Dáil Éireann Debate, Wednesday - 16 April 2014
25. Deputy John Halligan asked the Minister for Social Protection the steps she and her Department are taking to address the delays in processing rent allowance applications; if there are staffing issues here that could be resolved; her views that delays of this magnitude are placing undue hardship on families waiting for approval; and if she will make a statement on the matter. [17575/14]
View answerThe purpose of the rent supplement scheme is to provide short-term support to eligible persons living in private-rented accommodation, whose means are insufficient to meet their accommodation costs and who do not have accommodation available to them from any other source. There are currently approximately 78,000 rent supplement recipients for which the Government has provided in excess of €344 million in 2014. In Waterford City and East Waterford, approximately 1,280 rent supplement applications are administered in a centralised unit, based at the Intreo Office.
The timescale for determining applications for rent supplement is dependent, among other things, on the availability of the required information, such as confirmation of a Housing Needs Assessment (HNA) by the relevant Local Authority, where applicable; details of the applicant’s income and bank statements. Some aspects of the application process are inevitably time-consuming and delays can occur where investigations such as home visits or third party evidence are required.
The most common reason for the delay in processing applications in the Waterford office is the waiting period for the completion of a HNA by the Local Authority and a failure or delay on the applicant’s part, to respond to written requests for additional information or documentation to support the application for rent supplement.
There have been significant staff changes in the unit administering rent supplement claims over the past year and it has recently relocated from a Health Services Executive premises to the Intreo centre. The relocation is now complete and the introduction of a new file management system is improving efficiency. Rent supplement applications that are fully completed and where all necessary supporting documentation is provided are currently being processed within 5 to 10 working days of receipt.
Following the relocation of this office, customers can avail of a one to one personal service from the officers dealing with their rent supplement claim. Any customer requiring such assistance will be provided with an appointment within two working days and on the same day in case of emergency or crisis.
The provision of a prompt and efficient service is a major objective for the Department’s staff dealing with rent supplement applications, subject to the necessity to ensure that each case is fully investigated and dealt with in a consistent and fair manner.
