| New Connections |
Processing Application form |
Immediate |
Customer Office (Lamu & Mokowe) |
| Installation of Connection after payment |
1 – 7 Days |
Area Offices (Lamu & Mokowe) |
| Production of First Bill |
1 Month |
Customer care |
| Disconnections/Reconnections |
Disconnection for Non-payment of Water Bills |
14 Days after issuing water bills |
Area Offices |
| Reconnection of water supply |
Within 24 hours after payment |
Area Offices |
| Customer Queries and Complaints |
Account Balances |
Immediate |
Customer care/ Area Offices |
| Lack of Water complaint |
1 – 2 Days |
Customer care HQ/ Area Office |
| Reply to Written complaint |
1 – 5 Days |
Customer care HQ/ Area Office |
| Complaints through telephone |
Immediate |
Customer care HQ/ Area Office |
| Office Visit Complaints |
Immediate |
Customer care HQ/ Area Office |
| Refund after Termination |
2 Weeks |
Customer care HQ/ Area Offices |
| Water Kiosk |
Application for Retailing |
……… |
Customer care/ Area Offices |
| Water Bill |
Meter reading |
Monthly |
Commercial Department |
| Water billing |
Monthly |
Customer care Area Offices |
| Payment for Services |
Water sales |
Mon – Fri 8;00 – 12:00
2:00 – 3:00 |
Area Offices |
| Attendance to leaks and burst |
Repairs leaks and bursts |
Within 12 hours of report |
Area Offices |
| Water Quality Testing |
Residual Chlorine |
Daily |
Area Offices |
| Bacteriological analysis |
……… |
Headquarter |
| Chemical analysis |
……… |
Headquarter |
| Water Quality Testing |
Residual Chlorine |
Daily |
Chemist |
| Bacteriological analysis |
Quaterly |
Laboratory |
| Chemical analysis |
Quaterly |
Laboratory |
| Service Reliability |
Water supply |
2 Days in a Week |
Area Offices |
| Water quality |
KEBS/WHO Standards |
Chemist |
| Office hours |
Attendance to customers |
Mon- Fri 7:45 – 4:30 |
Area Offices |
| Other Technical Services |
Meter relocation |
1 – 3 Days |
Area Offices meter servicing unit |
| Meter replacement |
1 Day |
Area Offices meter servicing unit |
| Meter testing |
1 Day |
Area Offices meter servicing unit |
| Field Investigation |
1 – 3 Days |
Area Offices meter servicing unit |
Services
Service Product
Service Level
Service Area
2:00 – 3:00