Service Charter – Water Services

Services Requirements Charges (in KES) Timelines Contact Person / Dept.
New Connections Completed application form including ID and map of premises; signed consumer contract; fittings purchased as prescribed. Application form – 100; Surveying fee – 800; Deposit – varying with customer type (See tariff structure); Labor costs – 20% of the cost of materials Processing application form – Immediately after form submission(before the applicant leaves the office) Customer Care

 

Installation of connection – Within 5 working days of making payments and availing the prescribed fittings. Technical Team – Zonal Officer
Meter reading Meter readers’ access to meters (within the utility’s working hours 8:00 – 5:00pm) Free Once every calendar month (according to billing schedule) Meter Readers
Meter testing Request for meter testing KES 500 or actual cost whichever is higher (Payment if meter doesn’t register incorrectly to any degree exceeding 5%) Within 5 working days of making a request Request for testing – Customer Care

Meter testing – Zonal Officer

Meter servicing Request for meter servicing The actual cost subject to a minimum charge of Kshs.500 Within 3 working days of making request Request for servicing – Customer Care

Meter servicing – Zonal Officer

Billing Free Once every month (according to billing schedule) Billing Clerks
Dispatch of bills Free Once every month (according to billing schedule) Domestic bills – SMS

Institutional bills – Zonal Officers

Disconnections Water payment arrears beyond the payment due date  Upon expiration of the bill due date Zonal Officers
Reconnections Completed reconnection request form; payment of at least 75% of arrears; fitting purchased as prescribed Reconnection fee – KES 500

Penalties where applicable – see Annex 1.

2 working days after making payments and availing the prescribed fittings Processing reconnection request – Customer Care
Reconnection – Technical Team (Zonal Officers)
Resolution of customer complaints

And feedback to the utility

Erroneous bills – Contact the Customer Care Officer and register complaint Free Feedback on error – 1 working day

 

Resolving the error – 3 working days

Processing complaint and feedback – Customer Care Officer

Resolving bill error – Billing Clerks

Water supply concerns (no water flow, pressure issues, pipe bursts/leakages) – Contact the Customer Care Officer Free 1 working day (may vary based on magnitude of problem; Customers should be adequately informed of any unplanned and extended interruptions) Processing complaint/concern– Customer Care Officer

Resolving supply concern – Technical Team

Other complaints/feedback (e.g. water quality, uncourteous staff) – Contact the Customer Care Officer Free 1 working day (may vary based on nature of complaint; Customers should be adequately informed resolution procedure and the feedback loop) Processing complaint/concern– Customer Care Officer

Resolving supply concern – As assigned by the Customer Care officer

 

Water Bowser services Submit request to the Customer Care officer Water Bowser – KES 6,300 for areas within a 5km radius; The rest of the distances are determined on a zoning scale. Dependent on number of applications at the time of payment by the customer. (Water is delivered on a first come first served basis) Processing request – customer care officer;

Provision of services – Technical team in coordination with the transport officer.

Service Charter – Sewerage

Services Requirements Charges (in KES) Timelines Contact Person / Dept.
New Connections Completed application form including ID and map of premises; signed consumer contract; fittings purchased as prescribed. Application form – 100; Connection fee – HH – 6,000, Institutions – 10,000 – 30,000 based on number of toilets; materials and labor provided as prescribed. Processing application form – Immediately after form submission(before the applicant leaves the office) Customer Care in coordination with the Waste Water Superintendent.

 

Installation of connection – Within 5 working days of making payments and availing the prescribed fittings. Technical Team – Waste water officer
Billing Free Once every month (according to billing schedule) Billing Clerks
Dispatch of bills Free Once every month (according to billing schedule; Included in the water bill for consumers with both a water and sewerage connection) Domestic bills – SMS

 

Institutional bills – Zonal Officers

Disconnections Arrears beyond the payment due date Upon expiration of the bill due date Waste water officer
Reconnections Completed reconnection request form; payment of at least 75% of arrears; fitting purchased as prescribed Reconnection fee – 500

Penalties where applicable – see Annex 1.

2 working days after making payments and availing the prescribed fittings Processing reconnection request – Customer Care
Reconnection – Technical Team (Waste water officer)
Resolution of customer complaints Erroneous bills – Contact the Customer Care Officer and register complaint Free Feedback on error – 1 working day

 

Resolving the error – 3 working days

Processing complaint and feedback – Customer Care Officer

Resolving bill error – Billing Clerks

Sewerage concerns (pipe blockage/bursts/leakages) – Contact the Customer Care Officer Free 3 working days (may vary based on magnitude of problem; Customers should be adequately informed of any extended interruptions) Processing complaint/concern– Customer Care Officer

 

Resolving supply concern – Technical Team (waste water superintendent / waste water officer)

Sewer maintenance Free Continuous process Waste water superintendent / waste water officer
Exhauster services Submit request to the Customer Care officer 5,000 for residents in low income areas; 6,300 for all other residents within a 5km radius. Within 1 working day after making payments Processing request – customer care officer Provision of services – waste water superintendent in coordination with the transport officer.