Thank you for taking the time in completing the Care Home Review form.<br>I am very saddened to see your comments and the scores which you rated Ashbury Lodge.<br>Ashbury Lodge has a very good and loyal staffing team with little turnover. This is evident from staff receiving Long service awards for being with the home for 5, 10 and 15years.<br>Ashbury Lodge operates a robust complaints procedure. All complaints are fully investigated and a full response made. There is an appeals process should the respondent not be satisfied with the outcome of any investigation. The Operations Team oversees all investigations to ensure they are dealt with fairly. <br>We do encourage Families to speak to the management team and the manager always operates an open door policy. We know that your Auntie has lived with us at Ashbury Lodge since 2010. You have thanked the staff for what they do and classed this as her home. I would be more than happy to discuss any concerns with you. In addition, the operations team is also available to meet with you if you so wish.