Northampton Borough Council


Northampton Borough Council provides Callcare, a community alarm service to protect vulnerable members of the community. In emergency situations, Callcare customers initiate an alarm that connects them to a call answering centre, which provides a critical lifeline 24 hours a day, 365 days a year. When Northampton Borough Council had to relocate the Callcare service, it was imperative that disruption to the service was kept at an absolute minimum. The challenge was the responsibility of LGSS, one of the UK’s largest public sector shared service ventures, who looked after NBC’s ICT services.


Before the relocation of the Callcare team, the 01604 number was ported from the local exchange into the BT smartnumbers cloud, enabling the redirection of incoming calls throughout the move. Since the move, having kept the BT smartnumbers service, both the LGSS and Northampton Borough Council staff now have the control necessary to manually divert calls to any location.


This major LGSS ICT project proved an all-round success with Northampton Borough Council. The Callcare customers did not encounter any disruption of the service they rely on and the impact on the Callcare staff was minimal. Alan Kench, Telecoms Officer at Northampton Borough Council, said: “Northampton Borough Council and LGSS staff now have increased confidence in a much more resilient service, which is ultimately a more effective and reliable solution for our customers.”

“BT smartnumbers provides a resilient service, which ensures that genuine life or death calls will always be received and answered.”

Alan Kench

Telecoms Officer, Northampton Borough Council/LGSS