Service Charter – Water Services

Services Requirements Charges (in KES) Timelines Contact Person / Dept.
New Connections Completed application form including ID,Photocopy of KRA pin certificate,  a map of premises; signed consumer contract; fittings purchased as prescribed. Application form – Kshs. 100; Surveying fee – Kshs.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 cycle) Meter Readers/ Zonal officers.
Meter testing Request for meter testing Kshs. 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 Customer Care

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  Customer Care

Zonal Officer
Special meter reading/special cut off customer request Request for special meter reading/special cut off customer request Kshs.200 Within 1 day Meter readers/ Zonal officers
Billing Free Once every month (according to billing cycle) Billing Clerks
Dispatch of bills – Free Once every month (according to billing cycle)

Domestic- SMS

Institutional -paper bills

 Zonal officer/ Billing Clerks
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 – Kshs. 500

Penalties where applicable

 2 working days after making payments and availing the prescribed fittings Billing Officers/ Customer Care
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

  Customer Care Officer

 

Billing Clerks
Water supply concerns (no water flow, pressure issues, pipe bursts/leakages) Free 1 working day (may vary based on magnitude of problem; Customers should be adequately informed of any unplanned and extended interruptions)  

Technical Team(Zonal Officers)
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) 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) Transport officer.

Customer care 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

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; Kshs. 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.