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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