roommate refused fingerprint acess, given letter instead

My roommate went to do her finger print access and was not allowed. Instead she was given a letter that say she has been a tenant since 01 December 2019, which is the time that I also too occupancy. In my application to rent the flat I included her and submitted her ID copy and all her details. Now city property tells me to submit her id copy and apply for her to be an occupant.

Cityproperty generally treat customers with contempt disregard and disrespect, their service is bad and it is as if they are proud to give such bad disrespectful service.

My roommate has to produce that letter everytime she enters and exit the building.