Thank you for your feedback. We discussed the need for one-to-one support for your husband to ensure his and other residents' safety. We regret that the form was not received and acknowledge the concerns about billing. When we were informed a one-to-one might not have been present, an investigation was initiated, but the manager's departure meant it was unfortunately not concluded. It's possible that the staff member stepped away during your visit to allow privacy, which is standard practice when the family is present, however, I cannot confirm whether this was the case in this instance and apologise. When made aware, we provided a refund for the time noted without one-to-one care, and once safe, we replaced the one-to-one with an extra staff member at no extra cost. We are committed to ensuring quality care and appreciate your understanding. Please reach out if you have further concerns. Ian Bennett | Managing Director