By Someone Who Knows the Struggle of Complex Living. It’s a warm Saturday afternoon, and people are gathered around the braai complaining—again—about their complex problems. Leaking roofs, broken gates, and trustees who act like mini-presidents. Someone mentions the Community Schemes Ombud Service, also known as CSOS. You know, that government office you’ve heard about but never really trusted to solve anything. A few years ago, many people joked that CSOS was like a paper tiger—it looked scary on paper, but in real life, it didn’t do much. But guess what? It seems like CSOS is finally starting to fight back.

How It All Started

CSOS was established by the government in 2011 to assist individuals living in complexes,
flats, estates, and other shared buildings. Their job was to ensure that trustees followed the
rules and to help resolve disputes when neighbours couldn’t agree. This was a big job—South
Africa has around 70,000 community schemes, and these homes are worth more than R1.6
trillion (that’s a lot of zeros!).

But in the beginning, CSOS struggled. People complained that it was slow, unclear, and not
particularly helpful. Some experts even said CSOS didn’t have the right people or systems to
deal with all the problems that were landing on its desk.

Big Problems and Blame

By 2024, CSOS was getting thousands of complaints every year. However, over 3,000 cases
remained unresolved with no answers. Courts had started advising people to go to CSOS first
before consulting a lawyer, which only added to the pile.

 

To make matters worse, CSOS spent years attempting to develop an online system, but it
ultimately failed to do so. It wasted time and money, and people were still relying on
outdated paperwork.

Time to Go Digital

Then, things started to change. CSOS launched CSOS Connect, an online platform where
people can report problems and track them on their phones or laptops. No more standing in
long queues or filling out paper forms.


The Department of Human Settlements even promised that CSOS workers would receive
bonuses if they assisted people more quickly. CSOS also stated that it would educate South
Africans about their rights, ensuring they are not taken advantage of by unscrupulous trustees
or managing agents.

What’s Next?


Of course, fixing the website isn’t enough. People want real action. They want CSOS to
actually solve problems, not just talk about them in the news. Because let’s be honest,
painting over potholes doesn’t fix the road.
But here’s the thing: CSOS seems to be moving in the right direction at last. If it keeps going,
putting people first and making services easier to use,

What Can You Do? How to Make CSOS Work for You

If you live in a complex, estate, flat, or townhouse, you have the right to speak up when
things go wrong. You don’t have to stay silent or let unfair things happen. Here’s how you
can get involved and make sure CSOS works for you:
1. Know Your Rights
Did you know CSOS has rules to protect you as a tenant, owner, or trustee?
Visit www.csos.org.za to learn about your rights. The more you know, the harder it is for
people to take advantage of you.
2. Report Your Problems Online
Use CSOS Connect to report your issues, like:
 Loud neighbours,
 Unfair trustee decisions,
 Poor management of your complex.

Just visit www.csosconnect.org.za (or search CSOS Connect online). It’s free to use and you
can do it from your phone.
3. Don’t Keep Quiet
Tell your neighbours, friends, and family that CSOS is there to help.
Speak up at trustee meetings and AGMS (Annual General Meetings).
If you don’t speak up, nothing will change.
4. Follow Up
Once you report a problem, follow up on it. Ask for updates. Check your case online. Your
voice helps push things forward.
5. Share This Message
Share this article with your neighbours or on WhatsApp groups. The more people know about
CSOS, the stronger your community becomes.
Let’s Build Stronger Communities Together
CSOS is here to help YOU. But they can’t do it alone.
You have the power to make your complex, estate, or flat a better place to live.
Let’s not sit back and complain—let’s take action.
Because better living starts with knowing your rights, speaking up, and using the tools made
for you.
Visit www.csos.org.za or www.csosconnect.org.za today.
Together, we can make shared living better for everyone in South Africa.