Thank you for taking the time to review our home, we appreciate all feedback as it helps us improve the service we provide. We are sorry that you did not experience the usually high standard of care at Highfields. We take the issues raised seriously, and after receiving your initial complaint at the time, we conducted a full investigation. With regards to the meeting, my colleague had been out of work due to a health emergency, so, unfortunately, was unable to contact you to agree the time of the meeting. We can only apologise for any miscommunication that led to you turning up for a meeting that had never been confirmed. Once again, thanks for your feedback and apologies that, on this occasion, we have not met the standards that we are known for and expect to achieve.