We take all feedback very seriously. My apologies that your experience was not what you had hoped for. It can be very difficult when despite our 100% commitment, we don’t meet expectations. We appreciate that this may never be possible in certain circumstances, despite all efforts made, so we ensure that we continue to focus on providing an excellent service and continue to improve at every given opportunity. We feel in this circumstance all efforts were made by the home and external agencies to meet the expected standards, but we apologise you do not feel this was the case. We have a full activities team and programme in which all residents are invited to participate at their own choice, and 1-1 activities are provided as required. We have requested maintenance to look at the hot water comment as this is not something we have been aware of, however our water is temperature controlled so as not to burn. The care and well-being of our residents are always our principal priority.