ELDOWAS was the first water service provider in Kenya to attain certification in international Quality Management Standards ISO 9001:2008. Eldoret Water Company Paybill Number 511 000. In order to achieve its goals and objectives the company recognizes the need to effectively serve the customers and has developed a Customer Service Charter. The Company has continuously embarked on the application of the Customer Service Charter and services expected of us by our customers. The standards provided are a measure of our performance as we interact with our esteemed customers. We ensure that the Customer Care Desk is operational and within reach of customers. Similarly, feedback from customers will be in focus to continual improvement of service.
ELDOWAS Management is organized in four departments. The Technical Department is responsible for water sources development, water abstraction, treatment and distribution. The Commercial Department is responsible for billing, revenue collection, and customer relations management. Finance Department is responsible for financial management and the Administration Department deals with staff matters and the smooth running of the company.
Customers served by the water service provider can pay for their services from their places of convenience using Eldoret Water Company Paybill number 511 000
Eldoret Water and Sanitation Company Limited (ELDOWAS).is a corporate entity established under the laws of Kenya. Incorporated in October 1997 under Companies act (CAP 486 Laws of Kenya), the company started operations in the year 2000; its principle shareholder is the County of Uasin Gichu. ELDOWAS is mandated to provide water andsanitation services through a licensing agreement by WASREB.
Steps to follow when using Eldoret Water Company Paybill number 511 000
- Go to M-Pesa Menu on your phone
- Select Pay Bill Option.
- Enter the Eldoret Water Company Paybill Number 511 000.
- Enter your water account number in the form 30XXXXX.
- Enter the amount you are paying
- Enter your M-Pesa PIN
- Confirm the details of the transaction
- Press OK
- Your will receive confirmation message from Safaricom with the transaction code.
Paying Eldoret Water Company using Airtel Money.
- Go to Airtel Money Menu on your phone
- Select Pay Bill Option.
- Enter the business number of ELDOWAS; ELDOWAS.
- Enter your water account number in the form 30XXXXX.
- Enter the amount you are paying
- Enter your Airtel Money PIN
- Press OK
- You will receive the message with the transaction code.
Background
Eldoret Water and Sanitation Company Limited (ELDOWAS) is a corporate entity established under Cap 486 of the laws of Kenya. The County Government of Uasin Gishu is principal shareholder. The Board of Directors of ELDOWAS comprises 10 Directors who represent the interest of various stakeholders.
They include:
1. Three from the County Government of Uasin Gishu represented by the Chief officers (Chief officer in charge of Finance, Chief officer in charge of Roads , Chief officer in charge of Water and Environment.
2. One member from Local professions.
3. Three members from Business and Manufacturing.
4. Two members from Resident organizations
5. The Managing Director.
Eldoret Water Company Water Supply Services.
Eldoret Water Company draws its water from the following dams for onward distribution to its customers.
- Ellegrini River intake
- Two rivers dam
- Moiben Dam
- Ellegrini Dam
- Kesses Dam
From the intakes above, the water is treated to remove sediments, bacteria, and other impurities.
After the final treatment, the water leaves the treatment works and is stored in contact tanks before being released to the distribution network.
Water from the storage tanks is the distributed to customers through the company’s network of pipe lines that comprise of various sizes of pipeline ranging from 600mm in diameter steel pipes to 12mm diameter uPvc pipelines that deliver water to our customers.
To ensure that the quality of water supplied to the consumers meet the required standards, the company has a quality assurance section whose mandate is to collect and analyze samples from designated points within the distribution network. The results of the analysis are compared with the KEBS and WHO standards for compliance.
Eldoret Water Company is responsible for waste-water collection, treatment and safe disposal in Eldoret Town and its environs.
The company operates two state of the art sewerage treatment plants located in Huruma and Kipkanyo in the western part of the town.
Final effluent from our sewage treatment plants comply with the requirements of the National Environment Management Authority (NEMA).
Eldoret Water Company Water Bowser
The water bowser provides mobile water supply solution for sites that do not have the water network or are undeserved.
Customers interested in this service usually do contact the customer service section at Eldoret water company head office to confirm availability and schedules of the trucks.
The company operates a water loading point at the head office for customers with their own means of transport.
Eldoret Water Company Contacts
PO BOX 8418-30100
ELDORET.
FAX:0530-2063556
TELEPHONE: 053-2063403
EMAIL: info@eldowas.or.ke
Web: www.eldowas.or.ke
Mobile: +254724255538; 24hr emergency
- AddressKambi Somali Rd, Off Oloo Street,
PO BOX 8418-30100 Eldoret - Email usinfo@eldowas.or.ke
- Call usMobile: +254 724 255 538
Landline: +254 (0)53-2035000
Toll Free: 0800-211-155
FAQs
How Do I Pay My Water Bill Via MPESA?
- Go to M-Pesa Menu on your phone
- Select Pay Bill Option.
- Enter the business number of ELDOWAS; 511000.
- Enter your water account number e.g 31XXXXX or 30XXXXX.
- Enter the amount you are paying e.g 500.
- Enter your M-Pesa PIN e.g 1234
- Press OK
You will receive a confirmation message with the Transaction code and amount
You will receive a confirmation message from ELDOWAS confirmation payment and crediting of your account with outstanding balance after payment.
What Is The Mandate Of ELDOWAS?
ELDOWAS is mandated to provide water services efficiently and economically in Eldoret town and its environs in compliance with Service Provision Agreement (SPA), as required by the Water Act 2002.
How Do I Access ELDOWAS Services?
You can visit our Customer Service Centres at our Head Office Room 23; Eastern Area Office located in Action; Western area office located at SGA Security building opposite Muchai Estate; Southern Area Office located at Reformed church opposite Hill School and Kesses Office. One can also access more information through our website; www.eldowas.or.ke
How Do I Get Connected To Water And/Sanitation Services?
All water connections MUST be applied for by the Land Lord/property owner. You will need to contact Eldoret Water & Sanitation customer care offices near you for more information.
How Long Does It Take To Connect My Water After Application?
It takes a maximum of four (4) working days to complete the process.
How Do I Know That The Water I Am Supplied With Is Safe For Consumption?
During the water treatment process contaminants are removed from untreated water to produce drinking water that is pure enough for the most critical of its intended uses, usually for human consumption. ELDOWAS ensures that water quality not only relates to the treatment of water, but to its distribution after treatment. All this is in compliance with Kenya Bureau of Standards (KEBS) and World Health Organization (WHO) standards.
How Do I Pay For The Services/Bill?
The company no longer receives cash payments. You can pay for the services through the following pay-points; M-Pesa Paybill No. 511000;
Standard Chartered Bank A/C No. 0152017704300;
Equity Bank- A/C No. 0300294625495;
KCB-A/C No.118128184 and
Co-op Bank A/C No. 01148685815500
How Do I Know That My Meter Has Been Read?
Immediately you receive your bill, check on your consumption. If your consumption indicates zero (0), then your meter has not been read. Confirm immediately from the meter what the current reading is and forward the reading to the customer care centre for re-bill.
Can I Read My Own Meter?
Yes. Customers are encouraged to read their meters especially as soon as they receive their current bill to enable them track their consumptions. However, denying authorized staff access to read the meter is illegal.
How Do I Get To Know The Balance Of My Bill?
ELDOWAS besides delivering sending SMS Bill and E-bill every month, has a customer dedicated lines 072455538 or toll free 0800 211 155 one can call to inquire on any of our services. You can also download ELDOWAS App at Google Play Stores and provides the details required to be able to access not only balance but also account Statement. However, as part of service improvement, ELDOWAS has partnered with other service providers and you can inquire your bill balance by texting ELDOWAS and your water A/C No. e.g. ELDOWAS 30XXXXX to 22384 at cost of 6/=.
How Does ELDOWAS Deal With Illegal Connections?
The company has put in place a monitoring unit to check on illegal connections. Anyone found using water illegally will be prosecuted. The company also encourages its customers to report any suspected illegal connections. ELDOWAS promises to protect the reporters’ anonymity.
What Do I Need To Do If The Service Has Been Disconnected
In the event that the service has been removed, you will have to show proof of payment by making full payment of the outstanding balance and a reconnection fee of KES 1,000.00, before the service is restored.
How Long Does It Take For The Service To Be Reconnected After Disconnection?
Reconnection of services can take up to 48 hours. Proof of payment received before 2.pm will ensure same-day processing. Otherwise it will take place the following day.
Am I Allowed To Reconnect My Water After The Service Has Been Disconnected?
No. According to the Water Act 2002, it is a criminal offense to reconnect your own water.
How Does ELDOWAS Arrive At The Cost Of Billing Consumed Water?
The cost and price depend on the meter readings. The rates applied are set by the regulator and consumers are only billed what they have consumed.
What Are The Monthly Mandatory Standing Charges Applicable To The Service?
As per the current approved water tariff, the charges are as follows; Water KES 210.00, Sewer KES 157.50, Meter rent KES 50.00 and cleansing KES 40.00. These charges are payable to any active account and are subject to change.
What Should I Do If I Suspect That My Meter Has Stopped Working/Faulty?
Immediately report to the company and the meter will be serviced or replaced free of charge. However, one will be required to pay for a new meter if found to have willfully damaged or tampered with it.
How Long Does It Take To Resolve A Billing Complaint?
It takes one billing cycle which is 20 working days.
Are There Charges For Reading Or Servicing The Meter?
No. The company staff will read the meter on a monthly basis free of charge. However if a customer feels the bill is too high even though the meter reading is correct, one can pay a meter testing fee of KES 500.00.
Can ELDOWAS Deliver Water To My Premises Through A Tanker?
Yes. The service is available to residents of Eldoret and its environs. One needs to make a formal request which will be acknowledged after paying for the service. The water will be delivered within 48 Hrs.
How Do I Conserve Water To Avoid Wastage Or High Bills?
As the saying goes, “Water is life.” Do not leave the taps dripping or running. Fix leaks immediately and replace a leaking tap/meter. Re-use water instead of pouring it down the drain. Install a simple rain water harvesting system to harvest water during the rainy season.
How Do I Obtain Or Pass Any Information To ELDOWAS Relating To The Services?
ELDOWAS has installed a 24/7 customer care line 0724255538 to enable our customers reach us. However, one can also pay us a visit at our customer care centres or write or email us at info@eldowas.or.ke
How Do I Report Contaminated Water?
Customers are encouraged to immediately call our customer service centre on 072455538 or report to any of our ELDOWAS customer Service Centres near you. Our technical team will attend to the issue within 24 hrs. One can also deliver a water sample to our Quality Assurance section located at the head office for testing
How Does The Company Fight Corruption Among Its Employees?
The company has put in place an Integrity and Anti-corruption unit to spearhead awareness, prevention, and detection of corruption activities among its staff. To fight corruption, customers are encouraged to report to the Managing Director any employee demanding for a bribe on 053-2061915.
How Do I Contact Eldoret Water & Sanitation Company Ltd?
Physical Address: Kampi Somali Rd, off Oloo Street
Box: 8418-30100 ELDORET,Kenya
Phone: 053-2061915, 2063403, Fax: 053-2063556
Mobile: +254 735982225, +254 072455538
Website: www.eldowas.or.ke
Email:info@eldowas.or.ke
Twitter: @eldowasco
Facebook: Eldowas Page
Or contact
Our Customer Care Offices located at;
Eastern Office – Opposite Waiganjo street Next to Robu Cleaning Offices
Western Office – SGA building Opposite Muchai Estate
Southern Office – opposite Hill School
Kesses Office – Kesses
