Upon reading the letter by Ray Fenech (September 16) about the fault that affected his elderly mother’s Telecare service, an investigation was launched to establish the facts and to evaluate whether any procedures needed to be updated or improved.

Some of the dates in the letter do not quite match our logs but the important points to note are that a technician was on site on the public holiday to fix a second fault after the original problem identified was repaired but problems persisted. The customer confirmed the following day that the fault had been fixed – in fact by the same technician that had worked on the public holiday, possibly something that Mr Fenech was not aware of as the problem was not near his residence but in a distribution point.

We absolutely agree with Mr Fenech that the Telecare service requires priority and have already taken steps to ascertain that Telecare customers continue to get the priority service they deserve and see whether any improvements are required.

We apologise for any inconvenience caused to Mr Fenech and his mother and thank them for giving us this chance to improve our service.