Thank you for taking the time to leave a review. We welcome all feedback and are always learning and looking for ways to improve. I am pleased that you find a warm welcome every time you are in the home and thank you for noting that everywhere is very clean. We pride ourselves on our cleanliness. We encourage families to be involved in the care planning of our residents, please mention this to the Manager or a member of staff next time you are in and we can organise this for you. It has been unfortunate that the lift broke and unfortunately we had to wait for the part to be delivered. We have a contract with a lift company who provide 24/7 support and as you say, we do have a stair lift as a back up, although I appreciate this may not be someone's preferred choice. I hope you have now met our new Manager, who is very experienced and has had a thorough handover from our Operations Manager who was based at the home during the recruitment process.