Hi Ian – thank you for your review, and for taking the time to speak with us directly about this. We regret that your mother has not always enjoyed the high standards of service that we pride ourselves on. As discussed with you, we have an action plan in place to address many of the matters you describe here and are confident in the improvements that have already been made. We strive to deliver excellence for all of our residents so that everyone who makes their home with us has an exceptional all-around experience.<br>The Gracewell of Bookham team.