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This publication focuses on an investment program in Ulaanbaatar, Mongolia, as one of the Office of the Special Project Facilitator's (OSPF) Lessons Learned series of case studies on ADB's complaint management experience. The program focused on addressing an urgent demand for basic urban services, high pollution levels, and poor living conditions in ger areas. This case study presents the issues, challenges, and solutions that OSPF identified from its experience responding to the concerns of affected households and people in the course of the program's implementation. The OSPF case study series aims to support ADB operations departments, government and private sector partners, and other stakeholders by documenting grievance redress management experiences and identifying important lessons and good practices on problem-solving that are useful for future projects.