The Federal Mortgage Bank of Nigeria (FMBN) has reaffirmed its commitment to delivering faster, more accessible, transparent and customer-centred housing finance as it commenced activities for the 2026 Customer Service Week.

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‎Declaring the week open at the Bank’s Head Office in Abuja on Monday, October 5, 2026, the Executive Director, Loans and Mortgage Services, Dr. Muhammad Sani Abdu, who represented the Managing Director/Chief Executive, Shehu Usman Osidi, said the celebration provides an opportunity for the Bank to appreciate its customers and reinforce its commitment to making homeownership more affordable for Nigerians.

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‎Reflecting on the global theme, “The Extra Mile,” which guides this year’s Customer Service Week, Dr. Abdu noted that FMBN had adopted the local theme, “One Customer, One Home – Service with Empathy, Speed and Integrity.” He said the theme was a reminder that behind every NHF account number is a Nigerian family dreaming of a roof over their head.

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‎Dr. Abdu outlined significant reforms undertaken by the Bank over the past 18 months to improve customer experience and expand access to housing finance, noting that housing financing had grown from fewer than 2,000 units annually to over 6,911 units in the last financial year, while project loan disbursements increased from ₦31.5 billion in 2023 to ₦79 billion in 2025.

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‎He further highlighted the automation of NHF refunds, noting that ₦10.6 billion had been disbursed to more than 24,500 retirees nationwide over the last 18 months, further strengthening transparency and convenience in service delivery.

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‎These initiatives, he affirmed, have digitised customer interactions and contributed to a reduction in loan processing time from 90 days to under 30 days.

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‎He identified empathy, speed with accuracy, integrity and ownership as the core principles that should define customer service at FMBN, urging staff to treat customers with empathy, eliminate unnecessary bureaucracy, respect service-level agreements, uphold transparency and take ownership of customer complaints until they are resolved.

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‎“Customer service in FMBN is not an event of one week. It is a culture,” Dr. Abdu said, stressing that the Bank must ensure that every customer interaction contributes to building trust in FMBN.

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‎Adding colour and vibrancy to the celebration, FMBN staff turned out in beautifully coordinated corporate attires, reflecting the enthusiasm and team spirit that characterised the opening ceremony.

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‎The 2026 Customer Service Week, which runs from October 4 to 9, commenced on Sunday with a Sports and Wellness Day featuring sporting activities, health checks, a wellness walk and fun games.

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‎Other activities lined up for the week include the Customer Appreciation Day, Staff Appreciation Day, Customer Awareness Road Show, and Cultural Day and Closing Ceremony.

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