Unfair Billing After Exit, Lack of Transparency and Escalation – Russell’s Place, Pretoria

I am writing to formally express my dissatisfaction with the way City Property has handled my exit from Unit 0115 at Russell’s Place, Pretoria.

I vacated the unit on 31 May 2025, was physically present from start to finish during the final inspection, and handed over the keys in good faith. During the inspection, the property manager, Moses, spent a significant amount of time in the unit. However, at no point was I informed that the carpets needed deep cleaning or that the walls were in poor condition. The conversations during the inspection were casual and unrelated to any defects.

Upon returning the keys, I specifically asked whether there was any document I needed to sign. I was told there was none. This was unusual compared to my previous experiences at two other City Property flats, where the exit process was transparent and I was given an inspection report to sign.

To my shock, on 25 June, I received an invoice of R2,689.94. I immediately called the office to enquire and was told the charge was for wall painting and deep cleaning. This was the first mention of any issues no feedback was given during or immediately after the inspection.

I disputed the charges on the same day. Ms Fortunate Nokhipha only responded a month later, on 18 July, when I followed up — prompted by a Notice of Default I received from Ms Refilwe Serithi. Ms Nokhipha then stated that the charges were for a deep clean, carpet washing, and dirty walls, and that some walls had to be repainted. I sent a detailed response on 20 July explaining why these charges were unjustified.

She later acknowledged that the hooks in the kitchen were listed in the original defect report and arranged a reversal of that portion only reducing the total, but still leaving me with an invoice of R2,189.47.

However, the rest of the charge remains, despite me clearly explaining:

The unit suffered water damage from a burst geyser, which affected the carpet. While it was cleaned, stains and humidity-related marks remained through no fault of mine.

The building has a serious ****roach infestation, which persisted throughout my lease. Regular fumigation was done. This directly impacts the cleanliness and condition of the walls.

The alleged “dirtiness” of the unit is subjective. I cleaned the unit thoroughly and was never told that anything further was required at handover.

When I attempted to escalate the matter, I received no reply from Ms Nokhipha. I then contacted Ms Refilwe Serithi, who shockingly claimed that City Property has no escalation process or complaints department, and that Ms Nokhipha's decision is final. I was simply sent a revised invoice, with no real engagement despite my request for fair review and resolution.

This entire process has been distressing and feels deeply unfair. As a responsible, long-term tenant, I feel let down by the lack of transparency, the inconsistent procedures, and the unwillingness to engage constructively. I am now being threatened with formal recovery over charges I was never properly informed of or consulted on.

I asked that the fees be withdrawn based on all the context and facts provided yet no one seems to care. Only the letter of demand matters to City Property, not fair treatment, not ethics, not tenant feedback. I now ask:

Does City Property uphold any professional or ethical standards at the point of exit?

Do tenants have a right to be heard at all?

All I am requesting is a full reversal of the remaining charge, given the circumstances I have outlined. I strongly believe it is unfair to hold me financially responsible for building-related issues and a process that was not transparent.