Thank you for taking the time to leave this review.  It is an honour and privilege to do what we do and your mum is a delight to support.  We are strong advocates of using technology to ensure all parties can see what is being delivered so we are completely transparent and are pleased you see that benefit.  We stopped charging for this option at the start of the pandemic and hoped that had been appreciated and is clearly of benefit as explained to your sister in her response.  We are sorry that we did not attain maximum scores across most criteria, so would like to know what we can do to achieve that.  We do not want to stand still and appreciate there is always room for improvement so would really appreciate constructive feedback on where we can.  We want to work with all parties to ensure the most positive outcomes.