Thank you for taking the time to leave a review for us. We've recently stopped using external agency staff because we have introduced a new Mobile Carer role to the company. These experienced team members work across a number of our homes where they are needed, getting to know residents and teams in these homes and provide continuity of care. They receive comprehensive training, are familiar with our systems and align with our values. That said, I'm sorry you had a poor experience on your recent visit and we didn't meet our own care standards. I can assure you I will be doing some reflective practice using your valued feedback.