No water grant letter recieved yet - won't be in country for next week.

WaterWolf

Hello,

We registered with Irish Water in January and have paid both bills that we received. In August we received a letter from Irish Water saying that the water grant could not be issued on an unnamed account - despite us having provided names when we registered. We contacted Irish Water and the issue was rectified by the end of August - we were assured that we were still eligible for the water grant.

We still have not received any letter from the The Department of Social Protection. The Irish Water website insists that we should wait until September 30th to see if the letter arrives however we will be out of the country for the next week. If the letter is not there when we get back we will only have 4 days to sort it out before the closing deadline of October  8th.

Is there anything we can do to ensure we are going to receive this letter? Why has it been left to the last minute to issue these letters? I'm sure there must be people who are away for the whole 8 day period between September 30th and October 8th.

Harry Palmr

Sure it'll be on your doormat when you get back, it took me 5 minutes to complete the on-line forms with the info provided in the letter.

Irish Water: Mairead

Hi Waterwolf,

Thanks for your query.

WaterWolf wrote: »

Hello,

We registered with Irish Water in January and have paid both bills that we received. In August we received a letter from Irish Water saying that the water grant could not be issued on an unnamed account - despite us having provided names when we registered. We contacted Irish Water and the issue was rectified by the end of August - we were assured that we were still eligible for the water grant.

We still have not received any letter from the The Department of Social Protection. The Irish Water website insists that we should wait until September 30th to see if the letter arrives however we will be out of the country for the next week. If the letter is not there when we get back we will only have 4 days to sort it out before the closing deadline of October 8th.

Is there anything we can do to ensure we are going to receive this letter? Why has it been left to the last minute to issue these letters? I'm sure there must be people who are away for the whole 8 day period between September 30th and October 8th.

The Water Conservation Grant letters are being administered by the Department of Social Protection.

These letters are still being sent out and should arrive some time between now and September 30th.

You can contact the Water Grant Support Team in 0761 087 890 or 1890 100 043 and a member of the team may be able to assist you further.

You can find more information on the Water Conservation Grant here.

Kind regards,
Mairead

WaterWolf

As feared, when we arrived home there was no letter from the Department of Social Protection. I rang the Department of Social Protection and they told me they had not received our information from Irish Water. I tried to ring Irish Water but gave up after listening to Buena Vista Social club for 15 minutes.

On a more positive note, the Department of Social Protection said that the deadline does not apply if you have not received your letter yet.

Can you tell me why our information has not been sent by Irish Water?

WaterWolf

I tried ringing again this evening. Another 15 mins of guitar chords and repeated recorded messages before I gave up. That's half an hour of my life I'm not getting back again...

Irish Water: Niall

Hi WaterWolf

WaterWolf wrote: »

I tried ringing again this evening. Another 15 mins of guitar chords and repeated recorded messages before I gave up. That's half an hour of my life I'm not getting back again...

If you would like us to investigate this matter, please send the following details via PM:

- Name;
- Address; and
- Contact Number.

Thanks in advance,
Niall

sarahc1

Hi Irish Water,

the saga of a thread started by me on 20 August continues, and I'm getting quite annoyed about it.

The person who started the current thread is my housemate. I asked for their name to be added to the account (as per above thread), as it was in the original application, but you decided in all your wisdom not to add my housemates name, only mine. You told me via PM that you had added my housemates name to the account. There seems to have been a miscommunication and my housemate mentioned to you by PM that my name only was on the bill - correct as per our last bill, but the 2 names should now be on the account.

Now, we still have not received any correspondence from Dept. Social Protection about the water grant. They say that Irish Water have not sent on our details to them. You, Irish Water, confirmed to me via PM that we were eligible for the grant. I include text of this PM below:

Hi Sarah,

Thank you for confirming that.

I can confirm that you are eligible to apply for the Water Conservation Grant. The Department of Social Protection is in the process of contacting all customers and non-customers eligible to apply by the end of September.

In relation to being the sole account holder according to our systems the property has joint account holder responsibility. The responsibility is shared between yourself and HOUSEMATE. I can update the account so both your names appear on the bill, if you wish.

Please don't hesitate to let me know if you wish for both your names to appear on the bill.

Kind regards,
Niall

We also tried to call you twice yesterday, spending half an hour on the phone in total, nobody answering, and spending €10 on credit in the process.

So, please tell me ASAP:

1: Whether the 2 names are on the account.

2: Why you have not sent on our details to the Dept. Social Protection.

3: When you will do both of these things mentioned above

I am expecting a satisfactory resolution to these queries ASAP and in good time to ensure receipt of the grant. It should not take a month and a half to pass on our details re. the grant.

If you view the previous PMs sent to you by me, and by my housemate, you should have all of our details. Please do not suggest that I try and call you again - we will not be able to get through and I am not wasting any more money being put on hold by you.

Irish Water: Niall

Hi sarahc1,

sarahc1 wrote: »

Hi Irish Water,

the saga of a thread started by me on 20 August continues, and I'm getting quite annoyed about it.

The person who started the current thread is my housemate. I asked for their name to be added to the account (as per above thread), as it was in the original application, but you decided in all your wisdom not to add my housemates name, only mine. You told me via PM that you had added my housemates name to the account. There seems to have been a miscommunication and my housemate mentioned to you by PM that my name only was on the bill - correct as per our last bill, but the 2 names should now be on the account.

Now, we still have not received any correspondence from Dept. Social Protection about the water grant. They say that Irish Water have not sent on our details to them. You, Irish Water, confirmed to me via PM that we were eligible for the grant. I include text of this PM below:

Hi Sarah,

Thank you for confirming that.

I can confirm that you are eligible to apply for the Water Conservation Grant. The Department of Social Protection is in the process of contacting all customers and non-customers eligible to apply by the end of September.

In relation to being the sole account holder according to our systems the property has joint account holder responsibility. The responsibility is shared between yourself and HOUSEMATE. I can update the account so both your names appear on the bill, if you wish.

Please don't hesitate to let me know if you wish for both your names to appear on the bill.

Kind regards,
Niall

We also tried to call you twice yesterday, spending half an hour on the phone in total, nobody answering, and spending €10 on credit in the process.

So, please tell me ASAP:

1: Whether the 2 names are on the account.

2: Why you have not sent on our details to the Dept. Social Protection.

3: When you will do both of these things mentioned above

I am expecting a satisfactory resolution to these queries ASAP and in good time to ensure receipt of the grant. It should not take a month and a half to pass on our details re. the grant.

If you view the previous PMs sent to you by me, and by my housemate, you should have all of our details. Please do not suggest that I try and call you again - we will not be able to get through and I am not wasting any more money being put on hold by you.

A member of our team has responded to your query via PM.

Thanks,
Niall

sarahc1

I am just off the phone again with the Dept. Social Protection, and they have said that our details have not been forwarded on.

After being told that the details would be sent on the 9th October, I am wondering why this has not happened yet.

Thanks

Irish Water: Mairead

Hi Sarah,

sarahc1 wrote: »

I am just off the phone again with the Dept. Social Protection, and they have said that our details have not been forwarded on.

After being told that the details would be sent on the 9th October, I am wondering why this has not happened yet.

Thanks

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

Kind regards,
Mairead

sarahc1

Irish Water: Mairead wrote: »

Hi Sarah,

sarahc1 wrote: »

I am just off the phone again with the Dept. Social Protection, and they have said that our details have not been forwarded on.

After being told that the details would be sent on the 9th October, I am wondering why this has not happened yet.

Thanks

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

Kind regards,
Mairead

Thanks Mairead,

it will be good to know why our details were not passed on after being told that they would be, as it has taken far too long now (original correspondence re. the grant was 20 August) and I am curious as to why it has taken IW so long to do something so simple.

Regards

Irish Water: Niall

Hi sarahc1

sarahc1 wrote: »

Thanks Mairead,

it will be good to know why our details were not passed on after being told that they would be, as it has taken far too long now (original correspondence re. the grant was 20 August) and I am curious as to why it has taken IW so long to do something so simple.

Regards

A member of our team has responded to your query via PM.

Kind regards,
Niall

sarahc1

I am not sure how to respond to your latest PM, assuring me that you are seeking further clarification.

Seeking further clarification on what exactly - that you definitely didn't pass on our details as you said you would? Or why you did not do it?

This mess has been rumbling on since 20 August, and the level of service from IW is shocking. You respond quickly enough via a public forum, yet nothing ever seems to get sorted.

As per my PM, I would like information on how to make an official complaint to the relevant dept. in Irish Water. I am not asking for anything special from the IW, simply that they do their job as they say they will. As this has not happened, and it is now 2 months, I do not feel like I have any other option but to complain.

Irish Water: Amy A

Hi sarahc1,

We're sorry to hear that you feel this way.

A member of our team will respond to your most recent PM shortly.

Kind regards,
Amy