Bramley pensioner trapped in municipal limbo as City of Johannesburg fails to assist

For nearly two years, Bramley pensioner Portia Nyathi has been caught in a frustrating cycle of debt, stress, and unanswered questions, all because the City of Johannesburg has failed to transfer her late husband’s municipal account into her name.

Nyathi, who lost her husband in January 2023, says she has visited the city’s Sandton offices repeatedly, submitting all required documents, including a new title deed in her name. Yet, the account remains under both her and her late husband’s name, preventing her from accessing the pensioner expanded social package (ESP), and leaving her with monthly bills exceeding R4 000, a sum she says she cannot manage on her pension. “It has been almost two years now. Every time I go there, they tell me they are still waiting for the title deeds office, but I already have a new title deed in my name. Nothing changes. I go home with no answers.”

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The prolonged delay has had serious consequences. She alleges that Johannesburg Water contractors have been sent to disconnect her supply multiple times, as penalties accumulate due to the city’s administrative delays. The stress has also worsened her health, contributing to her diabetes and chronic illness, and leaving her worried about the security of her family home. “I am a pensioner. I don’t have any income. Sometimes I go without food because I must pay more than R4 000 to avoid water disconnection. At my age, I shouldn’t be going through this.”

She said city officials initially gave her ESP forms to complete, but failed to explain that the application could not be processed until the account was changed into her name. “If they explained properly from the beginning, all this suffering could have been avoided.”

Nyathi added that she does not receive municipal statements via email, and must log on each month to find out what she owes.

Nyathi approached Ward 81 councillor Joanne Horwitz, a month ago, for help. “She told me she would help escalate my situation, but after that she never responded to my messages. I feel like I have been abandoned.”

Horwitz said she met with Nyathi a month ago and explained that Johannesburg Revenue typically takes 30 days to respond to name-change requests. “The 30 days were up only on November 29, and I don’t recall seeing a response from them.”

Horwitz added that Nyathi’s experience reflects a wider problem. “Increasing delays in updating municipal accounts are blocking residents from accessing debt-relief programmes, disputing incorrect bills, or regularising their accounts.

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“Individuals who have legally purchased property, or experienced life changes, are left in administrative limbo, often facing financial, legal, and emotional consequences through no fault of their own.”

Horwitz calls on the City of Johannesburg to:

• Prioritise the clearing of backlogs in name-change applications,
• Allow residents to apply for debt relief and lodge queries while their name-change applications are pending, provided that proof of transfer or a letter of authority or of executor is provided,
• Provide clear turnaround times and transparent communication, including written confirmation of receipt and staged progress updates, and
• Implement accountability measures to prevent residents from suffering financial prejudice due to administrative delays.

“Residents deserve a city and a billing system that is fair, functional, and responsive. No one should be denied debt relief or the right to dispute incorrect billing simply because the city has failed to update an account.”

The Sandton Chronicle reached out to City of Johannesburg spokesperson Nthatisi Modingoane for a comment on December 2 and 8, but no comment was received by the time of print. An update will be provided once it is available.

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