Thank you for your feedback Liam, I'm sorry to hear about your disappointment, it is uncommon as you can see from other reviews. We are surprised to hear concerns regarding communication especially looking at the records of compliments that were passed on by the client regarding staff members who supported your friend. In regards to documentation (or Notes) we continually audit these and am again surprised as they seem in-depth and detailed but we will take this on board. We apologise that you felt face-to-face visits from the Management along with responses through emails were not sufficient for you. Once again, we are very sorry that you feel the experience did not meet your expectations and wish you well for the future.