| New connection after payment of all applicable connection charges (Deposit and connections material and labour costs) |
Filled up application form
Attach copies:
1. ID/Passport
2. Pin certificate
3. Land ownership documents |
Deposit payable:
| Domestic |
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2,500 |
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| Retail shops, workshops and offices consuming,morethan10m3 |
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3,000 |
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| Bar, restaurant and lodgingsmorethan15m3 |
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5,000 |
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| Hotelclass“A”and“B”lessthan150m3 |
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10,000 |
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| Hotelclass“C”and‘’D’morethan150m3 |
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15,000 |
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| Hospitalsmorethan150m3 |
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20,000 |
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| Minor construction site (temporary connection)lessthan200m3 |
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10,000 |
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| Large construction site (temporary connection)morethan200m |
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50,000 |
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| Light industries lessthan200m3 |
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10,000 |
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| Medium industries between200m3and300m3 |
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15,000 |
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| Heavy industries more than300m3 |
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20,000 |
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| Health centre/dispensaries less than150m3 |
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5,000 |
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| Schools/colleges /other institutions more than200m3 |
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10,000 |
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| Schoolslessthan200m3 |
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5,000 |
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5 days |
| Response to unplanned water service problems |
Report |
Free |
Five hours |
| Interruption of water supply for planned works |
Send message via SMS to customer |
Free |
At least 24 hours notice |
| Attend any site of a burst or leak which substantial or might cause moderate damage to property |
Report |
Free |
One hour |
| Restore water services if there is an unplanned interruption to the supply |
Report |
Free |
Eight hours |
| Sewerage connection |
Letter of application
Attach copies:
1. ID/Passport
2. Pin certificate
3. Approval of construction by county government |
Connection fee kshs.7500
Inspection fee kshs.12,100 |
5 days |
| Contain a sewer spill on your property |
Report |
Free |
Six hours |
| Reconnection of water services after payment of the due bills plus the penalties
(Normal disconnection) |
Cooperation |
Clear outstanding debt plus Kshs.500 reconnection fee |
24 hours |
| Disconnection at the mains |
Cooperation |
Customer will be required to pay Kshs 1600 for reinstallation if the outstanding debt is less than kshs.4000 or Kshs. 5000 if more and for put though the customer will meet the actual material and labour cost for disconnection from the mainline and reinstallation |
48 hours |
| Disconnection for closure of Account |
Fill form for de-enrolment |
Payment for final bill |
48 hours |
| Disconnection on owners request |
Cooperation |
Pay Kshs. 200 |
48 hours |
| Reading of the customer meter and issuance of bills to active connections |
Access/Cooperation |
Free |
On a monthly basis |
| Resolve customer issues |
Reports |
Free |
5 working days depending on the customer issues |
| Request for a special meter reading |
Access/Cooperation |
Pay Kshs.200 |
5 working days |
| Request for meter testing |
Access/Cooperation |
Pay Kshs. 500 |
5 working days |
| Water quality complaints |
Call customer care desk to give details |
Free |
24 hours |
| Exhauster Services |
Septic tank to be exhausted is not more than 60 ft (20 meter) away from the parking accessible by the lorry.
Septic tank should not be more than 20 ft deep from where the exhauster shall be stationed for loading.
The parking place is not sloppy to make accessibility risky for the lorry.
The septic tank should not contain blockage materials like bottles, clothes, stones and such others;
The sludge will be stirred for dislodge by the customer |
Charges:
Within supply area
Tanker capacity of 8000L kshs.5000
Tanker capacity of 7000L KSHS.4400
Outside supply area
Tanker capacity of 8000L kshs.8000
Tanker capacity of 7000L KSHS.7000 |
1 day depending on work load. |
