Managing Temporary Resident Relocations (Professional Monitoring)

In some situations, a resident may need to be temporarily relocated, for example, if their unit becomes uninhabitable due to flood damage. While it may seem convenient to move their existing Safe Home Hub with them, this is not permitted. Certain data cannot be resynchronised after relocation.

Each Safe Home Hub (and its internal SIM card) is permanently linked to a specific address. Improper relocation can:

• Compromise emergency response accuracy
• Cause emergency services to be dispatched to the wrong location
• Breach national compliance requirements

The process below is designed to ensure service reliability and compliance.

Step 1: Submit a new service order for the temporary location

Use the “ADD RESIDENT” option on this portal to request a new service for the resident’s temporary location.

• If a hub is already installed at the new address, it will be reactivated remotely.
• If not, new equipment will be dispatched just like any standard order.

If the move is urgent, call our support team immediately after placing the order to request expedited processing. If equipment is needed straight away, you may use your on-site spare under our guidance. A replacement will then be dispatched to replenish your spares.

Step 2: Secure the equipment at the vacated unit

The original Home Hub should remain installed at the vacated unit whenever possible. Like a hot water system, the equipment is intended to stay with the premises rather than follow the resident.

If it must be removed temporarily (e.g., during renovations), label and securely store it so it can be reinstated later.

If the relocation will last more than a couple of months, consider stopping the monitoring service for the vacated unit. Be sure to reactivate it when the resident returns.

Step 3: Submit a cancellation request when the resident returns

Once the resident has moved back to their original unit:

• Ensure the original Home Hub is still installed and test it.
• Submit a “REMOVE RESIDENT” request via the Support Portal to cancel the temporary service.
  

This article's audience is Senior Living Operators only. For myhomefone retail consumer support, click here for the main menu.

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