‘Lot of public anger’ people trying to reach council desk

SENIOR officials at South Dublin County Council are investigating the “serious issue” as to why some phone calls by members of the public are not been answered.

At the monthly meeting on Monday, Cllr Francis Timmons (Ind) said there is a “lot of public anger” in relation to people trying to reach the public services desk, noting that not everyone can access online facilities.

“Trying to get through on the phone, I’ve nearly given up some days.

“As a councillor, you are left waiting ages, then you are cut to a department, then you are cut off.

“It is frustrating for me as a councillor but I have email addresses and other ways of contacting staff.

“The general public don’t have that,” said Timmons.

Cllr Madeleine Johansson (PBP) also reported that people are finding it especially difficult to contact the housing section to discuss immediate problems.

“It is not with staff, probably they are understaffed.

“People finding it extremely difficult to make contact.

“A lot of people telling me they have had no response in the housing section,” said Cllr Johansson.

“I’m getting no answers when contacting.

“Where tenants facing eviction, but hearing nothing from the council.

It is extremely frustrating they can’t get the help they deserve.

“And landlords are sick of it, deciding they are just going to put the houses up on the market because it is taking too long,” said Johansson.

Responding, SDCC Director of Corporate Performance and Change Management Lorna Maxwell said there was two things mixed together – the digital transformation, and the opening of the new customer housing centre.

“The housing services is including support for people who can’t use digital services and appointments can be made there for one-to-one support to show them how to use the systems.”

Ms Maxwell accepts there are difficulties for public and staff, to “come on board with use of new systems” but that they are trying to “improve and address those issues.”

Ms Maxwell noted an increase of staffing levels in recent years, but acknowledged a “significant level” of change for staff in terms of systems and procedures “alongside pressures they are feeling with the housing crisis.”

“I think it is a temporary challenge, and feel confident we will overcome,” she said.

SDCC Chief Executive Colm Ward said he was hearing about issues in relation to housing contacts “a bit too much” and that he will look into it and come back to members.

In relation to phone calls, Ms Maxwell said the council have been keeping a record of “where they are not being answered if that is the case, and following up on that.”

“As the chief executive has referenced, it is a serious issue and we are working to see what the problems are behind it, because it is not acceptable,” said Maxwell.