Service Level Agreement
The Ministry of Housing and Urban Planning (MOHUP) is keen on achieving customer satisfaction by providing high-quality services characterized by rapid delivery of the service according to its type, fulfillment of its conditions, and provision of the required data by the customer. Through this agreement, the Ministry seeks to provide the best service to the customer as per the period specified in the table below, based on the type of service. The time required to complete each service has been determined according to the accumulated experience and actual time required. The time taken to complete each service is subject to a periodic review in light of the continuous work to develop the various services provided to citizens, with customer service taking the lead.
Service Delivery Levels
| No. | Service Name | Service Time | Service Processing Time |
|---|---|---|---|
| 1 | Apply for Mazaya Request** | immediate | 5 workdays |
| 2 | Apply for Tas’heel Financing Request | immediate | 5 workdays |
| 3 | Apply for Housing Request | immediate | 5 workdays |
| 4 | Request Status Inquiry | immediate | immediate |
| 5 | Sign Family Members Declaration (Benefit Report) | immediate | immediate |
| 6 | Apply for Desire of an Ownership Apartment | immediate | immediate |
| 7 | Contact and Bank Account Details Update | immediate | Immediate |
| 8 | Download Maps and Warranties File | immediate | immediate |
| 9 | Apply for Request Transfer | immediate | 10 workdays |
| 10 | Apply for Right of Disposition | immediate | 10 workdays |
| 11 | Loan Calculator | immediate | Immediate |
| 12 | Sign Mazaya Declaration | immediate | immediate |
| 13 | Sign Tas’heel Declaration Through Financing Banks | immediate | immediate |
| 14 | Apply for 5th Category Request | immediate | 5 workdays |
| 15 | Signing All Fixed Allowances Calculation Declaration | immediate | immediate |
| 16 | Apply for Statement to an Official Authority Request | immediate | 3 workdays |
| 17 | Apply for Housing Service Installments Payment Exemption of Heirs Request | immediate | 22 workdays |
| 18 | Apply for Completing Ownership Procedures Request | immediate | 60 workdays |
| 19 | Book for Remote Financing Consultations Appointment | immediate | immediate |
| 20 | Apply for Maintenance Request | immediate | 5 working days |
| 21 | Prior Appointment Booking to visit the Customer Service Center | immediate | immediate |
| 22 | Financing Request Status Inquiry | immediate | immediate |
| 23 | Corners Annexation in Housing Areas | immediate | Five days and may take up to two months if there is a request to move conflicting services with the corner/ corners |
| 24 | Apply for Restoration Financing | immediate | 5 workdays |
| 25 | Housing Request Cancellation | immediate | immediate |
| 26 | Housing Unit Application for Persons with Disabilities | immediate | 5 workdays |
| 27 | Bank Accounts Inquiry Authorization Form | immediate | 40 workdays |
| 28 | Dimensions Certificate Issuance Request | immediate | 5 - 7 Workdays |
| 29 | Housing Units Maintenance Request Status Inquiry | immediate | immediate |
| 30 | Housing Request Revival | immediate | 10 workdays |
| 31 | Apply for “Tas’heel+” Financing Request | immediate | 10 workdays |
**: Acceptance of Mazaya applications is linked to other factors that may affect the application acceptance period
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