Elizabeth, thank you for your review of our service. We are very glad that your experience of the care management and delivery for the sometimes challenging behaviour of your friend is so positive. At times last year, Covid safety guidelines temporarily slowed our administrative response timeframe, as you note. We pride ourselves on the rapid 24/7 response to all of our service users' care needs that we have continued to provide throughout the pandemic. If you felt there was any delay to the response of care for your friend during her time using our service, please contact us so we can resolve this immediately.