Tsholofelo T

HPSM Poor Service at Urban Ridge east

Moved in on Saturday 30 November 2025. Met up with the agent to first collect key and make sure all is in order before delivering my belongings and bringing in the rest of the family. Boy was I in for an inconvenience, the flat was was not in a move in ready state,. It was dirty, dust everywhere! The kitchen tab was leaking, spraying water everywhere, the oven was literally falling off, a cupboard over the stove was shedding off chip dust when opened and closed, overall condition of the kitchen was just filth, during my very short stay I re**** on takeaways because I couldn't bring myself to cook, the kitchen window had cracks as if it was long hit by a stone and left that way. Moving on to other rooms all curtain rails were old and rusted, stoppers missing, others taped, the walls and windows unclean, the shower glass unclean, no bathtub stopper, the water pressure was very very low that from the saturday we moved in to around Tuesday we used a bucket to bathe, the basin was also leaking from the floor base. The toilet door is so rusted that looking at it every time I literally felt like I had moved in to a shack. The main bedroom door had drawings of labelled mom and dad on it lol, I called the main bedroom kindagarten. The only thing that was still in good condition was the wardrobes of both bedrooms. The garden, which I had not key for for about 3 to 4 days of moving in was not a garden, it was a veld with old socks stuck on it as if they were brown in by the wind and then rained on. During the move in inspection which I highly expressed my disappointment and the inconvenience, I was referred to the building manager, Martha, who did not answer my calls but instead sent the message to the agent to the agent saying she will only be available on Monday, so the cleaning arrangements can only take place then( the cleaners passed by around Wednesday to "clean", then in defense argued with my daughter that they cleaned the flat which was very questionable). Still on the first day of moving in, there was no way I could allow furnitures to be delivered to such a dirty and dusty flat, so I went I sent my daughter to go look for a helper to come clean the flat the best they can so when I come back with the delivery guys the flat looks better. She did as I rushed to the place I was due to move out and the guys that were helping me with the packing and moving were already getting impatient with me at the other place. Going forward, my calls and texts Martha the building manager were like talking into space, no response, no callback until such time I had reached my patience limit I text that I was on my way to her office she immediately responded that she is not in the office, busy with exit inspections. I expressed in a long text how disappointed I was with her poor service. I only had one key for the kitchen butler door, no access to the "garden". My 3 year old son could only play indoors which grew a lot of frustration for him. We had no biometric rights to the complex, so coming in and out, having guests was a tidious exercise. The only person that helped maintain my sanity was the agent Elizabeth who was very proactive when we needed assistance with entry and Exit. Otherwise all more than ten faults i could log on the HPSM platform were recorded and l waited for the resolution. On the 2nd of December I put in my 30 day notice, I didn't enjoy the place, the service was poor, I was talking to myself when it came to the building manager, we literally felt like we were living in a shack as the flat was literally broken in itself, I felt disrespected. You pay so much only to be at the messy of a building manager who just doesn't care. When electricity goes off or water, no communication from her, when you query, no feedback. Elizabeth, the agent instead was very effective with such notifications, going an extra mile. After officially putting in my 30 day notice, one by one things are being fixed without communication, the other key is brought in.. We are now able to shower with very good water pressure, the biometric issue is resolved. However with the resolutions coming in gradually, I did not feel comfortable, because I was concerned with if emergency issues arise and we have this building manager Martha who is literally not responsive, one is literally on their own, should we lock ourselves out, we are doomed, should we have flooding during the weekend you are doomed because Martha just doesn't work on weekends if you are lucky she responds to your call or text. I managed to get a very good place with good 24/7 service and moved out by the 15 of December. On the 17th or 18th afrer the holiday, I notified both the agent Elizabeth and thanked her for her efforts, as well as the building manager the I have removed my belongings, available to do exit inspection anytime before the 31st of December if possible, she just said she will get back to me until towards the 31st I put in an appointment for exit. On exit inspection there, this Martha was in to look for something to nail me on, her approach to inspection was not the same as the approach of Entry done by the agent Elizabeth, Martha was even bending over in different angles along the wall, inspecting every detail I was not even aware off. It looked like she knew that flat's faults like the palm of her hand lol. I remember thinking to myself.. Why wasn't she available to do this same exercise when I moved in. One two comments form me as she was doing the inspection showed me she didn't care and was just taking a pleasure of noting whatever done. Few days later I received, for the first time a copy of both entry and exist inspection to review, I gave my feedback per clause. Thinking that my feedback was worth considering ( I left the flat in way better condition than I found it c'mon!, paid the cleaner I had to go find). But no, days later I received feedback from David refunds department of HPSM, stating that I am being charged for repainting all rooms, I broke a curtain rail component which was recorded as broken on entry and I need to replace a globe which died few days after I moved in. The whole cost was about 2K.i should share my account number details for refund of the remaining deposit amount . I declined and questioned if thorough investigation was done on their side, like looking into the tickets I logged, reasons I posted for moving out in few days of moving in. This was January. By beginning of March after the patience and follow up emails, still no response. I thank the team leader Andries, who tried to engage and also follow up with David to provide feedback, but no luck. I had sent my final email to the refund person David, cc'd the team leader Andries and their other colegue that I will not longer send communication to HPSM, instead I taking thisatter to the rental housing tribunal to assist in the matter. Urban ridge stay was nonpleasant, getting a deposit back was yet another Martha exercise where you express yourself into space. People like Elizabeth, Andries, could uplift the serviceand retain people because they actively engage and ensure a person is at some level of ease while inconvenience surrounds them. But the David's and Martha's are those too comfortable people, who are just lazy and unprofessional.*HPSM is actually IHSPM*