Customer Charter

  • Ministry of Housing And Urban Planning
  • Customer Charter


Dear Customers:

The Ministry of Housing and Urban Planning (MOHUP) is keen to provide its services to citizens who meet the conditions and standards of housing services.


Our Commitment:

• Ensuring customer satisfaction by providing distinguished services in the implementation of the Kingdom of Bahrain's Economic Vision 2023 objectives.

• Providing support to citizens in the Customer Service Centre from Sunday to Thursday from 07:30 a.m. until 02:00 p.m. 

• Committing to the privacy and confidentiality of transactions with individuals. 

• Ensuring the right to express opinion and submit suggestions for all, in a way that achieves public interest, via all available channels.


Ministry's procedures to improve Customer Communication Process:

• Receiving citizens' comments through the National Suggestions and Complaints System "Tawasul" and responding to them according to the prescribed period.

• Monitoring all observations and inquiries in newspapers, radio, or social media and responding to them after probing them.

• Diversifying ways to communicate with citizens, such as the development of the "Remote Financing Consultations" service.

• Measuring customer satisfaction with the services provided by the Ministry to ensure the continuity of performance development.




Customers’ Tasks and Duties: 

• Reviewing the service’s conditions and standards provided by the Ministry and adhering to all items.

• Committing to provide the Ministry with the correct data when applying for a housing service.

• Providing all the required information and data to avoid delays in the procedures for requesting a housing service at any of the service stages.

• Responding immediately to periodic updates of the data pertaining to the application/request or when needed.

• Committing to providing the Ministry with any changes or developments occurring to the applicant’s data, or the main individuals included with the applicant in the request "such as marital status, property, contact numbers..etc.", from the application time until the stage of allocation.