The Nairobi City Water and Sewerage Company Limited (NCWSC) has intensified revenue recovery efforts through a water disconnection exercise targeting customers with longstanding unpaid bills, in a bid to enhance sustainable service delivery across Nairobi City County.
The exercise, scheduled to commence on February 11, 2026, will target all categories of consumers, including domestic households, commercial entities, Ministries, Departments and Agencies (MDAs), water service providers, and other institutions.
NCWSC says the move is aimed at safeguarding the financial stability and long-term sustainability of water and sewerage services in the city, amid rising operational costs and challenges related to non-revenue water.
Despite repeated reminders, public notices, and sustained engagement with customers, the company reports that a significant number of accounts remained in default, resulting in major revenue shortfalls.
According to the Acting Managing Director of NCWSC Martin Nang’ole, the accumulated arrears have severely constrained the utility’s ability to maintain and upgrade infrastructure, repair leaks, expand distribution networks, and guarantee a reliable water supply to residents.
“The failure by some consumers to settle their bills has a direct impact on our capacity to deliver quality services, especially at a time when operational costs continue to rise,” Nang’ole said in a press statement.
He emphasised that the disconnection exercise would be applied uniformly, with no exemptions for any category of consumer, including government institutions.
Nang’ole further noted that reconnections would only be effected after full settlement of outstanding balances or upon approval of structured payment arrangements with the company.
He urged affected customers to act promptly by visiting any NCWSC regional office or the main business centre located at Hazina Towers in Nairobi’s Central Business District to regularise their accounts.
“Customers are strongly encouraged to clear their arrears immediately to avoid service interruption, using the available and convenient payment options,” he said.
To ease compliance, NCWSC has streamlined payment channels, allowing customers to check balances and make payments by dialling *260# on any mobile phone, using M-Pesa Pay Bill number 444400 with the account number as reference, accessing the Nairobi Water Mini App through the M-Pesa application, or paying via partner banks.
Nang’ole reaffirmed the company’s commitment to providing safe, reliable, and sustainable water services, noting that timely bill payments are critical to improving service quality, reducing non-revenue water, and expanding access to clean water across the city.
By Michael Omondi
