Dr Thomas Dodd, Director of Strategic Engagement at Tunstall UK
A year from now, the analogue to digital switchover is expected to be complete: telecare services will need to operate on modern, all-IP networks; remaining analogue telecare hubs will need to be replaced.
For housing providers supporting vulnerable residents, this transition can understandably feel daunting. Much has been written about the risks of the switchover, and concerns about continuity of service and resident safety are entirely legitimate.
Focusing solely on risk misses a bigger point. The analogue switch-off is not just a technical deadline; it is an opportunity for housing to modernise how it thinks about safety, resilience and connected care. With the right preparation, collaboration and planning, switchover can become a catalyst for safe, resilient and increasingly person-centred services.
The journey so far
The withdrawal of analogue telephony services has been underway since 2018, driven by telecoms providers upgrading national infrastructure. The Government’s Telecare National Action Plan helped to reset priorities, making resident safety the central concern and setting expectations around resilience, for example during power outages.
Housing providers were rightly identified as critical players in the transition, but they were not given a clear, practical roadmap. Data on who uses telecare remains inconsistent. Accountability is spread thinly across telecoms operators, landlords, device manufacturers and commissioners. In many organisations, responsibility for the switchover does not sit cleanly with any one team.
The result is uncertainty, not because housing providers are unwilling to act, but because the system around them is fragmented.
The real risk is not the technology
The biggest danger in the switchover is not digital technology itself. Modern IP-based telecare is proven, resilient and increasingly sophisticated. The real risk lies in delay, ambiguity and last-minute decision-making.
Without clear audits of who relies on telecare, some residents will inevitably be missed. Without clear testing regimes, assumptions will be made about device compatibility that may not hold true in real-world conditions. Without agreed approaches to power resilience, providers will find themselves exposed when outages occur.
Smaller providers face particular challenges. Alms houses and supported housing schemes often operate with limited budgets, ageing infrastructure and systems embedded into buildings in ways that make replacement complex. For many, the switchover feels like an unfunded mandate landing awkwardly between asset management, compliance and housing management functions.
These pressures are real, but not a reason for inaction. The choice for housing leaders is between a compliance exercise, or a deliberate step towards safer, more resilient services. At Tunstall, we recognise these realities. That is why we are developing new approaches that simplify upgrades, spread costs more effectively and minimise disruption for residents and providers alike.
Practical steps to take the fear out of the switchover
The most successful transitions are those where housing providers and telecare partners work together early, focusing on risk mitigation and shared understanding of digital solutions. There are six practical actions housing leaders can take now.
- Audit and flag at-risk users
Ensure that every telecare user within your housing stock is identified and appropriately flagged with communications providers. This is the foundation of a safe and orderly migration. Providers in rural areas may face additional connectivity challenges, although ongoing expansion of 4G and 5G coverage is helping to reduce these risks. - Integrate upgrades into planning cycles
The switchover should be embedded within existing maintenance, asset management and budget cycles. Early planning reduces last-minute pressure and helps control costs. Where appropriate, device-agnostic approaches, including consumer-grade sensors, can lower costs and reduce stigma, making technology feel more accessible and less intrusive for residents. - Demand end-to-end testing
Housing providers should expect clear evidence that telecare devices work reliably with the specific digital solutions being installed. This includes testing during simulated power and connectivity outages. Generic assurances are not enough; robust, scenario-based testing should be the standard. - Plan for power resilience
Work with telecare partners to agree appropriate backup power arrangements for vulnerable residents. Responsibilities for support, maintenance and replacement should be clearly defined and reflected in contracts. - Establish clear escalation pathways
Put transparent incident reporting and escalation processes in place, particularly where multiple providers operate across different housing sites. Residents and providers alike need clarity on how issues will be resolved, and where accountability sits. - Prepare for non-voluntary migrations
Engage with telecoms providers to understand when and how non-voluntary migrations may occur. Clear safeguards should be agreed to ensure vulnerable residents are not transitioned without appropriate protections in place.
Turning risk into opportunity
The analogue switch-off is no longer a distant future challenge. It is happening now, and it requires decisive, coordinated action. While the risks are real, so too is the opportunity.
Handled well, the switchover can enable a more preventative, neighbourhood-based and person-centred approach to care. By working collaboratively across housing, telecoms and telecare, and by drawing on the practical support and innovation already available, the sector can ensure that no resident is left behind.
At Tunstall, we are actively supporting housing providers through this transition by simplifying upgrade pathways, sharing best practice and preparing solutions that underpin resilient, connected care systems for the future. The focus now must be on action, and we welcome conversations with housing leaders who want to move forward with confidence.
Done right, the switchover is far more than a technical upgrade. It is an opportunity to deliver safer, smarter and more preventative care at scale, strengthening communities and empowering residents for the long term.