Bad service

Can you please advise on how to go about complaining about the service I receive at Hangberg Hout Bay Housing Office.I reapp**** for a house in 2006 after initially app**** in 1998.The Lady by the name of Natty,keep telling me different stories each week when I went to see her.I got a referral from a doctor and social service,took it to her,update my immediate details and up until now,I received no information what so ever.I told her,Natty,to come and look how we live,but unsuccessful to date.The social development in bout bay was at my residents and they advise a referral to the housing department as my elder son was in an accident,got a nail in his leg,and have to sleep outside,as my one room shack,is too small.My baby girl, who is 11 months old already, struggle with breathing problems as the rain and wind runs through my house. Two other daughters sleep in a bed my boyfriend had to made half to fit in the small space. These Natty I am referring to,can tell other people,when and whether they going to get a house,but when it comes to me,she's absolute dumb.Luckily I got copies of the referral as I believe it doesn't reach where its supposed to.