Thank you for bringing your concerns to our attention. We sincerely apologise for any inconvenience you've experienced. Delivering consistent, high-quality care is our priority and we're committed to maintaining these standards for all our customers. We've taken note of your feedback regarding the cover team during regular carers' absence and their experience level. Rest assured, we're actively working to ensure that all our staff is well-equipped to meet our customers' expectations. As for management, we appreciate your input and will conduct a thorough review of our internal processes and standards. Your feedback helps us identify areas for improvement, and we're implementing measures to address the issues you've raised. If you'd like to discuss this further, please feel free to reach out to our management team directly. We value your feedback and look forward to resolving any concerns you may have. Thank you for your patience and understanding as we work through these challenges.