We would like to take this opportunity to reassure our service users, family and friends that we do not agree with this publication by the family of a former service user. Also if you have any concerns for your loved ones please do not hesitate to contact the manager of the service or one of the Operations Team as we wish to reassure you that the service we provide is both professional and caring. We are sorry that we were unable to resolve our differences with the family. We receive very few complaints and while recognising we are not perfect we always try to do our best and invariably we are able to resolve matters quickly with any relative expressing a concern.<br><br>We advised the family of our complaints policy and procedure and as we were unable to resolve the complaint with them we advised them of their right to involve the Ombudsman. The Ombudsman at this moment in time is considering the situation and has not made a judgement.<br><br>COVID-19 pandemic was a difficult time for residents/relatives and staff. Where we had an outbreak within the home we followed current guidance by Public Health England and consulted with and worked with the United Kingdom Health Security Agency (UKHSA) and also the Local Authority, (LA). We regularly advised relatives through e-mails of the situation during the time of the home being closed. The UKHSA, LA and no other person or body have been critical of our management of the COVID process which was always delivered for the safety of service users staff and relatives. We advised all relatives of the Essential Care Giver guidance in order to help them to visit their relatives which was always facilitated.