No response to complaint to Irish Water

Caroline7881

[font=arial, sans-serif]We moved house on June 12th, and I called and registered the new address and paid my final bill for  the old address, and have been assured twice that this has all been updated on my Irish Water account.[/font]

[font=arial, sans-serif]On 20/08/15, we received a letter from Irish Water, addressed to my husband at our new address, stating he was responsible for the water charges at our new address. I immediately called Irish Water, who informed me that my new address had not been registered. He amended my account then to include the new address and assured me this would not affect me water grant application. I also checked my direct debit order was still active. He wasn't sure if I would receive a bill for the final two weeks of June for the new address, or whether it would  just be included into my next bill.
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[font=arial, sans-serif]On the 11/09/15, I called the water conservation grant helpline, as I was wondering if they had sent the letter to the old address, to be told that they have no record at all of my account number from Irish Water. I was advised to contact Irish Water directly to find out why, as October 8th is the last date to apply for the grant. She was able to access my account and and found the current address to be attached. She then put me on hold to find out why the department couldn't find my records. She told me that all the records haven't been forwarded yet to the department and that the system hasn't updated fully yet. The following day I sent a complaint to Irish Water as at this point I could just see that this was going to be an issue, which it has very much proved to be.[/font]

[font=arial, sans-serif]I still haven't received a response of any kind, though the complaints procedure clearly states that I would within five working days. I have not received a complaint number even. It's been nine so far and nothing.[/font]

[font=arial, sans-serif]I called the departments hotline again yesterday, and they still have no record of my account at all and say it definitely should not have taken this long to receive an update. [/font]
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[font=arial, sans-serif]Obviously, as a person who has registered and fully paid my water bills I am very concerned that I will not now be able to apply for the water conservation grant. I would greatly appreciate an answer to the following questions:[/font]

[font=arial, sans-serif]1. Is the information I have received regarding the list of registered customers still being updated accurate?[/font]

[font=arial, sans-serif]2.Can you confirm to me that my account information will be forwarded to the relevant department before the end of September, to enable me to receive the grant letter?[/font]

Irish Water: Niall

Hi Caroline7881,

Thank you for your query.

Please accept my apologies that you haven't received a response to your complaint. We are experiencing a backlog and there are delays in responding to customers. We apologise for any inconvenience caused and we endeavour to get back to our customers as soon as possible.

Irish Water is currently submitting any updated information for customers and non-customers who are eligible to apply for the 2015 Water Conservation Grant to the Department of Social Protection.

The Department of Social Protection will continue to issue letters until the end of September for all individuals eligible to apply for this years grant. If you have not received your letter after this time, we would advise contacting the water grant support team on 0761 087 890 or 1890 100 043.

If there is anything else we can help you with please don't hesitate to contact us.

Kind regards,
Niall

Caroline7881

Hello Niall,

Thank you for your reply. Thank you for confirming that the updates are still occurring.

I will wait to see if I am included in the updates. 

Kind Regards,

Caroline

Irish Water: Mairead

Hi Caroline 7881,

You're welcome.

If you have any other queries in future, please let us know and we will be happy to assist you further.

Kind regards,
Mairead

Caroline7881

Irish Water: Mairead wrote: »

Hi Caroline 7881,

You're welcome.

If you have any other queries in future, please let us know and we will be happy to assist you further.

Kind regards,
Mairead

Hello again,

The water grant support still have no record of my account. I called Irish Water and now I've been told a new story. Apparently, my details were sent to the department on August tenth and I would never have been included in any updates! Called the department back and they are adamant that no information has ever been received. 

So what can I do now? No point waiting until the 30th if this 'inclusion letter sent on August 10th' story is true.

Can you send my information again? 

Totally dissatisfied with the way this has been handled. 

Irish Water: Mairead

Hi Caroline7881,

I'm sorry you have had this experience.

We will certainly look into this matter for you, if you send the following details by private message:

- Name;
- Address and
- Contact Number.

If you PM us these details, a member of our team will assist you further.

Kind regards,
Mairead

Caroline7881

Irish Water: Mairead wrote: »

Hi Caroline7881,

I'm sorry you have had this experience.

We will certainly look into this matter for you, if you send the following details by private message:

- Name;
- Address and
- Contact Number.

If you PM us these details, a member of our team will assist you further.

Kind regards,
Mairead

Hi Mairead,

I PM'd you. Can I expect a call today?

Irish Water: Mairead

Hi Caroline7881,

Thank you for the update.

A member of our team will respond to your query shortly.

Kind regards,
Mairead

Caroline7881

Never heard back from anyone last night, except a PM to confirm I'm account holder.


So I managed to get in touch with a lady who works for the department of social protection water grant section, not the hotline. They handle the administration of the grant. She was very helpful and couldn't find any record of my account being forwarded on August 10th or any other day. This makes sense as as I originally stated, my husband received a letter on August 20th stating we had to register to pay for the new address' water supply.


So I need my account details to be forwarded again as obviously they have not gone through.

Irish Water: Aaron P

Hi Caroline7881,

A member of our team has responded to your query by private message.

Kind regards,
Aaron

P Train 21

Hi Guys,

One of your vans knocked my dog down

Irish water was on the side of the van

Regards

P Train

Irish Water: Niall

Hi P Train 21,

P Train 21 wrote: »

Hi Guys,

One of your vans knocked my dog down

Irish water was on the side of the van

Regards

P Train

We are really sorry to hear that. Would you mind sending a PM with the following details and we can help you with this straight away:

- Name;
- Address; and
- Contact Number.

Thanks in advance,
Niall