Put it in writing to the agency first. If that fails, report the property practitioner to the PPRA, or take a rental dispute to the Rental Housing Tribunal. Here is which one to use and how.
Property Practitioners Act 22 of 2019, section 28, and Rental Housing Act 50 of 1999, section 13
Most complaints about a letting agent or a property management company come down to money, communication or repairs. Some are about conduct. The route you take depends on which it is, and picking the right one first saves months.
In short
- Write to the agency’s principal first, with the facts and what you want done.
- Check the agent is registered on the PPRA’s practitioner search.
- Report misconduct to the PPRA on its complaint form, with your documents.
- Take deposit, repair and rent disputes to the Rental Housing Tribunal.
Which body deals with what
| The problem | Where it goes |
|---|---|
| An agent behaved improperly: misled you, mishandled trust money, ignored the code of conduct, or is not registered | The Property Practitioners Regulatory Authority (PPRA) |
| A dispute about the lease: the deposit, repairs, services, rent or damage | The Rental Housing Tribunal in your province |
| You want money back, a contract enforced or cancelled, or an eviction stopped | A court, with independent legal advice. The PPRA cannot order these. |
How to report a property manager or letting agent
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Write to the agency firstSend a short email to the principal property practitioner, not only to the agent you dealt with. Set out the facts, dates and amounts, attach the documents, and say what you want done. Keep it factual. Most agencies would rather fix a problem than defend a complaint.
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Check the agent is registeredUse the PPRA practitioner search. A property practitioner must be registered and hold a valid Fidelity Fund certificate to let or manage property. If they are not, say so in your complaint.
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Lodge a complaint with the PPRAAny person may lodge a complaint about a property practitioner’s conduct in the letting, management or sale of property (Property Practitioners Act, section 28). Use the Complaint Initiation Form or the online complaint on the PPRA website, submit it once, and attach your lease, correspondence, proof of payment and anything else that supports it.
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Let the process runThe PPRA says it will contact you within 14 work days with a reference number, and that an investigation can take 3 months or more. The agent is sent a copy of the complaint and given the chance to respond, so stay objective and avoid remarks that could be defamatory.
The PPRA disciplines property practitioners. It is not a civil court. It cannot order an agent to refund you or pay damages, cancel or enforce a contract, or stop an eviction.
If trust money has gone missing, the PPRA’s claims department may contact you about a claim against the Fidelity Fund. A claim is considered only once the complaint is finalised or suspended, and only where the practitioner was registered and held a valid certificate.
When the Rental Housing Tribunal is the better route
If the real issue is the lease, not the agent’s conduct, go to the Rental Housing Tribunal. Any tenant, landlord or group of tenants or landlords may lodge a complaint about an unfair practice (Rental Housing Act, section 13). The Tribunal can mediate, and if that fails it holds a hearing and makes a ruling.
In the Western Cape the service is free. You submit the complaint forms, annexures and a copy of your lease to [email protected], or lodge the dispute through the online eService on the Western Cape Government website. The Contact Centre is 0860 106 166. Allow 2 weeks for pre screening before following up. A Tribunal ruling is binding on both sides.
Before you complain, gather this
- The signed lease and any addendums.
- The incoming and outgoing inspection reports, with photographs.
- Proof of every payment: deposit, rent, fees.
- Emails, letters and WhatsApp messages, in date order.
- A one page timeline of what happened and when.
The same papers help in any dispute about a deposit. Our guides to deposit rights and the Rental Housing Act explain what you are entitled to.
For landlords
A landlord can complain about a managing agent in exactly the same way. Before you appoint one, ask how they handle complaints, check their registration, and ask who the principal is. Our guide to choosing a property management company covers the questions to ask. If you have a complaint about us, write to me directly at [email protected]. See how our Cape Town property management works, or our landlord services.
That is the rule in one line: the agency first, the PPRA for conduct, the Tribunal for the lease.
Frequently asked questions
How do I report a property management company?
Write to the agency’s principal first. If that does not resolve it, lodge a complaint with the Property Practitioners Regulatory Authority on its complaint form or online, with your lease, correspondence and proof of payment attached.
Can the PPRA get my money back?
No. The PPRA investigates and disciplines property practitioners. It cannot order a refund or damages, or enforce or cancel a contract. For money, use the Rental Housing Tribunal or a court. Where trust money was stolen, a Fidelity Fund claim may follow the complaint.
Where do I complain about a landlord in Cape Town?
The Western Cape Rental Housing Tribunal hears disputes between tenants and landlords, free of charge. Submit the complaint forms and your lease to [email protected] or use the online eService. The Contact Centre is 0860 106 166.
How long does a PPRA complaint take?
The PPRA says it will contact you with a reference number within 14 work days, and that an investigation can take 3 months or more to make significant progress.
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The Property Bureau. Boutique letting, management and sales in Cape Town since 2007. PPRA registered.
Sources: Property Practitioners Act 22 of 2019, section 28; PPRA, How to Lodge a Complaint and Online Legal Complaint, theppra.org.za; Rental Housing Act 50 of 1999, section 13, saflii.org; Western Cape Government, Rental Housing Tribunal, westerncape.gov.za. Checked 03.11.2026. This article is general information, not legal advice. Reviewed November 2026.
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