Eng. Randa El-Menshawy, Minister of Housing, Utilities and Urban Communities, reviewed a report on the efforts of the Rapid Response System at the Minister’s Office in September. The report covered complaints and inquiries received from citizens through social media platforms and media outlets, as well as the measures taken by the Ministry’s affiliated entities to address them.
Eng. Randa El-Menshawy stressed that the Ministry places great importance on maintaining continuous communication with citizens and promptly addressing complaints and feedback concerning various services.
She emphasized the importance of field follow-ups and direct coordination between the relevant authorities to ensure that the necessary measures are taken to resolve problems and improve the quality of services provided.
The minister explained that the Rapid Response System is an important mechanism for monitoring citizens’ complaints and inquiries and addressing them proactively. She noted that the system’s role goes beyond receiving and handling complaints.
It also includes following up on implementation measures and verifying their results on the ground, while continuing to monitor cases that require technical or operational solutions.
The report highlighted several key response cases that demonstrated the speed of monitoring, action, and coordination among the Ministry’s affiliated entities. These included complaints about drinking water outages, low water pressure, and network pipe breaks.
One case involved a break in a main water pipeline in the Ferdous area of Hadayek October City. Technical repair teams were dispatched, the repairs were completed, and water supplies were restored to the affected areas.
The system also followed up on several drinking water and wastewater complaints across Giza, Qena, Luxor, Beheira, Alexandria, Matrouh, and other governorates. The relevant companies coordinated inspections of reports concerning low water pressure, water outages, and wastewater overflows.
Operations and maintenance teams, along with the necessary equipment, were deployed to address faults and resolve the causes of complaints. Follow-ups continued until services returned to normal.
Regarding services in new cities, the report highlighted field campaigns to address encroachments and obstructions on sidewalks and walkways at the Janna residential project on the 6th of October in the city. The obstructions were removed, and field inspections were intensified to prevent violations from recurring and preserve the urban appearance of residential areas.
The response efforts also covered complaints about construction waste, random storage of building materials, public cleanliness, and the condition of roads and utilities. These included reports from New Cairo, Hadayek, October, Obour, and other cities.
The relevant city authorities coordinated site inspections and took the necessary measures. The system also followed up on concerns about the structural condition of certain buildings and directed technical inspections to identify the causes and determine the appropriate measures.
In the housing sector, the system followed up on complaints and inquiries concerning social housing projects, handover schedules, and financing procedures. It coordinated with the Social Housing and Mortgage Finance Fund and the relevant authorities to review individual cases, contact citizens, and clarify implementation updates and required procedures.
These included requests related to inquiries and financing stages for housing projects in Hadayek Al-Assema City. The follow-up efforts also covered complaints about finishing works and services in certain residential projects, including developments in Sheikh Zayed City and the Zahret Al-Assema project.
The relevant authorities coordinated to review the feedback, inspect individual cases, and take the necessary measures to protect beneficiaries’ rights and ensure compliance with approved specifications and requirements.
Eng. Randa El-Menshawy stressed the need for continued coordination among the Ministry’s affiliated entities and prompt action on urgent complaints, particularly those involving essential services and citizens’ safety. She also emphasized the importance of following up on cases requiring additional technical or operational measures and ensuring that appropriate solutions are implemented.
The Minister of Housing underscored that the Rapid Response System is an important tool for supporting the Ministry’s efforts to improve performance and enhance service efficiency by turning reported complaints and observations into concrete action.
She affirmed that work would continue to develop monitoring and follow-up mechanisms and strengthen communication with citizens, ensuring faster responses and higher levels of satisfaction with the services provided.