Thanks for taking the time to leave your review. We understand this is a difficult time for your family and send our sincere condolences on the passing of your grandmother. We're sorry to learn of your experience with the home and we'd like to help. We're not aware that any concerns have been raised by your family previously, however if you'd like us to look into any concerns for you, please reach out to us at feedback@barchester.com Kind regards, Barchester's Customer Feedback Team.