Pathetic service from Government ONCE AGAIN!!!!!!!!!!!!!

My in laws app**** to a village in Johannesburg 3 years ago. Yesterday we received a call from the Housing Department stating that a unit has become available. The lady that called even gave us the unit number. I took my in laws to view the place and the elders that lived there told us that we would need to get the key from the local council office. This morning we went to the local council office and were told that they cannot give us the keys without the necessary paperwork (understandable).They told us to go to 222 Smit Street to the Housing Department to get the paperwork. When my in laws arrived, they were told that they unfortunately cannot assist them as they do not qualify. How come it has taken 3 years for the application process to be finalised and after receiving a call that they have been placed they now suddenly don't qualify??? Who does one need to speak to in order for this to be sorted out?