Publicación: Navigating Social Assistance: Insights and Experiences of Public Housing Residents in Kuala Lumpur, Malaysia © 2026 The World Bank Group,

https://openknowledge.worldbank.org/entities/publication/d84bf939-ddfb-43d9-95f4-5b3d9cfc9aa5 This policy paper aims to understand the barriers faced by urban poor Malaysians in Kuala Lumpur in accessing SA, as well as their experiences in navigating the SA system. This case study focuses on the ease of access to SA of residents in PPR, who comprise a majority of urban poor Malaysians, as well as their experiences with its implementation and delivery. The paper is part of a two-paper series that seeks to provide a comprehensive analysis of the exclusion of intended populations. The first paper concentrates on targeting and design, while this second paper focuses on delivery and implementation. This policy paper begins by presenting an overview of the main SA programs in Malaysia. The following section provides details of the focus group discussions (FGDs) and interviews conducted, along with a brief profile of the respondents. The subsequent section analyzes the findings of the qualitative survey, organized into topics such as access to and application for SA, adequacy and management of benefits, delivery of benefits, grievance redress mechanisms, satisfaction with and perception of SA, and suggestions from respondents. This section concludes with areas for potential future investigation. The paper ends with a section on reform priorities, offering discussions and policy recommendations for the Government’s consideration. © 2026 The World Bank Group,