling around 1,500 calls a day. For more information about Herts Careline, visit: www.care-line.co.uk or call 0300 999 2 999.