| Service Product | Service Level |
Where can one get service from |
| Processing of application form | Immediate | Customer Care Kikuyu |
| Installation of connection after payment | 1-5 days | Area Offices/Kikuyu |
| First bill | One(1) month | Customer care/Hand delivery |
| Service Product | Service Level |
Where can one get service from |
| Disconnection for non-payment of water bill | 14days from date of issue of bill | Customer Care Kikuyu |
| Reconnection of water supply | Within 24hrs after payment | Area Offices/Kikuyu |
| Service Product | Service Level |
Where can one get service from |
| Account balance | Immediate | Customer Care Kikuyu |
| Lack of water complaint | 1-2 days | Customer Care Kikuyu |
| Reply to written complaints | 1-3 days | Customer Care Kikuyu |
| Reply to fax complaints | 2 days | Customer Care Kikuyu |
| Immediate | Customer Care Kikuyu | |
| Complaints through the telephone | Immediate | Customer Care Kikuyu |
| Office visit complaint | Immediate | Customer Care Kikuyu |
| Process of refund after termination | 2 weeks | Customer Care Kikuyu |
| Service Product | Service Level |
Where can one get service from |
| Application for retailing | Upto 3 months | Customer Care Kikuyu |
| Service Product | Service Level |
Where can one get service from |
| Meter reading | Monthly | Commercial department |
| Water billing | Monthly | Customer care/Hand delivery
Area Offices/Kikuyu |
| Service Product | Service Level |
Where can one get service from |
| Water sales & Reconnection Fees | Mon- Fri 8:00am -4:00pm
Sat 8:00am -12:00pm |
Equity Bank- Acc. 0570292031078,
M-PESA Paybill No. 810100 PostBank Acc.0744130007563 |
| New Connection Charge, Water Deposits, Exhauster Services | Mon- Fri 8:00am -4:00pm
Sat 8:00am -12:00pm |
Headquarters-Kikuyu |
| Service Product | Service Level |
Where can one get service from |
| Repair of leaks and bursts | Within 12 hours of report | HQs Kikuyu and area offices |
| Service Product | Service Level |
Where can one get service from |
| Residual Chlorine | Daily | O & M Department |
| Chemical analysis | Monthly | Central Testing Laboratory |
| Bacteriological analysis | Monthly | Central Testing Laboratory |
| Service Product | Service Level |
Where can one get service from |
| Water Supply | 4days in a week | HQs Kikuyu |
| Water Quality | KEBS/WHO Standards | O & M Department |
| Service Product | Service Level |
Where can one get service from |
| Media | When need arise e.g interruption of supply | Corporate affairs/ Customer Care |
| Stakeholders Workshop | Once a year | Corporate division /Commercial division |
| Service Product | Service Level |
Where can one get service from |
| Meter relocation | 1-5 days | Area offices/ meter servicing units |
| Replacement of faulty meters | 1-3 days | Area offices/ meter servicing units |
| Meter Test | 1-5 days | Area offices/ meter servicing units |
| Field Investigation | 1-3 days | Area offices/ meter servicing units |
| Exhausting Services | Within 24hrs after apyment | HQs Kikuyu Charges are from Ksh. 7,000 |