By Babatope Babalobi with reports from Tonia Mbaka
Water consumers in Lagos have expressed dissatisfaction on the services provided by the Lagos Water Corporation (LWC)-www.lagoswater.org
A survey recently conducted by the Nigeria Network of NGOs, a non governmental organisation, reveals that 40% of customers rated the performance of the Lagos Water Corporation as ‘poor’; while 83% of customers are not happy with the LWC’s customer service, saying the utility do not handle and respond to complaints and requests from customers.
The findings of the survey which was conducted with the support of the World Bank financed National Urban Water Sector Reform Programme, were presented to customers of the LWC at the 2011 Annual Customer/Stakeholders workshop in Lagos, this Tuesday
Speaking at the event, an official of the NNNGO, Mr Ayo Adebusoye, said the survey covered Apapa, Amuwo, Odofin, Surulere, Yaba, Ebute Metta Sub-service areas, in Lagos state.
The Lagos Water Corporation is the largest water utility in West Africa with an installed water supply capacity of 160 million gallons per day. However, ageing supply line, inadequate electricity supply, inadequate funding and several other factors hamper its operations, enabling it to operate at only 48% of its capacity o meeting 36% of water demand of the estimatedc17 million residents of Lagos, Nigeria’s commercial centre.
Other highlights of the survey which captured the ten most important customer concerns of a representative sample of 250 households include the following:
- 81% of all the respondents mention taste, colour, contaminants, odour and sediments as the major complains observed by them on water supplied by the (LWC)
- 73% complained that the LWC ‘never notifies customers of impending service disruptions’.
- 50% respondents disclose they receive water supply daily from the LWC; with 30% of the respondents receiving 19-24 hours of supply daily.
- 60% of the respondents are willing to pay more if the quality of LWC water improves.
- 50% of the respondents treat water supplied by the LWC before drinking.
- 65% of all respondents rated LWC procedure of applying for new connections and metering as difficult.
- 35% of the respondents say they are willing to pay N40 (about 25 cents) per 200 litres of LWC water, while 29% are willing to pay above N40 (25 cents).