Hi, we take all feedback very seriously and I am very sorry to hear about your experience. Elm House has recently been going through some changes and we have a new manager in post, so I hope you will see some positive changes at the home and would like to invite you to discuss your concerns in person, especially regarding specific aspects of her care. Regarding the clothing, we have recruited new dedicated laundry staff to ensure additional care is taken with personal items and this will include a process of re-labelling all residents' clothes as the methods of labelling can wear over time. We hope you will see a more positive experience over the coming weeks. The care and well-being of our residents are always our principal priority.