First Response: Sad and haunting, passionate. Well articulated.

Characters: Well developed, although more descriptions would be helpful. Strong ability to empathize with on an emotional and psychological level.

Spelling and Grammar:
"dammit!" was the.." should read "dammit!", was the.
"Their newest resident is, I mean was, my best friend " could be: "Their newest resident is; I mean was, my best friend, and it's"
"and pulled in me beside her," should just be "and pulled me besider her,"
Paralysed is paralyzed.
"she was IT Manager", should be, "she was the IT manager.".

Good Points: "Tears were exploding like grenades on a battlefield.", provides strong imagery and a great metaphor! Great analogy.
"I had to know the trigger that led Lucy to take her own life..." was a great cliffhanger and ending for a piece or chapter of the greater whole.

Suggestions: This is under suggestions because it's not grammatically wrong necessairly, but
"For once in my life I was actually ..... " could be better read as: "For once in my life, I was actually..."
"that a wrench would ne needed to pry.." wrench loosens screws or tightens, a crow bar is what is used to pry things apart.

Overall: A great introduction or chapter! Keep working on it, and it will be indispensable to the whole. The rating can easily go up a whole star just by fixing the grammar, punctuation, and making a few structural changes.