Thank you so much for your thoughtful feedback. We are delighted to hear that your mother is happy and well cared for, and that you feel confident in the kindness, professionalism and warmth of our team. It's lovely that you and your mother enjoy the home's environment and the variety of activities, and that these are experiences you feel able to share as a family. We're also grateful for you raising the two points of concern. We understand how frustrating it must be when items go missing in the laundry process, and we will review our systems to see where we can strengthen checks to prevent this. Regarding access after 5pm, we'll explore ways to make visiting after reception hours easier for families. Your trust in us means a great deal, and we truly value your continued input to help us keep improving.