The Iveagh Trust tries to provide the best possible service, and sets itself high standards for response, courtesy, efficiency and quality. However, if we have not performed as well as you would like us to, it is important that you tell us. The following details how to make a complaint, and the steps we will take to resolve the problem.
What is a Complaint?
A complaint is a report to us about poor service. It may include:
- Failure to take action following initial contact.
- Failure to provide a service.
- Delay in providing a service.
- Failure to comply with a procedure.
- Provide an unfair service.
- Unhelpful behaviour or unfair treatment by staff or contractors.
- Where we got it wrong.
The Iveagh Trust complaints policy defines a complaint as:
“ An expression of dissatisfaction, not resolved immediately to the tenant’s satisfaction, about the level, quality or nature of a service provided by The Iveagh Trust or its contractors which the Tenant feels should have been provided”.
What about repairs?
If you are reporting a repair problem for the first time it will be treated as a request for a repair, rather than a complaint. However, if the repair is not carried out in the stated timeframe (emergency, urgent & routine), or to an acceptable standard, then this becomes cause for complaint.
What about noisy neighbours or anti-social behaviour?
If you contact us to complain about noise from your neighbours or other anti-social behaviour then this is a request for reasonable action, bearing in mind there are limitations in what we can achieve. If staff do not take any action then it becomes cause for complaint.
What about my application for housing?
If you are an applicant for housing and you feel that you have been unfairly treated it becomes cause for complaint.
What about my transfer application?
If you are not satisfied that we have followed our transfer procedure then you should appeal to the Housing Officer . If you are not satisfied with the outcome of the appeal, you may then make a formal complaint to the Director of Housing, where your case will be assessed.
Who can complain?
Our complaints procedure is open to everyone who receives or requests a service from The Iveagh Trust, and people who are acting on their behalf. This includes:
- Tenants or people acting on their behalf
- Applicants for housing
- Neighbours of our properties
- Councillors and TD’s
- Solicitors & Advocacy agencies
- Staff from other businesses that we deal with.
How do I complain?
Complaints must be submitted by completing our complaints form (available for download here). This helps us to collect relevant information to deal with your complaint quickly and effectively. If you need help to complete the form you could ask your family, a friend or a member of your tenants’ representative committee for assistance. Once we receive your complaint form or letter your complaint will be logged on our computer database, and the complaint will be investigated and you will receive a reply.
You should contact your estate office. We will try & sort out your complaint immediately. If this is not possible, we will acknowledge your stage 1 complaint within 1 week and send you a full response within 2 weeks.
If you are not satisfied with our response at stage 1, you should contact the head of the department in which you are complaining about. Name and contact details will be given in your response letter in stage 1. We will acknowledge your stage 2 complaint within 1 week and send you a full written response within 3 weeks.
If your complaint is complicated, we may need longer than 3 weeks to investigate, if this is the case we will write to you giving an expected response time.
If you are not satisfied with our response at stage 2, you should write to: CEO, The Iveagh Trust , Bull Alley Street, Dublin 8. We will refer all the information received, you may be asked to attend a meeting to discuss your complaint in person. We will acknowledge your stage 3 complaint within 1 week. The CEO will hear your complaint within 4 months. We will send you a full written response within 2 weeks of the meeting.
We will give you more details about this if your complaint reaches this stage.
Can I take any further action after the CEO decision?
Yes—Should you still not be satisfied by the outcome of your complaint, you can appeal in writing to the:
Panel of Trustees, The Iveagh Trust, Bull Alley Street, Dublin 8
The panel will investigate your complaint and respond within 6 months of receiving your letter of appeal.