Urgent Complaint Concerning Exit Management and Tenant Damage

I am extremely dissatisfied and appalled with the property management service I received. For several months, I was charged a management fee of R800 per month, while, in practice, no active management of my property took place. During this period, there was a prolonged delay in assigning responsibility for the portfolio, yet the monthly deductions continued. When the tenancy ended, the exit process was handled poorly and without the level of professionalism one would expect from a managing agent. I was informed that the tenants would vacate on 28 January, but they had in fact already left earlier. The agent was aware of this. Despite being told that a pre-exit inspection had been conducted, I was not provided with an inspection report. When I regained access to the property, it was in an unacceptable condition. Among other issues: • The unit was extremely dirty. • Carpets were in such poor and unhygienic condition that I had to remove them and install tiles. • There were significant oil stains on the blinds. I was then pressured by the agent to release the tenant’s deposit while these matters remained unresolved. At the agent’s request, I obtained a quotation for professional blinds cleaning. This was submitted on 5 February. Since then, there has been no clear plan, no confirmed contractor access, and no indication of how or when tenant accountability will be enforced. As a landlord paying ongoing management and administrative fees, I expect the managing agent to: ✔ coordinate inspections ✔ document property condition ✔ arrange contractor access ✔ and pursue recovery of tenant-related damages These are fundamental property management responsibilities. Instead, the process has lacked urgency, communication, and decisive action. When concerns are raised, I am asked for more evidence, yet I do not see corresponding enforcement or timelines from the agency. The delays are now affecting my ability to close out the tenancy and prepare the property for its next occupant. I have repeatedly requested: • the signed incoming and outgoing inspection reports, • confirmation of the steps taken with the former tenants, and • clarity on recovery of the cleaning and damage costs. To date, this assistance has not materialised. Property owners appoint managing agents precisely to handle difficult exit situations. Where this is not done effectively, the value of the mandate becomes questionable. I hope this experience leads to improved accountability, transparency, and more proactive protection of landlords’ interests in future.