Githunguri Water and Sanitation Company has launched a month-long Consumer Clinics program, in a bold initiative designed to restore consumer confidence, enhance service delivery, and deepen engagement with residents.
The forums, which kicked off Tuesday, will run across September and part of October, offering customers an open platform to share feedback, raise service concerns, and learn about the company’s ongoing turnaround strategy.
The programme will culminate in early October with the celebration of Customer Service Week, during which the utility is expected to unveil a set of reforms aimed at reshaping how it delivers services.
At the launch ceremony, Managing Director, Dr. Francis Kahuha, acknowledged past shortcomings but expressed optimism about the company’s new direction.
“We recognize the challenges of the past, but today marks a turning point,” he said. “Every drop count, every voice matters. These Consumer Clinics are our pledge to listen, to act, and to deliver sustainable, reliable services for every household in Githunguri.”
The company is urging residents to take part in the forums, either by attending ward-level meetings, using its official social media platforms, or calling a newly launched 24-hour toll-free customer service line. Management says the outreach is aimed at boosting accountability, improving transparency, and making sure consumer feedback shapes both policy and day-to-day operations.
The initiative comes at a time when access to safe and reliable water remains a pressing issue for many households. Like other water service providers across the country, Githunguri Water and Sanitation Company has faced mounting pressure to address supply disruptions, billing concerns, and infrastructural challenges. With a fresh leadership team at the helm, the utility says it is prioritizing reforms that will make its operations more customer-centered and efficient.
Beyond feedback collection, the clinics are expected to serve an educational role, allowing consumers to better understand water conservation practices, billing systems, and ongoing investment in infrastructure.
The company has framed this as a joint responsibility, where both provider and consumer play an active part in sustaining reliable water services.
For many residents, the upcoming weeks will provide the first real test of whether the company can live up to its promises. By combining grassroots engagement with policy reforms, Githunguri Water and Sanitation Company hopes to rebuild trust, one consumer conversation at a time.
A local farmer, Mary Wanjiku, who attended the launch, said her family has endured weeks without consistent water supply. “We’ve heard promises before. If this time they truly listen, it will make a big difference for people like us who depend on water not just at home but for our farms,” she said.
By Grace Naishoo
