UNIVERSITY OF NAIROBI
DIRECTORATE OF FACILITY MANAGEMENT
CUSTOMER SERVICE DELIVERY CHARTER
CORE
MANDATE SERVICE REQUIREMENT COST TIMELINES
RESOURCES MANAGEMENT
Allocation of University houses
Applicant must be a
university staff
Applicant must apply for the house
NIL
A day after release of minutes of the Housing Allocation Committee
Checking out tenants
One month notice to vacate
Clearance of latest utility bills & closure of utility accounts with the service provider & Rent clearance
NIL
One month after receiving notice to vacate
Processing of utility bills
Timely forwarding of utility bills
NIL
Within one week of receiving
Servicing of Equipment
Executed maintenance contract
As per the contracts
As per the contracts
Payment of rates for university land
Invoices from relevant local authorities
As per the invoices
31st March for every Financial year
Payment of ground rent for university land
Invoices from the Ministry of Lands
As per the invoices
30 June for every financial year
Rent collection
Quarterly payments in advance
Rent payable as per the lease agreement
Quarterly in advance
Lease Administration
Signed letter of offer by the university management and the landlord
Rent deposit
Lease term
Valuation of assets
Written instructions from the user
Cost of travel
Within 3 weeks of receiving
Maintenance of facilities
Fill M1 form
Receipt of materials
Nil
Within 7 days of receiving materials
Preparation and forwarding of estimates request
Written request
Nil
Within 7 days of receiving the request
Motor vehicle repair/servicing
Written request from the user
Availability of funds and spares
As per the estimates
4 weeks of receiving request
Process transport requests
Written request from the user
Approval from COO
Nil
5 days prior to date of travel
Issuance of travel permits
Approval from COO
Nil
1 day after receiving of approval
Motor vehicle accidents
Report from the Driver
Provision of relevant documents
A report to Capital Section
NIL
Within 24 hours
Motor vehicle Inspection and preparation of specifications
Written request from the user
Nil
1 day after approval
Complaints, compliments and suggestions should be forwarded to:
Office of the Director,
Directorate of Facilities Management
University of Nairobi, Main Campus, Estates Block
Harry Thuku Road, P. O. Box 30197 – 00100, Nairobi, Kenya Tel: +254 772 262488
Fax: +254-020-245566, Mobile: +254 732 020207
Toll free line: 0800 221343
E-mail: vc@uonbi.ac.ke
Website: www.uonbi.ac.ke
Complaints may also be lodged with the Commission of Administrative Justice, Office of the Ombudsman, as follows:
The Commission Secretary/ Chief Executive Officer, Commission on Administrative Justice,
West End Towers, 2nd Floor, Waiyaki Way, Westlands
P. O. Box 20414-00200
Tel:+254 020 2270000 Nairobi
Toll free line: 0800 221349 SMS: 15700
E-mail: complain@ombudsman.go.ke
Website: www.ombudsman.go.ke
A world-class University committed to scholarly excellence
