Dear Julie, Thank you for your feedback. I appreciate the time you have taken to leave a review. I wanted to reach out and apologise for the difficult experience you had with our team. This is not typical of us and I can assure you we take all complaints very seriously. We have tried to address your concerns immediately, namely your concerns surrounding the cleanliness of your mother’s property and your request for two keys to be used when locking the front door. Some of these issues were actioned straight away, whilst other concerns required a little more time to allow for questions to be raised and responses to be given by our support workers. We felt we had managed to resolve most of your concerns at the time. As it may be too late in your case to reconcile these issues, I would like to let you know that we have reflected on your feedback and highlighted your experience in our team meetings. This will lead to further improvement withing our service.