NEL (North East Lincolnshire) Carelink has over 3000 customers we support throughout North East Lincolnshire and the surrounding area.

In 2020 we dealt with 136,000 calls from our customers and their support team and we made 60,000 calls to help solve their problems.

Of these calls, over 10,000 required us to contact services to provide specific support for those people we monitor, made up of:

· 731 required an ambulance.

· 221 calls were made to GPs.

· 2190 made to Adult Social Care for help.

· 7636 calls were made to carers and named contacts.

We typically visit homes to install between 600-700 units a year.

Our core mission it to ensure our customers concerns are answered promptly and they get the help they need as soon as possible. We exceed the regulator (TSA’s) target in answering calls promptly. In 2020 we achieved:

· 98.97% calls answered within 60 seconds – the TSA target is 98.5%

· 99.93% calls answered within 180 seconds –  the TSA target is 99%