COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

South Dublin County Council Crest

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, February 12, 2024

QUESTION NO. 33

QUESTION: Councillor C. O'Connor

To ask the CE what actions he is taking to ensure that all housing maintenance calls are dealt with effectively to the satisfaction of tenants and will he make a statement? 

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 which will allow a more timely and responsive service. 

A series of explanatory videos showing customers how to register and log a maintenance request online is available at: Housing Online - SDCC; Maintenance and Repairs - SDCC.  Internet access is 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.

Maintenance requests in the first instance should be submitted by the tenant directly through Housing Online where they are able to do so as this will facilitate the swiftest categorisation and assignment of work to either our direct labour staff or an appropriate contractor. This will allow more efficient responses to address maintenance issues in tenants’ homes. 

Already, almost half of tenants have registered on the new system, which is straightforward to use, tenants can submit maintenance requests from any device at any time once registered. Many people are digitally literate to a reasonable degree but where barriers to use of the system exist, a dedicated Council phone service is available for calls during office hours to report maintenance issues from tenants who are older, have additional needs or who have digital literacy/access issues. Our maintenance staff also provide assistance with user guides and step-by-step assistance on how to use the system.

Dedicated frontline housing staff have been nominated to act as digital champions and are available to show customers how to operate on-line self-service processes which include a range of options including the ability to report maintenance and repair issues, apply for housing, access information on rent account and housing grants.