Total Housing Solutions. Communication systems for grouped dwellings Fire systems Door entry and access control Service and maintenance

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1 Total Housing Solutions Communication systems for grouped dwellings Fire systems Door entry and access control Service and maintenance

2 Contents The solution has transformed the lives of residents; when I visit the scheme I get lots of positive feedback. The project was really well managed - during the installation the Tunstall engineers were happy to engage with tenants and as a result we adopted some of their suggestions which have improved the workability of the system. Olajide Akintelure, Assistant Director Property Services, Riverside South East Supported Housing Communication Door Entry and Access Control Solutions Fire systems Installations Service R&D and Manufacturing Our accreditations Communicall Quick Reference Guide Quick Reference Product Guide... 14

3 Total Housing Solutions Introduction Older people and those with long term needs have an increasing number of options to consider when choosing where to live, with sheltered housing, retirement housing and extra care facilities offering differing levels of support to meet their individual needs and aspirations. Tunstall has been working with local authority, private and charitable housing providers for over 50 years to develop a range of technologies and services which provide peace of mind for residents and their families and enable housing management teams to deliver efficient care and support. Tunstall s solutions promote independence by managing environmental risks such as fire, flood and gas leaks, and help to protect individuals from burglary, bogus callers and anti social behaviour. Our products have been designed to enable tailored packages of care to be delivered specific to individual needs. They provide effective support to people from all walks of life including to those living with dementia, learning disabilities, and sensory or physical impairments. As well as providing market leading community alarm and telecare technology, Tunstall also offers comprehensive door entry, access control and fire systems, enabling our customers to benefit from the efficiencies associated with using a single provider for their installation, maintenance and service. Although technology alone is not the complete answer, used as part of a holistic package of services, it can make an enormous contribution to independent living and quality of life for people, no matter where they choose to call home. 03

4 Supported Housing Communication Communicall Connect Communicall Connect is Tunstall's most advanced supported housing communication system, providing a flexible means for staff to communicate with tenants and each other, and a platform for telecare sensors to be installed according to the individual's changing needs. Its innovative design provides a wealth of features which benefit both care provider and residents, whilst maintaining simplicity of use and reliability. Communicall Connect can be installed as part of a new system installation or can be provided as an upgrade to an existing system. The technology is scaleable to suit up to 400 dwellings, and offers a cost effective means of transforming grouped housing into Extra Care. The system can be configured using its advanced system control panel or remotely via the internet making it the most flexible telecare system on the market today. Communcall Connect is an ideal solution for a range of housing and care models and its many features and benefits include: Reliable Our radio receivers meet Category One requirements for safety critical systems compliance under EN The system continually selfchecks and automatically generates diagnostic reports All system settings and events are automatically logged and stored on a Multi Media Card Communicall Connect is compliant with EN50134 and EN standards for system operation electromagnetic and compatability Flexible Telecare sensors and settings are individual and configurable to each dwelling Users have a choice of personal radio trigger wearing options Cancel at source can be set per resident if required Call handling options include DECT handsets, mobile, pagers or long range cordless handsets Door entry can operate independently or in combination with the system The system can be configured using its advanced system control panel or remotely via the internet Features such as door entry and intruder function can be added easily to system operation Staff can select from three configurations; Onsite - calls are sent to cordless handsets or pagers; Offsite - calls are sent to a monitoring centre; Local Offsite - calls are sent to staff mobiles Communicall Connect is ethernet enabled to allow for continuing developments and new applications Efficient Activation of a resident's personal trigger automatically provides location information to the scheme manager Alarm calls can be grouped by type or time and directed to the appropriate responder (eg battery low alerts to the maintenance team) When an alarm is generated text can be displayed on DECT handsets to provide staff with further information Test mode enables scheme managers to reduce the time spent testing pullcords and other devices Communicall Connect can also be combined with optional features to provide a single source of supply, service and maintenance including: Combined door entry and video DDA (Disability Discrimination Act) compliant door panel Key fob system Remote release key safe Door open alert Link to fire alarm panel Fireman's switch 04 A comprehensive way of managing the risks to a person s independence, health and home environment, 24 hours a day, 7 days a week.

5 Total Housing Solutions Lifeline Home Unit Range Lifeline Connect and Connect+ home units are intelligent communication hubs designed to be used in individual dwellings, which can be used to raise an alarm call by simply pressing a personal radio trigger (pendant), the large illuminated button on the unit or automatically via the range of telecare sensors wirelessly linked to the home unit. They can also be used to provide medication reminders. Alerts can be received at a 24 hour monitoring centre, or can be programmed to be received at a carer s phone. Where there is no Scheme Manager service available, or any requirement to manage main door access, Lifelines offer a means of providing cost effective, monitored support 24 hours a day. CareAssist CareAssist is a portable telecare alarm receiver designed to support local carers to deliver high quality, non intrusive care. It is an easy to use, pocket sized device that provides carers working or living onsite with a means to receive instant alerts from Tunstall s range of telecare sensors. This means that onsite carers can be made aware quickly of any incidents, allowing them to provide a high level of care whilst maximising efficiency. It provides a very cost effective telecare solution whilst avoiding the need for a telephone line or monitoring centre service which is often not required when full time care is being provided. It's not just about the call system, it's the support around it. We helped to trial Communicall Connect and that's one of the reasons it's so good; because Tunstall's development team really listened to our feedback and adjusted the system to be one that really works for staff and tenants alike. Tina James, Extra Care Manager, Linc-Cymru Housing Association

6 Door Entry and Access Control Solutions Tunstall offers a range of stand alone and integrated door entry and access control systems, which provide security for residents and employees by reducing instances of bogus callers, vandalism and anti social behaviour. Solutions are available for single or multiple door sites, from small retirement developments to centrally-managed multiple office complexes and tower blocks with over 1000 dwellings. Stand alone door entry - functional For smaller numbers of grouped dwellings, a functional door entry system offers a cost effective DDA (Disability Discrimination Act) compliant means of providing access control. A call panel is provided at the main entrance to a property, which houses a button dedicated to each dwelling. Callers press the appropriate button and the relevant resident device will be alerted, enabling the occupant to talk to the visitor and allow access if appropriate. Systems can be provided with or without video. Stand alone door entry - digital For larger schemes, digital systems provide the most effective means of controlling access. A DDA compliant digital call panel is positioned at the main entry door, where visitors enter the numbers of an individual dwelling. Calls are received by the resident/tenant on an audio or video terminal, or can be diverted to another telephone number such as for a concierge or caretaker (on a resident by resident basis where required). Reporting capabilities are available on managed systems to provide further security. Keystroke access control The keystroke system allows access to a building or room by holding a small electronic key fob in front of a wall mounted vandal resistant reader. It can be used as a stand alone product or alongside Tunstall's door entry systems. Keystroke provides easy access for residents with poor dexterity, and is more cost effective and secure if fobs are lost than traditional lock and key. It is also possible to configure the system to run management reports which show when and where individual fobs have been used. Enhanced services Tunstall offers a range of other products and services to allow our customers to tailor their door entry and access control systems to their exact needs as part of a single project. CCTV - Door entry systems can be linked to CCTV surveillance to record and monitor access. Selectability - Solutions can be tailor-made to work with specific doors at specific times Coded Access - Key pads provide access for trusted people Related works - Tunstall can also manage the procurement and installation of specialist doors gates and barriers where a total solution is required. 06

7 Total Housing Solutions We wanted to ensure maximum safety for all our residents without encroaching on their independence. The telecare solutions allow us to appropriately manage security throughout the property, ensuring residents' safety whilst still promoting independent living. Case Carole Holland, Extra Care Services Manager, Saxon Weald Combined door entry This solution combines door entry functionality with Communicall Connect and enables the resident s speech module to operate a door entry system. A DDA compliant digital call panel is installed at the communal entrance to the properties, and visitors enter the flat number into this panel which will activate a call to the resident's speech module. Residents can then talk to the caller and decide whether to allow entry. Calls from the keypad may also be re-directed to another recipient, for example a scheme manager or monitoring centre, on a resident by resident basis. Combined door entry features Progressive privacy - can be provided on main entrance doors and resident corridors for greater security CATV link - video image of the visitor can be displayed on the resident's TV Remote operation - a remote door controller can be provided for residents with limited mobility to allow them to receive calls and open their door without having to reach the speech module Configurable - systems can be configured onsite or from a remote location via an internet connection The system can trigger sounders or beacons to alert for an open door DDA compliant door panel Study Saxon Weald is one of the largest providers of social housing in West Sussex, including Extra Care housing schemes. Downlands Court, which has 41 independent flats, has had Communicall Connect installed which has enabled staff to communicate with residents through speech modules installed in both individual dwellings and communal areas. A range of sensors were provided to enhance security throughout the property, including door alerts on fire exits to inform carers if a door is opened unnecessarily. Fob-operated door entry sensors were connected to allow easy and secure access to staff and residents with limited dexterity. Tunstall also provided doorframe cameras that streamed live images to residents' television screens, allowing those with visual impairments to see largescale images of their visitor, providing extra reassurance and security.

8 Fire systems Tunstall can install and maintain a wide range of fire detection and alarm systems to protect residents in dwellings of all sizes, from conventional systems that indicate in which zone a smoke detector has been activated, to more complex addressable systems which can pinpoint the location of the first affected area. We can also install emergency lighting and provide ongoing monitoring of the system, as well as a regular maintenance programme (see Service section). Conventional control panels Conform to BS EN 54-2 and BS EN 54-4 Available in 3 variants: 2 and 4 zones, 8 and 12 zones, 16 and 24 zones Simple controls for ease of operation and instant identification of the zone affected Addressable control panels Conform to BS EN 54-2 and BS EN loop system with up to 127 devices per loop Each detector has a unique number 2 line text display pinpoints which detector has raised the alarm Two-stage alarm gives continuous alarm in the area affected while intermittent alarm helps to reduce panic in the surrounding area Call points Conform to BS EN Easy to operate, break glass units Flush or surface mounting option Detectors Smoke detectors Comply with BS EN 54 Part 7 Choice of optical and ionization smoke detectors Heat detector available for use in kitchens, boiler rooms, lift motor rooms. Conforms to BS EN 54 Part 5 08

9 Total Housing Solutions Sounders Wide range of products to suit different locations Conform to BS EN 54.3 Adjustable tone frequency and volume control Flush or surface mounting option Circuits wired in 30 minute fire resistant cable System peripherals Magnetic door release units close doors and help prevent fire from spreading Remote indicators for detectors in concealed areas Auxiliary relays open smoke vents or close down boiler controls and gas valves in event of fire Digital dialer sends automatic alarm signal to monitoring centre Case Study McCarthy & Stone s assisted living retirement apartments at Cherrett Court, Ferndown, East Dorset have been equipped with a telecare enabled Communicall Connect system. This also provides residents with integrated door entry and intruder alarm functions, and the scheme s fire alarm system is also linked to Communicall for increased safety and security. McCarthy and Stone has been building excellent retirement properties for over 30 years and our ethos is one of supporting independence and providing security. Tunstall s systems help us to deliver on this promise by offering integrated systems that enable our staff to work more efficiently and flexible technology that can be adapted to suit the individual needs of residents. Denzil Matthew, Group Commercial Director, McCarthy & Stone plc

10 Installations Tunstall s installation process is specifically designed to ensure that we provide a flexible, bespoke and efficient service. The company has a wealth of resources and experience at its disposal, and this, combined with its dedicated project management team, ensures that we offer the highest standards of work. Prior to a project commencing, Tunstall staff work with customers to ensure their requirements are fully understood, and that contracting authorities are fully aware of: product and service capabilities specifications and fitness for purpose in terms of standards and quality requirements service and maintenance requirements relative costs and value for money of alternative solutions supply status, in terms of availability, capacity or delivery Our highly experienced estimating team provides project costings to support value for money evaluation of service and product options. This includes site survey activity where a more detailed or complex deployment has been identified. All projects are subject to rigorous ongoing reviews, both internal and in conjunction with the customer. Materials and resources are allocated to the project as early as possible and milestones set to ensure the project is controlled at every stage. Weekly and monthly reviews are undertaken with all relevant stakeholders. Completing work within agreed timescales is one of our Key Performance Indicators and as such is a measure which is reviewed at Director level on a regular basis. We are happy to share these KPIs with our customers to demonstrate our commitment to continuous improvement throughout all areas of the business. We have a sizeable installation team and are able to allocate appropriate resource to each project to ensure works are completed in accordance with client requirements. We also work with trusted and experienced installation partners. These locally based firms have worked with Tunstall for on average years and are fully trained in installation practices and requirements. All engineers, whether Tunstall employees or those of our subcontractors, are trained to comply with Health & Safety requirements and have proof of occupational competence via the Construction Skills Certification Scheme. They have also been CRB checked and are experienced in working in environments where they may interact with vulnerable people. Viridian Housing and its residents have really benefited from using Tunstall s expertise for this project. It s been a partnership from the start, resulting in a solution that does exactly what we need it to with an efficiently delivered installation programme. Karl Linder, Planning and Investment Manager, Viridian Housing 10

11 Service Tunstall offers a range of service contracts, tailored to meet the client s needs and provide the very best in system repair and maintenance. We can provide individual system contracts or full site contracts covering warden call systems, fire, access control and CCTV. The company s customer service division has: in excess of 230 staff a national service structure of over 160 engineers engineers with an average of over 20 years experience servicing and commissioning emergency alarm call and fire systems. These local field service engineers are backed by a regional management structure, Customer Engineering Group and an operational control centre which is available 24 hrs a day, 365 days a year. All engineers carry a Cognito mobile communication device which in turn provides them with instant access to all the information relevant to each service call. Our fully integrated and automated call handling system produces real time call tracking, which means that by making a phone call to one of our service administrators we can provide you with the true position of a service call. Each engineer is provided with a vehicle which is fully stocked with equipment and tools relevant to the systems in the area covered. Tunstall maintains a UK spares holding in excess of 1 million. Depending upon the service plan, faults can be responded to within 24 hours during normal working hours, and emergency call out options are also available. Tunstall operates a call ahead procedure, which reduces the number of no access calls and gives the site manager or resident assurance that the engineer is progressing the call and provides them with an approximate time of arrival. If there is no management on the site, the relevant monitoring centre will be notified upon the arrival of the engineer. Any equipment returned from customer sites undergoes rigorous diagnostic tests using original manufacturing test equipment to determine the exact problem. Any relevant update available since manufacture date is applied to the product. Any spare parts used by our service engineers have also been subject to a full manufacturing test. We are therefore able to ensure that your life-critical systems are maintained to the highest possible standards so that the possibility of failure and serious incidents are minimised. It is Tunstall s policy to ensure all field service personnel undertake the enhanced CRB check, including a check with the Independent Safeguarding Authority barred lists. The company is governed by Protection of Vulnerable Adults (POVA) and also by audits standards. Tunstall also provides its customers with access to its unique Telehealthcare Support Group (TSG). The only one of its kind in the industry, the team is made up of strategic experts, technical engineers and specialist trainers, which combined with Tunstall's wealth of experience and expertise provides unparalleled practical support to customers facing the challenges of developing mainstream telehealthcare services. In addition to online resources, there is a Customer Help Desk where a trained team is on hand to deal with technical queries quickly and efficiently. Total Housing Solutions Tunstall s service team are excellent, always very responsive and go the extra mile to fix any problems as soon as possible. The engineers I see are always very keen to make sure the residents are reassured and work efficiently and with the minimum of disruption. Having our systems maintained by the manufacturer also has advantages in that we don t have to wait for parts and the engineers are experts at their job. Mary McCallion, Senior Response Officer, Glasgow City Council I would like to thank the two young men who carried out the work in my flat, they were excellent workers and extremely courteous, anxious to please and very informative it was a pleasure to have them in my home. Letter from a resident in a sheltered housing scheme in Kenilworth

12 R&D and Manufacturing Tunstall operations are UK-based and include research and development, product design, manufacturing and test, quality management, supply chain, inventory management and delivery. We employ over 600 staff in the UK, and this capacity means we are uniquely placed to increase supply according to the demands of our customers. The company typically invests 5% of its turnover each year into Research and Development, and this substantial investment sustains its strong heritage of innovation. Customer feedback is continually input to our development process ensuring that our products and services meet both current and emergent needs of customers and users, and we regularly undertake nationwide events, telephone surveys and focus groups to ensure that we understand evolving requirements and can develop our products accordingly. Our product development is focused on next-generation solutions to meet the challenges of a growing population with long term needs, and our technology is designed to further improve the quality of life for users and carers and reduce the pressure on health and social care. Our accreditations Internationally recognised standard for quality management. This recommendation is a guarantee to all customers of the quality of our service and an indication that we are committed to improving our service in the eyes of customers. The scope of the standard includes Design, Manufacture, Installation & Service Emergency Alarm Systems and the maintenance of Fire Detection and Fire Alarm Systems. Tunstall is an approved contractor by the National Inspection Council for Electrical Installation Contracting (NICEIC) Tunstall has Constructionline certification. Tunstall is accredited to CHAS (the Contractors Health and Safety Assessment Scheme). Tunstall is a Member of the Fire Industry Association (FIA). Tunstall is accredited to CHSG (Construction Health & Safety Group) Tunstall is accredited to BAFE in respect of SP203 Fire Detection and Systems Maintenance. ISO 9001 EN to 7 EN EN60950 EN WEEE, RoHS Solid Alarm Standard EMC Immunity Safety Short Range Devices EMC Waste Recycling & Hazardous Substances 12

13 Communicall Quick Reference Guide Communicall Connect Communicall Connect utilises an advanced control unit and speech modules and offers configuration via a web browser or system control panel. Communicall Connect can be installed as part of a new system installation or can be provided as an upgrade to an existing system. It has been specifically developed to enable the complete utilisation of the flexibility of telecare in grouped housing schemes. Speech module The residents' speech module has been designed to complement the home environment and is easy to use and upgrade. It provides high quality two-way speech, and settings can be configured on a per resident basis. Call handling Communicall Connect offers various means of handling calls: - DECT handsets - Mobile - Pagers (unlimited number) - Long-range handsets Web browser The web browser is easy to set up and use, and allows full system configuration of Communicall Connect either locally or remotely (requires broadband which can be provided as part of installation). System control panel The system control panel enables the Communicall Connect system to be configured onsite. Radio triggers can be managed, and status can be switched from onsite/local offsite/remote offsite. Residents can be contacted via their speech modules and outbound calls can be made to schemes. Keystroke access control Can be used as a stand alone product or in combination with door entry systems and allows access to a building or room by holding a small electronic key fob in front of a wall mounted vandal resistant reader. Remote release key safe If a scheme is being monitored remotely, alarm calls may require means of accessing a master key to enable access to a resident's dwelling. The remote release key safe can hold the master key securely and be opened by the monitoring centre when required. Call panel Provides a means for visitors to call the scheme manager from an external point. It may also be used as a call point from a lift. Door panel Features high quality speech, audio and visual prompts, dedicated trades button, request to open and fireman switch inputs Door entry A range of DDA compliant door entry systems are available to suit the needs of each scheme. Including TV video interface. 13

14 Telecare Quick Reference Guide Lifeline home unit range Tunstall Lifeline home units can be used to raise an alarm call from anywhere in the home by pressing a personal radio trigger or the red button on the unit. This call can be received by a monitoring centre or directed to a mobile phone or pager. The unit will also raise an alert if activated by a telecare sensor, via wireless or wired link to the home unit. See below for details of some of the sensors available. MyAmie MyAmie is a discreet personal radio trigger operating on the dedicated 869MHz European Social Alarm frequency, which allows the user to raise an alarm call from a distance of up to 50 metres from the home unit. MyAmie has a number of wearing options, including neck cord, wide or narrow wrist strap, belt clip or on a key ring. Bed/chair occupancy sensor Provides an early warning by alerting that the user has left their bed/chair and not returned within a predetermined time period. GSM module The GSM module enables the Lifeline home units to be installed where there is no telephone landline available. Flood detector The flood detector is an unobtrusive wireless sensor that can provide early warning of flood situations. Placed under sinks, basins or baths if the unit senses water it will emit an audible alarm and also raise a call at the monitoring centre. Gas detector The mains powered natural gas and LPG detector provides an alert to the danger of gas leaks. 14

15 Total Housing Solutions Heat detector The wireless heat detector provides additional protection against the risk of fires in rooms where smoke detectors are unsuitable e.g. kitchens. Temperature extremes sensor The temperature extremes sensor monitors for excessively high and low temperatures and a rapid rate of rise in temperature. It is typically installed on the ceiling or wall in the kitchen, and four versions are available with different high temperature alert settings. CO detector The wireless battery operated carbon monoxide detector provides an immediate alert when dangerous CO emissions have been detected due to a blocked flue or fault in a fuel burning appliance. Smoke detector Tunstall smoke detectors provide increased reassurance by raising an alarm call at the monitoring centre while also activating a local audible alarm. Passive infra-red detector The PIR is a wireless movement detector that can be used for both intruder and inactivity monitoring. Property exit sensor The property exit sensor provides real time alerts when a service user has walked out of their door and not returned so that carers can ensure their welfare. 15

16 About Tunstall Tunstall Healthcare Group is the world s leading provider of telehealthcare solutions, operating in over 30 countries. Established in 1957, we support over 2.5 million people throughout the globe. Tunstall's telehealthcare solutions play a pivotal role in supporting older people and those with long-term needs to live independently, by effectively enabling the management of their health, wellbeing and safety. Our philosophy Tunstall s philosophy is simple to protect, support and care for people, by providing healthcare technology and services that enable anyone in a situation requiring support and reassurance, such as older people or those with long term needs, to lead an independent life. Our products and services Tunstall s community alarm and telecare services are the most widely used in the world, providing customers with products that ensure service users can live in safe environments and their changing needs can be met for years to come. Tunstall offers a truly end to end solution, encompassing software and hardware development; world-leading manufacturing and technical standards; unsurpassed installation and customer service and uninterrupted monitoring solutions. For more information on how telehealthcare can improve quality of life for people in your community visit or call Our policy of continual development means that product specification and appearance may change without notice. Tunstall does not accept responsibility for any errors and omissions contained within this document. This document should not be relied upon for product details, and reference should be made to current specifications and data sheets 2011 Tunstall Group Ltd. TUNSTALL, LIFELINE, COMMUNICALL and MYAMIE are registered trademarks. Tunstall Healthcare (UK) Ltd, Whitley Lodge, Whitley Bridge, Yorkshire DN14 0HR Tel: Fax: enquiries@tunstall.co.uk 998/6/11