Thank you for your feedback, Steven.<br>We replaced your mums glasses at no cost because you expect practical support and we acted quickly to give it. You highlighted that many places ask families to sort things out themselves. We prefer to remove stress and resolve issues on the spot.<br>We aim to give consistent care. You saw this when staff identified the breakage, reported it, and arranged a replacement pair without delay.<br>Thank you for taking the time to send your comments. Your feedback helps us improve the service you receive.