Thank you for your feedback and I do mean this. We do not always get things right and so value when matters are raised with us so that we can correct them quickly. However, I am also aware that you had raised these issues previously and the manager tried to phone and then forgot to follow up due to the COVID-19 preparations. <br>A key area of our work is to support and enable independence and this can have unintended consequences however remains vital to that individual’s self-worth and esteem.  <br>I am sorry that we have not been able to ensure the bedroom was of appropriate standard all of the time but am pleased the team managed to maintain independence for as long as possible.<br>Thank you for your kind comments about the good care and I am sorry you think there was some decline in cleanliness which is regularly checked and reviewed. I hope the recent phone call from the owner and the letter of apology has put your mind at rest. I add my sincere apologies. Matthew