iCare Housing is committed to providing a professional service to all our tenants and doing the right thing.  However, we recognise that there may be times when we do not meet these high standards and having a clearly defined complaints policy and procedure helps us to ensure our customers receive the best possible services from the Company and that any complaints are handled in a fair, timely and responsive manner.

Definition of a Complaint:

A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, action or lack of action taken by us, affecting an individual, a customer or group of customers and can include:

  • When we do not deliver a satisfactory service.
  • When we give the wrong information.
  • When a customer has an issue with a member of staff.

Making a Complaint:

Where a customer is not satisfied with the initial response received from Company colleagues, a complaint can be made.

We wish to ensure that it is easy for a customer to make a complaint about a property owned and managed by us and so complaints will be accepted via any of our usual contact methods:

  • Verbally in person, by phoning 1800 233 244; or
  • In writing, by emailing; or
  • In writing, by letter to:
    iCare Housing CLG,

Suite 407 – 409 The Capel Building,

Mary’s Abbey,

Dublin 7, D07 VK20.