We are very disappointed to read this review. We openly discuss costs with a client and their family at the initial consultation, set these out in their contract and at subsequent reviews.<br>If a client unexpectedly needs a little extra help, our carers have a cushion of time to give which we don’t charge for. However, when customers repeatedly go beyond this cushion even after it has been clearly explained that this will result in additional costs, then we will charge in line with our terms and conditions. We are very proud of the great quality care our carers provide and hope others respect that their skills need to be paid for.