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JIS News

As the National Housing Trust (NHT) continues to make customer service the focal point of its operations, several initiatives were implemented during the 2005/06 financial year.
According to the NHT’s annual report, which was tabled recently in the House of Representatives, the loans management process was revised and yielded reductions in the time taken to disburse and secure loans; the communications programme for customers was streamlined to better inform the public; and surveys were conducted to determine the level of demand for houses in the parishes of St. Ann and Manchester, while demand surveys for other parishes were completed in the previous year.
“The complaints mechanism for customers was revamped and has been working well. The majority of recorded complaints were resolved to the satisfaction of our valued customers and this was reflected in the improved customer satisfaction ratings for the year,” the document states.
In addition, the contributions refund process was enhanced with the addition of more persons to the team, and the introduction of an online application process made it easier for contributors to collect their refunds. This factored significantly in the 70 per cent increase in the amounts paid out, the document notes. The target of 76,000 refunds was exceeded resulting in 113,000 persons receiving payment.
Three new products were launched by the Trust in February, with the unveiling of revised loan limits. The HOPE, HELP and Solar Water Heater loans became available during the 2006/07 fiscal year and will allow persons who have already benefited from the Trust to access additional loans. “The solar water heater loan is designed to reduce demand for electricity in Jamaica, and consequently, the country’s oil bill,” the report says.
In addition, the restructuring and staff level review exercise continued throughout the review period, with the aim to revise the structure of the organisation to maximise efficiency in its operations and to evaluate core competences required for each position on the organisational chart.