TD lodges complaint to the Ombudsman about South Dublin County Council’s online reporting system

Sinn Féin TD for Dublin Mid-West, Mark Ward, says he has lodged a complaint to the Ombudsman about South Dublin County Council’s move to reporting of maintenance issues for council tenants to its Housing Online (HOL) portal.

Deputy Ward also says he is concerned that the digital divides preclude some residents from using this new system and leaving residents without adequate maintenance responses.

“South Dublin County Council’s move to an online system to report maintenance issues is causing residents longer waiting periods as some residents do not have the capacity to use online systems,” Deputy Ward said.

“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.

“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.

“I have contacted the Council on behalf of the resident and clearly explained that the resident in question cannot use the online system as I reported the issue to South Dublin County Council.

“As a public representative I take what residents tell me in good faith. When a resident reports to my office that they simply cannot use the online system, I inform the council.

“I am getting the same copy and paste answer from the Council directing them to the online system despite my office explaining the resident does not have the capacity to use this.

“This is disrespectful to the resident and me as the public representative.

“One resident has reported  to me that there is mould on the blinds, windows, walls, and ceiling of her children´s bedroom. This has been raised on four previous occasions.

“I have also reported to the Council that her kitchen tap is broken and that the handle on her front door is broken. She has also reported to me that her bedroom window will not open, and the bathroom window will not close. This has been raised on five previous occasions.

“I am an elected representative since 2016 and this is the first time that I have had to go outside of the Council to resolve a matter.

“I did not take the decision to lodge a complaint to the ombudsman lightly, but I was left with little choice after all other avenues I have taken to resolve this matter has fallen on deaf in ears with the Council.

“This change has disproportionally affected me as my office 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 2952 members representations to the Council compared with 554 by Emer Higgins TD, Fine Gael and only 179 by Gino Kenny TD, People Before Profit.

“Not everyone can use digital technology and there is even a bigger digital divide in working class areas.

“The secondary school I attended, St Kevins Community College, launched DEIS connects last year to help address the digital divide for tomorrow’s adults.

“According to the OECD, 1 in 6 Irish adults may be unable to understand basic written information and 42% of Irish adults score at or below level 1 on using technology to solve problems and accomplish tasks.

“Also please find attached the copy and paste response that South Dublin County Council have sent me stating 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 outline above.

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

“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.

“It is simply not good enough and the Council have a responsibility to their tenants.”