I’m sorry you feel we haven’t lived up to your expectations, please do come and speak to me directly so we’re able to talk about your concerns. Regarding your comments, we respect our residents’ wishes and at times they prefer not to have a shave. Sometimes things can get misplaced but my team are always there to help find them. I’m confident our home doesn’t smell as my staff work hard to ensure any isolated episodes are dealt with swiftly – in fact, we’re often complimented about how pleasant it smells.<br>Keeping care plans updated is a vital part of our role to ensure we are able to deliver the very best care and support to all of our residents – please be assured this time is balanced with spending quality time with our residents – we are genuinely dedicated to ensuring everyone is happy and contented here.