Faulty online portal, computer bugs… The technical difficulties in accessing MaPrimeRénov ‘, a flagship device for aid in the renovation of housing, are “far from being resolved”, said Thursday, before a senatorial committee, the Defender rights (DDD) Claire Hédon. In October, it had already published a decision highlighting numerous technical malfunctions in the processing of applicants’ files.
Having received nearly 500 complaints in two years on this subject, the Defender of Rights targeted in particular the online portal where users must imperatively create an account to take their steps. The malfunctions of this portal could have consequences in the payment of aid, which targets low-income households, and plunge some into precariousness.
900 new complaints
Following the publication of the decision, the Defender of Rights received “900 new complaints”, she indicated to the Senate commission of inquiry on energy renovation. Some of these complaints were caused by the media coverage of its decision, but others come from applicants to whom the public authorities have not provided a satisfactory response and who therefore file a new complaint, said Claire Hédon.
“We have observed a certain improvement in the quality of service provided to users. However, frankly, the overall difficulties are far from resolved, with some of our claimants whose cases have been outstanding since then still unable to access their account or file exhibits,” she added.
The National Housing Agency (Anah), which manages MaPrimeRénov’, replied that it had “implemented very concrete measures to respond to the observations of the Defender of Rights and more broadly to improve the quality of the service provided to users” , including “the establishment of enhanced support for the oldest cases in difficulty”.
Dematerialization in question
On the other hand, it did not accede to its request to set up an alternative channel to 100% digital to constitute the files. “Various services have been put in place to support beneficiaries in their request for assistance. These services are not, and are not intended to be, an alternative to the teleservice deployed by Anah”, wrote, in a letter dated January 10, the director general of Anah, Valérie Mancret-Taylor.
In front of the senators, Claire Hédon said she regretted it “given the persistent dysfunctions”. “And more generally, moreover, computer malfunctions and computer bugs will always exist, and you will always have to be able to reach someone,” she added. The difficulties of access to public services caused by the dematerialization of the procedures, in particular for the elderly who are not very comfortable with the digital tool, are a long-standing fight of Claire Hédon.