Ms Oonagh Buckley:

Some residents are not hesitant at all. They would not be behind the door when it comes to complaining. They are like all human beings. I suppose some people complain more than others.

We tend to find out very quickly when something has happened if for no other reason than people are on social media, have their phones with them and Wi-Fi in the centres. They complain about things. Our biggest challenge is reacting quickly enough that we can deal with the situation fast and make sure it is sorted out for people.