It saddens me to read of your experience with your late stepfather in our home last year. It is important to put this into context: we run a home specialising in extreme mental illness. Our residents are often unpredictable, easily upset and at times can present very challenging behaviour toward others. Our number one priority is to ensure the safety of our residents and their families. This means that visits are accompanied by our staff, for your protection and our residents' wellbeing. We, like all other homes, need to be mindful of the time we can allocate to accompanying visitors including all of the time taken up with infection control and protecting our home – and your stepfather – from Covid. We run a measured visiting programme by appointment and have done all we can to accommodate everyone, subject to staffing constraints and ensuring the home is safe. As the owner, I am more than happy to meet you as I am with any family member, whether they are unhappy or simply wish to catch up. Please feel free to arrange to see us next time you are in Exeter.