Thank you for sharing your concerns. We value your feedback, it helps us improve our services. We understand the importance of promoting independence for service users, especially younger individuals, and apologise if decisions were made without proper consultation. We review our processes to ensure better focus on their preferences and needs. Regarding care time we regret any instances where it wasn't fully used, and we reinforce adherence to allocated time. Concerning property damage, we take it seriously and will ensure staff are trained to handle property carefully. We also reviewed the key safe incident, which involved other professionals. We apologise if you felt management was unresponsive. We provide further training to improve communication. We also aim for prompt responses to messages and have additional communication methods like WhatsApp. We appreciate your kind words about our carers and are committed to continuous improvement. Please reach out with any further concerns.