About us

Helpline is part of Colchester Amphora Trading Ltd (CATL), a company established and wholly owned by Colchester Borough Council.

All profits are reinvested to support the delivery of Council services to the borough’s residents.

Over 3,500 customers across the borough and north Essex rely on Helpline’s emergency alarm, response and monitoring service. The 24 hours-a-day, 365 days-a-year service responds to and lifts hundreds of residents each month, enabling people to stay at home while relieving pressures on Emergency Services.


Our Team

We are proud of our 45-strong team which an experienced team of responders providing an immediate response to our customers throughout the 24/7 period. All are trained in first aid skills, safeguarding and manual handling.


Our Fleet

In 2022 Helpline invested in a new fleet of four response cars. These fuel-efficient, hybrid cars are fully branded to reassure customers of our presence and improve the safety and efficiency of our staff.  


Supporting our Emergency Services

The Helpline team work closely with the East of England Ambulance Service to pick up non-injured fallers following clinical triaging by EEAST with the aim of easing the pressures on NHS frontline staff. On average, we arrive with the patient within 45 minutes following referral from ambulance service.


Support in Times of Crisis

Since the UK entered lockdown on 23 March 2020, over 900 home visits have been made to older and vulnerable people living in Colchester and North Essex, who called for emergency assistance from Colchester’s Helpline team, predominantly after experiencing a fall in the home.

In total, the Helpline team responds to an average 60,000 alarm activations each year; this results in an average of 3,000 physical visits made by our teams.


Our Partners

Helpline works in partnership with other community and healthcare providers in the region, including Colchester Borough council, Colchester Borough Homes and the East of England Ambulance Service.

Call us on

01206 769779

Our friendly team is available to answer all your questions

Call us on

01206 769779

Our friendly team is available to answer all your questions