Dear James,<br>Thank you for your comments about the good quality of the service we provide. I am disappointed to read the remarks you have made about the manager. I fully accept you have the right to provide feedback on your experience of the people who work here. However, in this case, I would have to say that the manager in question is of the highest calibre. Her dedication and commitment to the residents at this home are excellent. She is one of the main reasons that our standards are so high and I am grateful that she works as part of my team. I fully respect your views and your right to express them, but I have asked the manager to reflect on the praise and thanks she has received from so many of our residents and family members over the past few years.