Well I was very impressed with the SW that came. I heard a lot of good things about her but haven't met her until now. She was very helpful and practical and it was easy to discuss things with her. She was very surprised (as was I) at couple of paragraphs that the care agency included in the service user agreement they want signed ASAP and asked for a copy of it to raise question with her manager about it. She also told me she will be happy to help with my complaint to the agency and asked to be informed of any complaints in the future to make sure it all goes on the agency's record with them. The call from the agency itself has not materialised yet, so still waiting for that.