Housing Assistance Payment : The Experience of Citizens Information Services

Abstract

The Citizens Information Service (CIS) network receives a million queries on all aspects of rights and entitlements to public and social services each year. In 2016, these services dealt with over 95,000 housing-related queries, including over 10,500 queries relating to the Housing Assistance Payment (HAP). CIS query returns for the first half of 2017 show that the volume of housing and HAP-related queries continues to be high. With HAP use increasing significantly in line with Rebuilding Ireland: An Action Plan for Housing and Homelessness priorities, it is almost certain that the number of HAP queries received by CISs and the Citizens Information Phone Service (CIPS) will continue to grow. Frontline services supported by the Citizens Information Board (CISs, CIPS and Money Advice and Budgeting Services) have a role to play in providing policy feedback based on clients' experience of public services.