Dear John, many thanks for bringing these issues to our attention. We’re sorry to learn things have fallen short of your expectations. As we’re visiting twice a day, we allocate a team of carers so there’s usually a familiar face as a back-up if needed. We can see that in May-21 we paid you 59 visits with 10 different carers, but 8 in a single week is more than we’d like. Unfortunately, one of your regular carers recently relocated, so we’ve done our best to plug the gaps while we look for a permanent solution. Re timings, we plan a +/- 15min window on either side of a visit to allow for variable traffic conditions and delays elsewhere, though sometimes this will not be enough. We have you scheduled for 10 am and 6 am every day apart from Thu/Fri when 2 visits are a little later, primarily due to recent changes to carers’ availability, but our Coordinators have received the message and are on the case. We hope you find that the situation improves during the month of June. Please let us know.