We are deeply saddened to receive your review. Your mother-in-law was a much-loved resident in our home and both staff and other residents have felt her loss. It is not our policy to approach families requesting information on funeral arrangements out of respect for families during this difficult time. Typically, families have forwarded us information and invited us to attend.<br>I understand that a condolence card was sent to you and in normal circumstances, once made aware of the funeral arrangements, we would have sent flowers and where possible some of the Emerson team would have attended.<br>I can only apologise for the miscommunication at this sad time.