Oral answer by Ministry of National Development on applicants affected by technical issues with the timely issuance of HDB Flat Eligibility letters since implementation

Oct 4, 2023

Question No: 5218

Question by: Mr Pritam Singh

To ask the Minister for National Development (a) how many applicants were affected by the technical issues associated with the timely issuance of HDB Flat Eligibility letters since its implementation in May 2023; (b) what were the reasons for these issues; and (c) whether the problem has been fully resolved.

Answer:

          In the past, homebuyers applied for their flat, CPF housing grants and HDB housing loan at different stages of their flat buying journey. To bring more convenience and help homebuyers make more informed decisions, HDB streamlined the flat buying process by integrating the different eligibility assessments into a single application called the HDB Flat Eligibility or HFE letter. The HFE letter provides homebuyers with upfront and holistic assessments of their eligibility to buy a HDB flat, receive CPF housing grants and take up an HDB housing loan, before they commence their homebuying journey.

2        Since the HFE letter was implemented on 9 May 2023, HDB has processed more than 50,000 HFE applications. For the May BTO Sales launch, there were system errors and high application volume. HDB redeployed more officers to assist homebuyers with flat applications that could not be completed successfully online.   At the same time, the HFE system was not yet able to handle some complexities in integrating eligibility assessments with data from various agencies, resulting in a higher-than-expected proportion of cases requiring manual intervention.  Hence, some homebuyers experienced longer processing times for their HFE applications. HDB is working hard to process the outstanding applications as quickly as possible and we seek homebuyers’ patience and understanding.

3        In the lead-up to the October 2023 BTO launch, HDB has carried out additional system enhancements to ensure a smoother flat buying process. We encourage prospective homebuyers to apply for the HFE letter early, at least a month before HDB sales exercises. To facilitate expeditious processing, homebuyers should submit the required information and supporting documents for their HFE letter application.