Thanks for your feedback. Regarding your mother's room location, we notified the hospital discharge team the only vacant room was on the top floor and this was agreed to prior to admission. On cleanliness, we receive 5 ratings from visitors through our Digital Reception system, we work with the Infection Control Team, their audits confirm high standards, including the quality of our linen. Regarding your comment of the home as "shabby" or "not well maintained," we recently underwent major refurbishment, this is evident in our updated facilities shown in our photos and reviews from families. Regarding your mother's clothes and appearance, care records confirm her clothes were changed in the morning, and our CCTV footage supports this. We have previously responded to you by email and invited you in to hear your concerns. We also referred the matter to Adult Social Care for independent review, Their investigation did not substantiate the concerns raised.