Disconnection and Reconnection
Disconnection
Our customer policy aims at discouraging the disconnection of our services, but rather using all available means that give the customer the opportunity to pay. These include:-
- Sending reminders a day to the due date through sms encouraging prompt payment of bills.
- Bills posted to be accompanied by a notice to pay before the due date.
- 14 clear days is given to the customer within which he/she should have paid the water bill.
- Once in a while carry out physical visits to encourage customers to pay water bill.
- Confirmation if the customers have not paid before issuing the disconnection orders.
- Encouraging customers with huge bills to enter into part payment plan.
- Disconnecting customers who have refused HOMAWASCO staff to entry to their property for meter reading and have unpaid bills.
- Customers who are disconnected and have taken more than 6 months before paying, a disconnection from the main line will be effected.
- Effect disconnection as the very last option.
Reconnection
Reconnection will be carried out after:
- Full payment of the amount on the bill
- The customer has filled and signed a Part payment agreement to pay the balance by installment.
- Payment of reconnection fee that is Kshs. 500
- All paid up customers will be reconnected within 48 hours.