Residents of Brackenhurst in the City of Ekurhuleni are facing mounting health risks due to persistent sewer overflows and delays in response from the municipality, according to Ward 38 Councillor Thavha Maifala-Masebe.

Between July 2024 and June 2025, a total of 1 345 sewer overflow cases were reported in Brackenhurst alone.
However, only 701 of these were officially closed within the targeted 48-hour window.

Councillor Maifala-Masebe has raised concerns that many of these cases are being marked as closed despite no work being done on-site, a situation that continues to endanger public health.

“Residents continue to endure raw sewage flowing in the streets and, in some cases, even within their own yards due to manholes located on private properties. It is completely unacceptable and deeply concerning from a public health perspective,” said Maifala-Masebe.

A recent case involved a sewer overflow left unattended for over 10 days, despite repeated complaints underlining what the councillor describes as a failure to prioritise basic infrastructure maintenance in the area.

The need for an urgent sewer upgrade has already been highlighted in the Ward 38 Integrated Development Plan (IDP), but according to the councillor, the issue continues to be pushed down the priority list.

The councillor is calling on the executive mayor to urgently intervene and ensure that:

• The Department of Water and Sanitation is adequately resourced to attend to 90% of sewer-related cases within 24 hours.

• The sewer infrastructure upgrade for Ward 38 is prioritised during the upcoming budget adjustment, enabling the department to act promptly once the Water Use Licence is granted.

The city’s response

To better understand the city’s handling of ongoing service complaints, city spokesperson Zweli Dlamini was contacted for comment.

Dlamini explained that all service-related issues are logged through the city’s official platforms and assigned reference numbers. However, he acknowledged growing frustration among residents over complaints being marked as resolved when no actual work has taken place.

“The issue has been raised multiple times by residents, and we are aware of the frustrations caused by the closure of calls without resolution,” Dlamini said. “We encourage residents to escalate these matters directly to us when they see no action taken. Management is actively reviewing such cases and will take corrective action to prevent recurrence.”

He clarified that while the customer care team is responsible for logging calls and routing them to the relevant departments, it is the departments themselves that must resolve the issues. If calls are closed without action, he said, it is considered a departmental failure that must be escalated to senior management.

What is being reported?

Service-related complaints cover a broad spectrum of issues, many of which directly affect residents’ health, safety and daily lives.

The most commonly reported problems include:

Electrical issues:

• Non-functional or damaged traffic lights

• Street lights not working

• Power outages

• Exposed power cables

• Open distribution boxes

• Damaged substations

• Illegal connections and cable theft

Water and sewer issues:

• Water supply interruptions or leaks

• Blocked or overflowing sewers

• Faulty or inaccurate water meters

• Leaking fire hydrants

• Missing manhole covers

• Blocked stormwater drains

• Discoloured or foul-smelling water

Roads and traffic concerns:

• Missing or damaged road signs

• Cracked or potholed roads

• Faded or absent road markings

• Missing or broken road barriers

• Cargo spills and fallen trees obstructing roads

Several of these issues, particularly loose power cables or blocked stormwater systems, pose significant safety hazards and can result in serious accidents if not promptly addressed.

Life-threatening emergencies

For emergencies such as fires, serious accidents, or criminal activity, residents are urged to contact emergency services immediately at 10177 or 011 458 0911.

Dlamini emphasised the importance of providing detailed and accurate information, including the exact location of the incident, a description of the issue and contact details, to ensure a timely and effective response.

How to log service-related issues?

To assist in resolving issues faster, the city advises residents to follow these steps when logging service calls:

• Clearly state the issue and the type of assistance needed.

• Provide full personal details, including name and contact number.

• Specify the exact location including suburb, street address, and nearby landmarks.

• Request a reference number for follow-up purposes.

• Note the name of the call centre operator for future reference.

• Ensure all details are captured before ending the call.

Residents are also encouraged to escalate unresolved issues to customer care if they suspect that a case has been closed without resolution.

What next?

The growing volume of unresolved complaints points to the urgent need for improved coordination between city departments and a more transparent service delivery model.

While the city acknowledges the problem and says management is reviewing the issue, residents continue to demand more decisive and visible action.

The current state of affairs has led to frustration and a loss of trust in municipal services.

To report service delivery issues, contact the City of Ekurhuleni’s call centre on 0860 543 000 or visit the official website.

For emergencies, dial 10177 or 011 458 0911.