Thank you for taking the time to bring your experiences to our attention. It’s great you are very happy with your carers. Our aim is to provide you with the best possible care. I agree wholeheartedly the carers deserve much better pay, this is something we believe we are championing. As we are mostly funded by council and health boards, we have access to limited funds available. We believe we are doing our utmost to ensure the carers receive as much as possible; as one of the highest-paying providers - we also provide carers with Private Healthcare. Plus, a paid day off for their birthday. I am happy to reach out privately with you to discuss your experiences and how we can continue to improve.  I apologise if you feel your experience of contacting me as Responsible Individual have not met your expectations. I wish to reassure you, we have a skilled team of supervisors who support as first point of contact. I hope to find out how I can improve awareness of contacting me, where needed.