Thank you for your review. We are saddened but not surprised. We take feedback seriously to ensure we provide the very best care. Audits and feedback show the home is very clean and passed strict Infection Control checks from CQC and the Trust. Entry is by keycode and visitors must sign in before entry. Sadly, the lounge took 3 (not 5) months due to supplier delays, now enjoyed by all. You and your guests made daily use of the airy conservatory and were provided with refreshments by our dedicated team. The ceiling blind was quickly replaced by a UV filter film. As it gets full sun, it will get warm in sunnier times but not closed. You also used the pretty garden during your visits. The team set up a gazebo, seating and drinks for you.<br><br>The “micro-managing” feedback was explained clearly in our letter to you regarding your appalling conduct, not due to a formal complaint which doesn’t exist. We had many reports of your abuse to HCAs. We will never tolerate abuse. We hope your brother is now settled.