There are people that are nice. There are people that behave properly when the others make mistakes. These people don't get mad when you broke your terrace with a sauce pan full of food, or don't mind if your children scratch your furniture. They don't mind when you make noise during the day or night. They may be your neighbors. They might be your downstairs neighbor.
Their kindness can be good or bad. Maybe there are problems and they are not uncovering problems. Maybe, this is normal.
Sometimes, there are things that they can't do. Sometimes, they could do something for you.