Managing Temporary Resident Relocations (Professional Monitoring)

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.


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

    • Related Articles

    • Resident Information Form Template (Professional Monitoring)

      Please submit new resident details using this portal's "Add Resident" online form. This integrated form streamlines the provisioning of new services and eliminates the need for scanning, emailing paper forms, and manual processing. For your ...
    • Add, Change or Cancel Resident PROFESSIONAL MONITORING SERVICE

      The life cycle of an individual fixed monitoring setup has numerous stages as residents come and go from the locations initially onboarded as part of your community's overall solution. Refer to the relevant section below to Add, Change or Cancel a ...
    • How do I Update a Monitoring Service After a Resident Passes Away?

      This information applies to Professionally Monitored Services. Click here to cancel a self-monitored service. To update a Home Monitoring Service following the passing of a resident, follow the appropriate steps below: If No Residents Remain at the ...
    • Add, Change or Cancel Resident SELF-MONITORING SERVICE

      The life cycle of an individual fixed monitoring setup has numerous stages as residents come and go from the locations initially onboarded as part of your community's overall solution. Refer to the relevant section below to Add, Change or Cancel a ...
    • ORDER Resident Co-funded SOS Watch

      Co-Funded SOS Watch Service for Communities with Safe Home Hub At communities equipped with the Safe Home Hub monitoring solution, the Daktel DX-9 Personal Alarm SOS Watch is available as a co-funded service, jointly supported by individual residents ...