Improving access to water, and improving sanitation and hygiene in Johannesburg has made life safer and easier, especially for those in vulnerable communities.
Despite a population growth of 37% over the past decade, 98% of Johannesburg households now have access to piped water reducing the sanitation backlog by 5%, and recently.
To ensure an uninterrupted service for our stakeholders, Johannesburg Water has signed a service level agreement with the City of Johannesburg. The service turnaround standard times are as follows:
| Service Levels and Standards Turnaround Time | |
| Unplanned water supply interruptions | 12 hours |
| Planned water supply interruptions | 12 hours |
| Sewer vacuum tanks emptied | 24 hours |
| Average time
taken to repair fire hydrant |
24 hours |
| Average time taken to replace stolen meter |
24 hours |
| Average time
taken to repair defective water meters |
03 days |
| Average time
taken to attend to minor leaking valves |
48 hours |
| Average time take to replace missing manhole covers | 24 hours |
| Average time
taken to attend to bursts water pipe mains |
48 hours |
| Average time
taken to attend to leaking valves on main line |
96 hours |
| Average time taken to attend to sewer spills and blockages | 24 hours |
| New sewer connections | Within 15 days of CoJ advising of instruction |
| New meter installations | Within 15 days of CoJ advising of instruction |
| Quality of Drinking-water | |
| The water supplied by JW complies with the SANS 241 drinking water standard and all reported water quality problems are treated as a priority by JW.
If a customer complains about health aspects regarding the quality of their water supply, the laboratory will respond within 8 hours of becoming aware of the complaint. When required, an alternative supply of water for drinking will be provided. If sampling is necessary, the customer will be informed of the outcome within 10 working days, however, this is depending on the nature of the tests being carried out. |
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| Communication Channels used by Johannesburg Water | |
| Social Media (Twitter & Facebook) and Website Service disruption notices are posted 7 days before and reminders are posted a day before the interruption For emergencies interruptions, we mainly use Bulk SMS, Twitter, Facebook, Press Releases |
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