Thank you for your review, we value all feedback as this helps us to make improvements where required. We are sorry you felt the home seemed understaffed at the time of your loved one's stay. We were experiencing periods of absence with our regular staff; however, we did receive support from colleagues from a sister home, which is always our preferred option. We apologise for any inconvenience caused due to the heating. We did experience some issues with our boiler during November, though we did maintain our heating and hot water systems throughout with the support of our contractors. The home was provided with additional portable heaters which were made available to each resident. With regards to the fee paid for your loved ones stay, HC-One regularly reviews fees alongside our competitors' fees in the adjacent area and these are updated to reflect. If you wish to discuss your concerns further, please do not hesitate to contact the home.