Customer Service Action Plan 2025 - 2028

The Department of Housing, Local Government and Heritage's mission is to support the sustainable and efficient delivery of well-planned homes and effective local government. Our Statement of Strategy sets out how we will achieve our goals.

We are committed to delivering high-quality, accessible, and responsive public services in accordance with the 12 Guiding Principles of QCS, and in line with OPS2020. This action plan outlines how we will implement the principles of quality customer service and meet the expectations set out in our Customer Charter.

• Respond to all queries within 15 working days
• Acknowledge complaints within five working days and issue a full response within 15 working days
• Maintain an accessible and up-to-date website
• Provide services in both Irish and English, in line with the Official Languages Act 2003

• Ensure physical and digital access to all services
• Provide support for people with disabilities through our Access Officers
• Offer documents and communications in accessible formats upon request

• Use clear, jargon-free language in all public communications
• Direct customers to the appropriate public body if their query falls outside our remit

• Welcome and encourage feedback, compliments, suggestions and complaints through qcsofficer@housing.gov.ie Invite those sending direct messages on social media to send their queries to this email address.
• Provide a transparent complaints procedure which is fair, impartial and prompt.

• Treat all customers with respect, fairness, and courtesy
• Expect the same from customers when engaging with staff
• Provide internal support and training to uphold service standards

• Handle all personal data in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018
• Ensure transparency, security, and lawfulness in all data processing activities

Respect and Courtesy

• Treat all customers with fairness, respect, and courtesy in every interaction.

Timely Responses

• Respond to queries within 15 working days.
• Acknowledge complaints within 5 working days and provide a full response within 15 working days.

Clear Communication

• Use plain, jargon-free language.
• Keep the website updated and accessible.
• Share updates on social channels and invite those sending direct messages to email us directly with queries or comments.

Accessibility

• Ensure physical and digital access to services.
• Provide support through Access Officers for people with disabilities.

Language Services

• Offer services in both Irish and English, in line with the Official Languages Act 2003.

Feedback and Complaints

• Welcome feedback to improve services.
• Provide a transparent and fair complaints process.

Data Protection

• Handle personal data securely and lawfully, in accordance with GDPR and the Data Protection Act 2018.

Customer Support

• Direct queries to the appropriate body if outside the department’s remit.
• Provide internal support to staff to maintain service standards