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Sanctuary365 celebrates national accreditation for best practice

11 May 2022

The Chester-based service has received full accreditation from the Telecare Services Association (TSA), the national standards body for technology-related care and support services.

Sanctuary staff Phillip Chadwick, Helen Hughes, Sarah McLoughlin, David Hughes

During a rigorous accreditation process for the prestigious industry certification, a TSA auditor scrutinised operational practices and spoke at length with the management team, staff and customers, to make the assessment.

Sanctuary365’s technology enabled living services and products are critical to the safety, health, and wellbeing of vulnerable people. The technology and 24-hour, 365-day support enables vulnerable people to live as independently as possible. Having successfully proved its dedication to excellence in all areas, Sanctuary365 has been awarded the highest possible ‘green status’ for the next three years.

17,000 people across England are supported by Sanctuary365. As well as serving private customers, the team responds and monitors warden call systems for Sanctuary’s Housing, Homeownership, Retirement Living and Supported Living services, provides a response and monitoring service for Sanctuary’s 1,700 lone workers, and an out of hours support service to Sanctuary’s supported living residents.

Sanctuary365 were found to be compliant with all ten modules of the TSA assessment and exceeded expectations on four areas of sector best practise, which included its approach to business continuity planning, personalisation of service, fire guidance and use of data and analysis.

The dedicated team rose to the challenges of the pandemic, picking up an impressive 162,957 calls last year, with 98.8% of critical alarm calls answered within 60 seconds. They’re over the moon to have achieved the highest possible accreditation, with no service improvement recommendations.

Helen Hughes, Sanctuary365 Manager, said: “I’m incredibly proud of the whole team for their hard work in providing a reliable service, and keeping customers safe. The assessment came at a time when we were struggling with our highest period of Covid absence and whilst the pandemic has posed exceptional challenges, we’re proud that we’ve continued to deliver a vital lifeline.”

Kelly Miller, Head of Assistive Technology and Programmes added: “Everyone has worked extremely hard to maintain excellence, ensuring that best practice remains at the forefront of service delivery. To have no improvement needs, and the highest number of sector best practises we’ve ever received in an audit – especially during a pandemic – is phenomenal.”

For more information about Sanctuary365 services and how they can support you or your loved ones with technology enabled living solutions, visit

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