Ms Louise Loughlin:

As Ms Steen said, that is not an acceptable customer service experience for the Deputy's constituent. I am more than happy to take the details of it from the Deputy. I can look into the case and revert to him directly so we can try to understand what happened.

It sounds like it has got quite messy quite quickly. We should be able to unpack that and figure out what happened.

I might take the opportunity, though, if the Deputy does not mind, to mention that, as regards our customer service statistics for last year, we have had a big reduction in the number of calls and emails and complaints. That was largely to do with the attention we paid to the registration system and resolving many of those issues for our customers, primarily landlords in that instance. Last year, we received around 154,000 phone calls and around 208,000 emails, which was down 29% and 32%, respectively, from 2023. We also received a total of 321 complaints from customers in 2024, which was a reduction of 53% from 678 in 2023. That is a reflection of the work that had been done but, clearly, there are some examples, as the Deputy has just given us, where things are not as they should be, and we need to look into that. We also responded to 265 email queries from Members of the Oireachtas in 2024, which was down by 45% in 2023.

Finally, on that matter, as regards our latest data on calls up to May of this year, registration queries, which would include the Deputy's constituent, accounted for around 1,600 calls, which was around 30% of calls, so the Deputy can see they still represent a good bit.

We have some work to do, absolutely, and I am more than happy to take the details of that specific case.