Thank you for taking the time to provide a review of our services. As we have tried to explain, we agree a 15-minute window for arrival time to allow for situations beyond our control such as traffic and unavoidable delays. Our team are responsive to your mum's needs and we maintain contact digitally through the family portal that we encourage all to use to see the service being delivered, which we believe is crucial to ensure the best collaborative outcomes for the person at the centre of what we do.  <br>It is an honour and a privilege to do what we do.