Many thanks for taking time to feedback. We are sorry you feel this way about the care of your aunt. We value feedback and always take steps to action on concerns raised. Whilst we do not agree with some of the concerns you have raised we still respect your views. It is worth noting that we spoke to the NOK of your aunt who has given a different view of the service than yours. We have however taken the following steps to address some of your concerns. We have reviewed our staffing levels and have noted they are adequate to meet the needs of the residents. We have also gained feedback from regular visitors and professionals who have commended the pleasant smell at the home. We have discussed with your aunt’s NOK to bring in pictures/artwork to make the room personalised. Regular checks are being carried out to ensure that residents are being supervised and that people’s belongings do not go missing. I hope the above shows our commitment to take all feedback and concerns raised seriously.