We are sorry and surprised that you still feel this way, despite many attempts to rectify your concerns in early 2024. An external consultant investigated your concerns, many were determined unfounded, but improvements were made. For example, when your mother resided at Oakhill, we hired private vehicles for individual outings which were regularly used by your mother. However, in response to your feedback, the company now owns three large Minibuses for Residents' outings. Regarding the fall, unfortunately, you chose to use the stairs while accompanying your mother, instead of the disabled access slope. Following the fall, you praised our staff in writing, for their swift and caring response. Your Mother was at Oakhill Mansions for 18 months until April 2024, during that time you gave a lot of positive feedback about our staff and your mother's care. We continue to receive praise for our caring staff. There have never been concerns raised about their English proficiency before now.