Thank you for your review, we value all feedback as this helps us to make improvements where required. The House Manager explained to you your mother-in-law’s nails are kept short by the staff team. The Home Manager visited your mother-in-law on 17 November 2020 and confirmed her nails were lovely and clean. Her hair has grown to shoulder length, it is clean and was tied neatly halfway back in a ponytail. The Home Manager also confirmed your mother-in-law is assisted to bathe two to three times weekly; this is documented in her daily Personal Care Records and your husband is kept fully informed regarding her plan of care. The Home Manager carries out daily walkarounds of the building and confirmed the care home does not smell. Since your last visit, pre-Covid-19 lockdown, the walls had been repainted although it has been identified some walls in the dining area require re-painting due to chairs rubbing against the walls. These areas will be addressed as part of the care home’s ongoing maintenance plan. Once again, thank you for bringing this matter to our attention; we aim to put the wellbeing and safety of our residents at the heart of everything we do.