We take all feedback very seriously. A complaint was previously raised and sent to the head office, which was responded to by our Operations Director which was understood to have addressed your concerns. Whilst we cannot comment on your mother’s specific case due to GDPR, we are able to say the costs of additional services such as physiotherapy, hairdressing etc. are funded by the individual or family unless specifically provided by the NHS due to health risks. Harmony House runs a full activities programme with dedicated activities coordinators; however, it is the choice of residents to participate in this and when residents have capacity their wishes for each day are observed to engage with sessions or not. The care and well-being of our residents are always our principal priority, so thank you for your kind words regarding the quality of the home, staff, and nursing teams. We wish your mother all the best in her new home.