Thank you for your review. I'm pleased that you find the service to be very good overall but sorry you have some concerns over punctuality. A member of our management team will be in touch to make sure we get this resolved for you. They will also be happy to explain how your care fees are used. We pay all staff above the Real Living Wage which is significantly above the Government's National Minimum Wage. Over 80% of income is spent on staffing costs with much of the rest spent on business overheads including office space, utilities, insurance, training, computer hardware and software, taxes and reinvestment into the service. We are a local, family-owned franchise, fully engaged in the service and committed to providing the best quality care in Norwich at excellent value for money and creating a great working environment for our team.