Nairobi residents and institutions are set to face widespread disconnections from October 15 after the Nairobi City Water and Sewerage Company (NCWSC) announced a crackdown over unpaid bills.
In a notice on Tuesday, October 7, the utility company warned that the crackdown would target all institutions, including those belonging to the government, as it seeks to recover overdue arrears and protect the long-term sustainability of water service provision in the city.
According to the company, a considerable number of accounts across the city remained in default despite repeated notices and engagement efforts aimed at encouraging payments.
"The Company wishes to inform the general public that a water disconnection exercise will commence on 15th October 2025 as a decisive enforcement measure to recover overdue arrears from all defaulting consumers," a statement from NSWSC read.
Since diplomatic channels have been deemed exhausted, the company has resorted to taking more aggressive action, marking a shift in the NCWSC's revenue collection strategy.
"The exercise will cut across all categories of consumers, including Ministries, Departments and Agencies (MDAs), County Governments, Water Service Providers and both Commercial entities and domestic consumers, in a bid to secure revenue recovery and safeguard the sustainability of both bulk and retail water service provision," the statement went on.
NCWSC is the licensed water service provider in Nairobi County, with one of its key mandates being supplying clean water, managing sewage systems, billing and revenue collection.
To avoid service disruptions through disconnections, the company called on consumers to settle any outstanding bills.
Notably, the NCWSC reiterated that it would not accept partial payments, reiterating that "Reconnections will only be processed upon full settlement of outstanding balances."
Members of the public have been urged to use several official payment channels to clear their debts, including the M-Pesa Pay Bill number 444400 or the NCWSC customer portal. Alternatively, customers can also use partner banks or designated pay points across the city to make payments.
Demand for water in the city continues to rise due to rapid population growth and urban expansion, with NCWSC under pressure to increase supply and upgrade systems. In July, Nairobi governor Johnson Sakaja was at pains to explain mitigation measures before the Senate County Public Investment and Special Funds Committee, as he highlighted one key challenge in billing customers was the inability to access some homes.
“In some estates, our teams are denied access to meters. This is interfering with accurate billing and planning,” Sakaja lamented as he announced plans to introduce penalties on unscrupulous customers.
To further address the issue long-term, the governor also revealed that his government was exploring smart water meters which offer better accuracy and remote reading capabilities.
