We pride ourselves on the resident experience and take comments such as this seriously as it does not reflect the usual positive feedback we receive. Our records indicate that your father stayed with us during the pandemic when visitor restrictions were in place. Whilst we did our utmost during this time to fulfil the wishes of our residents and their families, we believed it was important to follow national guidelines to protect our residents. We will reflect on your feedback and use it to continue to build on, and improve, the services we provide.