As part of our ongoing digital transformation programme, the Housing Online (HOL) portal provides housing customers with a secure, mobile-friendly self-service platform that is available 24 hours a day, 7 days a week. The portal enables tenants to access a range of housing services, including the submission of maintenance requests directly into the repairs management system, facilitating a more efficient, timely and responsive service. 4,450 households are registered with our Housing on Line Portal.

Given the widespread availability of digital technology and the high level of digital engagement across the population, tenants are encouraged to submit non-emergency maintenance requests through Housing Online. This approach supports faster processing, improved customer tracking and more effective management of repair requests.

To assist customers in using the service, a range of step-by-step guidance videos is available on the Council’s website at Housing Maintenance and Repairs. In addition, internet access is available through the public library network and other community facilities. Tenants who require assistance with registration or using the portal can contact the Housing Online team at hol@sdublincoco.ie.

The Council recognises that some tenants may face barriers in accessing digital services. Accordingly, a dedicated telephone service remains available during office hours for emergency repairs and for older tenants, JAM Card holders and tenants with additional support needs who may require assistance in logging maintenance requests. 14,445 telephone calls were answered by the team up to the 30 June 26.

Members should note that the Housing Maintenance Section can only act on representations relating to maintenance issues where the repair request has first been logged by the tenant through Housing Online or, where applicable, by telephone through the dedicated support arrangements outlined above.

In light of the range of digital and assisted-access options currently available, it is not proposed to reintroduce a general telephone-based maintenance reporting service for all tenants.