Thank you for taking the time to leave a review about Ashley Grange. As we understand it, you have spoken with the operations director and she was able to discuss with you some of your concerns. We acknowledge that the home is currently undergoing an extensive refurbishment and as such, the hand wash basin is no longer in use in reception. However, adequate facilities are offered including hand sanitiser, prior to putting on full PPE for visits.<br>We are sorry you felt the team were anything other than professional and that the phones were not answered in a timely manner. All our team are working exceptionally long hours to support the increased pressures in the care sector due to the pandemic and we are aware there is always frustration when staff are unable to share confidential information over the phone. We always look to learn and develop our service through feedback so we thank you for allowing us to have responded prior to your review.