Thank you for taking the time to complete a review. We take all feedback seriously. Our aim is to provide the best possible care and we are proud of the reviews and feedback received. However, we are deeply saddened that your specific experience has not met those high standards (although we are glad you find your current Carer excellent). Please rest assured that we have used our best efforts to manage the delivery of care effectively. A number of changes have been requested to your service since it started and we have tried to be proactive and flexible to accommodate your requests promptly. We are regulated and inspected by CQC and have a compliance team who ensures all paperwork is in place, and that our service exceeds required minimum standards. Our Registered Manager prides herself on maintaining open channels of communication with clients and their families and is always available to address feedback. I have asked her to contact you to discuss your feedback in more detail.