Who exactly does "The City That Works For You" apply to?

I am trying to figure out who the slogan "The City That Works For You" is directed to. We logged a call on the 11th August for our 70 something year old neighbour,who has no water because of a damaged meter. A month later,the meter is still damaged, and we are still calling the City to get when they are coming. All to find out they have closed the service request that was logged. Who does this city work for exactly? Was the call not a priority maybe, because the address is in Khayelitsha?