The customer fills in an online application through our 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.

• 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 *260# & 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.

To access a comprehensive list of connection costs and materials information click here.

Mpesa Pay Bill 444400 is for paying bills for existing accounts. Payment for new water connection should be done through the USSD Code *260# – Select Option 3 – Water & Sewer Service then Select Option 1 – Connection/Deposit fees to pay for your new connection.

Call Tel. No 0700 384983 or 0700 384980 to check on the status of your application. You can also track your application via the online portal

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 us on 0700 384 983/980.

NCWSC is committed to ensuring that you are reconnected within 24 hours after paying the required amount.

The link between cost and price is the meter reading. After your meter is read, Billing is based on regulator set rates outlined in our tariff. The consumer is billed for only what is consumed. Click here to view the tariff. Call Regional Customer Care hotlines for further queries on your bills.

According to the water Act 2016, it is a criminal offence to reconnect your own water.

Dial *260# and select option 1 – Registration, Select Sub Option 1(Register e-Bills)

Query your bill by dialing *260# and select option 2 – Billing. Then Sub Option 1 Query Bill

Dial *260# and select option 2 – Billing, Then Sub Option 2 – Pay Bill. You can also use our Pay points outlined here 

Dial *260# Select 1 – Registration – Select Sub Option 3 Deregister e-Bill – Enter Your Account

Email us 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 Tel. No 0700384983 or 0700 384980 for further queries.

Email  us 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.

The link between cost and price is the meter reading. After your meter is read, Billing is based on regulator set rates outlined in our tariff. The consumer is billed for only what is consumed. Click here to view the tariff. Call Regional Customer Care hotlines for further queries on your bills.

Yes. The Company encourages consumers to take their own readings so that they can also track their water consumption and budget for it. However, it is illegal to deny authorized Company staff access to water meters.

No, the meter is read on monthly basis free of charge.

Yes. 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.

Visit the Regional Office serving your area or call your regional office. To learn which region you fall under – click here 

You should report to the Company and it will be replaced free of charge. However, customers will be required to pay for replacement of meters that have been wilfully damaged. The cost of replacing a damaged meter is determined by the size of the meter. For domestic meter Kes 5600 is payable

It takes 1 billing cycle which is 30 days.

NCWSC has an equitable distribution schedule in place, which enables us to supply City residents with adequate supply. To know your day of supply click here.

Water shortages arise from leakages, illegal connections, and vandalism of the distribution system, poor infrastructure and natural conditions like drought. The Company is tackling some of these problems by purchasing and installing water meters and maintenance of the infrastructure to enhance service provision. The company promises to continuously repair all leaks within 48hours of reporting.

You can report supply fail by calling the regional office serving the area click here. 

You can also tweet us @Nbiwater_Care or send a message on Facebook– Nairobi Water Customer Care.

Make a request through the regional hotline number serving your area which will be acknowledged through payment for the service through MPESA Pay Bill 444400 and clear any outstanding bill you might have and the water will be supplied within 5 days.

Call the regional hotline number serving your area and lodge your complaint with the customer care staff who will give you a complaint number for ease of follow up. You can also follow our social media pages @Nbiwater_Care or send a message on Facebook – Nairobi Customer Water Care.

To report burst pipe, blocked sewer you can:

Call the regional office serving the area through the following numbers. To learn which region you fall under – click here 

You can also tweet us @Nbiwater_Care (hyperlink) or send a message on Facebook- Nairobi Water Customer Care. Provide precise location details, giving nearest landmark for burst pipes/blocked sewer

Yes, the water is treated as per the Guidelines provided by the World Health Organization and Kenya Bureau Standards (KEBS). The Government Chemist, KEBS and the Ministry of Health randomly and independently also sample the water and have certified it fit for human consumption.

Call the regional hotline number serving your area or report to any NCWSC business Centre near you and our technical team will address the issues within 24 hours.

First, you clear all pending bills related to the account. Collect an account de-enrolment form from any of our Regional offices near you. Submit the duly filled form to your regional office serving your premises.

Visit the any of our Regional offices near you and request for a change of name (Transfer) form and fill. Indicate the existing account in the space provided and attach requirements. Submit the filled form to the regional office serving your area.

Corruption is a two-way activity: there must be a willing giver and a willing receiver. To fight corruption, customers are asked to report employees demanding bribes to the Company Ethics and Integrity hotline – 0700 332 355