Karuri Water and Sanitation Company Ltd. (KAWSCO) held a Customer Engagement Meeting for residents of the Ndenderu Scheme, bringing the Technical and Commercial Departments face to face with the community it serves. The clinic gave customers a direct channel to hear from the Company and raise their own questions in an interactive session.

Customers were invited through SMS messages, posters placed around the area, and announcements made at church services ahead of the meeting — reflecting KAWSCO's approach of reaching residents through the channels they already use. The session opened with presentations from both departments, followed by a discussion where customers shared feedback and Company representatives responded directly.

01A Forum Built on Communication

The clinic is one part of KAWSCO's continuing effort to strengthen its relationship with customers across Kiambaa Constituency. Alongside operational updates, the Company used the session to walk customers through billing procedures, sewer services, and how to apply for a new water connection - practical information customers can use immediately.

02Technical Department: Infrastructure and Supply

Technical representative took customers through KAWSCO's organizational structure and the reach of its water service coverage across Kiambaa Constituency, including the scheme's boreholes and offtake sources. He described the ongoing programme of distribution network maintenance and repair, and the quarterly water quality testing carried out through accredited laboratories to keep supply safe.

He also gave an update on the Ruaka River Water Project, a key upcoming investment expected to meaningfully increase supply for the scheme, and outlined the Company's continued work to manage rationing fairly while that project progresses.

"The forum enabled the Company to share operational updates, educate customers on service delivery processes, and receive valuable feedback." KAWSCO, Customer Engagement Report

03Commercial Department: Billing and Connections

The Commercial Department walked residents through the procedures and categories for new water connections, how monthly meter reading and billing works, and the value of paying bills on time. Customers were also briefed that sewer billing is charged at 75% of water consumption, along with an overview of customer service procedures and office operating hours.

04What Customers Shared

Residents welcomed the opportunity to engage directly with KAWSCO and spoke positively of the Company's efforts to keep water flowing across the scheme. They also used the platform to raise the issues that matter most to their households:

• Water shortages and the performance of local boreholes
• Interest in sewer line extensions to more areas
• How power outages affect water pumping and supply
• A request for clearer, earlier communication on rationing schedules
• Guidance on water storage during scheduled interruptions

The Technical and Commercial teams responded to each point raised and shared the interventions already in motion to address them.

05Action Plan Moving Forward

Every issue raised was matched to a clear action and an owning department, giving customers a transparent view of what happens next:

06Looking Ahead

Building on the momentum of the Ndenderu clinic, KAWSCO outlined a set of priorities to carry the conversation forward:

1. Accelerate ongoing water development projects to close the supply gap.
2. Broaden customer communication through regular SMS updates, public notices, and community forums.
3. Reduce non-revenue water by tackling illegal connections and leakages.
4. Extend sewer infrastructure into more areas of the scheme.
5. Explore alternative power solutions to keep pumping stations running through outages.
6. Continue holding regular customer clinics across KAWSCO's service areas.