I think many property managers in NYC neglect their tenants complaints — leave them without heat or electricity, and broken appliances. Katarina certainly did that. What makes Katarina stand out is allowing a mentally ill homeless man — Billy — live in the basement to terrorize the building residents. In addition to ignoring the constant security risks of having him in the building, she routinely neglected the maintenance of the building, leaving tenants without heat or electricity for days at a time.
When I would tell Katarina that Billy had started a fight, threatened violence or walked around nude holding a can of beans in the shared laundry and exercise room she would ignore it. Those constant ignored calls or emails and the lack of response in apartment repairs made me leave a good building on a great street.