Service standards
Committed to serving the public with reliable, responsive and result-oriented service.
Last updated 30 September 2025
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 (Working Days) |
SLA Overall | General Enquiries | 1) | Response to Public Enquiries and Feedback | 3 (general) 14 (case-specific) |
Regulatory Administration | Approval of Survey Plans | 2) | Allocation of New Lot Numbers | 1 |
3) | Processing and Approval of Land Lots Submitted in Survey Plans | 8 | ||
4) | Processing and Approval of Strata Lots Submitted in Survey Plans | 8 | ||
Registration of Property Transactions | 5) | Issuance of New Certificates of Title (Pursuant to Issue of State Titles) | 1 | |
6) | Notification of Caveats | 1 | ||
7) | Fax/Post Image of Leases, Instruments, Books and Deeds in Microfilm Format | 1 | ||
8) | Registration of Private Property Documents/Instruments | 7 | ||
9) | Issuance of New Certificates of Title (Pursuant to Applications) | 12 | ||
10) | Registration of HDB Documents/Instruments | 14 | ||
11) | Cancellation of Clearance Certificate | 15 | ||
12) | Application for a Clearance Certificate Under Section 10/11 Residential Property Act 1976 | 15 | ||
13) | Application for Approval to Buy a Residential Property Under Section 25 Residential Property Act 1976 (Foreign Company) | 30 | ||
14) | Application for a Qualifying Certificate Under Section 31 Residential Property Act 1976 | 30 | ||
15) | Application for Change of Use of Property Under Section 28/28A Residential Property Act 1976 | 30 | ||
Lease Management | Collection of Land Betterment Charge | 16) | Processing and Approval of Land Betterment Charge based on Table of Rates Method | 20 |
Purchase of Remnant Land | 17) | Application for Purchase of Remnant Land | 40 | |
18) | Application for Purchase of Remnant Land (Complicated cases involving sale of roads and drainage reserves etc. or a closed tender between adjoining owners) | 100 | ||
State Land Administration | Rental of State Properties | 19) | Application for Temporary Occupation Licence (TOL) for State Land | 30 |
Development Works for State Land and Properties | 20) | Endorsement of Plan for Tenant's Works | 30 |