Client Service Charter

Dear Clients
The Ministry of Housing and Urban Planning is keen on providing its services to citizens who meet the conditions and criteria of housing services.


Our Commitment

  • Ensuring customer satisfaction by providing distinguished services in implementation of the objectives of the Kingdom of Bahrain's Economic Vision 2030.
  • Providing support to citizens in the Clients Service Center from Sunday to Thursday from 7:30am until 2:00pm.
  • Committing to the privacy and confidentiality of transactions with individuals.
  • Ensuring the right for all to express opinions and submit suggestions that serve the public interest via all available channels.
  • Providing remote housing services through:
  • Electronic housing services around the clock (24/7)
  • Direct video call to the "Remote Financing Consultations" service by booking an appointment in advance electronically.
  • Direct Video Call for the "Income data update service inquiries “ service by booking an appointment in advance electronically
  • Telephonic calls from Sunday to Thursday from 7:00am until 4:00pm.
  • Live chat using the (Chat) program from Sunday to Thursday from 8:00am until 4:00pm.

Ministry's procedures to improve the process of communicating with customers

  • Receiving citizens' comments through the National System for Suggestions and Complaints "Tawasul" and responding to them according to the prescribed period.
  • Monitoring all observations and inquiries in newspapers, radio or in social media and responding to them after studying them.
  • Diversifying means of communication with citizens, such as the development of the "Remote Financing Consultations" service".
  • Measuring Client satisfaction with the services provided by the Ministry to ensure the continuity of the performance development.

Clients Duties & Obligations

  • Reviewing the standards and requirements of the services provided by the Ministry and adhering to all terms.
  • Committing to providing the Ministry with the correct data when applying for housing service.
  • Providing all the required information and data to avoid delays in the procedures for requesting housing service at any stage of the service.
  • Responding immediately to periodic updates of the request data or when required.
  • Committing to provide the Ministry with any changes or developments that occur to the applicant’s data, or the main individuals included with him/her in the application "such as marital status, properties, contact numbers…etc.”, from the application time until the allocation stage.