In response to the Jean and Derek Randall case‚ Age Concern and Help the Aged‚ said:

We understand the distressing and shocking nature of Jean and Derek Randall’s death. We take the criticisms very seriously and have fully investigated.

Age Concern and Help the Aged run a national information telephone line. In addition independent local Age Concerns run local helplines. The national line records all calls. Following the recent claims about the way in which Mrs Footitt’s call to the Charity on 21st December was handled‚ calls made to the national helpline that day have been fully investigated and there is no record of Mrs Footitt having called.

The local Age Concern in Northamptonshire has also checked its records and can confirm that a call was received from Mrs Footitt on 21st December.

Liam Condron of Age Concern Northamptonshire commented‚ “This matter has been urgently investigated. The call followed standard procedures and I am confident was handled in a professional and polite manner. It is standard procedure not to discuss individual cases with non-family members for confidentiality reasons. Action was taken as a result of the call and Northamptonshire Care Management‚ part of local Social Services‚ was contacted and an assessment recommended.”

Age Concern Northamptonshire has confirmed they had already been in contact with Mr Randall when they received the call from Mrs Footitt. Mr Randall had telephoned for advice about care homes on 16th December. This information was supplied and he was offered further help. There was no indication of the distress he and his wife were in during that call.

Age Concern and Help the Aged is concerned that the negative speculation may deter some people from contacting the Charity nationally or locally for advice at a time when the exceptionally cold weather means vulnerable older people are most at risk. The Charity would like to reassure any older people‚ their friends‚ families and relatives that our helplines are there to provide information and advice on a wide range of issues and to encourage them to call. The freephone national telephone line for information and advice can be contacted on 0800 009966.

The Age Concern and Help the Aged national information line answers some 200‚000 enquiries a year. The service is open 8am to 7pm 365 days a year and is committed to providing accurate and useful information and advice to help older people improve their lives. 22% of callers to the helpline are friends or family ringing because they are concerned or want to help an older person.

The helpline holds the Community Legal Service Quality Mark‚ which is administered and audited by the Legal Services Commission.

Last year over 5 million older people were reached by Age Concern and Help the Aged information and advice whilst Age Concern advisers in England provided face to face advice to around 600‚000 older people.

The Age Concern and Help the Aged national information line cannot provide emergency assistance and the Charity’s procedure in these cases is to direct callers to contact their local social services emergency number.

Liam Condron concluded‚ “It is right that there is a thorough investigation of the circumstance of Mr & Mrs Randall’s deaths and we welcome the independent review that has been announced by Northamptonshire County Council. It is equally important that our treatment of vulnerable older people is a matter of public debate. We must‚ as a society‚ work to stop people like Derek and Jean Randall from falling through the net.”