Thank you for your feedback regarding the service we've provided for the past three years. It is our pleasure to support our customer with daily visits to her Marylebone home. I'm delighted to read that our service has been consistently excellent for her; continuously liaising with you as her guardian and being immediately responsive to her changing requirements are essential elements of delivering a 'CQC Outstanding' level of support. When opportunities arise to go the extra mile for our customers, we rise to the challenge and strive to exceed expectations. The circumstance you mention in your review is one such occasion where swift, decisive action was required and taken. I am delighted to hear your Customer Service Manager was able to significantly mitigate the upset and disruption. Our Bluebirds always aim to be 'second to none' - what a marvellous description! Thank you again for your kind words; they mean the world to our team.