I would like to make a complaint about a service

Customer Complaints Policy

Introduction to Customer Complaints

The Dublin Region Homeless Executive (DRHE) is committed to ensuring that the highest standards in homeless service provision are offered to individuals and families who experience homelessness. If you believe that you have not received the best possible service then tell us about it. Your complaints give us the information we need to improve our services. Where possible you should, in the first instance, contact the manager of the relevant homeless service to discuss your concern.

Who can make a complaint?

You can make a complaint if you are a DHRE service user, if you have recently used DRHE homeless services or if you are looking for a service from us.

What can I make a complaint about?

You can make a complaint about a DHRE service or a DHRE funded service. You can make a complaint about the actions of a DHRE staff member or staff of a DHRE funded service.

How long do I have to make a complaint?

All complaints must be received within two months of the incident.

How do I make a complaint?

You can make an informal complaint in person, by phone, by letter or e-mail. Our staff will make every effort to resolve your complaint. If you are not satisfied with this you may want to make a formal complaint. To make a formal complaint you should use the Customer Complaint on-line form here or download the form DRHE Complaint Form, complete it and send it by post to: Dublin Region Homeless Executive, Block 1, Floor 2, Civic Offices, Wood Quay, D08 RF3F.

If you need assistance in writing/voicing your concern you can contact us directly on 01 222 6861 or email drhe.complaints@dublincity.ie and we will assist you to submit the form on-line. You can also ask someone to support/advocate for you in making the complaint.

I have made a complaint to Dublin City Council, what happens next?

We will place your complaint on the complaints register and send a formal acknowledgment to you within 5 working days.  Your complaint will go to the line manager of the service you are using, who will investigate it and respond to you within 21 working days of receipt of the complaint form. If this time needs to be extended the service manager will contact you to update you.

If you are not satisfied with the response, you may appeal the decision to the Deputy Director of the DHRE. The Deputy Director will examine the complaint and the response received and will make a decision on the appeal.  

Office of the Ombudsman

If you feel like you've been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service.

Contact the Office of the Ombudsman:
Office of the Ombudsman 18 Lower Leeson Street Dublin 2
Tel.: Lo-call 1890 22 30 30 Tel.: 01 639 5600 Fax: 01 639 5674 Email: ombudsman@ombudsman.gov.ie Web: www.ombudsman.ie

Further Information

If you need further information about the complaints policy please contact us at drhe.complaints@dublincity.ie

To read more about Quality Standards in Homeless Services, please click here