Dear Lorraine, thank you for raising these concerns. In response, the rota which covered the calls for both your Mother and Father we already arranged the week previous but the staff allocated contacted the office to say they would not be able to attend. We were left with no alternative but to use an outside agency- previously agreed with yourself and your brother that this would be acceptable as a last resort. Westwood Homecare no longer have the need for agency as we have recruited fully trained, experienced and flexible staff. With regards to Westwood Homecare not offering an apology I believe you have spoken with our director about this issue, and also have been in constant contact with myself and my assistant manager. <br>The new management team at Westwood Homecare have only been in place 6 weeks and have been working extremely hard to ensure we are able to provide exceptional care for our clients.<br>I hope you find this response satisfactory.