Dear Area Manager,
As discussed in our recent meeting, please find below a summary of events concerning my mother, Mrs Merlot – including supplementary evidence provided in below appendix.*
My mother moved into Assisted Living Complex on the 18th April 2015, and enjoyed a successful first two weeks under the excellent management of the then relief manager on duty. My wife and I, multiple family friends and representatives of Care Agency all commented on how well my mother had settled and taken to communal living in general.
My mother, a sunny and sociable individual, is perfectly independent in her daily living, despite some issues with short-term memory loss. She has visits from Care Agency only in order to assist her with transportation, now that she is no longer in possession of a car. We temporarily increased her rate of visits from once a day to three times a day in the short term solely to help my mother adjust to the move, which most elderly persons of 78 might be expected to find somewhat on the stressful side. This has since been scaled back to the standard rate of one visit per day.
Unfortunately since House Manager’s return from holiday on 27th April 2015, we have had a number of issues concerning her unprofessional attitude and open hostility displayed towards my mother, as outlined as below:
• On her return from holiday, House Manager immediately contacted my wife to say that Mrs Merlot could not live at Assisted Living Complex and claimed that the cat was in the flat without appropriate permission. This was in spite of the fact that House Manager had not actually met my mother prior to the call, and that we had permission in writing from the landlord that she was permitted to have the cat, as I believe many other residents also do. My wife confessed herself afterwards as surprised as to the abruptness and hostility of House Manager’s manner over the course of the call.
• I met with House Manager the following morning to discuss her concerns, and also found her to be very abrasive in her tone, which also included the unnecessarily direct statement to me that, “We’re not a care home, you know!”. I attempted to reassure her as to my mother’s full independence and capability, but unfortunately we could not reach agreement in this respect.
• Representatives from Care Agency (Carer and Carer 2) have reported that House Manager has been approaching them in an abrasive manner and sharing confidential information regarding Mrs Merlot with other residents and encouraging them to do the same. We find it unprofessional, unacceptable and inappropriate for the carers, who after all have no influence over my mother’s living arrangements, to be addressed in this fashion.
• Carer from Care Agency has also reported that House Manager has behaved in a bullying manner towards my mother by telling her to her face that she has Alzheimer’s and will have to leave, and threatening her with taking away her much beloved cat. This to us seems the utmost in cruelty displayed towards an otherwise sweet, elderly lady, who cannot as easily fight back.
• House Manager had previously raised as a potential security issue that my mother’s address was attached to her key ring (which I am to blame for adding, not my mother). We removed the address section on House Manager’s request and replaced it with merely the flat number, which at the time House Manager stated would be acceptable, only for a few days later for her to raise the issue again stating the exact opposite. She has been reported as having been very heavy handed and confrontational towards my mother in this respect, abruptly forcing my mother to hand over her personal property to her on demand and telling her that she’ll get into trouble should she lose ever them. We have since removed the flat number from the key ring in order to placate House Manager in this respect.
• On discussion concerning any of the above with House Manager, she has denied all knowledge of ever having approached the carers or ever having said that my mother could have the flat number of her key ring. She has contradicted herself at several turns both over the course of our face to face meeting and on the phone with my wife.
• My wife suggested to House Manager that if there were any issues with the keys or anything else going forward, that she feel free to have a word in our ear and we would be sure to address appropriately. House Manager rebuffed this offer of cooperation by stating that “she didn’t have time to be calling us over every little thing” and that her job was “to have a working relationship with Mrs Merlot – not with you”.
I am enclosing documentary evidence of all of the above, as well as a copy of my mother’s rental agreement as issued by Private Letting Agency, which makes no mention of any eligibility criteria in terms of independent living at all (which, in any case, I strongly believe my mother would meet) and also states in writing that my mother is permitted to have the cat at her flat. At no time over the course of arranging the let or meeting with the owner, Mr Landlord, were we ever questioned by any party as to my mother’s suitability to reside at Assisted Living Complex. I would suggest if there are any flaws in the integration policies regarding private lets at Assisted Living Complex made available on the open market, then this is a matter for the executive to address, rather than my mother being targeted as a result of any such administrative failings.
I find it highly disappointing that not one ounce of compassion or understanding has been shown towards my mother since the time House Manager returned from holiday. Rather, the treatment she and the Care Agency representatives have received at her hands has bordered on bullying, harassment and victimisation of an elderly woman.
I can only wonder as to House Manager’s treatment of other residents at Assisted Living Complex who have the misfortune to also fall victim to any similar form of physical or mental weakness (some of whom I have met myself while in the communal areas of the complex, and I understand in other cases are receiving round the clock care) – a frequent occurrence, I would think, with so many people of an elderly demographic living under one roof.
I place my trust in Property Management Group management to address the issue of House Manager’s attitude and behaviours towards my mother. Please be advised that if I do not see an improvement in this respect, I will not hesitate to escalate this further towards Property Management Group executive, media outlets and related charitable organisations.
(But written by yours truly!)
*Not included here, obvs.