We are entrusted with the mission of increasing and enhancing the stock of available housing in Jamaica.
The National Housing Trust (NHT) was established in 1976 through an amendment to the National Insurance Act of 1976. The NHT is also entrusted with providing financial assistance to the most needy of our Contributors who wish to build, to buy or to repair their homes.
The NHT also has a mandate to generate funding for the housing construction sector and to promote improved building systems and greater efficiency within the industry. We are a statutory body, primarily funded by deductions from Employers and the Self-Employed as well as from Employees and Voluntary Contributors. Our Contributors, business partners, directors and staff have all played a vital role in the unfolding of the NHT History, read more about the History of the NHT.
45+
Years Experience
Who we are
Citizens Charter
Our Citizens Charter outlines our commitment to providing you with our utmost service. Our charter aims to detail our administrative accountability, providing you with transparency and access to information all in a very warm and friendly manner.
The National Housing Trust is an organisation set up by the Government of Jamaica to lend money at low interest rates to Contributors who wish to build, buy or improve their houses or who wish to buy or build on lots. The NHT also develops housing schemes for sale to Contributors and provides low cost financing to private developers.
Our Vision
The NHT will be ranked among the leading housing finance institutions in the world, renowned for customer service and contribution to national development.
Our Mission
Improving the quality of life of Jamaicans by facilitating home ownership and community development, particularly among lower income contributors, while ensuring prudent financial management.
Our Core Values
We pride ourselves in operating on a certain set of core values, these are: Innovation, Professionalism, Accountability, Caring, Excellence, Integrity and Teamwork.
What can you expect from us?
We promise all our customers the highest standards of service.
Your queries, loan requests, suggestions and complaints will be handled with the utmost confidentiality, integrity and care. You will be treated with respect by all our staff with whom you come in contact. Our aim is to delight you.
We are committed to achieving the highest level of customer satisfaction and so we will -
- be courteous, fair and respectful
- help you to complete your transactions
- provide our customer service representatives with name badges so that they can be clearly identified.
We promise to provide accurate and complete information on all our services and will promptly let you know of any changes to our policies or to the way we operate. We will ensure that –
- brochures on all our loans and services are available from any NHT office. We will place the latest brochures and posters in waiting areas
- telephone numbers and addresses for all offices are listed at the back of our product brochures
- our Call Centre at 1-800-CALL-NHT is able to provide you with general information about our programmes and policies
- our website is kept up-to-date on policies and developments that affect you
- there are clear directions and signs at key points in all of our offices to guide you to where you need to go
- our annual report, along with the audited financial statements, are published by the end of September each year and are available to all members of the public
Customer Relations Management Quality Policy Statement:
The Management of the National Housing Trust (NHT) Customer Relations Management Division is committed to achieving high levels of customer satisfaction throughout all departments within the Division. We will continuously improve our processes, products and services in order to meet and/or exceed customer requirement.
What are our standards?
We are committed to high standards of performance, with the aim of delivering to you the ultimate in customer satisfaction.
If you have an appointment with us, we will strive to meet with you within 10 minutes of your appointment time. If however, you do not have an appointment, we will strive to meet with you within 30 minutes of your arrival, but if this is not possible, then we will give you the option either to continue to wait until an officer is free to see you or to make an appointment for another time.
We offer same day interviews for loan pre-qualification. We offer same day interviews AND approvals on letters of commitment provided that you have all the required documents. If we are unable to interview you because of previously scheduled appointments, we will arrange the earliest possible date for an interview. We will send you interview letters (or use some other means) within seven working days following your successful application for a scheme unit.
Telephone calls will be answered by the 3rd ring. Staff will identify their departments and themselves upon answering the telephone and then offer to help you. If we have to place you on hold we will keep you on hold for no more than 2 minutes, while giving you regular updates if you have to hold for more than 30 seconds. If our customer service representatives are busy and you have to leave a message on their answering machine, they will contact you at the first opportunity but not later than 8 working hours afterwards. In cases where we may need to conduct some research or gather some information, then our commitment is to return your call within 2 working days.
We will handle all customer information with absolute confidentiality.
We will let you know that we have received your written enquiries within 1 working day and will reply by mail (electronically or otherwise) or fax within 5 working days of receiving them. Additionally, if there is a delay, we will let you know within 1 working day. In a case where more research is needed, we will let you know and give you at least 2 updates by telephone, fax or e-mail.
We will prepare your Tax Compliance Certificates on the same day, once all your payments are up to date.
We will acknowledge our customers who walk into any of our offices within 2 minutes and will direct customers to the appropriate section within 2 minutes of their arrival at our offices.
How can you help us?
We want you to have a pleasant experience when you visit or call our offices. Here’s how you can help us to help you -
- Ensure that you provide complete and accurate information when submitting any application to us.
- Provide a contact telephone number, TRN, NIS number/account number when you write in to us.
- Respond as quickly as possible, if you are asked to provide additional information for us to be able to help you.
- If possible, provide us with your e-mail address.
- If you are an employer, send in completed and accurate Annual Returns by the deadline of March 31 of the following year.
- Ensure that your Contributions Refund application contains accurate information.
- Feel free to provide feedback on how we can make our services better, we take your suggestions into consideration and use them to refine our operations so that we can serve you even better.
- Let us know of any change in your address or in your employment information.
- Provide us with acceptable identification such as a valid (not expired) driver’s license, passport or national identification card.
- Make your mortgage payments on time.
- If you are an employer or self-employed person, pay your NHT contributions on time.
- Treat our staff with respect and courtesy.
