Thank you for taking your time to submit a review. It is extremely disappointing to see you felt the care your loved one received was not matching the facilities and accommodation on offer within the service. Please be assured, we utilise a robust and accurate dependency tool to ensure without exception our residents are supported by a suitably trained, competent and skilled staff team. Having reviewed the information available to me, I can confirm we did not receive a formal complaint from yourself regarding any physical or neglect, should you wish to discuss this further, please do not hesitate to contact me. I am pleased to read you found the facilities and security/ safety of the home is good. Once again, thank you for taking the time to review Highwood Care Home.