You’ve decided smart home technology might help your elderly parent. Now comes the hard part: choosing a provider. The market is crowded, the terminology is confusing, and every company claims to offer the best solution.
This guide helps you cut through the noise. We’ve listed the questions you should ask any provider before committing, what good answers look like, and the red flags that suggest you should look elsewhere.
Use this as a checklist when you’re evaluating options.
Key Takeaways
- Understanding your specific needs before talking to providers prevents being sold what you don’t need
- Ask about what happens when things go wrong, not just when everything works perfectly
- Privacy and data practices vary significantly between providers; ask specific questions
- Look for ongoing support, not just initial installation
- Red flags include pressure tactics, vague answers, and promises that sound too good
Before you talk to providers: understand your needs
The best questions come from understanding what you’re actually looking for. Before contacting providers, think through:
What are you worried about?
Different concerns lead to different solutions:
- Falls: Motion sensors, activity monitoring, fall detection
- Wandering: Door sensors, GPS tracking, time-based alerts
- Forgetting things: Reminders, appliance safety, routine monitoring
- Loneliness: Communication tools, photo sharing, video calling
- General safety: Comprehensive monitoring, temperature sensors, emergency response
What does your parent need help with?
Be specific:
- Remembering medication?
- Getting up safely at night?
- Knowing when visitors arrive?
- Staying in touch with family?
- Feeling safe when alone?
What will your parent accept?
Some people embrace technology; others resist it. Some accept visible devices; others want everything hidden. Some welcome monitoring; others feel watched. Knowing your parent’s likely reactions helps you choose appropriate solutions.
What’s your budget?
Costs vary significantly. Knowing your limits prevents wasting time on options you can’t afford and helps you compare like with like.
Our needs assessment walks through these questions systematically if you want a structured approach.
Questions about the technology
What does the basic package include?
Ask for specifics, not marketing language. Exactly which sensors? How many of each? What does the hub do? What’s included versus extra?
Good answer: “The starter package includes four motion sensors for the hallway, kitchen, living room, and bathroom; one door sensor for the front door; temperature monitoring; and the hub that connects everything. We can add more sensors based on your specific needs.”
Red flag: Vague descriptions, bundled packages where you can’t see what’s included, reluctance to itemise components.
How does the system detect problems?
Understanding the logic helps you assess whether it will work for your parent’s situation.
Good answer: “The system learns normal activity patterns over the first two weeks. It then alerts when something deviates significantly. For example, if your mum usually gets up by 8am and there’s no movement by 10am, you’ll receive an alert. You can customise these thresholds based on her actual routine.”
Red flag: Overly simplistic explanations (“the sensors just know”), inability to explain the technology in plain terms, claims of “100% detection.”
Will this work with my parent’s existing home setup?
Older homes sometimes present challenges. Thick walls can block wireless signals. Limited electrical sockets affect sensor placement. Poor broadband affects connectivity.
Good answer: “We’ll assess the property before installation. Most homes work fine, but we’ll check Wi-Fi signal strength, identify the best sensor locations, and address any specific challenges. If there are issues, we’ll tell you before you commit.”
Red flag: “It works everywhere” without qualification, no mention of assessment, dismissing your concerns about specific home features.
What happens if the internet goes down or there’s a power cut?
Resilience matters. Your parent shouldn’t be unprotected during technical failures.
Good answer: “The hub has battery backup for up to eight hours. Sensors store data locally and upload when connection returns. For true emergencies, we recommend combining our system with a mobile pendant alarm that works independently of home internet.”
Red flag: No backup plan, assumption that internet never fails, hand-waving about “cloud reliability.”
Questions about installation and setup
Who installs the system?
DIY installation saves money but creates risks. Guided setup support ensures everything works correctly without the high cost of on-site visits.
Good answer: “We provide pre-configured devices and guide you through placement via video call. Our team assesses your parent’s home remotely, helps position sensors for best coverage, tests everything with you, and explains how it works. Setup typically takes 30-60 minutes with our support.”
Red flag: Instructions to “just follow the YouTube video,” expectation that elderly customers will self-install complex equipment with no live support, no option for guided setup assistance.
How long does installation take?
This affects your parent’s day and your ability to be present if wanted.
Good answer: “Typically two to three hours for a standard installation. We’ll arrange a time that suits you and your parent. You’re welcome to be present but it’s not required.”
Red flag: “Just a few minutes” for comprehensive systems (suggests inadequate setup), inability to give even approximate timeframes.
What training is provided?
Your parent and you need to understand the system.
Good answer: “The installer demonstrates everything during setup. We leave a simple guide with the key information. You can call our support line anytime with questions. We also offer a follow-up call two weeks after installation to check everything is working and address any issues.”
Red flag: No mention of training, expectation that users will figure it out, reluctance to provide documentation.
Questions about ongoing support
What support is available after installation?
Things will go wrong. Sensors stop working. Settings need adjusting. Questions arise. How will you get help?
Good answer: “Our support line is available seven days a week from 8am to 8pm. You can call, email, or use the chat in the app. For technical issues, we can often diagnose remotely. If hardware needs replacing, we’ll send a replacement or technician within 48 hours.”
Red flag: Support only available by email with no timeframe for responses, premium-rate phone lines, charges for basic support.
Is there ongoing monitoring or just self-monitoring?
Some systems send alerts to you; others send alerts to professional monitoring centres; some offer both.
Good answer: “You can choose family-only monitoring where alerts come to your phone, or add professional monitoring where our centre responds to alerts 24/7. Professional monitoring costs £X extra monthly. Many families start with family monitoring and add professional cover later if needed.”
Red flag: Only one option with no flexibility, unclear about who responds to alerts, vague about monitoring centre capabilities.
What happens if something stops working?
Hardware fails sometimes. Understanding the warranty and replacement process matters.
Good answer: “All equipment is covered by a two-year warranty. If something fails, contact support and we’ll troubleshoot remotely first. If the hardware is faulty, we’ll send a replacement within 48 hours at no charge. After the warranty period, replacement sensors cost £X each.”
Red flag: Short warranty periods, charges for replacement of faulty equipment, long delays for repairs.
How are software updates handled?
Systems improve over time. Updates should happen automatically without requiring action from your parent.
Good answer: “Software updates happen automatically overnight. Your parent doesn’t need to do anything. Updates improve features and security. We’ll email you about significant changes so you know what’s new.”
Red flag: Manual updates required, no mention of ongoing development, vague about update process.
Questions about privacy and data
What data does the system collect?
You should know exactly what information is gathered about your parent’s life.
Good answer: “We collect motion data from sensors (presence detected in room X at time Y), door open/close events with timestamps, temperature readings, and alert history. We don’t collect video, audio, or any data about what your parent is doing beyond presence and movement patterns.”
Red flag: Vague answers, inability to specify what’s collected, reluctance to discuss data practices.
Where is data stored and who can access it?
Data security matters, especially for vulnerable people.
Good answer: “Data is stored on secure UK servers compliant with GDPR. Only authorised family members you designate can view activity data through the app. Our support staff can access data only when troubleshooting with your permission. We never share data with third parties for marketing.”
Red flag: Data stored outside the UK with unclear legal protections, vague about who can access, mention of “partners” who might receive data.
Can my parent control what’s shared?
Your parent should have agency over their own information.
Good answer: “Your parent can pause monitoring at any time through the display or by asking our support team. They can see what data is being collected. If they want to remove a sensor from a particular room, we respect that choice.”
Red flag: No ability to pause monitoring, data collection that can’t be modified, treating your parent as the subject of monitoring rather than a user of the system.
What happens to data if we cancel?
Understanding data retention helps you protect your parent’s privacy.
Good answer: “If you cancel, we delete all activity data within 30 days. We retain only basic account information as required for our records. You can request complete deletion if preferred.”
Red flag: Indefinite data retention, vague policies, inability to answer the question clearly.
The TSA (TEC Services Association) provides guidance on what to expect from technology-enabled care providers.
Questions about costs
What’s the total cost? Monthly and upfront?
Get clear numbers, not ranges or estimates.
Good answer: “Equipment costs £X upfront. Installation costs £Y. Monthly monitoring is £Z. There are no other fees. Here’s a breakdown of exactly what’s included in each.”
Red flag: Reluctance to give specific figures, hidden fees that emerge later, “starting from” prices that always seem to be higher.
Are there any hidden fees?
Ask specifically about things that might cost extra.
Good answer: “There are no hidden fees. The only additional costs would be if you choose to add extra sensors later (£X each) or upgrade to professional monitoring (£Y per month). Everything else is included.”
Red flag: Long list of potential add-ons, vague mentions of “optional extras” that turn out to be necessary, separate charges for support.
What’s the contract length and cancellation policy?
Flexibility matters, especially when your parent’s situation might change.
Good answer: “Our standard contract is monthly rolling with 30 days notice to cancel. We also offer 12-month contracts at a reduced rate if you prefer. No cancellation fees either way.”
Red flag: Long minimum contract periods, hefty cancellation fees, automatic renewal without clear notice.
Is there a trial period?
You won’t know if the system works for your family until you try it.
Good answer: “We offer a 30-day trial. If it’s not right for you, return the equipment for a full refund of hardware costs. You pay only for the time you’ve used.”
Red flag: No trial option, non-refundable upfront costs, short trial periods that don’t allow proper evaluation.
Questions about reliability
What’s your uptime record?
Systems need to work reliably, not just most of the time.
Good answer: “Our system uptime is 99.7% over the past year. The few outages we’ve had were resolved within four hours. During any outage, we notify all users and provide status updates.”
Red flag: No data on reliability, dismissing the question as unimportant, blaming internet providers for all problems.
What happens if your company has problems?
Small companies can fail. What happens to your parent’s system?
Good answer: “We’ve been operating for X years and are financially stable. Our systems use standard protocols, so sensors would continue working with other hubs if needed. Customer data is portable; you can export your activity history anytime.”
Red flag: Deflecting questions about company stability, proprietary technology that only works with their systems, no data portability.
Red flags to watch for
Beyond specific questions, watch for these warning signs:
Pressure tactics
“This price is only available today.” “I can offer you a special deal if you sign now.” “Other customers have snapped this up.” High-pressure sales suggest a company that doesn’t trust its product to sell on merits.
Dismissing your concerns
“You don’t need to worry about that.” “Nobody ever asks that.” “That’s not really an issue.” A good provider addresses concerns directly rather than minimising them.
Too good to be true
“Our system prevents all falls.” “100% guaranteed peace of mind.” “No elderly person has ever had a problem.” Overblown claims suggest either dishonesty or lack of understanding about what technology can actually do.
Reluctance to provide references
“Our customers prefer to stay private.” “We can’t share details due to data protection.” GDPR doesn’t prevent testimonials or references with permission. Reluctance to provide any evidence of satisfied customers is concerning.
Poor communication
Slow responses to enquiries, difficulty reaching a real person, unclear answers to straightforward questions. If communication is this hard before you’re a customer, imagine how hard it’ll be when you have a problem.
Technical jargon without explanation
Good providers explain things in plain English. If someone can’t explain how their product works in terms you understand, they either don’t understand it themselves or don’t respect you enough to try.
What good looks like
A provider you can trust typically demonstrates:
Clear, honest communication
They answer questions directly. They acknowledge limitations. They explain things in language you understand. They don’t promise more than they can deliver.
Focus on your needs
They ask about your situation before recommending solutions. They don’t push the most expensive option. They explain why specific features would or wouldn’t help your parent.
Transparent pricing
You know exactly what you’ll pay, including all fees, for as long as you’re a customer. No surprises.
Robust support
Multiple ways to get help. Reasonable response times. Real people who can solve problems. Support included in the price, not charged extra.
Respect for your parent
They talk about supporting independence, not surveillance. They emphasise consent and dignity. They design products for elderly people, not just about elderly people.
Track record
They’ve been operating for a reasonable time. They can provide evidence of satisfied customers. They’re willing to answer questions about their business.
Frequently asked questions
How many providers should I compare?
Three to five is usually enough. Fewer and you might miss better options; more becomes overwhelming. Start with providers specifically focused on elderly care rather than general smart home companies.
Should I get quotes in writing?
Absolutely. Verbal quotes can change. Written quotes provide clarity and protection. Ask for itemised quotes showing exactly what’s included in the price.
Is it better to buy equipment or rent it?
Buying makes sense if you expect to use the system long-term. Renting (equipment included in monthly fee) makes sense if you’re uncertain or if the situation might change. Ask about both options and compare total costs over different timeframes.
Should my parent be involved in choosing a provider?
Ideally, yes. They’re the one living with the system. Their input improves both the choice and their willingness to accept the technology. If they can’t be involved in detailed comparisons, at least include them in final discussions.
What if providers give contradictory information?
Ask each provider to clarify their specific claims. “Provider X told me your approach to [topic] is problematic. Can you explain your approach?” This reveals both the truth and how providers handle questions about competitors. Good providers address concerns factually rather than attacking competitors.
Making your decision
After gathering information, compare providers across:
- Fit with needs: Does the solution actually address your concerns?
- Cost: What’s the total over time, not just upfront?
- Support: Will help be available when you need it?
- Trust: Do you believe what they’ve told you?
- Flexibility: Can the system adapt as needs change?
The cheapest option isn’t always best. Neither is the most expensive. The best option is the one that fits your specific situation and comes from a provider you trust to support you over time.
We’re happy to answer your questions
If you’re evaluating options and have questions for us, we’re happy to answer them directly. No pressure, no obligation. We’d rather you choose the right solution for your family, whether that’s us or someone else, than make a decision you regret.
Book a free consultation to discuss your needs and ask your questions.
Which? provides independent reviews of care services. Age UK offers guidance on arranging care support of all kinds.
