‘Digital divide’ leaves some unable to use housing portal
Image from the council’s maintenance issues videos

‘Digital divide’ leaves some unable to use housing portal

A COMPLAINT about South Dublin County Council’s new online portal for reporting housing maintenance issues, has been lodged to the Ombudsman by TD Mark Ward (SF).

The Dublin Mid-West Deputy, says the “digital divide” has left some residents unable to use the new system, leading to longer waiting times for maintenance issues.

“Previously, residents would contact the council by phone and report their issue. Alternatively, they could contact their local elected representative who would report the issue on behalf of the tenant,” said Ward.

“I have had numerous calls from residents who report that they cannot use the online system or do not have the IT equipment needed to allow them access it.”

Ward says he has contacted the council on behalf of residents to explain the problem, but all he is getting back is “the same copy and paste answer” directing them to the online system.

He says for one resident is particular, an issue with mould in her kid’s bedroom has been raised four times, and a broken kitchen tap reported on five occasions.

Ward says the change disproportionally affects his office, as they have made the most representations to the council prior to the move to this online system.

“The latest data I received is that I submitted 2,952 members representations to the council compared with 554 by Emer Higgins TD, and only 179 by Gino Kenny TD.

SDCC’s response states the council’s Housing Online (HOL) portal provides an online, fully mobile 24/7 service for various housing services.

“Given the digital literacy of the vast majority of the population, standard maintenance requests should now be submitted online,” said the council.

“The Housing Maintenance team will only respond to member’s representations on behalf of tenants, if the request has already been logged in the first instance by the tenant(s) either through Housing Online or by phone from older tenants/persons who require assistance as outlined above.”

“This response is despite my office making numerous representations on behalf of the resident disclosing their inability to use the online system,” said Deputy Ward.

“South Dublin County Council have stated that older residents and JAM card holders can call the council. The reports that I have received is that they simply cannot get through.”

For full access to all content on Echo.ie and to support the continuation of local news and local journalism in your community subscribe HERE. Thanks for your ongoing support.

TAGS
Share This