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??? If anything this is a classic example where a hands-on approach to handling the matter probably saved it from escalating further. My guess is a PM would have made everything less clear, more antagonistic and incentivised the tenant to pursue the matter against a 'faceless' landlord.

Interesting matter. Has anyone gone to inspect the broken glass? Or arrange for it to be fixed? Anyway if you want some assistance with the matter, feel free to PM me.