Dear J W<br>I want to sincerely apologize for the inconvenience and frustration you experienced during your recent visit to our lounge. I am truly sorry to hear about the issue with the remote control and the impact it had on your ability to enjoy the England rugby match.<br>This situation is certainly not reflective of the level of service we strive to provide at our Home. I understand how important it is for our Residents to have access to their preferred programs, and I am sorry that this was not facilitated in a more accommodating manner.<br>I would like to assure you that we take your feedback seriously, and we are investigating this incident to ensure that it does not happen again. It's crucial to us that all our residents feel comfortable and have an enjoyable experience in our communal areas. Your feedback is invaluable in helping us improve our services, and we are committed to making the necessary changes to prevent similar situations in the future.