Homeline

We have now collated and analysed all the responses to the public consultation on the future of the Homeline service.

The consultation received more than 1,000 responses and showed strong support for the service, particularly its in-person response. Most respondents opposed both a telephone-only model and closing the service.

The findings have helped shape recommendations that will be presented to the Council’s Cabinet on Wednesday, 1 July 2026.

Thank you to everyone who took the time to share their views.

What happens next

The Council’s Cabinet will consider proposals to secure the future of the Homeline service by commissioning a specialist external provider to deliver it.

Under the recommended option, Homeline will continue to operate as it does now, including 24-hour monitoring and an in-person response. We would commission a provider with greater clinical capability to deliver the service.

This approach aims to improve safety, strengthen safeguarding and ensure the service can meet the increasingly complex needs of residents.

Current Homeline service

We want to reassure you that the Homeline service is continuing as normal for existing users. No changes will be made to the service during this time.

Please note: We are currently unable to take on new users for the Homeline or Homeline+ service.

Read the full list of frequently asked questions below.

Yes. The Homeline service continues to operate as normal for all existing users. There are no immediate changes to the support you receive.

Yes. The physical response service continues exactly as it does now for existing users. There are no immediate changes to the support you receive.

Following the consultation, a recommendation has been made to the Council’s Cabinet that we commission a specialist external provider to deliver the Homeline service in future. Cabinet will review the recommendation and make a decision on Wednesday, 1 July 2026.

No immediate changes will be made to what private customers, or people who receive the service as part of their Adult Social Care package, currently pay. We will carefully consider costs as part of finding a new provider. If any charges need to change, we will tell anyone directly affected in advance.

There is also a proposal to change the way some tenants pay for the service. This will not happen immediately. The first step would be a separate tenant consultation to remove Homeline wording from tenancy agreements that currently makes the service mandatory to pay for.

Subject to the consultation feedback, this would mean the service becomes 'opt-in'. If this affects you, we will tell you what you would need to pay before asking you to decide whether you want to 'opt-in'.

The Homeline service continues to operate as normal for all existing users. There are no immediate changes to the support you receive. If the Council’s Cabinet agrees the recommendation, your service will not change straight away. We will keep you informed at every stage.

No. The Homeline service continues to operate as normal for all existing users. There are no immediate changes to the support you receive, and we will keep you informed at every stage.

The following services provide different degrees of monitoring and telephone response:

Unfortunately, there is not a like-for-like service available in Swindon that includes a physical response. However, subject to Cabinet decision making, the intention is to re-open the service to new residents once the external provider is in place.

An Equalities Impact Assessment has been completed to make sure the needs of vulnerable residents are fully considered.

Please email the Homeline team at homeline@swindon.gov.uk.

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