Week after week, I am receiving heartbreaking cases about the state of this vital service, Ms Pidgeon said. Older and disabled residents can struggle sometimes with new technology. Many don't own a smartphone. Given how inaccessible people are finding the new app, they're calling the call centre, they're struggling to get through, they're getting cut off after being on hold for over an hour. One resident told me they'd called 14 times before finally being able to speak to someone. Other people are getting confusing text messages sent to landlines.
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