Thank you so much for your feedback, to pass on feedback like this (10/10) to our Carers that are working so hard and round the clock in all weathers is much appreciated and I'm sure will be received with gratitude.  In respect of the bed-making feedback please feel free to contact our HR Manager if you would like to escalate your complaint so we can ensure that we get this just right and update the Care plan as required.  We do operate an on-call service out of our office hours and over the weekend, which is for emergencies.  However, your original feedback should have been acknowledged and addressed so apologies for any breakdown in communication on our part, it has been a busy year with pressure on everyone.  Kindest regards, Kelly at Horizon