COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, February 13, 2023

QUESTION NO. 16

QUESTION: Councillor Liam Sinclair

That the manager outlines the process for lodging a maintenance report when a tenant has no access to the internet or a preference for not doing business online?

REPLY:

As part of the Council's ongoing digital transformation to provide enhanced and optimal customer service, the Housing Online (HOL) portal provides an online, fully mobile responsive self-service area that allows housing customers to self-serve 24/7 on any device for various housing services.  In this context, the online housing maintenance service facilitates the submission of maintenance requests straight in to the system which will allow a more timely and responsive service.  The volume of calls in relation to housing maintenance services is not sustainable in the context of trying to progress and complete maintenance requests and, given the digital literacy of the vast majority of the population, all standard maintenance requests should now be submitted online. A series of explanatory videos showing customers how to register and log a maintenance request online is available at: https://www.sdcc.ie/en/services/housing/maintenance-and-repairs/ while internet access is also widely available through the network of libraries and elsewhere in the County.  Any tenants experiencing challenges with using HOL can e-mail hol@sdublincoco.ie for assistance.

A dedicated phone service will still be available for telephone calls in relation to emergency maintenance requests and for tenants that are older, are JAM Card holders or who have additional needs during office hours.