As part of its customer care initiatives, this week Lilongwe Water Board (LWB) opened its doors to its valued customers, inviting them on an insightful journey through the inner workings of water and sewerage services. The occasion marked the beginning of a series of customer engagement tours, aiming to bridge the gap between the board and the community it serves.

The focal points of these tours were the Kauma Wastewater Treatment Plant and the Water Treatment Plants in Area 3. Customers, eager to demystify the processes that bring clean water to their homes and manage wastewater responsibly, gathered to participate in this unique experience.

The customers, guided by Team LWB, explored the intricacies of water treatment, gaining a firsthand understanding of the steps involved in ensuring the water that flows from their taps is of the highest quality. At the Kauma Wastewater Treatment Plant, they witnessed the careful handling of wastewater, an essential aspect of maintaining a clean and sustainable environment.

In addition to the tours, LWB facilitated engaging talks between customers and the board, providing a platform for questions and discussions. The customers seized this opportunity to seek clarification on matters related to water quality, billing, sewer services, and the overall operations of LWB.

Silli Mbewe, LWB CEO, addressing the group after the tours on both days, expressed gratitude to the customers for taking the time to participate in the event. “This is just the beginning,” he proclaimed, emphasizing the board’s commitment to organizing similar tours in the future. “We want to bring more customers on board, demystify our processes, and build a stronger, more informed community,” he added. He further acknowledged the importance of these tours in fostering transparency and understanding between the board and its customers.

During his address, Mbewe also appealed to the customers to join hands with the board in safeguarding water supply infrastructure against vandalism, recognizing that such acts could disrupt the essential services provided by LWB.

The customers, represented by community leaders and spokespersons, reciprocated the gratitude. They commended LWB for the initiative, stating that the tours provided valuable insights into the daily operations of the board. They expressed their intention to use this newfound knowledge to better support and appreciate the efforts of LWB.

In their feedback, customer representatives requested the board to consider conducting more of these tours regularly. They believe that a continued series of such initiatives would empower more customers with knowledge about the board’s operations, enabling them to offer constructive feedback and support.

As the two-day event concluded, a sense of unity and collaboration lingered in the air. The Lilongwe Water Board’s commitment to customer focus was evident, and the customers left with not only a better understanding of the board’s operations but also a renewed sense of partnership in ensuring a sustainable and reliable water supply for the community.

The customer engagement tours were not just a one-time event but a stepping stone towards a future where the Lilongwe Water Board and its customers can work hand in hand to overcome challenges, celebrate successes, and build a stronger, more resilient community.