New appointment-only Home Affairs office proposed for Cape Town Civic Centre to tackle booking issues

Ongoing concerns over the Department of Home Affairs’ appointment booking system have added urgency to plans for a new, appointment-only Home Affairs office at the Cape Town Civic Centre, proposed under a partnership between the City of Cape Town and the Department of Home Affairs.

The proposed facility follows ongoing public frustration and scrutiny around access to Home Affairs services, including complaints about booking system failures, confusion over confirmed appointments and long queues at some Cape Town branches. These concerns were amplified by a recent viral incident at the Tygervalley Home Affairs office, which renewed questions about how appointments are verified and managed.

Against this backdrop, the City confirmed it was approached by the Ministry of Home Affairs, via the Office of the Mayor, to establish a dedicated appointment-based office on the second floor of the Civic Centre in Hertzog Boulevard in the CBD.

The item is expected to be submitted to Council for consideration and approval in March, if all goes as planned.

If approved, Home Affairs would enter into a formal lease agreement with the City, after which the department would be granted early occupation to begin internal construction and operational readiness.

City officials said the initiative formed part of a broader effort between local and national government to improve access to essential civic services and relieve pressure on existing Home Affairs offices, including the busy Barrack Street branch.

Once operational, the Civic Centre office is expected to provide streamlined, appointment-only access to key national government services from a centrally located municipal facility.

Mayoral Committee Member for Corporate Services, Alderman Theresa Uys, said the location was well suited to improving service delivery.

“Once established, this dedicated Home Affairs office will enhance service delivery by providing Cape Town residents with streamlined, appointment-based access to key national government services within a centrally located City facility,” Uys said.

She added that the Civic Centre offered strong public transport connectivity, including the MyCiTi bus service, the Station Deck minibus-taxi facility and Cape Town station, and provided “a safe and dignified environment for conducting their business”.

The City’s Property Transactions Department is currently finalising the lease agreement.

Mayoral Committee Member for Economic Growth, Alderman James Vos, said the proposal demonstrated good governance and the strategic use of municipal property.

“By optimising our property assets, we ensure that City-owned land and buildings are leveraged in a way that delivers the greatest possible benefit to communities, supports economic activity, and unlocks long-term value for residents,” Vos said.

Minister of Home Affairs Leon Schreiber said the Civic Centre office would represent another milestone in the department’s Home Affairs @ home reforms, which aim to bring services closer to where people live.

“The establishment of a modern new Home Affairs office at the Cape Town Civic Centre demonstrates our commitment to delivering for the people of Cape Town,” Schreiber said.

“By locating our services in an accessible and well-connected public facility, we are making it easier for residents to access critical documentation in a safe, efficient and respectful environment.”

More information is expected once the item has served before Council.

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