Mr. Páraic Walsh:

On housing, homelessness and delays in making adaptations, it might be of assistance were I to provide a quick snapshot of the complaints process. I am aware that Senator Colm Burke is very familiar with it, but perhaps I might outline the work done at the preliminary examination level.

The Office of the Ombudsman is the last resort for people. In the context of complaints about housing, in certain instances it is not as if the relevant experts and professionals - occupational therapists and physiotherapists - have not already made reports to the authorities responsible for housing. I will speak in generalities in seeking to outline the process involved.

When we receive complaints, we always try to promote the local resolution of the issues involved. On the first example provided by the Senator, namely, where a family might be in a position to mitigate its own circumstances, local resolution is something we always promote. The beauty and benefit of a local resolution process is that before a matter ever reaches the point where there is the need for an investigation, it provides space and flexibility in pushing the boundaries in terms of what can be done. I am aware of cases involving the widening of doorways and other simple things in which this process can prove extremely useful. I am not talking about building large extensions but about simple, practical improvements that can help families. That has always been our approach. Usually, we are not the first to advocate this approach, but we are generally doubling what someone else has stated. In the context of eliminating poverty, some families are not able to mitigate their own circumstances and, as a result, there is an inequity.

On the case to which the Senator refers involving a delay of seven years, we have tried to adapt our processes. When we make initial contact with local authorities, the push-back in respect of resources is obvious, but we move past this in order to ensure decisions made in these times of economic difficulty are both fair and equitable. That has been our strategic aim. Resources may be the first issue raised when we pursue a matter, but we tend to push straight beyond this in order to discover what common-sense and practical steps can be taken. We always try to promote this approach. However, the number of complaints we are receiving in respect of homelessness and delays is not comparable with the number we were receiving four or five years ago. It is almost as if this is the end stage and people are now bringing matters to the attention of the Senator and other public representatives, as well as our office. While the country might be on the up economically - we all hope that is the case - we are certainly reaching the end stage regarding complaints which people have tried to resolve locally and in respect of which they are at breaking point. We share the Senator's concerns.