Nairobi Water and Sewerage Company contacts, paybill number, how to apply for water connection, working hours

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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:

  1. Go to the M-PESA Menu
  2. Select ‘Pay Bill’
  3. Enter the Business Number: 444400
  4. Enter your bill Account Number
  5. Enter the amount you wish to pay
  6. Key in your M-PESA PIN
  7. 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

  1. Select Airtel Money on your menu
  1. Select Make Payments
  2. Select Paybill
  3. Select Nairobi Water
  4. Enter the amount you want to pay in KES 
  5. Enter your PIN
  6. 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 customerApproved tariff per m3 (Ksh)
Domestic/Residential
Consumption Block
1-645
7-2067
21-5070
51-10076
101-30078
>30080
Commercial / Industrial
Consumption Block
1-5067
51-10076
101-30078
>30080
Government Institutions
Consumption Block
1-5067
51-10076
101-30078
>30080
Schools, Universities and Colleges
Consumption Block
1-60050
601-120055
>120060
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 CategoryApproved Tariff
Domestic/ResidentialConsumption Block in m3 (75% of water consumed)Tariff
1-643
7-2056
21-5063
51-10065
101-30068
>30072
Commercial/Industrial/Government
1-5056
51-10065
101-30068
>30072
Schools, Universities and Colleges
1-60043
601-120045
>120050
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 m343
7-20 m356
21-50 m363
51-100 m365
101-300 m368
>300 m372


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/ ServiceCharge (KSh.)
Water Deposit
Category of Consumer
Domestic2,500
Multi Dwelling Units (MDU – Small); 4-10 units5,000
Multi Dwelling Units (MDU – Medium); 11-20 units10,000
Multi Dwelling Units (MDU – Large); > 21 units20,000
Retail shops less than 10 m33,000
Retail shops more than 10 m33,500
Bar, restaurants less than 15 m34,000
Bar, restaurants more than 15 m36,000
Hotel less than 150 m312,000
Hotel more than 150 m315,000
Hospitals more than 150 m320,000
Health centres less than 150 m312,000
Schools less than 200 m310,000
Schools and other institutions more than 200 m320,000
Minor construction sites more than 200 m315,000
Major construction sites more than 300 m350,000
Light industries less than 200 m330,000
Medium industrial between 200 m3 and 300 m350,000
Heavy industries more than 300 m3100,000
Water Kiosks5,000
*Customers with only sewer connection to be charged a deposit equivalent to water connection
Other Charges
Service
New water connection fee2,500
Water Reconnection fee — at meter point1,000
Water Reconnection fee — at mains5,000 and double deposit
Tanker – 5000, 16,000 litres2,500, 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 meters100% of the market cost of the meter
Meter testing on request500
Leak detection services – non-customers3,700 for Non-Customers and Free for Customers
Sewer Connection- Residential/ domestic2,500
Sewer Connection- Commercial, Government, schools, Universities and Colleges5,000
Sewer Connection- Industrial15,000
Private sewer unblocking5,000 for private and zero for public
Sewer Reconnection fee (at mains)15,000
For cutting off the supply at the request of the consumer200
For turning on the supply otherwise than in respect of a first connection200
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 WSPs15,000 per hour
Sales of sludge300 per ton
Dishonored Cheque3,000 per Dishonored payment
Polluter pay principle feesAs 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) – Domestic30,000 plus estimated consumption during the period of the illegality
Overcharging (fraud) at water kiosk15,000
Illegal sewer connection- Commercial, Industry, Construction100,000
Illegal sewer connection- Domestic, Governments Schools, Universities & Colleges30,000
Self-reconnection after cut off for non-payment5,000 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 pump10,000

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