Rawson Properties Centurion and Rawson Properties Kyalami review: Central accounts department

I am writing to formally lodge a complaint regarding the repeated service failures I have experienced in the management of my property over the past eight months.
I appointed Rawson Properties to professionally manage my investment property because I emigrated from South Africa and rely entirely on your team to administer the tenancy, communicate with me proactively, and ensure that rental and utility payments are managed efficiently. Unfortunately, my experience has been the complete opposite.
This complaint is not based on one isolated incident, but rather on a recurring pattern of administrative errors, delayed payments, poor communication, and a complete lack of proactive management.
1. November / December 2025 – Failure to Invoice the Tenant
On 21 November 2025, I submitted the utility invoice for billing.
Despite several follow-ups from my side after my rental payment was delayed, I eventually discovered that the tenant had never been invoiced for the utilities.
On 3 December 2025, I received an email acknowledging that the utility invoice had accidentally not been processed because it had not been printed and billed to the tenant. This administrative oversight immediately delayed payment to me.
Thereafter I repeatedly had to follow up regarding payment on 4 December, 5 December and again throughout the month before the matter was eventually resolved at the end of December.
During this period:
I received no proactive communication informing me of the mistake.
I had to initiate every follow-up myself.
Payment arrangements made with the tenant were not communicated unless I specifically requested updates.
Utility payments were only eventually received after constant intervention from my side.
I pay Rawson Properties a monthly management commission specifically so that I do not have to manage these matters myself.
2. April / May 2026 – The Same Problem Repeated
Unfortunately, exactly the same situation occurred again.
The tenant paid rental before utilities had been invoiced.
Although I appreciate that the tenant paid before billing was completed, I again found myself having to continually request updates regarding outstanding utilities.
Between 29 April and the end of May 2026 I repeatedly followed up regarding payment.
Again:
I received no proactive updates.
I had to request progress reports.
Promised payment dates came and went.
I was never informed when payment arrangements failed.
I only learnt of delays after contacting Rawson myself.
The utility payment was eventually received only at the end of May together with subsequent rental payments.
3. July 2026 – Deposit and Utility Reconciliation
The outgoing tenant vacated the property on 1 July 2026.
To date:
I have not received the outgoing inspection photographs.
I have not received a completed inspection report.
I have still not received payment of the outstanding utilities for the period 8 May–9 June 2026.
I was initially informed that the deposit reconciliation would be completed within 14 days.
However, I was later advised that payment would only be processed once the final utility account for the period ending 30 June became available, meaning I would effectively wait almost another month before receiving money that was already due.
This is extremely concerning.
While I understand that deposits must be reconciled correctly, I fail to understand why I am continually expected to absorb lengthy delays without proactive communication or practical solutions.
My Main Concern
The recurring issue is not merely that payments have been late.
My concern is that Rawson Properties appears to operate reactively rather than proactively.
Throughout this management period I have repeatedly experienced:
Administrative errors.
Failure to invoice tenants timeously.
Poor communication.
Lack of proactive updates.
Missed payment deadlines.
Having to initiate virtually every follow-up myself.
Delayed responses regarding matters affecting my income.
As an owner living outside South Africa, my only means of communication is email and WhatsApp. Unfortunately, WhatsApp messages have often gone unanswered, leaving me with no option but to continue chasing information.
I rely on my rental income to meet my financial obligations abroad. Delays of several weeks may seem insignificant administratively, but they have a direct financial impact on me.
Questions Requiring Explanation
I would appreciate written responses to the following:
Why have utility invoices repeatedly not been managed timeously?
Why am I consistently required to follow up for updates instead of receiving proactive communication?
Why am I only informed of payment delays after I enquire?
What systems are in place to ensure owners are kept informed when tenants fail to honour payment arrangements?
Why has the standard of service repeatedly fallen below what one would reasonably expect from a professional managing agent?
Resolution Requested
I respectfully request:
A full investigation into the handling of my account.
A written explanation addressing the recurring service failures.
Confirmation of the procedures that will be implemented to ensure these issues do not continue.
Immediate completion of the outstanding tenant deposit reconciliation and payment of all monies due.
Copies of the outgoing inspection report and photographs.
Confirmation of who will be responsible for managing my account going forward.
I entrusted Rawson Properties with the management of my property to reduce the administrative burden associated with managing a rental property from abroad.
Instead, I have repeatedly found myself performing the very follow-up work that I pay Rawson Properties to undertake.
I trust that this complaint will receive the serious attention it deserves, and I look forward to receiving your written response within five business days.
Kind regards,
Revieka Dharamraj 
WhatsApp Contact - [protected]
Contact Number - +[protected]