Thank you for the update, much appreciated.
Yes I'm fine with waiting longer, I wasn't entirely sure if I had posted the question in the correct category or given enough or not the right information as it was!
Thank you for your response. I just need to check with my mother to see if she has any further queries regarding this. It does appear that she has that she has former arrangement and in this case the representative has verbally agreed to arrange the work.
In this respect I am unsure where she can go with this however it is clear that she is not receiving a polite service whuch I feel is a seperate issue.
Thank you for your above response and I amy come back with a further question following my discussion with her.