Customer Service
Efficient and reliable customer service.
Call Centre Now Open
Nairobi Water Company wishes to inform our estimated customers that we now have a Call centre located at the Headquarter office Kampala Road, Industral Area. This is aimed at further enhancing communication with our consumers with a view to improve service delivery. 
You can now seek or query the following services & products by calling 3988598 or 5013598
- Bills enquiries.
- Customer account Information.
- Water rationing Schedules and supply disruptions.
- Reporting of supply fails leaks and bursts, sewer blockages and illegal connections.
- Water Quality queries.
- Company Services e.g. Meter connection, pay points, Water tanker deliveries, exhauster services.
- Use of our products e.g. Maji SMS, M-PESA bill payment service.
The public is requested to report any leaks or bursts through the following Toll Free Numbers:
0800 720 018 from Safaricom lines
0800 733 1111 or 0800 733 1112 from Zain lines
0800 221 2300 from Telkom lines
Customer Service Charter Summary.
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DESCRIPTION OF SERVICE
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REQUIREMENTS
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CHARGE SURVEY FEE OF KSH. 2,500
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TIMELINE
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NEW WATER CONNECTION
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-Filled up application form -Copies of 1. ID /Passport 2. Pin Certificate
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-Survey fee of Ksh. 2,500 -Meter security deposit in Ksh; 1.Domestic - 2,500 2.Kiosk -5,000 3.Industry -50,000 4.Construction - • Domestic -15,000 • Commercial - 50,000
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14 days
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WATER LEAK REPAIRS
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Report
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Free
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48hrs
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METER READING
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Access/cooperation
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Free
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30 days
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METER TESTING
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Access/cooperation
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Ksh. 100
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7 days
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BILLING ENQUIRIES
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Visit or call customer care desk
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Free
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Instant
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FINAL BILLING
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Application for De-enrolment
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Payment of total bill up to final reading
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14 days
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PAYMENT OF BILLS
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Water or account number Visit to our pay points
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Free
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15 minutes
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RE-CONNECTION ON DISCONNECTION FOR NONPAYMENT
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Cooperation
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1.Normal disconnection -Ksh. 500 and double deposit up to 2.5 times of customer monthly bill. 2.Disconnection from mains - Ksh. 5,000 and double deposit whichever is higher.
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24 hrs
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SEWER CONNECTION
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1. Application form 2.Copy of either: a) ID b) Passport c) Pin number d) Approval of construction by city council
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Ksh. 2,500
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14 days
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SEWER BURST REPAIRS
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Report
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Free
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48 hrs
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WATER QUALITY COMPLAINTS
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Call customer care desk to give details
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Free
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24 hrs
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