Complaints
iCare Housing welcomes feedback from tenants, service users and third parties, including complaints, and views it as a valuable opportunity to improve and refine the services we provide. Our Goal is to provide a consistently high standard of service, and where a complaint is made, to address it promptly and effectively. While we strive to offer excellent service at all times, we acknowledge that issues may occasionally arise. To address this, we have implemented a complaints process that is transparent, consistent and fair. Complaints will be handled impartially and in confidence, and information will only be shared with staff who are directly involved on a need to know basis.
Definition of a Complaint
A complaint is an expression of dissatisfaction made by a tenant, service user, or third party about the service provided, a failure to provide a service, or the conduct of the organisation or individuals residing in its properties, where the complainant is directly affected.
Tenants, service users, and third parties have the right to raise a complaint and seek resolution if they feel:
- They have been unfairly treated by iCare Housing.
- A service to which they are entitled is not being provided.
- A service that is being provided is inadequate.
- A decision made about them is incorrect or failed to take all relevant facts into account.
- A request for a service or information has been ignored.
This list is not exhaustive.
Making a Complaint
You can make a complaint by phone, via email, or in writing:
- You can phone iCare Housing on 1800 233 244
- You can email us at: info@icarehousing.ie
- Or write to: iCare Housing, 407 – 409 The Capel Building, Capel Street, St. Mary’s Abbey, Dublin 7, D07 VK20.
When submitting your complaint, please ensure you include the following information:
- Your full name, address, phone number (and email, if applicable), and whether you are submitting the complaint for yourself or on someone else’s behalf.
- A clear summary of your concerns, including any relevant dates, times, and specific incidents – starting with the most significant issue.
- A statement of what you would like to happen as a result (e.g. an apology, clarification, or action).
- Your preferred method for us to contact you.