I am lucky in living just a few hundred yards from my local site, so was able to walk round and discuss my needs face to face. I received helpful advice which was reassuring. There is an out of hours number which you can call when the local office is not staffed. They are supposed to relay your message to the local office for action, but there was no evidence that my messages had been forwarded or acted upon, and I had to take extra steps to resolve the queries that I had, which I could have done without. All in all though, I am happy with the service that I have bought, and the pricing structure.