Mbale, Uganda — Housing Finance Bank is betting big on the power of community. In its latest regional outreach, the bank hosted a customer forum in Mbale aimed at strengthening ties with clients across the Eastern Region.
Under the theme “Delighting Our Customers at Every Touchpoint,” the event brought together business owners, local leaders, and loyal customers for a candid exchange about the bank’s evolving role in the region’s growth.
It’s the second in a series of regional engagements, following a similar session held earlier in Fort Portal.
But this wasn’t just a feel-good corporate event. It was a deliberate effort to reposition the bank not as a distant institution, but as a local partner embedded in the rhythms of everyday life in Eastern Uganda.
From Listening to Action
Carolyne Agudo, Head of Customer Experience, didn’t sugarcoat the bank’s intent. “Customer experience isn’t about ticking boxes. It’s about trust—earned over time and through every interaction,” she said.
Agudo stressed that Housing Finance Bank wants to walk alongside its clients—from the early days of saving and borrowing to the long haul of home ownership and business expansion.
One such tailored offering is Zimba Mpola Mpola, an incremental housing product born directly out of conversations like this. Many in regions like Mbale build homes step-by-step, constrained by income but not by ambition. This solution allows them to do just that—without overstretching their finances.
Banking on Local Strengths
Philip Amodoi Emunot, the bank’s Branch Distribution Manager, pointed to the economic resilience of Eastern Uganda. Sectors like agriculture, logistics, and education continue to thrive, and the bank is designing financial tools to match.
“We’re not importing one-size-fits-all solutions,” Emunot said. “We’re building tools for the ground we stand on—solutions like Vehicle and Asset Financing, working capital support, and Trade Finance, all structured to fit regional realities.”
Diaspora Connections and Digital Reach
The bank’s forum also highlighted efforts to serve Ugandans abroad. Mbale Branch Manager Stephen Okware encouraged participants to refer family members in the diaspora to Housing Finance’s expanding Diaspora Banking program.
“This is about giving Ugandans abroad a safe, trusted route to invest back home—in land, homes, and local businesses,” he said.
Digital convenience was another key theme. Agent banking, mobile apps, and internet platforms were presented not just as modern extras, but as essential tools for bridging distance and time.
Stories That Span Decades
In a powerful moment, two longstanding clients—His Royal Highness Jude Mudoma, the Umukuka of Bugisu, and Dr. Boaz Mbagaya Aruho of Mbale People’s Hospital—shared personal stories tracing their 25-year journey with the bank.
From small salary loans to homeownership, their reflections served as a reminder: customer trust is earned over years, not quarters.
Looking Ahead
The Mbale forum closed with a firm promise: Housing Finance Bank will remain deeply rooted in the community, empowering local staff, listening closely, and tailoring services to reflect real needs.
While global banks chase scale, Housing Finance is opting for depth—one conversation, one solution, one region at a time.
