Customer Charter
Mohammed Bin Rashid Housing Establishment is committed to providing exceptional, high-quality services that ensure customer happiness and trust while exceeding expectations. This is achieved through delivering proactive, digital, and innovative services and utilizing the latest technologies across all stages of service delivery. These efforts enhance the digital transformation journey and ensure a smart, integrated, secure, and seamless customer experience across digital channels.
This charter aims to align the Establishment’s customer service practices with leading international standards in service quality, including the Digital Customer Experience Standard (IDCXS:2022), the Quality Management System (ISO 9001:2015), and the Complaint Management Standard (ISO 10002:2018)—reflecting the Establishment’s commitment to delivering a sustainable and highly efficient customer experience.
Your happiness is important to us and therefore, we commit to the following:
- - Providing a warm welcome, active listening, and a clear understanding of your needs.
- - Being cooperative, proactive, and supportive in offering guidance and assistance.
- - Delivering high-quality, exceptional service that ensures fairness and equality for all customers.
- - Working as a team to delight our customers while simplifying procedures to enhance service journey quality.
- - Creating a hospitable environment that promotes happiness and positivity through courteous interactions and adequate facilities at service centers..
- - Giving priority and special attention to People of Determination and senior citizens, ensuring top-quality service standards.
- - Providing accurate, up-to-date, and unified information across all service channels while maintaining confidentiality.
- - Strengthening a digital transformation culture through developing smart platforms and digital communication channels that are interactive, secure, flexible, and responsive, reflecting our commitment to fulfilling your expectations.
- - Offering multiple channels to access information and apply for services according to your convenience and preferences, ensuring timely responses without delay.
- - Enabling you to communicate with us through multiple dedicated channels to share your suggestions, inquiries, feedback, and complaints—so we can be partners in improving our services together.
To provide services that makes you happy, we ask you to:
- - Appreciate our employees’ efforts, treat them with mutual respect, and recognize that they are here to make you happy.
- - Provide all required documents accurately and on time so we can serve you quickly and efficiently.
- - Notify us of any changes in your personal information that might affect service delivery.
- - Contribute to enhancing our institutional performance and improving our services by engaging with our digital platforms and sharing innovative ideas and constructive feedback. Your participation enriches the digital experience, enhances transparency, and supports institutional sustainability and continuous improvement.
You can reach us through the following channels:
- - Website: www.mbrhe.gov.ae
- - Smart Application (Iskan): Available on iOS and Android
- - Live Chat / Smart Assistant: Available through the website and smart application
- - Call Center: 80030
- - WhatsApp Application: +97142029444
- - Social Media: Facebook, Instagram, X, Youtube
- - Platform 04 (Unified platform for communication between Dubai Government entities and their customers)
- Response to inquiries: within 1 working day
- Complaint resolution: within 5 working days from receipt
- Response to suggestions: within 5 working days from submission
- - Customer Happiness Center:
- Monday to Thursday: 7:30 AM – 3:30 PM
- Friday: 7:30 AM – 12:00 PM
- - Location: Airport Rd - opp. Emirates building - Umm Ramool - Dubai