At Old Raven House, we are dedicated to providing the best possible care for our residents, so we are obviously very disappointed that you are unhappy and have raised these issues.  I believe the best way forward is to meet with myself and a senior member of my team to understand and to rectify your concerns. I will arrange for one of my team to call you to arrange a mutually suitable time to meet.   Once again, we can only apologise for your experience and strive to move forward.