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Citizen’s Charter

Citizen’s Charter


We will

  • act courteously, fairly and reasonably in all our dealings with you;
  • make sure that our documents and procedures are clear and not misleading and that you are given clear information about our products and services;
  • give you clear information on the product or service chosen by you i.e. about how it works, the terms and conditions and the interest rates which apply to it;
  • help you use your account or service by sending you regular statements (where appropriate) and we will keep you informed about changes to the interest rates, charges or terms and conditions;
  • deal quickly and sympathetically with things that go wrong by correcting mistakes quickly, handling complaints quickly and reversing any charges applied in error;
  • treat all your personal information as private and confidential;
  • publicize our Citizens’ Charter, have copies available and make sure that our staff are trained to put it into practice.
We expect our customers to
  • help us meet the ‘Know Your Customer (KYC)’ guidelines at the time of making application for deposits or loans (eligible institutions);
  • take precautions that are indicated for protection of their accounts;
  • Avail services like e-Payment system, as offered by Bank;
  • Avail nomination facility for their accounts;
  • Not to introduce any person not known personally for the purpose of opening account;
  • Pay service charges for return of cheques, remittances, collections, etc.
  • Provide valuable feedback on our services so as to enable us to correct our mistakes and improve our customer service.
1.   Background
  • The National Housing Bank (NHB) was set up on July 9, 1988 under the National Housing Bank Act, 1987 as the Apex level institution for housing finance. The Preamble of the National Housing Bank Act, 1987 describes the basic functions of the NHB “…as a principal agency to promote housing finance institutions both at local and regional levels and to provide financial and other support to such institutions and for matters connected therewith or incidental thereto …”.
  • There are several activities which are undertaken by the Bank under its Charter. NHB’s activities are multi-dimensional. NHB is also a policy making institution for the housing finance sector. The Bank also assists the Government and its various arms in formulation of policies at the Centre and the State levels.
  • NHB’s policies have focused on developing a sound and sustainable housing finance system to serve all segments of the population particularly the low and moderate income households. NHB, under its Charter also recognises the need for addressing the housing shortage in the informal sector. The Bank does not deal directly with the members of the public except in cases of deposit instruments. NHB has directed its efforts and focus on creating an enabling environment for sustainable operations and services by the specialised entities (Housing Finance Institutions). The Bank’s programmes and initiatives have resulted in larger flow of credit to all sections of society, including rural, low and moderate income groups.
  • NHB’s Vision and Mission Statements are furnished below.
2. Vision

“Promoting inclusive expansion with stability in housing finance market.”

3. Mission

To harness and promote the market potentials to serve the housing needs of all segments of the population with the focus on low and moderate income housing.

  • NHB is a statutory body under the Government of India. The general superintendence, direction and management of the affairs and business of NHB vest, under the Act, in its Board of Directors. NHB is a lean, officer oriented, professionally managed institution with its headquarters in Delhi and offices in Mumbai, Ahmedabad, Bengaluru, Kolkata and Hyderabad. It has around 126 officers at different levels across different offices in India. . Besides officers, there is one CVO who has been posted by Govt. of India on deputation, one Executive Director at present and one Managing Director. NHB is committed to serving its mandate through its lean cadre of officers working in a professional environment with a focus on innovation, contemporary work practices and extensive technology related culture. Currently, the Bank has the following Departments/ Work Areas:
    • Accounts Department
    • Audit Department
    • Board and MD Secretariat
    • Compliance Department
    • Department of Supervision (DOS)
      • Inspection
      • Government Schemes
        • Credit Guarantee Fund Trust for Low Income Housing
        • HR & Admin Department
      • Knowledge Centre
      • Rajbhasha
      • IT Department
      • MRCPD & Corporate Communication
        • MIS Cell
        • Premises Department
        • Legal & Recovery Department
        • RTI Cell
        • Refinance & Project Finance Department
        • Resource Mobilisation and Management Department (RMMD)
        • Risk Management Department (RMD)
        • Vigilance Department
        5.   Functions

        The main functions of the Bank include promotion and development, financing, and regulation & supervision. The Bank intends to perform these functions in a mutually synergistic and harmonised manner, in the best interest of Public Policy and public programme, acting under the provisions of the NHB Act. The Bank’s policies and activities are also targeted at institutional development and financing of the sector with the objective of increasing home ownership in the country.

        5.1 Promotion and Development
        The principal mandate of the Bank is to promote housing finance institutions to improve/strengthen the credit delivery network for housing finance in the country. The Bank plays a central role in the growth of dedicated housing finance institutions and provides financial support to them. As part of its promotional role, NHB has also formulated a scheme for equity participation in housing finance companies. In order to build up the capacity of the lending institutions, NHB organises training and capacity building programmes for banks and housing finance institutions. As part of its policy formulation and promotional agenda, NHB undertakes and promotes research and development activities, conduct of surveys, data mining, constructing residential indices and disseminating information on related activities to the large community of stakeholders and market participants including the individuals.

        5.2 Supervision
        The NHB supervises the HFCs through entry level registration, prescription of guidelines, monitoring of compliances, regulatory co-ordination and consumer interface. In this regard, the Regulation and Supervision Department of the Bank issues directions, guidelines, circulars to Housing Finance Companies and supervises them through onsite inspections and off-site surveillance. The Bank has issued customer related guidelines for the HFCs which include KYC (Know Your Customer) Guidelines and Fair Practices Code (FPC). Through its regulatory and supervisory role, NHB seeks to develop the housing finance system, through the HFCs, on sound and sustainable lines so that the credit delivery service to the citizens at large is maintained and efficiently performed.

        5.3 Financing
        5.3.1    The clients of the NHB include the Primary Lending Institutions (PLIs), viz., Housing Finance Companies, Commercial Banks, Regional Rural Banks and Cooperative Sector financing Institutions.
        5.3.2    NHB offers 100% refinance assistance in the form of term loans for upto 15 years with various options to the PLIs of fixed or floating interest rates, for housing loans given to individual borrowers. It has also initiated special schemes for economically weaker sections and lower income groups, slum redevelopment projects, housing in rural areas as well as areas affected by natural calamities. The refinance assistance given through the Refinance Operations Department of the Bank is secured inter-alia by book debts, mortgages and guarantees.
        5.3.3    Direct financing for a period of 1 to 10 years are extended to a range of borrowers both in the public and private sector (under Joint Ventures and Public Private Partnerships). The project finance is secured depending on the agency or the project either through mortgage, charge over receivables, bank or government guarantee, the hypothecation of the property or any other security acceptable to NHB. NHB gives the option of fixed or floating interest rates. The Bank has developed its own Internal Credit Rating Model for the purpose of determining the exposure and the lending rates for its clients. Direct Finance assistance is provided to the Public Housing Agencies (State Housing Boards and development authorities) and Micro Finance Institutions through the Project Finance Department of the Bank.

        6. Details of ‘Clients’ and ‘Customers’

        6.1 Clients (availing financial assistance from NHB) –
        i.    Primary Lending Institutions (PLIs):
        Housing Finance Companies;
        Scheduled Commercial Banks;
        Urban Co-operative Banks;
        Regional Rural Banks; and
        Apex Cooperative Housing Finance Societies.

        ii.   Direct Finance to Agencies:
        a. Public Agencies, the agencies incorporated under the enactments of the Central or State legislatures or under the Companies Act, 1956 such as:

        • State Housing Boards/Improvement Trusts
        • State Slum Clearance Boards/Authorities
        • Development Authorities
        • Municipal Corporations/Councils
        • Local Authorities for Housing & Urban Development
        • Public Sector Companies for employee housing projects
        • Agencies set up or notified by Government for Specific Housing Programmes (e.g. Earthquake rehabilitation etc)

        b. Microfinance Institutions/Self Help Groups/NGOs/Societies registered under the Societies Act, 1860 and Section 25 companies under the Indian Companies Act, 1956 
        c. Joint Ventures and Public Private Partnerships

        6.2 Customers (our depositors) –
        i.    Individual/ HUF/Societies and Trusts / Partnership Firms /Association of Persons
        ii.   Housing Finance Companies

        7.   Statement of Services

        7.1       NHB seeks to provide adequate and satisfactory services to its clients and customers. The Bank has an active communication channel with its clients with a view to promptly deal with instances of complaints/ grievance and redress the same. NHB also practices the culture of encouraging its customers and clients to promptly report to us regarding any deficiency in service or gaps in our dealings. The terms and conditions of financial assistance and the procedure for availing the same along with contact details are placed on our website.

        7.2       The Bank offers financial assistance in respect of individual housing loans (through its refinance schemes) as well as project loans through direct assistance. The Bank also extends technical service and guidance to the client institutions and user groups in formulating their projects and preparing cases for availing the services of NHB.

        7.3       NHB has adopted Fair Lending Practices Code, approved by its Board for the above activities and the same is also available on the Bank’s Website. For the purpose, the Bank has appointed a designated senior officer as Grievance Redressal Officer (name placed on the website) for resolving issues/complaints against NHB from its Clients, if any. The Bank has constituted a Customer Service Committee, which reviews the system, and the status of customer service by NHB through its different departments.

        7.4       NHB is currently operating three deposit schemes, viz.  NHB Sunidhi Term Deposit Scheme, NHB Suvriddhi (Tax Saving) Term Deposit Scheme, and  Special Term Deposit Scheme for HFCs. The details of the schemes, rate of interest and other terms and conditions along with contact details are placed on our website ( and any change is promptly notified.

        8.   Grievance Redressal Mechanism

        8.1 The Bank has put in place an internal Grievance Redressal Mechanism for its customers and clients. The Bank’s customers, borrowers, depositors and members of general public can forward their complaints/issues against the Bank, if any, to the Grievance Redressal Officer for their redressal. The Grievance Redressal Officer would take all necessary steps to redress and resolve the grievance/issue, preferably within a period of 30 days. In case the complainant is not satisfied with the redressal of her/his grievance, she/he may prefer a reference to the Chief Grievance Redressal Officer for appropriate action. Further, a Senior Officer has been designated as Compliance Officer for Centralized Public Grievance Redress And Monitoring System (CPGRAMS), who monitors the grievances under the system.

        NHB has appointed following officer as Chief Grievance Redressal Officer for resolving issues/complaints against NHB, if any:

        Shri V Rajan
        General Manager
        National Housing Bank,
        Core 5- A, India Habitat Centre,
        Lodhi Road,
        New Delhi-110003
        Contact No-011-24647983

        Particulars of present ED of NHB are as under:

        Shri Rahul Bhave,
        Executive Director
        National Housing Bank,
        Core 5A, India Habitat Centre,
        Lodhi Road,
        New Delhi – 110 003
        Contact No-011-24647983

        8.2 After exhausting all the above machinery / channels, if the client/ customer is not satisfied, he/she is not satisfied, he/she is free to take recourse to the following:

        • Director (Public Grievances), Department of Administrative Reforms and Public Grievances, Government of India, Sardar Patel Bhawan, Parliament Street, New Delhi – 110001

        8.3 Age-wise analysis of complaints are processed by the Bank and placed before the Board at quarterly intervals for review and monitoring.

        Copies of the Citizens’ Charter will be available on request to all our customers at our Regional Offices and Regional Representative Offices and at our web site. We will ensure that all our staff members are aware of the commitments contained in these documents and faithfully implement them.

        This is not a legal document creating rights and obligations. The charter has been prepared to promote fair practices and to give information in respect of various activities relating to the Bank’s business in terms of its Charter and service to the citizens of the country.