I don't see the shifting there at all. They state the process, what part they took and what could have been done better. The only thing beyond what they wrote w

I don't see the shifting there at all. They state the process, what part they took and what could have been done better. The only thing beyond what they wrote would be to take responsibility for things they did not do. Could they have been more proactive? Sure, probably. But there's a fine line between doing all that's right and micromanaging. They settled on a contractor, assessed him and offloaded work assuming everything will be fine (within the parameters of trust given to the contractor). If this is what really happened in this case than this is probably the best apology I've seen in my life. Spot on even. Of course we could be cynical about everything but let's at least hope this is 100% sincere. :)