Thank you for your feedback and for the positive scores around the cleanliness and facilities we offer at Ferndown Manor. We always strive to provide the very best care for residents and we are sorry to hear that your experience has not met your expectations on this occasion. Your feedback is important to us and we regret that your concerns were not brought to our attention at the time so that we could have addressed the issues and put actions in place to improve your Grandmother’s experience whilst she was staying with us. We do take your concerns seriously and have passed your comments to the home manager.