Good or bad feedback is welcomed, we operate a transparent care service. We pride ourselves on regular monthly feedback reviews and your feedback has always been positive. It is disappointing to hear that the team have 'let down' the carers, we want to stress the good relationship the carers have with the coordinators. You had 140 calls in the said 30-day period, in what is a difficult time of the year, with carers taking time off with their own family and sickness that cannot be predicted. We have taken great strides to work with you, to limit the number of carers and to work with the 12 carers you have requested. Our T&Cs do state that we operate a 20-minute window, allowing for emergencies, thus needing an element of flexibility. We have cared for your wife for 2 years, we appreciate your wife is your priority, as she is ours and we strive to deliver high-quality care in the comfort of your own home.