Dear Ms. Anders,

First of all, I would like to send my regards to your friend. I hope that your friend will recover soon. Besides, I sincerely apologize for the inconvenience you have to bear recently. Actually, I can understand how difficult for you to get over these chilly winter days without heating system, and I admit that this mistake is belong to me. Thus, I am writing to suggest solution for the problem you are meeting.

After reading your complaint letter, I contacted with a workman who repaired the heating system at your house. In reality, he is just an apprentice electrician so he is not enough experience to fix the heating system. Therefore, tomorrow, I will send a good workman arrives your house to check and fix the heating system. He is the best one in engineering who I could only believe in and I actually did not find out anyone to replace him. Hence, I am sure that you will have the heating system to use in the earliest time.

In addition, I want you know that this is a rare circumstance. This mistake was took place beyond my expectation, so I will decrease 30 percent rent for the period from without heating system till now. I hope you will be happy with my solution.

Once again, I apologize so much for any inconvenience this may have caused to you. I make sure there will be no longer any problem like this from now on.

I look forward to hearing from you.

Yours sincerely,
Mr.Anders,