Ms Karen McHugh:

We raised a couple of complaints recently, in particular about our access to Mount Trenchard. We have not had a reply. We made quite a few complaints and residents have made complaints. There are house rules. If members have not seen them, they can be downloaded from the RIA website. The complaints procedure is at the back and it is small. I encourage complaints in my organisation and, therefore, we encourage people to complain. One improves one's service if one receives complaints and reflects on what one does. One may make changes based on complaints. However, because of complaints, people have been treated differently. In particular, we have evidence of that in terms of transfers.

I mentioned the situation in Mount Trenchard in Limerick. People vocally expressed their concerns and they were transferred pretty much immediately. There is a great deal of evidence relating to complaints and transfers.