We regret that you feel there has been a shortfall in care delivery and reassure you that your perception is not an accurate reflection of Norton Lees. We have been in discussion with immediate family and social workers, all of whom are happy with the standard of care and home environment. To reassure you, for infection control purposes, items requiring laundering will be removed from residents’ bedrooms daily. The socket was unfortunately damaged out of hours and made safe by care staff before a replacement was made within 48 hours. We understand the importance of having a permanent team to really get to know our residents and have successfully recruited a strong team. We are staffed at approximately 85% permanent staff. We are proud to inform you that all senior carers complete mandatory and additional training and regularly complete refresher courses. I am sorry you felt the need to post a negative review but you are more than welcome to discuss these matters with the home manager.