Thank you for sharing your feedback. We're sorry aspects of your experience did not meet expectations and appreciate your kind words about our team - their compassion and commitment to residents is something we're proud of. While individual bedrooms do not have built-in air conditioning (in line with sector practice), all communal areas are fully air-conditioned. In warmer periods, we closely monitor residents' comfort and provide portable units where needed. As a converted building, we recognise lift access limitations, but have clear contingency plans and staff support in place. Residents always have priority use of the lift, which all staff understand and respect.