MHADA’s New Digital Grievance System Aims to Bring Faster Relief to Tenants of Cessed Buildings

For thousands of tenants and residents living through redevelopment projects in Mumbai’s old cessed buildings, delays in transit rent, possession-related concerns and communication gaps often become a major source of distress. To address these issues in a more organised and transparent manner, MHADA has launched a dedicated Grievance Redressal Management System for cessed building redevelopment projects in Mumbai Island City.

 

The system has been developed by the Mumbai Building Repairs and Reconstruction Board and was inaugurated on May 14, 2026, by MHADA Vice President and CEO Shri Sanjeev Jaiswal (IAS) at the Board’s F/South Division regional office in Dadar East.

A Digital System for Redevelopment-Related Complaints

The newly launched platform has been created to help original tenants and residents submit and track complaints related to redevelopment projects of old and dilapidated cessed buildings in South Mumbai.

The system will cover concerns such as:

• Delayed or non-payment of transit rent by developers
• Possession-related issues
• Disputes linked to redevelopment and rehabilitation
• Other grievances faced by tenants and residents during the redevelopment process

The aim is to move grievance handling away from scattered manual follow-ups and bring it into a centralised digital process where complaints can be recorded, monitored and resolved within a fixed timeline.

Why the System Was Introduced

The platform was launched following directions from the Hon’ble Bombay High Court, which had asked MHADA to create a strict and time-bound mechanism for complaints related to transit rent in redevelopment projects under Development Control and Promotion Regulation, DCPR 33(7).

In response, the Mumbai Building Repairs and Reconstruction Board implemented this system to make the process faster, clearer and more accountable for tenants, residents, developers and officials.

How Citizens Can Use the Platform

The link to the system will be available on MHADA’s official website.

Applicants will be able to register on the portal by entering their basic details. Once registered, they can submit complaints and applications online, upload required documents and track the status of their cases from time to time.

After a complaint is filed, the concerned Deputy Engineer from the respective department will receive direct alerts through SMS and email. This will help ensure that the complaint reaches the right official without unnecessary delay.

How the Complaint Process Will Move

Once a complaint is received, Deputy Engineers will verify the details, send notices to complainants through email, schedule hearing dates and update the case status on the system.

Developers will also be part of the process. They will be able to view their respective cases, upload documents and submit replies online.

The Deputy Chief Engineer will supervise the complete process and monitor the final disposal of complaints. Separate dashboards have been created for Deputy Engineers, Developers and Deputy Chief Engineers, making it easier to track each case at every stage.

What This Means for Tenants

For tenants and residents of cessed buildings, this system could reduce the need for repeated physical follow-ups and bring more clarity to the grievance process. Since every action will be digitally recorded, the platform is expected to improve transparency and accountability.

The system is also likely to support faster redevelopment work by helping resolve tenant-related issues in a structured manner. In the long run, it can help ensure that eligible tenants receive their rehabilitation benefits without avoidable delays.

At the launch, Shri Sanjeev Jaiswal said that the initiative reflects MHADA’s commitment to citizen-focused, transparent and time-bound service delivery. He also noted that the true purpose of the system is to make sure every citizen’s grievance is heard, recorded and resolved within the stipulated time.

Senior officials present at the launch included Chief Officer of the Mumbai Building Repairs and Reconstruction Board Shri Milind Shambharkar, MHADA Chief Engineer-1 Shri Dheerajkumar Pandirkar, Chief Engineer-2 Shri Mahesh Jeswani, Chief Engineer-3 Shri Sunil Nanaware, MHADA Deputy Chief Executive Officer Shri Anil Wankhede, Joint Chief Officer Shri Umesh Wagh, Deputy Chief Engineer Shri Anil Ankalgi and other officials.