Thank you for taking the time to share your feedback.We are very sorry to hear about the experience your loved one had. We want to acknowledge that the concerns raised largely relate to a period prior to Agincare taking over the management and operation of Norton Lees Care Home.Since the change of provider, we have implemented a number of improvements across all areas of the home, including leadership, care quality, dining experience, and resident engagement. The new Home Manager had addressed the concerns you had with the previous care provider directly with you, after your mother had moved to an alternative home to be closer to family on 25th January 2025.  We were grateful for your recognition of the positive actions and interventions that had been put in place.At Agincare, resident dignity, safety, and wellbeing are our highest priorities, and we remain fully committed to delivering person-centred, high-quality care for every individual living in our home.