Council leaders have given the green light for a merger of Tendring Careline with Colchester’s Helpline service, establishing a unified 24/7 telecare, response, and lifting service for residents across North East Essex.

Tendring District Council (TDC) launched its well-regarded Careline service 40 years ago to assist older and vulnerable residents at home with technology such as fall bracelets, ensuring swift response and aid in case of falls.

Recently, however, the council-run service has faced increasing competition from private companies offering similar services.

The future of Careline underwent a year-long review, followed by a consultation last summer with customers, residents, and other stakeholders on various options.

These included potentially discontinuing the service and helping customers find alternative providers.

But in November, the council’s Cabinet delayed the final decision on Careline’s future to further consider consultation feedback and explore different options, including proposals from Colchester City Council (CCC) and its Helpline service, as well as other third parties interested in taking over the Careline service.

On Friday, 21 February, TDC’s Cabinet approved proposals to transfer Careline users and staff to the Helpline service, managed by CCC’s arms-length company Amphora, which will expand to serve the entire North East Essex area.

Councillor Gina Placey, TDC’s Cabinet Member for Partnerships, said: "I’m delighted to announce that my Cabinet colleagues and I have approved the proposal to push ahead with plans for a combined and expanded telecare, response, and lifting service covering Colchester and Tendring.

“Careline has been an important service for nearly 40 years, and residents want a service to continue.

“With changes in the telecare industry and increased competition, merging services with Colchester is the best option

“This ensures no disruption to the service or changes to customers' terms.

“I thank our dedicated staff and Careline customers for their patience and look forward to a smooth transition with Colchester Helpline."

TDC’s Cabinet heard that an expanded Colchester Helpline service is best positioned to provide a long-term solution that aligns with the goals of the North East Essex Health and Wellbeing Alliance, of which TDC is a partner, while it also aligns with potential local government reorganisation proposals, which by 2028 could see Tendring, Colchester, and other councils across Essex merge to form larger unitary authorities.

The Cabinet’s support is contingent on Colchester Helpline guaranteeing service coverage across Tendring, maintaining fast response times, and transferring existing staff to the expanded service under their current terms and conditions.

This decision sets the stage for a detailed transition plan, which will also see TDC’s Out-of-Hours, CCTV services, and monitoring for the council’s sheltered housing schemes transferred to Colchester Helpline.

Councillor David King, Leader of Colchester City Council, said: “I am delighted that we can move forward with this partnership, which brings together the strengths of both Tendring Careline and Colchester’s Helpline 24/7 to create a unified, high-quality service for residents across North East Essex.

“This merger not only preserves the legacy of both services but also enhances them through a modern, digitally led approach that meets the evolving needs of our communities.

“We are particularly proud that Colchester Amphora has been instrumental in driving this initiative forward and will play a key role in delivering the expanded service.

“Working together with Tendring District Council, Amphora is committed to delivering a seamless transition that ensures continued excellent care and support for customers, while also providing value for money and securing a sustainable future for the service.

“This collaboration reflects our shared vision for a connected and resilient North East Essex and demonstrates the power of partnership in delivering the best outcomes for our communities.”

The merger of the Colchester and Tendring services will occur within the 2025/6 financial year, with the current Careline service remaining active 24/7 throughout the transition period.

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