We are sorry that you were upset our carer was late for your 18:00 call. What we did: We arranged for you to meet the Manager. After your meeting you understood the carer was late due to a medical emergency with one of our Service Users and that communication has since improved. We have also met with office staff and carers to ensure you are always informed if carers are delayed. We are pleased you find the service being provided to your satisfaction. As always we strive to ensure we deliver a service that meets your needs and aspirations.