Social Policy Quarterly Report
Citizens Information Board, Quarter 3 2014
1. Introduction
During Quarter 3 (June - September) 2014, over one thousand (1,011) evidence-based social policy
returns (SPRs)1 were submitted to CIB. Of these, 812 (80%) came from local Citizens Information
Services (CISs) and 199 (20%) from the national Citizens Information Phone Service (CIPS).2 The
following gives a statistical breakdown of the issues occurring for clients of CICs and CIPS.
The largest number of SPRs concerned Social Welfare (55%) followed by Money & Tax (11% SPRs),
Health (9%), Education and Training (4%) and Consumer Affairs (4%). See chart below. As is
generally the case, these policy issues reflect the nature and type of overall information queries
dealt with by services nationally.
The category breakdown of issues raised by CISs and CIPS is also broadly consistent with the same
period last year but features a decrease in social welfare issues from 62% - and an increase in Money
and Tax issues from 3% to 11% (due to a rise in Local Property Tax queries and related policy issues
recorded by services). This report is concerned with analysing the 41% of the returns - over 400
cases - that have been classified as policy issues3.
Social Policy Return Categories
Quarter 3, 2014
Consumer Affairs
3%
4%
4%
3%
Education & Training
Employment
9%
Government in Ireland
6%
Social Welfare
55%
Housing
11%
2%
1
Health (incl medical cards)
Justice
Money & Tax ( incl Revenue and
Local Property Tax)
The term ‘social policy return’ refers to policy feedback from frontline information, advice and advocacy workers. This
feedback is indicative of policy issues identified by frontline staff and provides illustrative evidence of the impact of policy
on individuals and families.
2 In addition, CIPS undertook a number of sample surveys providing statistical snapshots of key policy issues. These are
incorporated into the body of this report, where applicable.
3
The balance, almost 60% of feedback, relates to what can be described as operational matters and have been referred
onward to the appropriate scheme area within Departments.
1
What is a Policy Issue?
Both CISs and CIPS record policy issues under the following categories, which are also used in
reporting. These are:

anomalies or problems relating to legislation that means that policy is working in practice
for some people, but not for others who have similar or equivalent needs;

gaps and inconsistencies in service provision; and

difficulties that arise for people when they experience differences between schemes
described and the actual service delivered to the public.
Most (88%) of the policy issues raised during quarter 3 were spread across two category areas:
Anomalies4 (43%); and Gaps/ Inconsistencies in Service Provision (45%). The remaining 12% of
issues arise out of differences between schemes described and the actual service delivered.
Type of Policy Issues returned
Quarter 3, 2014
Anomalies
43%
45%
Difference between
Schemes Described and
Services Delivered
Gaps/Inconsistencies in
Provision
12%
2.
Policy Issues
Anomalies and Gaps and Inconsistencies
The majority of perceived anomalies reported during the third quarter were in relation to Social
Welfare. Supplementary Welfare Schemes represented 16%, Unemployed People 15%, and Families
and Children 12%. Social Welfare payments and services were also the subject of most gaps and
inconsistencies recorded, representing 50% of the overall number of policy gaps highlighted during
Quarter 3.
Within Social Welfare, there was a wide spread of SPRs across Jobseekers payments (JA and JB),
Supplementary Schemes, Extra Social Welfare Benefits (Household Benefits Package and Fuel
Allowance) and Families and Children. Rent Supplement accounted for most SPRs within
Supplementary Welfare Schemes.
Reported policy issues to do with Rent Supplement were mainly in relation to the problems people
experienced in finding landlords that will accept RS tenants and in finding accommodation within the
rent limits5 for their family size.
4
An anomaly can also be a policy deficit, which leaves some people without services and supports or income they need.
5
The criteria for determining rent limits are divided by location and family type: single person in shared accommodation
2
2.1
Rent Supplement and Housing
Difficulties with Rent Supplement as a housing support is a recurring issue in feedback from CISs and
CIPS.
Services indicate in their feedback during Quarter 3 that the issue of ‘top up’ payments to landlords
has emerged amongst recipients of rent supplement who find it difficult to find accommodation
within the current rent limits for their family size. This leaves people in a vulnerable place when
negotiating their rent with a landlord and is a hidden ‘draw’ on their welfare payments.
In a number of instances cited by services, people were already living in a rental property and paying
a ‘top up’ payment when the landlord increased their rent. Some clients were already living in
suitable accommodation but found that when their circumstances changed, their landlord would not
then accept RS.
CISs and CIPS point to the vulnerability of tenants who are required to negotiate rent with their
landlord but are afforded little or no security of tenure. This poses a particular problem for
individuals and families who need to keep accommodation close to their work and schools and who
are already living on limited financial means.
Client is on rent allowance but is paying over the current rent cap of €450.When submitting
information on amount to be offset as expense on medical card was afraid to disclose the actual
amount of rent paid of €550. This has had an impact on her eligibility to qualify for medical card.
Co Clare CIS
A client parenting alone and who is in receipt of rent supplement called to the centre seeking
advice on her situation in relation to rent. The client explained that her landlord wishes to
increase her rent from €975 to €1,250. Already the client has had to pay extra top up because of
the shortfall in rent supplement and now with the new increase she fears becoming homeless. I
arranged an appointment for the client with the Tenancy Protection Unit - her case seems to
meet their criteria. The shortage of council accommodation coupled with the unrealistic rent
limits have led to this single parent of young children being placed in a very vulnerable position.
Blanchardstown / Dublin 15 CIS
Client is in receipt of rent supplement and is married with two school-going children. The landlord
has notified his intention to raise the rent to a level that is above the max Rent Cap Level. He is
finding it very difficult to source accommodation within the rent cap for this area. He is also
finding it difficult to source accommodation where the landlord will sign/agree to rent
supplement. This family are extremely stressed as they have no security of tenure. I referred
these clients to Threshold locally and advised them to bring their lease/notice of rent increase
with them to ensure their rights as tenants are being adhered to. Galway CIS
couple in shared accommodation - and so on to - couple with 3 children or one-parent with 3 children. See rent limits at
http://www.citizensinformation.ie/en/social_welfare/social_welfare_payments/supplementary_welfare_schemes/rent_su
pplement.html
3
Both clients are unemployed with a 3rd child on the way. They want to apply for rent supplement
but their landlord won’t accept RS. So our clients can’t afford to pay their rent and can’t find
property where rent supplement is accepted. Meath CIS
Female client was very upset having received a letter from the rent supplement unit requesting she
have her monthly rent lowered to €600 or find somewhere else within the limits. Her landlord has
refused to lower the rent any more. As it is, he is accepting €650 per month when the house next
door is €850 pm. Client is afraid she will become homeless with her young child. The rent limits in
Wicklow are too low and are not realistic in comparison to the current rental market. Wicklow CIS
4.3.2
Housing and Co-Parenting
A small number of housing concerns were raised in relation to situations where families were
separated and co-parenting. In these circumstances, both parents have a need for accommodation
large enough to accommodate their children’s overnight stays. Some fathers in particular, have
reported to that they cannot access housing support that recognises their role as a parent once they
are separated from their spouse. This issue was also recently explored in a High Court case, which
found that the DSP must reconsider its decision to grant rent allowance to a separated father – who
has shared custody of his children - at a rate applicable to a single person.
The ruling stated that the Deciding Officer applied the wrong legal test in looking at the father’s
accommodation needs and that - given the joint custody arrangements - the children could not be
viewed as living primarily with one parent.6 The ruling will have implications for separated parents in
similar circumstances.
Single father with 3 children came to office with letter from Rent Unit requesting he approach landlord
to reduce rent as he was above rent limit otherwise he would have to move. He explained he has joint
custody of 3 children, has been receiving rent supplement for four years under those circumstances. His
rent was below the limit for a single parent with 3 children. Drafted letter explaining circumstances and
advised to contact local Council. This situation is putting huge pressure on families. Wicklow CIS
This caller is separated but he shares custody of one child. He applied for social housing and was informed
that he would only be considered for a one bedroom house. His ex-partner is allowed a two bedroom
house. He feels that this is unfair. CIPS
Caller separated from her partner but still living in the joint home together. The home is jointly owned.
They have 4 children. This client cannot get OFP because they are living in the same house. She cannot
move out because she is not deemed to be in need of social housing. She is waiting for civil legal aid
application to go through and was told it might take up to 9 months to deal with the separation order. CIPS
6
For more information on this ruling and the case see http://www.communitylawandmediation.ie/blog/high-court-rulesin-clm-northside-case-that-the-department-of-social-protection-erred-in-its-refusal-to-grant-a-separated-father-of-fourchildren-an-appropriate-amount-of-rent-supplement.738.html
4
2.2
Policy Context
The lack of suitable housing options for people on low income was one of a number of factors that
contributed to the increase in the number of recipients of Rent Supplement (RS) from 59,700 in 2007
to a maximum of 97,000 in 2010. (The number of recipients at the end of November 2014 was 71,
8317).
The new Housing Assistance Payment (HAP) is being introduced and will replace Rent Supplement
for those people with a long-term housing need8. However, the policy intent is that Rent Supplement
will remain the housing support for people who have short term housing needs.
Minister for the Environment Alan Kelly recently announced that the Government Social housing
strategy9 ‘Support Supply, Reform’ will supply up to 110,000 homes over the next six years, including
35,000 social housing units to meet the additional social housing requirements determined by the
Housing Agency. The Strategy also points to the need to examine ways in which greater stability and
security of tenure might be brought about for tenants of social housing. The strategy comes in two
phases, with the first to be delivered by the end of 2017, setting a target of 18,000 additional units
and 32,000 other homes where the State pays most of the tenant’s rent.
The second phase, to be delivered by the end of 2020, sets a target of 17,000 additional units and
43,000 more homes where most of the rent will be paid under the State’s Housing Assistance
Payment, which is replacing Rent Supplement, and the Rental Accommodation Scheme.
While HAP is a welcome initiative, feedback from services has indicated that the continued rise in
rent is a significant issue in the context of this new programme. The gap between the maximum RS
allowed to an individual or family and the average rent is widening leaving little recourse for people
on low income with a housing need who wish to remain living close the their schools or places of
work10.

Careful monitoring and some flexibility in relation to rent limits in line with up-to-date rent
indices is needed to ensure that affordable housing options are available for individuals and
families in need of this housing support.

Consideration to be given to the current role of landlords in relation to access to private
rented accommodation, particularly in situations where people are already renting a
property but find their circumstance change and that they cannot meet the cost of rent from
their own income. In this context, consideration might also be given to putting in place a
system of direct negotiation between the DSP and landlord where, RS is awarded on a
similar basis to the direct payment provided to landlords through HAP.
7
See Minister Kevin Humphreys TD Written answers on 11/12/2014 at https://www.kildarestreet.com/wrans/?id=201412-11a.99
8
HAP is being piloted in several housing authorities (Cork County Council, Limerick City and County Council, Waterford City
and County Council, South Dublin County Council, Kilkenny County Council, Monaghan County Council and Louth County
Council).
9
See http://www.environ.ie/en/Publications/DevelopmentandHousing/Housing/FileDownLoad,39622,en.pdf for the strategy document.
10
Rents are now more expensive than they were at the same stage last year in every county in Ireland, according to the
latest quarterly Rental Report by Daft.ie. Nationally, rents have risen by over 11% in the space of twelve months with the
national average rent now €933 compared to €842 a year previously. Dublin's annual inflation rate has slowed for the first
time in five years, but prices have still risen by over 14% in the capital since the last three months of 2013. In the other city
centres, rents continue to climb. Waterford experienced an annual rise of 5%, Limerick 6%, Galway 7% and Cork 8%.
5
Example Cases:
Clients rent has increased to above the maximum rent limit for rent supplement. The client is fearful that
she may not be able to meet the new rent and may become homeless. (This client two children) Dun
Laoghaire - Rathdown CIS
Clients reporting to our office the difficulty they have in finding accommodation for the set rent allowance
for this area. The DSP are requesting clients to negotiate with landlords, however, landlords unwilling to
reduce rents. This is leaving clients in a very difficult situation. Bray CIC
2.3
Homelessness
Services have seen a rise in the number of SPRs to do with homelessness, representing nearly a
third of housing policy feedback during Q3. Many of these conveyed peoples fear at becoming
homeless when they found it difficult to find a landlord that would accept rent supplement. Others such as the case examples provided below - describe the difficult situations facing people who have
been homeless for some time.
Client is a single man and homeless since April 2014. He now been offered emergency accommodation
and told that the rent is €89 per week in shared accommodation. The Rent Supplement limit for Meath
for a single person in shared accommodation is €200 per month or €46.15 per week. The client should
be contributing €30 towards his rent, but instead must pay €73 per week out of his weekly SWA
payment of €186. This client says that he is better off on the streets and sleeping rough. Co Meath CIS
This man is living on the street and has been given a standard housing application form, which he needs
photo id to complete. However he cannot provide ID without an address. Dublin North West CIS
Client was unable to secure accommodation where the landlord accepted rent supplement, and the
client became homeless as a result. After staying with friends she was awarded emergency
accommodation from the county council for herself and two children. This accommodation is
unsuitable for the children as it is dirty, overcrowded and too far away from their school resulting in
them being late every day. The client has a disability and is unable to work so cannot pay rent from
her own resources. The woman is stressed and as a result becoming ill, and because she is a single
parent she has nobody to mind her children or commute with them to school from the emergency
accommodation. The woman has searched websites and local agencies every day to find a landlord
accepting rent supplement and the council are unable to provide her with long term housing. The
woman was extremely upset. Her children’s school have provided reports for the county council
explaining how, where the children are staying is having a detrimental effect on their well-being and,
in turn, education. Blanchardstown / Dublin 15 CIS
Homeless person given advice and referred to Focus Ireland. This client is suffering from serious mental
health problems. Was in prison and in St Vincent's psychiatric hospital but left that facility and is now on
the streets. The issue here is the lack of support for very vulnerable people. This client was completely
penniless and was not taking his medication. Consequently he was very unwell. Dublin City North Bay
CIS
6
Client presented at CIC and said that he was homeless due to having been evicted by his landlord. He
had been with HEO (former CWO) who had told him that he should travel to Cork (56 miles away) and
get hostel accommodation there as there are no homeless services in West Cork. When client came to
CIC, telephone calls were made to all the hostels in Cork to see if there were any vacancies however
they were all full. Lack of emergency accommodation means that this man will have to sleep rough.
HEO would not give any emergency payment. Cork (West) CIS
3.
Cross Cutting Policies
Jobseekers payments, Family Income Supplement and Qualified Adult /Child Increases
In a number of social welfare policy areas such as jobseekers payments, rent supplement, and
payments to families and children, services have found that one policy or scheme can in practice cut
across the financial benefit of another, leaving the client with a financial dilemma.
Policy feedback relating to unemployed people represents 15% of the reported anomalies to CIB
during Quarter 3. The types of issues raised focus on the difficult financial situations people find
themselves in when combining part-time work with Jobseekers payments or participating in an
activation programme.
Participants in activation programmes are liable to pay PRSI and in some instances the USC.
Feedback to CIB states that people often find it difficult to meet these charges and the additional inwork cost of travel and childcare.
Example cases
This client was in receipt of jobseekers allowance of €372.4 claiming for a spouse & 2 children. Client
started a CE Scheme and thought this would increase the household income by €20 per week.
However after tax & PRSI the client is now working & receiving €362 which is €10 less than the
jobseekers payment. Tallaght CIC
This is a cohabiting couple with 3 children. He is starting a CE scheme soon (on the advice of
INTREO) in receipt of €402.20 J/A per week. He's is now going to be down €15 a week after paying
PRSI on the scheme. He'll also have travel expenses. With a fourth child on the way, this family are
really going to feel the pinch. Clare CIS
Client called to query his payslip. He recently started a Tus scheme and understood that he would
be getting an additional €20 per week. As the Tus scheme is considered work he is now liable for
PRSI as he exceed the PRSI ceiling of €352.00 per week. He is claiming an allowance for his wife and
three children. He is only €4.30 better off on taking up this scheme while working nineteen and a
half hours per week. Families with children are at a disadvantage in taking up such schemes.
Wicklow CIS
Client gets €372 on JA. He takes up a CE Scheme and earns €20 more for working 19.5hrs a week. Once
he is taxed he takes home less than when he was unemployed, even though he is going out to work
19.5hrs a week.
7
Client had been on JA but managed to get some part time work. Firstly he was working 3 days a week for
2 hours a day and he was receiving some JA. Now he has been offered work over 5 days a week. This
gives him only 10 hours work x €8.65 per hour. His JA has now been refused. Limerick CIS
The 3- day rule for JB/JA eligibility is among the most frequently reported policy issue from CISs and
CIPS. It is seen as an anomaly that leaves some low paid part-time workers without income support
(particularly where they do not qualify for FIS) while others on similar hours of work and wages are
eligible for income support (because the pattern of their working hours is concentrated over three
days or less).
It should be noted - in this context - that the 2014 ESRI report ‘Welfare Targeting and Work
Incentives’ found that work pays more than welfare for close to 6 out of 7 unemployed people, even
when in-work costs like childcare and travel to work are taken into account. The Report also found
that among those people in employment (or unemployed facing a situation where work pays less
than welfare) more than 7 out of 10 choose work rather than welfare.
However, CIB services, by their nature provide support to a cohort of the public for whom the
employment opportunities provided by activation schemes - or work on minimum wage - may leave
them worse off financially or at the loss of another supplementary support. Budgetary changes have
also had an impact. For example, people participating on CE schemes are disqualified from
simultaneously receiving certain welfare payments that they might previously have received11.
Participants now receive CE allowances only at a rate equivalent to their social welfare payment,
plus €20, subject to a minimum payment of €208 per week12.
Given the structural complexities of the social welfare system, it can be difficult at times for clients
to determine the best payment to apply for, particularly when some payments and benefits act as
'gateways' to other payments and services.
This client and his wife were on JA which was split 50-50 (both were receiving €156 per week). He went
on a TUS scheme and his payment went up to €208 per week because he was entitled to have his
minimum payment increased to €188 plus €20 for TUS allowance. When TUS finished he went on
Internship immediately. He is now getting €206 per week for a full time position as his basic social
welfare payment went back to €156 when the TUS finished, and he only gets the €50 increase for
Internship on top of his basic payment. Surely, the same rules should apply to an internship that the
basic payment will be €188 plus whatever the additional allowance is? Kerry CIS
In this regard, the new HAP is a positive move. One of its objectives (though the use of differential
rent) is the removal of a potential barrier to employment by allowing recipients to remain in the
scheme and benefit from social housing even if they gain full-time employment.
11
Those who previously retained social welfare payments, included recipients of OFP (partially retained), Deserted Wife’s Benefit (fully
retained), Widow(er)’s Pension (fully retained), Illness Benefit (fully retained), Disability allowance (Partially retained), Invalidity Pension
(fully retained), and Blind Pension (partially retained).
12 See https://www.kildarestreet.com/wrans/?id=2014-11-13a.111
8
Similar initiatives that will taper the withdrawal of secondary benefits are needed in order to
facilitate participation in activation measures and movement from welfare dependency back into the
labour market.
A caller to our centre had transferred from Disability Allowance to a Community Employment Scheme. He
immediately received a letter from the Department of Social Protection requesting him to return his Free
Travel Pass. The caller will lose his Free Travel Pass for the duration of the CE Scheme. The financial gain in
transferring to the CE Scheme is €20 per week. This gain could easily be offset by travel expenses to the
location of the Scheme. On the other hand if our caller had been given permission to take up employment
of a rehabilitative nature, his financial gain could be much greater and he would keep his Free Travel Pass,
while in receipt of Disability Allowance. This is a social policy issue because it is unfair (financially) that a
person should lose secondary benefits by opting to transfer to a CE Scheme. Tipperary CIS
This client was told by the local office that he is not entitled to BTSCFA as he is now on a Gateway
programme. Limerick CIS
Client's One Parent Family Payment has ended but she will not get increased FIS to make up the difference
until sometime later as a review is required and will not happen until later in the year. Although employed
part time, client cannot avail of Jobseekers Transition as is already working. This means she will have to
hope that CWO will give her a Supplementary Welfare payment in the meantime, otherwise she simply
cannot manage. Cork (West) CIS
This client's wife had been on Jobseekers Allowance and claiming for her husband and 3 children. They
then decided that the husband would be the main claimant and he has been the claimant for just 3
months. Now their eldest child has reached 18 years and they are no longer receiving Child Benefit for her.
As she missed some time from school due to illness the daughter will be at school for another two years.
The family now are receiving no help for this child as the husband has not been claiming JA for 6 months.
This is causing great stress on the family financially. Limerick CIS
3.1
Families and Children
Policy concerns in relation to families and children represented 18% of issues raised by CISs and CIPS
during Q3, and were almost evenly spread across all the related payments of Child Benefit (CB),
Family Income Supplement (FIS), Increased Qualified Adult (IQA) and the Back to School Clothing and
Footwear Allowance (BTSCFA). No one single policy issue arose, however the feedback did highlight
a variety of issues for people when these payments were applied to families where other payments
were already being received (as described in section 3 Cross Cutting Policy Areas).
Husband claiming FIS as this was more beneficial to them rather than him claiming for spouse. Now
spouse cannot get back to education allowance. CIPS
Caller was not made aware that she could claim for child dependents when she went from half rate to full
carers, and subsequently had her application for back to school clothing allowance refused. Caller has a
severely disabled child and her partner was working when she first applied for carers, but was later
Aclaiming
small number
of clients
indicated
the challenges
of adjusting
to the
jobseekers
and then
back to work
enterprise allowance.
Offaly
CIS new eligibility criteria for OFP,
particularly where they had children in different age ranges and the parent needed to enter back
9
into the work place to earn an income. In addition and linked to this were some concerns about the
withdrawal of Child Benefit for young people over the age of 18 when they are in full- time
education and training. A number of users of CISs and CIPS have reported on the difficulties they
experience in maintaining and supporting young people who are in education.
4.
Health and other Issues
4.1
Medical Cards
After Social Welfare, the next highest category of policy issue raised by services was Medical Cards.
Health represented 9% of all feedback from services, of which Medical Cards SPRs to CIB,
represented over 60% of the returns (55 indicative cases this quarter). The main policy issue raised
was difficulty with the eligibility criteria.
The medical cards scheme has seen considerable change in 2014, which has brought people to CISs
and CIPSs about the difficulties they experiencing in applying for and retaining the benefit.
In the recent Keane Report13, the HSE outlines ten key actions to improve the operation of the
medical card system, particularly for people with significant medical needs. This includes an
enhanced assessment process which takes into account the burden of an illness or a condition; and
the greater exchange of information between the medical card central assessment office and the
local health offices.
Under the new arrangements, people with a serious illness who hold a discretionary card will retain
their card pending implementation of the actions to improve the operation of the scheme. Feedback
to CIB during Quarter 3 (and in previous reporting periods) has outlined the significant psychological
as well as monetary value in having access to a medical card. This value may be even more
significant for people with chronic medical conditions or long term disability.
This client was offered p/time work. They have a child with serious illness (wife has DCA) and he is
worried that if he takes this job, they will lose the full medical card. This family cannot afford to do
this, for a part-time job. Currently he could keep the benefit for 3 years but this is to be changed this
year to a GP card. If the Medical card system was different and the child only had the card, this client
would be free to work regardless of impact on child’s access to a medical card. He has told me he has
to refuse the job, as he cannot risk losing the medical card. Northside CIS
A number of reviews of medical cards were ordered by the HSE during the past year to check if a
person was still entitled to the card. In some instances, this led to the card being withdrawn before
the expiry date, causing distress to clients of CICs and CIPS. In November 2014, a spokesman for
Health Minister Leo Varadkar said that under "the new arrangements, discretionary medical cards
will only be reviewed at a pre-determined date - their validity date" – and medical cards given to
people with terminal illnesses will no longer be reviewed.
13
Download a copy of the Keane Report & Deloitte/Prospectus Reports here: http://www.hse.ie/eng/services/publications/corporate/expertpanelmedicalneed.pdf
http://www.hse.ie/eng/services/publications/corporate/medicalcardprocessreview.pdf
10
12,000 people had their discretionary cards re-issued during the summer, after an earlier
withdrawal.
As part of the new scheme, the HSE will progress the development of a single, integrated process for
people to apply for a medical card, a GP visit card, the Long-Term Illness scheme, and the Drugs
Payment Scheme; and the establishment of access points around the country in health offices to
support and assist people to make applications. This new aspect of the scheme will be welcomed by
clients of CISs and CIPS.
4.2
Other Issues
After Social Welfare, Money and Tax represented (16%) of the policy issues raised. The feedback
related to income tax credits and relief representing more than half of feedback in this area. Local
Property Tax (LPT) accounted for 19%. The remaining money related issues had to do with debt and
Debt Relief Notices (DRNS) and new water charges.
A small number of policy issues raised were in relation to differences between schemes described
and the actual service delivered. These were also in the main about social welfare issues but also
Health, Employment, Housing and Consumer Affairs categories.
4.3
Emerging Issues
4.3.1 Water Charges
Concerns with the water charges and the implementation of these charges were raised by an
increasing number of clients during Q3. These issues were recorded under a number of category
areas, including Consumer Affairs and Water Services/Environment.
The main issue raised was in relation to people’s difficulty in accessing financial support towards the
water charges when they do not have a bank account. A small number of clients of CIS and CIPS, who
qualify for the Household Benefits Package (HBP) expressed concern that they would be unable to
avail of the recently announced financial support towards water charges because they do not have
bank accounts. At the moment, recipients of the Household Benefit Package can have a cash
payment for their electricity/gas paid to their local Post Office.
An elderly client received a form regarding having the water charge allowance included in her HBP. The
form did not allow for any method to receive this allowance other than through EFT. When we phoned the
relevant department we were informed that we should just write that the client wanted to the allowance
paid into the PO. The form needs to reflect the fact that people have this option or they may not avail of
the allowance. Co Wicklow CIS
11
From January 2015 the Household Benefits Package will include a new Water Support payment. This will
be €100 each year (made up of four equal payments of €25). The Water Support payment will be paid to
everyone who qualifies for the Household Benefits Package (including people who are not customers of
Irish Water and have their own water supply or are members of a group scheme). If you are currently
getting the Household Benefit Package and get your allowance as a credit on your bill the Department of
Social Protection does not hold payment details for you. In September 2014 the DSP is contacting such
customers to ask them to complete a form with their bank account information. However, not all
recipients of the Household Benefit Package hold a bank account. Not only is it the difficulty of setting up
a bank account as not all recipients live near a bank and have regular access to the bank, it can also be
that they will incur bank charges. At present, recipients of the Household Benefit Package can opt to get a
cash payment for their electricity/gas paid to their bank account or at the Post Office, I believe that this
option should also be available to cover the Water Charge Allowance. The Department of Social
Protection will hold this relevant information on their files already. Co Clare CIS


Tenants uncertain how charges will apply to rented properties
Concern about submitting PPS numbers to Irish Water14
Client received letter from Social welfare requesting bank details for payment of household benefit towards
water charges. Concerned about this request and wondering if it is ok to provide this. Explained about the
water charges relief under household benefit and that Government Departments are not going to be issuing
cheques into the future and that payments will be made through bank accounts. Feel that the department
should have issued a press release or public awareness campaign about this. Co Westmeath CIS
The other issues raised by clients were:

Instances where there was failure to notify of installation of water meters
Client has received Irish Water letter. Concerned about request for PPS number to claim free allowance.
Client also unhappy that it is geared towards giving bank details. Co Westmeath CIS
eath CIS
Client very anxious about putting her own and children’s PPs numbers on form. On calling Irish Water she
was told that Irish Water is a private company. Athlone CIS
Client presented in relation to forthcoming water charges. Council unable to fit water meter due to
problem locating source. Client informed his usage would be estimated. Has issue regarding this as
understands metering is based on house size. As he has a 4 bedroom house with only himself and his wife
now residing both pensioners he thinks house size is unfair. Lack of information available to public on
process. Co Westmeath CIS
Appendix
Appendix: The Social Policy Role of the Citizens Information Board
The Citizens Information Board (CIB) has a statutory function to provide feedback on the
effectiveness of current social policy and services and to highlight issues of concern to users of those
services. In order to capture and analyse people’s experiences, CIB relies on information provided
by ‘service delivery partners’ - local Citizens Information Services (CISs), the national Citizens
Information Phone Service (CIPS), the Money Advice and Budgeting Service (MABS), and the National
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Changes announced subsequently removed the requirement for PPS Numbers for registration with Irish Water.
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Advocacy Service (NAS) - who have a daily engagement with people who need information, advice
and advocacy.
During 2013, CISs responded to almost one million queries from the public. The services are
therefore well placed to identify policy trends and issues.
Each social policy return (SPR) sent to CIB includes non-identifying detail about the caller’s situation.
This latter provides useful case study material that ‘gets behind’ the statistics and demonstrates the
impact of particular policies on people’s lives. The SPR might highlight a problem with the policy
itself (e.g. an anomaly, gap or inconsistency that leaves people without a service or support that they
need) or with the way in which policy is administered on the ground (e.g. processing delays,
information deficits or difficulties).
The Social Policy Quarterly Report (SPQR) focuses on those issues that are reported most frequently,
or that are considered to have a particular importance or are topical. The SPQR is published online
(at http://www.citizensinformationboard.ie/publications/social/social_update.html) and distributed
to relevant agencies, departments and personnel.
CIB communicates issues raised and proposals for change to relevant policy-making bodies
(including Government Departments) via formal policy reports and submissions, contributions to
advisory and consultative groups and interaction with key personnel holding a policy brief.
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