Careline users in Ealing have reported feeling safe and supported following the transfer of the service from Ealing Council to Harrow Council, despite concerns about how the change was communicated, according to a new report by Healthwatch Ealing.
During the 2024–25 financial year, responsibility for Ealing’s Careline service moved from Ealing Council to Harrow Council, raising concerns about how the service would be run. Healthwatch Ealing undertook a study after residents raised questions about how the change might affect a service used by older and vulnerable people.
The independent watchdog spoke with 22 Careline service users and carers, as well as four frontline staff, and met with senior managers from both councils. The report found that 86% of respondents said the service helped them feel safe and independent, with several saying they would struggle to continue living at home without it. One service user said: “If not for Careline, I might not be able to live on my own anymore.”
The transition itself appeared to cause few practical problems. Only one respondent reported operational issues, relating to equipment collection and payments. Most users said they noticed little or no change in the service, and some felt it had improved over the past year.
However, communication about the transfer was a significant concern. Several service users said they were unaware the change was taking place until after it had already happened. While this did not appear to affect the quality of the service, respondents said earlier and clearer communication would have been reassuring.
The report also highlighted low awareness of Careline across the borough. Many residents spoken to at community events had never heard of the service, despite being eligible or likely to benefit from it. Healthwatch Ealing recommended a targeted awareness campaign through GP practices, pharmacies, libraries, housing providers and voluntary organisations.
Frontline staff described the role as fast-paced and demanding but said they valued supporting residents. One admin officer said: “It is very important that we leave no one behind.” The report recommended improved promotion of wellbeing and mental health support available to staff.
Healthwatch Ealing said the findings showed a service that works well for users, but one where communication and public awareness need strengthening.
Speaking to EALING.NEWS previously, an Ealing Council spokesperson said: “Ensuring that residents continue to receive the care they need is a top priority for us. We made the difficult decision to transfer Careline to Harrow because of concerns about the council’s ability to deliver the service to the standards our residents deserve and expect.
“Residents in receipt of adult social care continue to receive telecare telephone monitoring services via the Harrow Careline service, and we are considering commissioning an improved in-person responder service to supplement the Harrow Careline offer.”
They added: “We continue to talk with and listen to residents in sheltered accommodation about the changes and we are providing support to help them choose and arrange telecare services with alternative providers. Where appropriate, residents are also being referred to social care for assessments.
“Ealing Careline was also heavily subsidised by the council and needed significant additional investment for it to be modernised and fit for purpose. Given the significant pressures on council budgets, we simply could not afford to do this, but we have made arrangements so that all residents continue to receive the support they need.”
