MINISTRY OF LOCAL GOVERNMENT
PUBLIC WORKS
AND
NATIONAL HOUSING
2014
Client’s service charter
1
1.0 PREAMBLE
The Ministry’s Service Charter demonstrates its unequivocal commitment to
quality service delivery through motivation of an administrative architecture
that is focused and responsive to the dynamic socio-economic environment
in a manner that seeks to improve the livelihoods of the citizenry on a
sustainable basis. It is expected to empower the cross section of our clients
when they seek to access services from the Ministry’s Departments.
The client service charter was produced after wide consultations with key
stakeholders. It provides the basic guidelines on how the Ministry shall
interface with its clients regarding core values, functions and commitment to
efficient service delivery. This is in line with the amalgamation of the three
Ministries into one.
2.0
VISION
To be the centre of excellence for sound local governance and a well built and
orderly environment to achieve sustainable human settlements by 2020.
3.0 MISSION
To promote sound local governance and provision of functional human
settlements.
3.1 CORE
VALUES

Team work- coordination, cooperation and commitment

Innovativeness - dedication to divergence and creativity

Transparency- openness with zero tolerance for corruption

Accountability-building trust through transparency

Client orientation-serving with diligence and courtesy
2
4.0
CLIENTS
Internal
1. All departments within the ministry
2. Minister
3. Deputy Minister
External
1 .Cabinet
2. Parliament of Zimbabwe
3. Local Authorities
4. Zimbabwe United Passenger Company
5. Urban Development Corporation
6. Development partners
7. Members of the public
8. Line Ministries
9. Traditional leaders
10. Zimbabwe Local Government Association
11. Professional Bodies such as Zimbabwe Rural and Urban Planners, Institute of
Quantity Surveyors, Engineering Council of Zimbabwe, Valuers Council of
Zimbabwe, Institute of Architects
12. Private land developers
13. Community based organisations
14. Business community
15. Academia
16. Financial institutions
17. Parastatals
18. State Procurement Board
19. Non-Governmental Organisations
3
4.1
MANDATE
4.1.1 LOCAL GOVERNMENT SECTOR

Formulate, regulate and monitor policies that promote sound local
governance.

Formulate, review and implement state land policies

Manage and coordinate orderly spatial development

Promote mitigation and preparedness planning for emergencies and
disasters

Initiate, promote and implement rural and urban development projects
and programmes

Co-ordinate
central
and
local
government
programmes
and
development initiatives

Promote and facilitate an efficient urban public transport

Facilitate effective operations of traditional leaders

Manage and account for the Central Rates Fund and Civil Protection
Fund
4.1.2 PUBLIC WORKS SECTOR

Formulation and coordination of policies in estate management,
valuation services, construction and maintenance of infrastructure

Plan, implement and supervise the State building and maintenance
programmes

Provide professional and technical advice to local authorities on
building construction and engineering services

Provide professional and technical guidance to organisations intending
to build facilities at their own expense as “gifts to Government”

Prepare and execute agreements of lease for public facilities in
Government complexes

Value land and buildings in and outside the country for Government
4

Supervise and monitor the work of consultants appointed to undertake
works by the Ministry
4.1.3

Manage stadia revolving fund

Administer Government estates
NATIONAL HOUSING SECTOR

Formulate and monitor implementation of sound national housing and
social amenities policies at the household, business centre and growth
point levels

Develop and implement strategies that ensure rural and urban
development in consultation with relevant Ministries and other
stakeholders

Facilitate provision of housing and social amenities infrastructure

Mobilize resources for the implementation of housing and social
amenities in rural and urban areas

Coordinate and implement the Rural Housing Delivery Programme

Administer housing estates

Manage and account for the National Housing Fund, Rural Housing
Fund,
Housing
and
Guarantee
Fund
and
Social
Amenities
Development Fund
5.0

Administer rent control regulations for residential accommodation

Develop and monitor housing allocation criteria for all Local Authorities

Facilitate the acquisition of land for urban housing development
DEPARTMENTS AND CORE FUNCTIONS
5.1 URBAN LOCAL AUTHORITIES
Mission Statement
To promote sound local governance for urban Local authorities.
5
The department undertakes to:
Enhance sound local governance

Improve efficiency in local authority delivery and capacity
development

Improve revenue collection of local authorities

Improve the institutional capacity of Local Authorities

Improve access to plant and equipment to enhance service
delivery

Administer state land

Administer the Liquor Licensing Board
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Respond to applications for new liquor licences within 14 days;

Respond to applications for renewals for liquor licences within 7 days;
5.2 RURAL LOCAL AUTHORITIES
Mission Statement
To promote sound local governance for rural Local authorities.
The department undertakes to:
Enhance sound local governance

Improve efficiency in local authority delivery and capital development

Improve revenue collection of local authorities

Improve the institutional capacity of Local Authorities

Improve access to plant and equipment to enhance service delivery
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;
6

Welcome and attend to clients within 5 minutes of client arrival;
5.3 TRADITIONAL LEADERS AND SUPPORT SERVICES
Mission Statement
To promote functional traditional leadership.
The department undertakes to :
Enhance the management of traditional leadership systems

Carryout administrative process for the appointment of traditional leaders.

Place all resettlement areas under the authority of traditional leaders

Promote and coordinate the involvement of Traditional Leaders in rural
development programmes and projects

Improve the overall deportment of traditional leaders in
keeping with their esteem
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Cause appointment of-Chiefs and Acting Chiefs within 2 months of notification,
Headmen within 1 month and Village Head within 2 weeks

Avail boundary maps to clients upon requests within 5 days;

Acknowledge receipt of complaints within 3 days;
7
5.4
PHYSICAL PLANNING
Mission Statement
To provide professional advice to authorities on land use and development.
The Department undertakes to:
Formulate spatial planning policy and standards (Tachometric surveys/pegging,
Town Planning standards and management of urban public transport)

Prepare and manage spatial development frameworks (Master and Local Plans)

Administer and review Regional, Town and Country Planning Act (layout plan
preparation and development control)

Carry out tachometric surveys to produce base maps for layout designs for rural
service centres

To guide local authority in land use management

To create an orderly and functional built environment
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Layout Plans requests to be delivered within 6 months;

Technical evaluation of Layouts for minister’s approval over local authorities land
attended and responded to within 2 months

Respond to written inquiries on matters of town planning development within 14
days;
8
5.5
CIVIL PROTECTION
Mission Statement
To coordinate activities on disaster preparedness and mitigation .
The Department undertakes to:
Optimize emergency preparedness planning

Enhance effective disaster mitigation

Effectively co-ordinate civil protection organization in Zimbabwe
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Respond to disasters within 24 hours of notification;
5.6 ARCHITECTURAL SERVICES
Mission statement
To provide design and project management services for construction projects.
The department undertakes to:

Prepare Architectural designs for building projects.

Supervise construction works.

Plan on state building programme.

Supervise & monitor the work of architectural consultants appointed to undertake
works by the Ministry.

Coordinate professional teams in constructing projects
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Prepare architectural designs for buildings within 30 days
9
5.7 ENGINEERING SERVICES
Mission statement
To provide engineering design and project management services for construction
projects.
The department undertakes to:

Provide accurate topographical surveys. Provide functional and economic
designs in accordance with the clients brief.

Appoint consultants according to their capacity for specific projects.

Supervise & monitor the work of engineering consultants appointed to undertake
works by the Ministry.
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Prepare engineering designs in accordance with SAZ specifications within 3
months of receipt of architectural designs;
5.8
QUANTITY SURVEYING
Mission statement
To provide quantity surveying services for construction projects
The department undertakes to:
•
Prepare tender documents and cost estimates for construction projects.
•
Valuate construction work.
•
coordinate adjudication and finalisation of tenders
•
Prepare payment of certificates and consultants fee notes.
•
Provide contract advising services for construction projects
•
Recommend and submit reports to the State Procurement Board.
10
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Prepare Bills of Quantities in accordance with SMM of 1985 within 30 days

Prepare schedules of materials in accordance with SMM of 1985 within 30 days

Prepare cost estimates in accordance with SMM of 1985 within 30 days

Prepare tender documents in accordance with SPB and Accounting Officer’s
manual within 14 days ;

5.9
Value and prepare payment certificates with 7 days;
CONSTRUCTION AND MAINTENANCE
Mission statement
To provide Construction & Maintenance services to Government.
The department undertakes to:

To provide direct labour construction and maintenance services

Implement state building programme.

Carry out major rehabilitation works, alterations & additions to state buildings as
well as maintenance of government buildings & infrastructure.

Provide fire fighting equipment for state buildings.

Register and categorize contractors

To valuate construction works and cost estimates for construction projects

To coordinate adjudication and finalisation of tenders

To provide contract advisory services for construction projects
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Construct quality structures within the estimated costs, time and technical
specifications to the satisfaction of clients;

Maintain and enforce By-Laws and Statutory Instruments in the construction of
quality structures
11
5.10
VALUATION & ESTATES MANAGEMENT SERVICES
Mission
To provide valuation and management of Government estates.
The department undertakes to:

Acquire immovable property for government.

Manage government office accommodation and commercial immovable property.

Provide valuation services in accordance with professionally acceptable
standards and code of conduct set by the Zimbabwe Valuers Council within the
agreed time frame.

Initiate policy relating to valuation and estate management.
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Respond valuations requests within 14 days of receipt;

Respond to applications for government rented accommodation within 7 days
5.11
NATIONAL HOUSING AND SOCIAL AMENITIES
MISSION
To promote the provision of sustainable human settlement.
The Department undertakes to: 
Coordinate the allocation housing in accordance with Ministry policy, and
lodge title deeds with the Deeds Registry

Develop and implement strategies towards sustainable urban development in
consultation with local authorities, relevant Ministries and other stakeholders

Mobilize resources for housing development

Administer the National Housing Fund, Housing and Guarantee Fund and civil
services housing loan scheme

Provide administrative services to the Rent Board
12

Administer and account for the Rural Housing Fund

Develop partnerships with external support agencies for purposes of
leveraging resources as a means of complementing Treasury disbursements
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Respond to application for accommodation within 14 days of receipt;

Process loan applications from line ministries within 7 days before passing for
payment;

Process title deeds for Housing and Guarantee Fund properties within 3 months;
5.12 LEGAL SERVICES
Mission Statement
To provide efficient and effective legal services to the ministry.
The department undertakes to:

Prepare and review statutory instruments, Ministerial regulations, memoranda to
Cabinet and bills to parliament for the Ministry.

Provide legal accurate legal advice to the Ministry

Liaise the Ministry with the Attorney General in litigation.
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Handle and submit all legal issues to the Attorney General’s office within 7 days
of receipt
13
5.13 FINANCE AND ADMINISTRATION
Mission statement
Provide finance and administrative support services to the Ministry.
The department undertakes to:
•
Manage Ministry assets
•
Manage Ministry finance
•
Co-ordinating preparation of budgets for the Ministry.
•
Manage records and information
•
Procure goods and services
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Examine process goods and supply contracts within 5 days;

Guide and coordinate the preparation, review and advertisement of tender
documents within 14 days;

Effect and process payments to service providers and of all subscriptions or
contributions before the due date;

Collate all departmental estimates of expenditure into ministry budget estimates
30 days before due date;

Receive, record, classify and file all ministry information documents within a day;

Respond to queries within a day of receiving a query

Process cabinet authorities within 7 working days of receipt.
5.14 INTERNAL AUDIT
Mission statement
To provide independent and objective audit services to the Ministry.
The department undertakes to:
•
Conduct compliance and regulatory audits.
14
•
Carry out special audit assignments in terms of reference as assigned by the
Accounting Officer and produce audit reports within the period specified in the
terms of reference
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Produce internal audit reports 2 weeks after an audit assignment;

Respond to management requests within 21 days;

Provide advisory services to clients within 24 ours
5.15 HUMAN RESOURCES
Mission statement
To provide human resources administration services to the Ministry
The department undertakes to:
•
Coordinate Training and development programmes.
•
Manage and promote discipline and Industrial relations.
•
Promote Health and safety issues.
•
Coordinate HIV/AIDS awareness and promote gender issues.
•
Coordinate implementation of Performance management.
•
Facilitate the Recruitment and selection staff in the Ministry and local authorities.
•
Coordinate Human resources planning.
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;

Respond to inquiries and applications relating to employment opportunities and
conditions of service in the ministry within 7 days;

Pay new appointees within a month of assumption of duty;

Notify all prospective retirees of their dates of retirement 3 months before
retirement;

Finalise all misconduct cases within 90 days;
15

Submit performance validation reports to CSC and SSB by the 15 th November
every year;

Process decentralised manpower development leave applications within 1
month of application;
5.16 POLICY, RESEARCH, PLANNING, PROGRAMMES AND COORDINATION
Mission
To facilitate and coordinate Ministry Programmes.
The department undertakes to:

Facilitate the formulation ,coordination and review of ministry policy

Coordinate and Review the development and implementation of RBM compliant
ministry work plans

Coordinate and spearhead
(ZITF,ZAAS,ZIM-Build)

Facilitate research into appropriate building technologies

Create and maintain an updated databank of the Ministry’s programmes and
projects

Develop linkages with research organisation, housing and infrastructural
development

Coordinate the operationalisation and implementation of national
policies

Implement the monitoring, evaluation and reporting on ministry and sector
performances.

Provide communication and public relation services
implementation
of
ministry
programmes
economic
Our service commitment and standards

Courteously answer telephone calls within 30 seconds;

Welcome and attend to clients within 5 minutes of client arrival;
16
5.17 PROVINCIAL ADMINISTRATION
MISSION
To provide sound leadership and effective coordination of development activities at
sub national level.
The Department undertakes to:
Monitor and regulate local authorities

Facilitate the operation of Traditional Leaders’

Promote and co-ordinate development efforts

Organize and manage state occasions

Uphold emergency preparedness

Manage housing and estates
17
5.18 PARASTATALS, COMPANIES/ PUBLIC ENTERPRISES AND OTHER
BOARDS ADMINISTERED BY THE MINISTRY
1. Urban Development Corporation (UDCORP)
2. Zimbabwe United Passenger Company (ZUPCO)
3. Liquor Licensing Board (LLB)
4. Local Government Board (LGB)
5. Rent Board (RB)
6. Local Authorities
6.0
SERVICE PROVISION AND DELIVERY STANDARDS
Item
List of services provided
Standards of service delivery
1
Advisory
Accurate, consistent and compliant
with regulations
2
Resource mobilization
Timeous and quality service delivery
3
Advocacy
Consistent and reliable
4
Research on best practices
Replicable, reliable and relevant
5
Appointment
and
Installation
of Compliance with traditional norms
traditional leaders
6
Valuation services
7
Designing
and
Credible and reliable
Management
of Compliance with;
 model building by-laws
projects
 Articles
of
agreement
and
conditions of contract
 Standard and specification of
materials,
workmanship-
Government of Zimbabwe
8
Maintenance
of
government

buildings, plant and equipment
Adherence to statutory, non
statutory rules and code of
conduct

Standard and specification of
materials,workmanship
by
18
Government of Zimbabwe
 Articles
of
agreement
and
conditions of contract
9
Spatial planning
10
Coordination
Adherence to relevant statutes
 Adherence to relevant statutes
 Manuals on State Occasions
11
Auditing
Risk based internal audits, innovative,
responsive and value adding
7.0 Obligations and Rights
We are obliged to:

Courteously answer telephone calls within 30 seconds

Welcome and attend to clients within five (5) minutes of their arrival

Conscientise and uphold public rights to lodge objections and representations
on Ministry decisions that impact on their wellbeing and rights

Ensure that statutory provisions are adhered to

Ensure access to relevant information to clients at all times

Ensure high levels of stakeholder participation in Ministry key strategic issues
8.0 REVIEW OF CHARTER
The clients’ service charter shall be reviewed annually
9.0 FEEDBACK MECHANISMS
Compliments, Suggestions and Complaints
Among others, complaints can be lodged through suggestion boxes at the Ministry’s
various offices nation-wide
Any complaints relating to delivery of the above services should be directed to the
next higher level. If complaint cannot be adequately dealt with at this level, it can be
taken up with the Permanent Secretary.
19
HOW TO CONTACT US:
HEAD OFFICE: General Lines 04-793700, 04-791470,04-251114
CONTACT PERSON
PHYSICAL ADDRESS
Permanent Secretary
9th
Floor,
TEL/MOBILE/ EMAIL
Makombe 04- 708493 (Direct)
Building, Cnr L.Takawira permsec@mlg.gov.zw
St /H.Chitepo Ave
8th
Principal Director
Floor,
Makombe 04- 796204
Building, Cnr L.Takawira
St /H.Chitepo Ave
Human 9th
Director
Resources
Floor,
Makombe 04-700859
Building, Cnr L.Takawira enjones@mlg.gov.zw
St /H.Chitepo Ave
Director
Finance
and 8th
Administration
Floor,
Makombe 04-796199
Building, Cnr L.Takawira dirfinance@mlg.gov.zw
St /H.Chitepo Ave
Director Civil Protection
7th
Floor,
Makombe 04-791287
Building, Cnr L.Takawira eprzim@eprzim.co.zw
St /H.Chitepo Ave
Director
Traditional 7th
Leadership
Makombe 04-794034
Support Building, Cnr L.Takawira 04-708646
Services
Director
Floor,
dircpu@mlg.gov.zw
St /H.Chitepo Ave
Rural
Local 7th
Authorities
Floor,
dirtlss@mlg.gov.zw
Makombe 04-705776
Building, Cnr L.Takawira dirrural@mlg.gov.zw
St /H.Chitepo Ave
Director
Urban
Local 7th
Authorities
Floor,
Makombe 04-703110
Building, Cnr L.Takawira dirula@mlg.gov.zw
St /H.Chitepo Ave
Director Physical Planning
15th
Floor
Mukwati 04-792108
Building, Cnr Livingston
Ave/ 4th St
Director National Housing
6th Floor Kaguvi Building, 04-799125
Cnr 4th St/ Central Ave
20
Director
Architectural 1st
Services
Floor,
Makombe 04-704725
Building, Cnr L.Takawira
St /H.Chitepo Ave
9th
Legal Advisor
Floor,
Makombe 04-252727
Building, Cnr L.Takawira legaladvisor@mlg.gov.zw
St /H.Chitepo Ave
Director
and 8th
Valuation
Estate Management
Floor,
Makombe 04-705584
Building, Cnr L.Takawira
St /H.Chitepo Ave
Director Policy, Research, 9th
Planning,
Makombe 04-791434
Programmes Building, Cnr L.Takawira
and Coordination
Director
Floor,
St /H.Chitepo Ave
Engineering 8th
Services
Floor,
Makombe 04-793031
Building, Cnr L.Takawira
St /H.Chitepo Ave
Director Maintanance and 7th
Construction
Floor,
Makombe 04-702273
Building, Cnr L.Takawira
St /H.Chitepo Ave
16th
State Land Office
Floor
Mukwati 04-762008
Building, Cnr Livingston 04-791494
Ave/ 4th St
Director
Quantity 1st
Surveying
Floor,
04-708785
Makombe 04-794394/701751
Building, Cnr L.Takawira
St /H.Chitepo Ave
Secretary Liquor Licensing Office
Board
26
Makombe 04-704571
Complex,Block
4
Cnr
H.Chitepo Ave/Harare St
Secretary
Local Cecil House 2nd Floor Cnr 04-793729
Government Board
J.Moyo Ave/3rd St
Secretary Rent Board
Ground Floor, Makombe 04-796413
04-250002
Building, Cnr L.Takawira
St /H.Chitepo Ave
21
Chief internal Auditor
7th
Floor,
Makombe 04-792857
Building, Cnr L.Takawira chiefauditor@mlg.gov.zw
St /H.Chitepo Ave
PROVINCES
CONTACT PERSON
Provincial
TEL/MOBILE
Administrator Cecil House 5th Floor Cnr 04-762 988
Harare Metropolitan
Provincial
PHYSICAL ADDRESS
J.Moyo Ave/3rd St, Harare
Administrator Block E
Bulawayo Metropolitan
Mhlahlandhlela 09-889199
building Cnr 10th Ave /
Basch St, Bulawayo
Provincial
Administrator Government
Manicaland
Complex 020-68176
Block 1, R. Mugabe Ave,
Mutare
Provincial
Administrator Benjamin
Masvingo
Burombo 039-262325
Building
S.Mazorodze/
R.Mugabe, Masvingo
Provincial
Administrator New
Government 054-222437
Midlands
Complex, 10th St, Gweru
Provincial
Administrator New Government Building 067-24024
Mashonaland West
Cnr
Link/
Park
St,
Chinhoyi
Provincial
Administrator New
Mashonaland East
Complex
Government 0279-20749
Cnr
Morris/2nd
St, Marondera
Provincial
Administrator New
Matabeleland South
Provincial
Complex 4th Ave Gwanda
Administrator Block F
Matabeleland North
Government 0284-22431
Mhlahlandhlela 09-66209
building Cnr 10th Ave /
Basch St, Bulawayo
Provincial
Administrator Kuvaka
Mashonaland Central
House
2nd
St 0271-7598
Bindura
22
OFFICE
HARARE PROVINCE
Provincial Public Works Director
BULAWAYO PROVINCE
Provincial Public Works Director
MANICALAND PROVINCE
Provincial Public Works Director
MASVINGO PROVINCE
Provincial Public Works Director
MIDLANDS PROVINCE
Provincial Public Works Director
MASHONALAND EAST PROVINCE
Provincial Public Works Director
MASHONALAND CENTRAL PROVINCE
Provincial Public Works Director
ADDRESS
TELEPHONE/E-MAIL
Old Mutare Road
P O Box CY4451
Harare
730864 or 790189
Cnr Stockton/Main
Box
Bulawayo
Newcastle
P.O.
Mutare
Bikita
P.O.
Masvingo
Second
P.O.
Gweru
Road
157
020-60446/ 62841/62856
Mineral
Box
Road
168
039-263940/263939/
262281
Street
46
054-222654/ 223731
Box
Road
250
Box
Street
76
Box
Road
102
Box
Street
561
MASHONALAND WEST PROVINCE
Provincial Public Works Director
MATABELELAND SOUTH PROVINCE
Provincial Public Works Director
0279-23113/231251/23136
0271-6916/6752
067-23254 /28005/6
Gadzema
P.O.
Chinhoyi
MATABELELAND NORTH PROVINCE
Provincial Public Works Director
09-884930/ 09-889450
Box
Birmingham
P.O.
Box
Marondera
Second
P.O.
Bindura
Street
561
Stockton
P.O.
Bulawayo
Stand
613
Cnr Kalipati and Bigben Road.
P.O.
Box
90
09-882481/887286/ 889450
0284-22215/ 22647/8
23
Gwanda
24