Thank you for your feedback. We have a complaints policy which we use to resolve matters as quickly as possible. To do this effectively, the first point of contact is to raise the matter with the senior member of staff on duty. If it cannot be resolved straight away the next step would be to put the complaint in writing to the manager. Other points of escalation are covered in our policies. We work closely with the authorities to continue to provide services that meet their expectations, where improvements are necessary we will and do take appropriate action.<br>As a matter of policy and to conform to legislative requirements we do not respond online to matters related to individual residents, as we are sure you appreciate that this would not be appropriate on a public forum.<br>We will do our best to respond and resolve matters in line with our policy and procedures.