Hi Ed, thankyou for your email. If you are are the tenant I believe you are and referring to the issue which arose during your tenancy, lets state some facts: Your reported a large patio door had shattered on the inside and no one had touched it. Of course, this throws up some questions, the owner insisted you must have touched it but we discussed this with her and professionals on your behalf to determine whether or not this was the case. We ourselves arranged for a professional to visit and inspect the door who returned to say there was no evidence it had been touched and could be a fault in the door glass. You were therefore not charged and the owner paid the full cost. We have protected you with an inventory upon your move in, we have as a middle man between you and the landlord over this issue, and it has resulted in no loss to yourself. Therefore I am not sure why you are upset at us. If you would like to contact me directly at craig.johnson@belvoir.co.uk or call me on 01782662929 I would be grateful to discuss things with you in more detail if you have any other problems. If this is not the Ed I think it is, then by all means please let me know your full name and I will look further into your query. Thankyou