Leading the Way in Innovation: Sutton Residents Discuss Access TEC Solutions

The response was a mix of curiosity and caution. Clive from Sutton Housing Partnership and Nerys from The Access Group led the session, addressing questions that ranged from technical specifications to data privacy. Some attended eager to understand what the technology could offer, while others came with questions about privacy and necessity.

The session was designed to address both queries. It's also part of something significant: Sutton Housing Partnership is undertaking the largest assisted digital living housing upgrade in the UK, transforming care across 22 sites and over 500 residents. The modernisation represents a fundamental shift in approach. Where the service previously required 17 ILOs physically knocking on doors to check on residents, the new digital infrastructure enables the same level of care with just four ILOs, helping minimise costs for residents and the council while providing a less intrusive, 24/7 safety net.

Clive and Nerys explained the infrastructure reality: by January 2027, analogue telephone systems that traditional alarm systems depend on are being switched off across the UK. Independent living providers must replace existing equipment to ensure residents maintain access to emergency services and protect the safety of vulnerable telecare users.

Sutton Housing Partnership's approach, delivered through The Access Group's TEC solutions, goes beyond basic replacement. The new system centres a digital hub using SIM card connectivity, paired with optional sensors including motion detectors, smart plugs, door sensors, and temperature monitors.

Systems learn individual patterns over 30 days, then flag only exceptional or non-typical behaviour. If someone who always makes tea at 9am doesn't do so one day, alerts are sent to Medequip Connect, Sutton's 24/7 alarm monitoring service in Lancashire, where trained staff follow established protocols to ensure resident wellbeing.

Dave, one of Milton House's eldest residents with a background in sound and lighting from his years at Odeon, came with technical questions about connectivity and range. Others raised concerns about data security and personal privacy.

The team addressed these concerns by explaining how data is secured to NHS standards and protected by role-based access controls, meaning only authorised staff can view resident information. Door sensors register when doors open, not what's happening inside. Motion sensors detect movement, not activities. Smart plugs record usage patterns, not content.

Luchia Blackford, the Independent Living Officer (ILO) at Milton House, was clear about the context: "This isn't just about individual journeys, it's about future-proofing the dwellings as a whole. We have a legal requirement to provide certain safety standards, and analogue systems are being switched off." She acknowledged the discomfort some felt: "We recognise everyone has reservations with change and transition. What we're trying to get you to do is come on this journey with us."

Nerys then showed residents a video from a recent case study Access had worked on with Bluebird Care. In the video, Monica, a widow using the technology, and her daughter Sharon shared their real-world experience. Sharon described the reassurance of receiving morning notifications: "I get a ping that she's got up. It means I can concentrate at work."

The testimonial prompted residents to explore practical scenarios: Would the wearable technology work in gardens? What about holidays? What happens if someone forgets to wear the pendant?

Faye, who'd attended out of interest, began to see potential: "I think it seems that you can use as much or as little as you want to. It's up to the individual. The one day when you're not feeling well enough to call, that might be the day when they [Medequip] call you."

Another resident noted: "This would be even safer because if you do have an accident, they will know, even if you can’t get up to pull an emergency cord."

By the end of the session, most perspectives had evolved. Alice acknowledged the technology sounded "fantastic." Dave's questions had shifted from scepticism to how and when the tech would be implemented.

Some residents remained uncertain, suggesting unused accessories be stored and installed only when circumstances changed. Staff clarified which elements are mandatory (the digital hub and smoke detectors) and which are optional, noting the basic system will be installed across all 22 independent living sites in Sutton.

Overall, the morning proved that engagement matters as much as technology. Having the space to ask questions and receive honest answers allowed residents to move away from a "Big Brother" narrative towards one grounded in privacy, security, and the welfare of residents both now and in the years to come.

As Faye put it: "You can love it or you can hate it. It's basically how you look at it."

Milton House is one of 22 independent living sites across Sutton benefiting from this technology, representing the largest assisted digital living housing upgrade in the UK. Over 500 residents will be supported through the new infrastructure.

The shift is significant. Previously, 17 ILOs knocked on doors across sites to check on residents. Now, four ILOs provide the same level of care through digital monitoring, minimising costs for residents and the council while offering a less intrusive, 24/7 safety net.

Installations are scheduled to complete at Milton House by the end of January, with similar engagement sessions planned for Sutton's remaining independent living sites.