Thank you for taking the time to review the home and the comments on how the staff were with Mum. I'm sorry how you felt about staff not coming to the funeral, I did send you an email on the day explaining that unfortunately we had staff sickness which meant that we needed to cover the floor and apologised and we were thinking of you and hoping everything went well. I apologise about how you felt about a sympathy card, I emailed you from all of us at the home saying we were all thinking of you and sent our condolences. The items in the bedroom we discussed and it was dealt with, and I'm sorry that the bedroom was like that, we discussed this through email. I apologise if you felt unsupported with the documents. All the best to you and your family.