Frequently Asked Questions

Have a query about the service, these are our most frequently asked questions

How do I pay for this service2021-11-24T12:47:01+00:00

We give you the opportunity to test and try, and offer you a three week cooling off period before we send you an invoice.

You have the option to pay

  • direct debit. Orders can also be completed by our installers after your initial product demonstration.  You will be invoiced 3 weeks after installation, should you decide to keep the equipment
  • by cash. You can make payment at any outlet displaying the Pay Point or Post Office sign by using the bar code on your invoice. If you are making a payment of more than £200 we suggest you use a Post Office as their transaction limits are higher
  • by cheque. Cheques should be made payable to Folkestone & Hythe District Council. Please do not send cash. Please write your name, address and invoice reference reference number on the back of your cheque and send to Lifeline365, Folkestone & Hythe District Council, Civic Centre, Castle Hill Avenue, Folkestone, CT20 2QY
How do I contact you2024-02-05T15:49:33+00:00
  • By email  lifeline365@folkestone-hythe.gov.uk
  • Call our Lifeline365 Control Centre on telephone number 0300 003 0248, available 24/7
  • Or write to us at Lifeline365, Folkestone & Hythe District Council, Civic Centre, Castle Hill Avenue, Folkestone, CT20 2QY.
How do I update my direct debit details2024-02-05T15:49:19+00:00

Should you need to update your bank details? Please contact us on 0300 003 0248 so that we may send out a new direct debit mandate for you to complete.

I’m having problems with my equipment2024-02-05T15:49:10+00:00

If you have having a technical problem with any of your equipment, press your pendant or the alarm button on your Lifeline unit to report it to an operator.

Alternatively phone us on 0300 003 0248

My keyholder/key safe details have change2024-02-05T15:49:00+00:00

Please contact one of our operators by pressing the red button on your pendant. Alternatively, telephone 0300 003 0248 or email lifeline365@folkestone-hythe.gov.uk

Tell us about the service2023-02-01T09:15:55+00:00

You can make a complaint, give us a compliment or provide feedback at

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