In a call centre on the outskirts of Sunderland, Julie Forster hears from a regular caller. She knows him well enough, but still brings up on screen the 77-year-old’s profile and care record. "He might be on 100 times a day," she says, though perhaps it just seems that often. "A lot of them need reassurance and some are just lonely. It’s a bit like being a good neighbour, years ago."