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.

DESCRIPTION OF SERVICE
REQUIREMENTS
CHARGE SURVEY FEE OF KSH. 2,500
TIMELINE
NEW WATER CONNECTION
-Filled up application form -Copies of 1. ID /Passport 2. Pin Certificate
-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
14 days
WATER LEAK REPAIRS
Report
Free
48hrs
METER READING
Access/cooperation
Free
30 days
METER TESTING
Access/cooperation
Ksh. 100
7 days
BILLING ENQUIRIES
Visit or call customer care desk
Free
Instant
FINAL BILLING
Application for De-enrolment
Payment of total bill up to final reading
14 days
PAYMENT OF BILLS
Water or account number Visit to our pay points
Free
15 minutes
RE-CONNECTION ON DISCONNECTION FOR NONPAYMENT
Cooperation
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.
24 hrs
SEWER CONNECTION
1. Application form 2.Copy of either: ­a) ID b) Passport c) Pin number d) Approval of construction by city council
Ksh. 2,500
14 days
SEWER BURST REPAIRS
Report
Free
48 hrs
WATER QUALITY COMPLAINTS
Call customer care desk to give details
Free
24 hrs

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