Hi Casey,<br>We take all feedback seriously. We aim to provide the best possible care. It is disappointing that when we spoke last you informed me that you had no concerns about anything, including care provision. You stated that you wanted your friend moved so he was living nearer to his disabled wife so she could visit him more frequently. You informed me that you were not his niece, but a friend of the family but you are now referring to him as a relative. I apologise if I misunderstood the relationship. When there were issues with lady bugs we called out our pest control contractor. The plastic screens were secondary glazing, as the home is a listed building we cannot have double glazing so these screens keep the rooms warm in winter. Your friend never complained of being too warm, if he had we could have removed them. If you had provided me with details at the time of your other concerns, I could have investigated them thoroughly for you.  I am pleased you are happy with the new home.