Thank you for your feedback. I have investigated the circumstances that you raised and I am aware that the manager has contacted the family and responded in writing explaining the steps she has taken to address your concerns. This is far from the usual feedback we get and I would welcome the opportunity to meet with you and your family to plan a way forward in an effort to meet your expectations and improve your experience. I have visited the home since your comments to see how we can improve and I am pleased to say the standards I saw were positive and areas that could be improved were addressed immediately. A staff meeting was called and clear guidelines of how to manage resident's property were included amongst other discussion points.  I sincerely apologise that broken items were not brought to your prompt attention and regret that this has caused you distress.  Please contact me on my email below if you are available to meet up and discuss any further. Yours sincerely Alison