Link and Bield Response 24 partnership offers customers enhanced digital service

(l-r) Jane Ferri (Corporate Governance Officer, Link Group), Elaine O’Hanlon (Tenancy Sustainment and Support Manager, Link Housing Association), David Mackenzie, (Managing Director of Link Housing Association), Gary Baillie (Head of BR24 and Assistive Technology Development, Bield), Karen Todd (BR24 Team Leader, Bield)

Link, one of Scotland’s largest housing and support services organisations, has completed a competitive tendering process to appoint a fully digital alarm receiving centre.

David Mackenzie, Link Housing Association’s Managing Director, said: “Working with Bield Response 24 will enable us to offer customers an enhanced digital service. One of the objectives of our housing strategy, Link Together, is to use technology to improve services. Our partnership with Bield Response 24 fits in with this perfectly.”

Elaine O’Hanlon, Link Housing Association’s Tenancy Sustainment and Support Manager, said: “The partnership with Bield Response 24 will immediately benefit customers as their involvement with Link also includes provision of out-of-hours repairs systems. Customers will see an immediate benefit from the new contract with Bield Response 24 as they also provide Link with out-of-hours repairs services, reducing the need for customers to contact multiple providers. Link strives to be as innovative as possible, offering our customers the best possible service. Moving to a digital Alarm Receiving Centre is excellent evidence of this approach.”

Bield Response 24 is a TSA (Telecare Services Association) accredited contact centre. The Alarm Receiving Centre (ARC) is a facility that monitors and responds to alarms raised by customers. ARCs play a critical role in ensuring rapid response to emergencies, providing peace of mind for our customers. Link customers transferring to the new service met staff from Bield Response 24 during a series of roadshows throughout July. These events were well attended, and the feedback was very encouraging.

Jane Ferri, Link Group’s Corporate Governance Officer, added: “It is good to see the procurement journey reach its final destination with the go-live launch today which sees Link and Bield Response 24 broaden their partnership to create a safer, more connected, and inclusive environment for all our customers.”

Maureen Richardson, Link’s Digital Transformation Officer, commented: “Customers reported increased confidence with the availability of a 7-day check-in service. The move to a fully digital Alarm Receiving Centre means Link can move forward with an ambitious programme to existing analogue systems with digital dispersed alarms across our Retirement Plus developments.”

Gary Baille, Head of BR24 and Assistive Technology Development at Bield, said: “This new contract marks a significant step forward in our commitment to delivering high-quality, responsive services that meet the evolving needs of tenants and communities.

“We believe that strong partnerships are crucial in meeting our goals and this strengthened relationship with Link is a testament to our shared values of creating a safer, more connected, and inclusive environment for all our customers.

“Together we remain dedicated to our vision of supporting people to live independently and with dignity in their own homes, and this new partnership is a significant milestone in achieving that vision."

Steph Elliot, TECH Lead for the Scottish Federation of Housing Associations (SFHA), said: “This is great example of how our members are constantly innovating to improve the lives of tenants. There are real opportunities to use digital technology in homes to avoid the need for more formal health and social care support further down the line, so this is a vital piece of work.”

Sara Redmond, Chief Officer at the Health and Social Care Alliance Scotland (the ALLIANCE), said: “The new digital alarm service offered through Link and Bield’s partnership is a positive and significant step towards independent living, empowering people to continue to live with the right support in their homes for longer.

This new digital system ensures quick emergency responses, exemplifying a commitment to enhancing person-centred support and quality of life. The technology reflects a broader trend of using innovation to enhance support services and prioritise safety, independence, and wellbeing for those who need it the most.”

David Brown, The Digital Office’s Business Relationship Manager, said: “We are delighted to support the collaborative efforts between Bield and Link Housing on the deployment of a digital alarm receiving centre solution. This partnership exemplifies our commitment to working together to enhance the safety and wellbeing of our communities through the deployment of innovative digital solutions. Moreover, we believe that innovation is now firmly on the horizon for both organisations and deployment of a digital ARC, and a digital-first approach will unlock many future benefits for their customers and staff."