Capacity Enhancements at Sengkang HDB Branch Office to Handle Workload with Closure of Hougang Branch Office

Ms Sylvia Lim asked the Minister for National Development (a) what capacity enhancements has HDB's Sengkang Branch Office made to handle the workload taken over from HDB's Hougang Branch which closed on 1 September 2025; and (b) how are service levels for residents who previously used HDB's Hougang Branch being tracked to ensure they are not prejudiced by its closure.

The Housing and Development Board (HDB) Hougang branch was closed on 1 September 2025 to facilitate the development of the mixed commercial and residential site at Hougang Ave 10 and Hougang Central. Prior to its closure, staff from Hougang branch were redeployed to Sengkang branch to ensure more appointment slots were available for booking.

To ensure continued service for Hougang residents, HDB has opened a 24-hour e-Lobby on 1 September 2025, on the same day the branch closed. The e-Lobby is located at Block 806 Hougang Central, close to the previous Hougang branch. It is equipped with self-help machines, such as HDB e-Service kiosks, for residents to access HDB services and complete transactions. To assist residents with HDB's e-Services, HDB has stationed a service ambassador at the e-Lobby until June 2026 and may extend the duration of the service ambassador if necessary.

HDB actively monitors frontline service standards through various service indicators, including waiting time and customer satisfaction scores. The service standards at Sengkang branch have met HDB's targets and are on par with other HDB branches.