Below we provide all the details you wish to know about Nairobi Water and Sewerage Company. They include Paybill Number, Customer Care contacts, how to apply for water connections and many more.
List of Nairobi Water Regional Offices and contacts
Central Region
Regional Personnel in Charge
- Regional Manager (254)0726848935
- Customer Care Hotline (254)717356578
- Email: infocentral@nairobiwater.co.ke
Region zones
- Zone 1 – Upperhill, CBD, Ngara
- Zone 2 – South C and surrounding estates – Madaraka Akila 1,2 , entire Mugoya Estate
- Zone 3 – Industrial Area (Enterprie rd upto Likoni Rd), Nairobi west, Balozi, plainsview, South B, Diamond Park
The Regional Offices are located at Enterprise Plaza 3rd floor, Addis Ababa Rd Off Enterprise Rd
Eastern Region
Regional Personnel in Charge
- Regional Manager (+254)726848953
- Customer Care Hotline (+254)725120022
- Email: infoeastern@nairobiwater.co.ke
Region zones
- Zone 1:Kayole
- Zone 2:Komarock
- Zone 3:Umoja
- Zone 4:Industrial area
- Zone 5:Embakasi
- Zone 6:Donholm
The Regional Offices are located in Kayole, along Spine Rd
Northern Region
Regional Personnel in Charge
- Regional Manager (+254)726848919
- Customer Care Hotline (+254)712453283
- Email: infonorthern@nairobiwater.co.ke
Regionals Zones
- Zone 1: Safari Park Est, Thome, Marurui, Garden Estate, Utalii Village, Ridgeways, Njathaini, Thindigua-Kugeria, Kasarani, Old Muthaiga, Muthaiga North, Balozi Estate, Runda, Gigiri, City Park, Forest Road, Pangani, Roysambu
- Zone 2: Huruma, Mathare, Ngumba, Drive In, Mathare North
- Zone 3: Zimmerman, Githurai 44, Kamae, Congo, Kahawa west NCC, Kiamumbi, Jua Kali, Maziwa, Qurray, Kiwanja
- Zone 4: Githurai, Kahawa Wendani, Kahawa Sukari, Githurai Progressive
- Zone 5: Ngomongo, Sports view, Sports Drive, Roysambu/Kasarani police, Clay City, Seasons, Santon, Hanters, Keroka, Chieko, Maji mazuri, Mwiki Phase3, Mwiki, Mariru park, Budalangi, Mwirigo, Infinity.
The Regional Offices are located off Murang’a Road, in Pangani at Showbe Plaza
North Eastern Region
Regional Personnel in Charge
- Regional Manager (+254)726848955
- Customer Care Hotline (+254)700385023 Eastleigh
- Customer Care Hotline (+254)740049498 Kariobangi
- Email: infonortheastern@nairobiwater.co.ke
Region zones
- Zone 1:Kangundo road
- Zone 2:Babadogo/Dandora
- Zone 3:Jogoo Road
- Zone 4:Buruburu
- Zone 5:Eastleigh
The Regional Offices are located off Juja Rd Eastleigh section 3
Southern Region
Regional Personnel in Charge
- Regional Manager (+254)0726848915
- Email: infosouthern@nairobiwater.co.ke
Region zones
- Zone 1:Kilimani, Kileleshwa , Lavington,Hurlingham , Riverside,Ngong road
- Zone 2:Kibera , Highrise, Ngumo, Woodley,Jamhuri, Golfcourse,Magiwa,Highview.
- Zone 3:Karen ,Lang’ata
The offices are located off Joseph Kang’ethe Rd, Kinoo Rd in Woodley Estate
Western Region
Regional Personnel in Charge
- Regional Manager (+254)0726848972
- Customer Care Hotline (+254)704 493 094
- Email: infowestern@nairobiwater.co.ke
Region zones
- Zone 1:Parklands/Westlands
- Zone 2:Spring Valley/Kangemi/Rhapta Rd/Gigiri/Kyuna/Loresho/Ruaka/Uthiru
- Zone 3:Lavington/Kawangware/Dagoretti/Kinoo
The offices are located in off Waiyaki Way, along Chiromo lane
Informal Settlements
Location: 2nd floor, National Water Plaza Dunga Rd Industrial Area
Hotline 1 – (254)705134621
Hotline 2 – (254)769305576
Email: info@nairobiwater.co.ke
Zone 1
Maendeleo Community School, Mukuru Kwa Reuben Chiefs Camp, Gatoto Primary School, Our Lady Of Nazareth Mukuru Kwa Njenga., St Elizabeth, Lungalunga Health Centre, Viwandani Chiefs Camp, Mukuru Kwa Reuben Police Post, Kwa Njenga Alhuda Mosque, Star of Hope, Mukuru Nyayo, Mukuru Kaiyaba Primary School, Kaloleni Primary School
Zone 2
Korogocho Chiefs Camp, Mathare DCC Office, Kosovo Chiefs Camp, Mathare North Chiefs Camp, Kiboro Primary School, Kahawa Soweto Health Centre, Matopeni Police Post, Matopeni Chiefs Chiefs Camp, Kitui Village, Mji Wa Huruma
Zone 3
Kibera Lainisaba Chiefs Camp, Kibera Silanga Community Grounds, Raila Educational Centre, Kibera DCC, Ng’ando New Estate, Southlands, Dagoretti Muslim Primary School, Riruta Mosque Madarasa, Kibera Law Courts, Silanga Pcea, Gitiba Primary School Dagoreti, Kiandaa 42 Kibra, Kibera Soweto Chiefs Camp, Bangladesh
Nairobi Water and Sewerage Company Customer Care Contacts and working hours
- +254703080598
- +254703080000
- Hotline : +254724253582
- Ethics and Integrity Hotline: +254700332355
- info@nairobiwater.co.ke
- legal.info@nairobiwater.co.ke
- Kampala Rd, Off Enterprise Road Nairobi Kenya
- Mon.-Fri : 8.00 a.m. – 5.00 p.m.
- Call Center
Working hours:
Daily : 7.30 a.m. – 9.30 p.m.
- +254702206418
- +254702206328
- +254702206459
- +254702205964
Nairobi Water and Sewerage Company Mpesa Paybill Number and how to pay your bill
Nairobi Water and Sewerage Company Mpesa Paybill Number is 444400
To pay for your bill, follow these steps:
- Go to the M-PESA Menu
- Select ‘Pay Bill’
- Enter the Business Number: 444400
- Enter your bill Account Number
- Enter the amount you wish to pay
- Key in your M-PESA PIN
- Confirm that your entries are correct then press OK
How to pay for the water bill for Nairobi Water and Sewerage Company via Airtel Money
- Select Airtel Money on your menu
- Select Make Payments
- Select Paybill
- Select Nairobi Water
- Enter the amount you want to pay in KES
- Enter your PIN
- Under reference, enter your Nairobi Water Account number
Banks you will pay the bills through
- Citi
- NCBA
- ABSA
- Diamond Trust Bank(DTB)
- Sidian Bank
- Cooperative Bank
- Family Bank
- I&M Bank
- KCB Bank
- Stanbic Bank
- HFC
- GTCO
How to apply for Nairobi Water and Sewerage Company connection
A customer fills in an online application through the company’s portal. You will be asked to upload several documents: copies of an ID / Passport, Pin certificate/Certificate of Incorporation, Copy of Lease Agreement /Tenancy Agreement/ Title Deed/Rates Demand Note from Nairobi City County. Visit the company’s website and get instructions on how to apply for the water connection.
Other documents required:
- Clear the existing bills in the LR/Property or bills on any other existing contracts with NCWSC. Please note your application will not be processed while there are pending bills on any NCWSC accounts on the property or owned by the applicant.
- Attach Property location sketch map (draw on space provided).
- Attach one passport size photograph.
- Attach copy of ID card and KRA PIN for the landlord (in case of tenant application).
- Once you have completed the form, download, Sign Make payment on *888# & upload it back on the portal.
- You will be assigned a reference number once you complete the application. The application is received for processing and opening the account.
How long it takes to get water connection
It takes 14 days for a new consumer to be connected. You can also track your application on the portal. For any queries on this process, call the company on 0700 384 983/980.
How to pay for your bill
Dial *888# and select option 3 – Pay bill
How to unsubscribe from paying bills
Dial *888# Select 98 – (more) – Select Option 7 (Edit Account) – Select Option 3 – Unsubscribe
I paid my water bill last month through (Bank/Mpesa/ Airtel money etc.) but my latest bill shows this amount was not updated;
Email the company on nwcreceipts@nairobiwater.co.ke and attach proof of payment or you can visit CBD office, Cameo Building located along Kenyatta Avenue with a copy of the payment receipt, Agency statement (mobile money/bank statement). Call Tel. No 0700384983 or 0700 384980 for further queries.
What to do in case you paid your bill to a wrong account number
Email the company on nwcreceipts@nairobiwater.co.ke and attach proof of payment or you can visit our CBD office, Cameo Building located along Kenyatta Avenue with a copy of the payment receipt, Agency statement (mobile money/bank statement). Call us on Tel. No 0700384983 or 0700 384980 for further queries.
What is required to replace your meter
Report the stolen meter at the nearest Police station and obtain an Abstract. Present this abstract to the Regional Office serving your area. You will be required to pay a fee of Kes. 5,600 for a new meter. A new meter will be installed within 7 days.
Nairobi Water Tariffs and charges
| Type of customer | Approved tariff per m3 (Ksh) |
| Domestic/Residential | |
| Consumption Block | |
| 1-6 | 45 |
| 7-20 | 67 |
| 21-50 | 70 |
| 51-100 | 76 |
| 101-300 | 78 |
| >300 | 80 |
| Commercial / Industrial | |
| Consumption Block | |
| 1-50 | 67 |
| 51-100 | 76 |
| 101-300 | 78 |
| >300 | 80 |
| Government Institutions | |
| Consumption Block | |
| 1-50 | 67 |
| 51-100 | 76 |
| 101-300 | 78 |
| >300 | 80 |
| Schools, Universities and Colleges | |
| Consumption Block | |
| 1-600 | 50 |
| 601-1200 | 55 |
| >1200 | 60 |
| Multi dwelling Units (MDU)/ Gated Communities (per m3) | 67 |
| Bulk Water Supply to other Public Utilities (per m3) | 32 |
| Water Kiosk (per m3) | 22 |
1.2 Sewerage Tariff Structure for the period 2022/2023 to 2024/2025.
(a) Consumers with a Water Connection.
| Customer Category | Approved Tariff | |
| Domestic/Residential | Consumption Block in m3 (75% of water consumed) | Tariff |
| 1-6 | 43 | |
| 7-20 | 56 | |
| 21-50 | 63 | |
| 51-100 | 65 | |
| 101-300 | 68 | |
| >300 | 72 | |
| Commercial/Industrial/Government | ||
| 1-50 | 56 | |
| 51-100 | 65 | |
| 101-300 | 68 | |
| >300 | 72 | |
| Schools, Universities and Colleges | ||
| 1-600 | 43 | |
| 601-1200 | 45 | |
| >1200 | 50 | |
| Multi dwelling Units (MDU)/Gated Communities | (per m3) | 56 |
| Bulk Sewerage customers (From Public WSPs) | (per m3) | 30 |
(b) Consumers without a Water Connection.
Sewerage consumers without a water connection shall be charged as follows:
- Domestic customers without a metered source of water (Per Single dwelling unit): KSh. 350 per month.
- All other categories: 75% of the volume of water consumed as per the metered source of water including boreholes, at the tariff below:
| Consumption Block (m3) | Recommended Tariff (KSh/m3) |
| 1-6 m3 | 43 |
| 7-20 m3 | 56 |
| 21-50 m3 | 63 |
| 51-100 m3 | 65 |
| 101-300 m3 | 68 |
| >300 m3 | 72 |
Note: All disconnected accounts (water only, sewer only and water + sewer shall be charged based on the average of the last three months’ charges before the disconnection.
1.3 Indexation of the Approved Tariff The utility’s approved tariffs for water and sewerage shall be eligible for annual indexation, as per the regulations of the Water Services Regulatory Board (WASREB). The inflation adjustment shall come into effect every July of the tariff period commencing July 2024.
1.4 Miscellaneous Charges
These shall be as follows:
*Customers with only sewer connection to be charged a deposit equivalent to water connection
| Item/ Service | Charge (KSh.) |
| Water Deposit | |
| Category of Consumer | |
| Domestic | 2,500 |
| Multi Dwelling Units (MDU – Small); 4-10 units | 5,000 |
| Multi Dwelling Units (MDU – Medium); 11-20 units | 10,000 |
| Multi Dwelling Units (MDU – Large); > 21 units | 20,000 |
| Retail shops less than 10 m3 | 3,000 |
| Retail shops more than 10 m3 | 3,500 |
| Bar, restaurants less than 15 m3 | 4,000 |
| Bar, restaurants more than 15 m3 | 6,000 |
| Hotel less than 150 m3 | 12,000 |
| Hotel more than 150 m3 | 15,000 |
| Hospitals more than 150 m3 | 20,000 |
| Health centres less than 150 m3 | 12,000 |
| Schools less than 200 m3 | 10,000 |
| Schools and other institutions more than 200 m3 | 20,000 |
| Minor construction sites more than 200 m3 | 15,000 |
| Major construction sites more than 300 m3 | 50,000 |
| Light industries less than 200 m3 | 30,000 |
| Medium industrial between 200 m3 and 300 m3 | 50,000 |
| Heavy industries more than 300 m3 | 100,000 |
| Water Kiosks | 5,000 |
| *Customers with only sewer connection to be charged a deposit equivalent to water connection | |
| Other Charges | |
| Service | |
| New water connection fee | 2,500 |
| Water Reconnection fee — at meter point | 1,000 |
| Water Reconnection fee — at mains | 5,000 and double deposit |
| Tanker – 5000, 16,000 litres | 2,500, 5,000 respectively per tanker within WSP area for all consumers |
| Sale of water Per m3 at bowling point (own tanker) | 67 |
| Replacement of stolen or damaged meters | 100% of the market cost of the meter |
| Meter testing on request | 500 |
| Leak detection services – non-customers | 3,700 for Non-Customers and Free for Customers |
| Sewer Connection- Residential/ domestic | 2,500 |
| Sewer Connection- Commercial, Government, schools, Universities and Colleges | 5,000 |
| Sewer Connection- Industrial | 15,000 |
| Private sewer unblocking | 5,000 for private and zero for public |
| Sewer Reconnection fee (at mains) | 15,000 |
| For cutting off the supply at the request of the consumer | 200 |
| For turning on the supply otherwise than in respect of a first connection | 200 |
| Exhauster Services (Company Exhauster) | 6,000 for other customers and 4,000 for informal settlements (within NCWSC service area) |
| Private Exhausters (Dumping into the company’s sewer system) | 5,000 per Truck per month |
| Hiring of flushing unit services by private entities including other WSPs | 15,000 per hour |
| Sales of sludge | 300 per ton |
| Dishonored Cheque | 3,000 per Dishonored payment |
| Polluter pay principle fees | As per WASREB’s Sanitation Levy and Trade Effluent Guideline |
| Penalties | |
| Illegal water connection, -Commercial, Industry, Construction (Fraud) | 100,000 plus estimated consumption during the period of the illegality |
| Illegal water connection, (Fraud) – Domestic | 30,000 plus estimated consumption during the period of the illegality |
| Overcharging (fraud) at water kiosk | 15,000 |
| Illegal sewer connection- Commercial, Industry, Construction | 100,000 |
| Illegal sewer connection- Domestic, Governments Schools, Universities & Colleges | 30,000 |
| Self-reconnection after cut off for non-payment | 5,000 and billing to be backdated from date of cut off |
| Surcharge for tampering with meters (this to include meter removal, reversing of meter etc) | 5,000 |
| Surcharge for direct suction of water from the supply line using a pump | 10,000 |
