Our Commitement

We commit to efficient and timely communication with our customers

• Office hours – Monday to Friday 0800hrs to 1230hrs and 1400hrs to 1630hrs
• Telephone calls – We shall answer calls within 30seconds
• Oral Mail – We shall acknowledge in writing within 14days from date of receipt.

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Information

All the Board’s information will be accessible to you on our website on www.cwsb.go.ke, on local media and during our stakeholders’ forums.

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Procurement

We shall:

• Adhere strictly to the Public Procurement and Disposal Act 2005.
• Ensure 30% of the government tenders are allocated to the youth and women enterprises.

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Interruptions to water supply

Customers will be promptly informed of any water supply interruptions resulting from our works through the local radio stations.

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Listen to you

Please feel free to air your views about our services. A suggestion box is available at our offices. You may also use our email or telephone lines.

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Emergency Response

We will provide alternative supplies using water boozers during disasters such as cholera outbreaks or drought.

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Services to vulnerable groups

We shall strive to make our services sensitive to the needs of our customers who are physically challenged.

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How can you help us serve you better?

We request our customers to:

• Treat our employees courteously
• Allow authorized Water Service Providers’ staff access to all meters at all times for the purposes of meter reading and maintenance
• Keep your meter area clean for easy reading
• Give us all the appropriate information so that we can deal with your enquiry timely and effectively
• Pay your bills promptly
• Report all leakages you see in your area
• Report all illegal connections
• Report all cases of vandalism of our water infrastructure
• Use water responsibly – for example water that has been used to wash clothes can be used to clean the house.
• Please feel free to make use of our anti-corruption boxes and suggestion boxes that have been placed strategically for your convenient use at our premises.