I am very sorry that you appear to have had such a negative experience of our service. Your review is not indicative of the service we aim to provide. Could I ask if you raised any of the issues stated in your review at the time of your Mother's tenure with us? We strive to resolve concerns within 14 days. Whilst we aim to get things right, there are occasions when things go wrong, however, if concerns or issues are not brought to our attention at the time, then it is impossible to put things right. We are currently going through a programme of refurbishment of service users ensuite bathrooms, I can only assume that the room allocated for your Mother hadn't yet received its refurbishment. I'm not sure what you mean when you refer to the room as "pokey". Our rooms in the original 200 year old part of the home are admittedly smaller than the much newer rooms on the Mental Health Unit built in 2011 to a more modern design. Having said that, we have never in 20 years of operating the home had an issue raised about the size of the rooms by previous service users, their families or regulatory bodies. To openly comment about the home in such a derogatory manner without approaching a member of the management team, one of whom is available 7 days a week when you had an opportunity is somewhat disappointing as I'm sure we could have resolved your concerns at the time. Please do contact me by email if you wish to discuss the matter further. In the meantime please accept my sincere apologies that our service wasn't as good as you expected.