ISLAMABAD, September 28, 2026: Prime Minister Shehbaz Sharif’s affordable housing initiative, designed to help low- and middle-income Pakistanis own a home, is facing complaints of alleged non-cooperation and poor customer service at some private banks, with applicants raising concerns about their experiences with Bank Alfalah and HBL.
The complaints have brought attention to the difficulties prospective borrowers say they are encountering while seeking information and assistance under the government-backed housing finance programme.
Some applicants have complained of rude behaviour and a lack of cooperation by Bank Alfalah staff, while others have expressed frustration over unanswered calls to HBL’s customer helpline.
The concerns have raised questions about the effectiveness of customer support at participating financial institutions and whether applicants are receiving the guidance needed to benefit from the federal government’s affordable housing initiative.
The Prime Minister’s Apna Ghar scheme is aimed at addressing one of the most pressing financial challenges facing ordinary Pakistanis: the rising cost of homeownership. For salaried employees, working families and people living in rented accommodation, the programme offers an opportunity to obtain housing finance on more affordable terms.
However, applicants’ complaints suggest that difficulties at the banking level could discourage eligible citizens from pursuing a facility specifically intended to make homeownership more accessible.
Bank Alfalah staff accused of rude behaviour, non-cooperation
Applicants seeking information about the Apna Ghar scheme have complained of allegedly unhelpful responses and discourteous behaviour by some Bank Alfalah employees.
According to the complaints, customers have faced difficulties obtaining proper guidance about the housing financing facility and the procedures involved in accessing it.
The allegations raise concerns about whether frontline banking staff are adequately prepared to assist prospective applicants under the government-supported programme.
For many first-time borrowers, understanding financing conditions, eligibility requirements and documentation can already be challenging. A lack of cooperation at the branch level can make the process more difficult, particularly for people unfamiliar with formal banking procedures.
The complaints concern the conduct of some employees and do not establish that Bank Alfalah has adopted an institutional policy of refusing assistance to applicants.
HBL customers complain of unanswered helpline calls
Concerns have also been raised about HBL’s customer-support arrangements, with some applicants complaining that their calls to the bank’s helpline went unanswered.
Customers seeking information about the housing scheme say the lack of telephone assistance has made it difficult to obtain guidance without approaching a bank branch.
For working individuals and residents of areas where repeated branch visits may be inconvenient, an accessible helpline can be essential to understanding the application process.
The complaints highlight the need for participating banks to maintain responsive customer-service channels and ensure that applicants can obtain accurate information about the government-backed financing facility.
PM Shehbaz’s housing initiative offers relief to ordinary Pakistanis
The federal government’s affordable housing programme, known as the Wazir-e-Azam Apna Ghar Program — Ghar Ho Tu Apna, seeks to improve access to homeownership for eligible first-time buyers.
Under the revised terms announced in March 2026, eligible applicants can obtain housing finance of up to Rs10 million at a fixed customer rate of 5 percent during the subsidy period.
The facility covers qualifying houses of up to 10 marlas and flats measuring up to 1,500 square feet, with financing tenure extending up to 20 years.
Eligible borrowers can use the financing to purchase a house or flat, construct a home on an already owned plot, or purchase a plot for construction.
The programme has particular significance for families whose monthly incomes make it difficult to arrange conventional housing finance or accumulate sufficient savings to purchase a property outright.
By offering subsidised financing, the government aims to reduce the financial barriers that have kept many Pakistanis dependent on rented accommodation.
The initiative also has the potential to support economic activity in the construction sector, creating demand for building materials, skilled workers and related services.
At a review meeting on September 9, Prime Minister Shehbaz Sharif reaffirmed the government’s commitment to providing affordable housing to low- and middle-income households.
The meeting was informed that 147,504 applications had been received under the programme, of which 53,127 had been approved. Financing worth Rs45.43 billion had been disbursed to 8,739 applicants at that stage.
The figures indicate considerable interest in the scheme and underline the importance of effective implementation by participating financial institutions.
Applicants fear poor banking services could undermine scheme
The complaints have also prompted frustration among applicants who believe that poor customer service could undermine the government’s efforts to make affordable housing accessible.
Some complainants have questioned whether participating banks are genuinely facilitating the programme, arguing that repeated difficulties in obtaining information may discourage people from applying.
The frustration has led to concerns that banks could effectively undermine the scheme through non-cooperation, even without formally rejecting applications.
However, the complaints do not establish that Bank Alfalah or HBL has deliberately attempted to obstruct the initiative. The allegations require examination, including responses from the banks concerned.
SBP’s 15-working-day approval requirement
The State Bank of Pakistan has introduced measures intended to facilitate implementation of the housing programme, including a requirement that participating banks complete the credit approval process within 15 working days after receiving an application with complete information.
The requirement makes efficient application processing particularly important, although it does not mean every application must be approved or that incomplete applications qualify for the same deadline.
Applicants also need clear information about documentation, property assessments and financing conditions so they can complete the process without avoidable delays.
The complaints involving Bank Alfalah and HBL therefore raise broader questions about whether customer-facing services are keeping pace with the government’s efforts to expand housing finance.
Banks urged to improve customer facilitation
The concerns warrant attention from the management of the banks involved and the relevant banking authorities to ensure that prospective borrowers receive accurate information, professional treatment and timely assistance.
Bank Alfalah should examine the complaints concerning the alleged conduct of its staff, while HBL should review concerns about unanswered helpline calls and the availability of assistance for housing finance applicants.
Clear instructions to branch employees, responsive customer-support channels and effective complaint-resolution procedures could help address the difficulties described by applicants.
The banks’ responses to these specific allegations had not been obtained for this story.
Prime Minister Shehbaz Sharif’s Apna Ghar initiative offers a route towards homeownership for thousands of families who might otherwise struggle to secure affordable financing. Its success will depend not only on government subsidies and loan approvals but also on how participating financial institutions treat the people the programme is intended to serve.
For an ordinary Pakistani hoping to build or purchase a first home, obtaining basic guidance from a bank should not become another obstacle in an already demanding financial process.