We would like to apologise sincerely for your recent experience, especially to your loved ones.  We have received many positive reviews, however we understand that your feedback does not meet the required expectation for care standards.  We acknowledge your openness and honesty and will take the concern on board to make improvements, involving staff, management and environmental changes to which we do have a refurbishment schedule in place. This has been taken extremely seriously by the company and will be dealt with appropriately.  I do hope this reassures you that we have listened with planned support to make changes.  Thank you for your time to liaise with us to make positive improvements to the service.