Dear LM, Thank you for your feedback. In normal times, there are no restrictions on bringing children on visits. Toilet facilities are also available, and used by other visitors without difficulty.  If staff have not offered a drink on a particular occasion, do contact me directly so that I can follow this up. The only time we have restrictions in relation to visitors is if there is an outbreak of an infectious disease e.g. Norovirus, or Covid-19.  In those circumstances, the public health authorities require us to limit or exclude visitors for a period of time and/or to impose additional infection control procedures. In relation to the other matters raised, as you are aware these have already been investigated as part of a formal complaint – we will just have to agree to differ as to the facts.  Please be assured, however, that your Mum’s welfare is our first priority, and we will always do what we can to support you as her family for as long as she is a resident with us.