Thank you for your honest feedback - customers opinions are very important to us and we are pleased that you are happy with everything in general. Your response has highlighted that we need to communicate more effectively with our valued customers about changes to our office team and we will learn from this. We are delighted that you have already met our new care manager, however, we have always had a registered manager in post overseeing quality and compliance. Even when a new member of management has joined the team, we have always been protected by the longstanding care manager overseeing quality and compliance during the changeover. We will certainly also look into your concerns regarding carer's nails.