RTB Customer Charter

Introduction

Who we are

The Residential Tenancies Board (RTB) is an independent public body that regulates Ireland’s rental sector. We work to deliver a fair rental system for everyone in Ireland.

In our role, we:

• Inform tenants and landlords about their rights and responsibilities
• Ensure landlords register tenancies and follow rental law
• Help to resolve tenancy disputes.
• Provide trusted data and insights to inform rental sector policy

We are committed to delivering quality services that make the rental sector fairer and easier to navigate.

We regulate all private, Approved Housing Body, cost rental and student specific accommodation tenancies in Ireland.

We operate under the auspices of the Department of Housing, Local Government and Heritage.

Our customers

We have a wide range of customers and stakeholders including landlords, tenants and estate agents, the Government, state bodies, the media, and the public. We aim to deliver the highest quality service to all our customers. The RTB embeds the principles of quality service delivery in everything we do.

What is the RTB’s Customer Charter?

This Customer Charter sets out the standards of service our customers can expect when dealing with us. When you deal with us, we will:

• Be courteous and respectful.
• Direct you to the services that you need.
• Tell you about your rights and responsibilities.
• Protect your personal information in line with all data protection requirements.
• Make sure our online information and services are up-to-date, inclusive and accessible to all.
• Provide access to necessary interpretation services if dealing with our dispute resolution service, once you give us advance notice (10 working days’ notice).

Contacting the Residential Tenancies Board

If you have any questions or queries, you can contact the RTB.

RTB phone line

You can call us on 0818 30 30 37 or 01 702 8100. Our phone lines are open between 9am and 5pm, Monday to Friday.

RTB email channels

RTB teams available to help you

What we ask when dealing with us

• We ask that you treat our staff with courtesy and respect when contacting us. The RTB will not accept abusive, offensive or aggressive behaviour.
• During a phone call, staff can warn you that the call will be ended if you continue any unacceptable behaviour.
• You should note that we can only provide registration or case-specific information if you are a listed contact on the specific record. You will be asked some security questions to verify your identity.

Registration Applications

Online applications

There are nine steps to register your tenancy online. You will get an automated email acknowledging receipt of your payment. If all the details are correct and payment is received, you will get an email within 24 hours confirming that the tenancy is registered. If your application is not verified or payment has failed, we will contact you to resolve any outstanding issues.

Paper applications

Paper applications are entered onto our system once we receive it. If all the details are correct and payment is received, we will send you a confirmation letter within 7 working days. If your application is incomplete or payment has failed, we will contact you within 48 hours to resolve any outstanding issues. If we are not able to verify or get missing details or payments for online or paper applications

• Your registration will be categorised as ‘Unsuccessful.’
• You cannot amend or update the unsuccessful tenancy registration.
• You will be refunded for any payment you made.
• You will need to submit a new application.

Visiting our office

Visits to our head office are strictly by appointment only. RTB dispute hearing rooms are provided for parties attending hearings by appointment. If you have an appointment to attend in our office, we will:

• Provide private meeting rooms for meetings and hearings.
• Comply with workplace health and safety standards.
• Provide accessible meeting rooms for people with disabilities.

Dispute Resolution Service

The RTB provides a Dispute Resolution Service for landlords, tenants and third parties. We provide three types of dispute resolution:

• Mediation: you can use the online or paper application.
• Adjudication: you must use our paper application form and send it by post or email.
• Tribunal: you can appeal the outcome of a mediation or adjudication using our paper application form and send it by post or email.

What we need from you

• Your dispute reference number, if available. You get this unique number within 24 hours of submitting a dispute.
• A phone number and email address.
• You should tell us of any change in your address.
• You must respond quickly to any queries on your dispute, for example, if we need more information to support your application.

Submitting evidence to us

• Send evidence as soon as you have a case reference number.
• Send all evidence and documents in the same email at least 5 days before your hearing.

You can get more information about the dispute resolution service in our Guide to Dispute Resolution.

Dispute resolution services in other languages

We can provide translation services at hearings if we get 10 working days’ notice. A translator cannot advise or help with your dispute.

Use of recording equipment

Our staff and customers’ privacy are important to us and no recording is allowed on our premises or any location where interviews or meetings take place. This is to protect the data protection rights of customers and our staff. This policy applies to phone, virtual meetings and webinars. It covers any type of sound recording and any type of still picture or video recording on any device. If we learn that you have breached this policy, we will take all reasonable steps to protect the privacy and data protection rights of those affected.

Services in Irish

We aim to:

• Allow customers to conduct their written business in Irish.
• Provide important documents in both English and Irish, including the Annual Report, Corporate Plan and Customer Charter and Action Plan.
• Provide information leaflets in Irish and English, if possible.