Alexander Swart Property Group

Our UNHAPPY Experience with Alexander Swart Rentals

I am sharing our experience with Alexander Swart Rentals based on the facts and documentation available to us. At the end of our tenancy, deductions were made from our rental deposit. We requested the necessary quotations and supporting documentation relating to these deductions. It took 12 calendar days to obtain the vinyl flooring quotation, followed by a further 8 calendar days for their office to conduct the required vinyl flooring inspection, and 20 calendar days to obtain the driveway quotation. The vinyl flooring quotation was therefore obtained 8 calendar days before the actual inspection took place, not sure how one achieves this. As at 21 August 2026, we had still not received fully itemised quotations from either contractor/rental agency. The quotations provided to us were one-line quotations, without a breakdown of materials, labour or individual costs. In our view, the lack of itemisation and supporting cost breakdowns lacks transparency and does not allow us to properly verify or challenge the amounts being claimed. We also became aware of various fees charged in connection with the rental administration. The landlord was charged for an incoming inspection, while we, as the tenants, were charged commission fees, an outgoing inspection fee, a deposit release fee and a contract fee. In relation to the contract fee, despite the amount being charged to us, no invoice or supporting documentation for the actual costs incurred in drafting our actual contract were ever provided to us. We disputed the deductions and requested payment of the outstanding balance of our rental deposit, together with the interest due to us. On 18 August 2026, we sent Alexander Swart Rentals a formal final letter of demand requesting payment of the outstanding deposit and interest. Despite this, the matter remained unresolved. On 24 August 2026, we were advised that a new tenant had already been secured for the property, with the new tenancy due to commence on 29 August 2026. This means that, depending on the payment arrangements and timing of the new tenancy, the agency and/or landlord may have received or been in the process of receiving the new tenant's deposit and first month's rent, while our outstanding deposit and interest had still not been reimbursed. As at lunchtime on 27 August 2026, we had still not received any reimbur*****t of our deposit, any payment of the interest due, or any revised quotations. As a result of the matter remaining unresolved, we lodged formal complaints with both the Rental Housing Tribunal and the Property Practitioners Regulatory Authority (PPRA). Both organisations have confirmed receipt of our complaints. We are now allowing the relevant authorities to consider the matter and determine the appropriate outcome. Once those processes have concluded, we intend to obtain independent legal advice regarding any further steps that may be available to us, irrespective of the outcome of the complaints. It is important to note that being a registered estate agency and holding an FFC certificate does not, in itself, mean that every aspect of an agency's conduct will necessarily comply with all applicable legislation and regulatory requirements. Registration and an FFC are not a substitute for compliance with the law and applicable regulatory obligations. This is precisely why we have referred the matter to the RHT & PPRA for consideration. Landlords and tenants: please be mindful of who you choose to manage your rental property and who you entrust with your rental deposits. Take the time to understand your rights, keep proper records and ensure that the professionals managing your rental are accountable for how they handle your property (investment) and your money. This review is intended to document our experience, the sequence of events, and the steps we have taken to try to resolve the matter.