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SOUTH DUBLIN COUNTY COUNCIL

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, February 12, 2018

QUESTION NO.6

QUESTION: Councillor S. Holland

To ask the Chief Executive how many complaints or expressions of dissatisfaction SDCC have received year on year since 2014 regarding maintenance work carried out and delays to having work carried out.

REPLY:

The current housing management system in operation does not provide for recording of individual complaints on dissatisfaction of works in such a way as to report on them. Consequently it is not possible to quantify the numbers as requested.  However while complaints are sometimes received in relation to the standard of works undertaken it is more common that complaints are received in relation to delays in getting to the requested works.

In this regard and to assist the process all maintenance requests are categorised on a daily basis into the following categories, Emergency (1-5 days) Urgent (1-10 days) and Routine (over 12 weeks).  Once categorisation of the maintenance request has been completed these works are then issued to the Foreman of Works, Contractors or Direct Labour crew depending on the maintenance request to hand for works/inspections to be carried out.  The Council prioritises however work for older tenants and those with disability when known. Another reason for delays is the inability of the maintenance crew/trade to gain access.  In these instances a card is left requesting the tenant to make contact and arrange a suitable appointment.

If a complaint regarding the standard of works is received the Clerk of Works is contacted immediately to investigate and the works examined in light of the complaint.  Following on from this investigation remedial action will be taken where required.

It is anticipated that the Housing Business Transformation Project which incorporates an integrated Housing System will improve recording, provide for work follow up and certification and a much enhanced customer service.