Thank you for this review and for the card that you sent thanking the staff. We are very disappointed that you felt that communication could be better. We did strive to communicate with you via email regularly whilst you were unable to come in over the past few years and visit your brother. It was sometimes a problem communicating with staff members due to us all having to wear facemasks and sometimes visors too, this was out of our control. Security is very important to us to make sure the safety of all of our residents is maintained to a high standard, passcodes are communicated to relatives upon arrival if required. We do have a lift that can be used by all relatives if required to access upstairs, and of course, come back down. We are disappointed that you felt you needed to use carehome.co.uk to give this feedback, especially as we have always been able to discuss any concerns directly. We acknowledge your comments and will reflect upon them.