SLA is committed to serving the public with empathy and sincerity; striving to deliver reliable, responsive and result-oriented service at all times. We will continuously improve our processes and review our policies, to build a regulatory environment that is pro-enterprise.

SERVICE CHARTER

Our Service Charter (SLA LISTENS) sets out the service principles and behaviours that will enhance service delivery for our customers. “LISTENS” stands for:

Lasting Relationships
Innovation
Seamless Delivery
Trust
Empathy
Nation First
Service with Respect

SERVICE BEHAVIOURS

The Service Charter encourages officers to be professional in their interaction with customers and partners, forge stronger relationships with them based on mutual respect, be more empathetic towards identifying customers’ needs and proactively engage them by providing solutions and seeking feedback for improvement, as well as safeguard our Nation’s limited land resources. Click here for our Service Behaviours(page 2-7 of attached pdf).

Our list of service standards is our commitment of quality to you. However, we seek your patience and understanding if more time is required for special, complex cases.

SERVICE STANDARDS

SLA Core Functions	Service Category	S/N	Service/Process	Service Standards
State Land Administration	Rental of State Properties	1)	Application for Temporary Occupation Licence (TOL) for State land (e.g. Worksite, Site Office/Storage, Project Signboard/Signage, Outdoor refreshment area, Showflat, Landscaping, Sales and Entertainment event)	Issue offer within 8 weeks from receipt of application to offer date
	Purchase of Remnant Land	2)	Application for Purchase of Remnant Land (Straightforward cases for direct alienation to only one party)	Issue offer within 8 weeks from receipt of application
	Purchase of Remnant Land	3)	Application for Purchase of Remnant Land (Complicated cases involving sale of roads and drainage reserves etc. or a closed tender between adjoining owners)	Issue offer within 20 weeks from receipt of application
Regulatory Administration	Approval of Survey Plans	4)	Allocation of new lot numbers	*within 1 working day
		5)	Processing and approval of land lots	*within 8 working days
		6)	Processing and approval of strata lots * Note: The service standards mentioned is a “start-stop approach”, that is, it excludes the time taken by surveyors to attend to any queries raised for jobs which are not in order. Upon return of queries, the duration of the service standard will continue from the time already taken by Survey Services staff for processing the job before queries were released to surveyors. Click here for example on calculation of service standard for Processing and approval of land lots	*within 8 working days
	Registration of Property Transactions	7)	Registration of private property documents/instruments (except for cases affected by statutory time imposed)	within 7 working days (if in order)
		8)	Registration of HDB documents/instruments (except for cases affected by statutory time imposed)	within 14 working days (if in order)
		9)	Issuance of new certificates of title a) Pursuant to issue of state titles	within 1 working day
		10)	Issuance of new certificates of title b) Pursuant to applications (except for cases affected by statutory time imposed)	within 12 working days (if in order)
		11)	Notification of caveats	within 1 working day (if in order)
		12)	Issuance of clearance certificate	within 15 working days (if in order)
		13)	Cancellation of clearance certificate	within 15 working days
		14)	Fax/Post image of leases, instruments, books and deeds in microfilm format	within 1 working day (For requests made before 3pm)
SLA Overall	General Enquiries	15)	Response to Public enquiries and feedback	within 3 working days for general enquiries within 14 working days for case-specific enquiries