Thank you for your kind comments about our carers and activities staff. In relation to your comment about agency staff - please note that like the vast majority of care businesses in England, we are challenged every day by the shortage of carers in the industry (circa 150,000). We are fully aware of this issue and actively recruit every day. We don’t use agency staff by choice.<br>Our staffing complement on the floor comfortably meets accepted ratios and that doesn’t include the Deputy Managers and Registered Manager. A new Registered Manager started in post on 8th January and is already delivering great results, including with culture and staff motivation. Our main purpose, day in and day out, is to deliver the best service we can to our residents. Despite the challenges faced by, for example, the staffing shortage, our commitment to our residents remains resolute. If you would like to discuss any issues further, please contact our reception and ask to speak to Michelle Francis.