We pride ourselves on the resident experience and providing a high quality service and take comments such as this seriously as it does not reflect the usual positive feedback we receive. <br>We are disappointed that you felt the need to air your complaints on a public platform rather than discuss your concerns with our manager as per our complaints procedure, and in your failure to respond to any of our numerous attempts to communicate with you regarding your claims. <br>After thorough investigation, including conversations with your sister and her family, we have concluded that your review contains claims which are wholly and factually inaccurate.<br>For the avoidance of doubt, our investigation found that none of your claims regarding your sister's care could be substantiated. Additionally, we have a robust system for determining staffing ratios and at no point has Fernlea been understaffed.