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I also agree with DistictPM. Lodging a counterclaim is very important. Otherwise you may not be permitted to mention the arrears..or least, the Tribunal may not take it into consideration. All of your PM's have let you down. Maybe time for you and your husband to take over. You will...

In Canada we can subpeona witnesses. They will not accept written letters as evidence here, because they cannot be crossed examined. Maybe something similar there?

You should attend tribunal, to see if the PM is representing your interests. Did the tenant have all requests in writing? Is it required to be in writing? The a/c may be a problem. We never allow our tenants to strike out anything on their lease. All they are permitted to do, is...