| No. | SERVICES/GOODS RENDERED | REQUIREMENTS | USER CHARGES | TIMELINE |
| 1 | Attend to customers/visitors on arrival | Clarity and Courtesy | Free | Within Three (3) minutes on arrival |
| 2 | Response to inquiries (Use of Appropriate channels) | Customer Care desk/Telephone | Free | Immediate |
| Suggestion Boxes within our offices and Mail | Free | 7 days | ||
| E-mail and Social media |
Free | 2 hours | ||
| 3 | Answering of incoming calls | Call to call center | Free | 2 rings |
| 4 | Resolving of billing related complaints written/verbal | Evidence of complaint | Free | 7 days |
| Resolving of Non-billing related complaints written/verbal | Evidence of complaint | Free | 7 days | |
| 5 | Procurement of Goods, Services & Works in compliance with the Public Procurement & Asset Disposal Act 2015 and Regulations | Tender Documents | Free download from company website | 37 days |
| Contract Signing | Free | 14 days | ||
| 6 | Paying our Suppliers | Supporting Documents; 1. Approved Contract 2. Approved LPO 3. Invoices & Delivery note 4. Inspection and acceptance certificate 5. Goods Received Voucher |
Free | 30 days |
| 7 | New water connection(s) | Filled application form(s), copy of title deed, ID, PIN | Customer deposit, connection fee as per the approved tariff, estimated cost of pipes and fittings | 14 days |
| 8 | Separations | Filled application form(s), copy of title deed, ID, PIN | Customer deposit, connection fee as per the approved tariff, estimated cost of pipes and fittings | 7 days |
| 9 | Existing connections | Filled application form(s), copy of title deed, ID, PIN | As per approved tariff | 3 days |
| 10 | Sewer Connections (Domestic) Sewer Connections (Commercial) Sewer Connections (Industrial) |
Filled Application Form(s), Water Account No., copy of ID & KRA pin | As per approved tariff | 3 days |
| 11 | Meter Testing | Request order and payment receipt. | As per approved tariff | 4 days |
| 12 | Meter reconnection(Normal) Meter reconnection (Main) |
Order request, Receipt of payment | As per approved tariff | 1 day |
| 13 | Stolen Meter Replacement | Police abstract, copy of ID, customer contacts | Prevailing market price | 2 days |
| 14 | Sewer Unblocking (main line) | Report at the customer service desk | Free | 4 hours |
| Sewer Unblocking (Private lines) | As per approved tariff | 4 hours | ||
| 15 | Exhauster Service on request (within Eldoret Town)
1. Informal Settlements 2. Other customers |
Written Request, payment receipt. | As per approved tariff | 2 days |
| 16 | Water delivery on Request (within Eldoret Town)
1. Tanker – (7000m³) 2. Tanker – (18000m³) |
Written Request, payment receipt. | As per approved tariff | 1 day |
| 17 | Water & Waste water testing | Test Samples | Per parameter | 2 days |
| 18 | Interruption of water services | 2 Day Notice | Free | 12 hours |
| 19 | Sale of Sludge | Written Request | As per approved tariff | Immediate |
Feel free to share your feedback with us, to let us know how we served you;
Write to us: Attention:
The Managing Director
Eldoret Water & Sanitation Co. Ltd
Box 8418-30100
ELDORET, Kenya
“Commitment to courtesy and excellence in service delivery”
