Back before Shana became a Flame Haze, she was living in a large castle-like structure floating in the sky along with Alastor and a maid who cares for her. One day, a Denizen attacks the maid, whose name is Wilhelmina Carmel, who also happens to be a Flame Haze.
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Ready to Watch Shakugan no Shana, Season 1, Episode 14?