COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, July 10, 2023

QUESTION NO.24

QUESTION: Councillor C. O'Connor

To ask the CEO if the recently announced new system for reporting Maintenance issues is now working satisfactorily and will he update members?

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 into the system. To date there are 3,788 tenants registered on the system.  Within the past three months approaching 45% of all maintenance requests have been submitted by tenants who are registered for Housing Online and we continue to encourage all tenants capable of doing so to submit initial maintenance requests directly through Housing Online to facilitate the most efficient categorisation and assignment of work to either our direct labour staff or an appropriate contractor. This allows a more timely and responsive service to address maintenance issues in tenants’ homes

A dedicated phone line is available to take calls to report maintenance issues from tenants who are older, have additional needs, JAM card holders or emergency maintenance requests. Our maintenance staff are also aiding with step-by-step assistance to use the new system.