Thank you for your feedback. We are very sorry to hear about your experience and we take your concerns seriously. The well-being of our residents is our top priority and we are committed to continuously improve the care we provide. Cleaner carries out cleaning daily as well as Staff doing basic cleaning as per infection control policy of the Home. We respect her personal space and understand she may prefer not to have her room cleaned at certain times, the Home has previously informed family and the Home manages to clean at the appropriate time she agrees.The resident has the tendency of removing things and sometimes refuse to take things that belongs to her, however the Home is monitoring and making sure all her belongings are kept secured at all times.The heating is on at all times  but the resident feels cold which the Home provide mobile heating and it is monitored by Staffs.If there is specific concerns you have, we did happy to work with you to find solution that suits you.