Nairobi Water to cut supply for bill defaulters from October 15

The Nairobi City Water and Sewerage Company (NCWSC) has announced that it will begin disconnecting water supply to all consumers with unpaid bills starting October 15, 2025.

In a public notice on Tuesday, the company said the exercise is a decisive enforcement measure aimed at recovering long-overdue arrears and safeguarding the sustainability of water service delivery in the capital.

“The water disconnection exercise will commence on October 15, 2025, as a decisive enforcement measure to recover overdue arrears from all defaulting consumers,” the statement by Acting Managing Director Martin Nang’ole read.

NCWSC said the disconnection will cut across all categories of consumers.

This includes government ministries, departments, agencies, county governments, water service providers, commercial entities, and domestic users.

Despite repeated reminders, the utility firm said a significant number of accounts remain in default, adding that all avenues of engagement have been exhausted.

Consumers have been advised to settle all outstanding bills immediately to avoid disconnection.

Reconnection, NCWSC added, will only be processed upon full payment of arrears.

Payments should be made through authorised channels, including M-Pesa Paybill 444400, the NCWSC customer portal, partner banks, and official pay points.

“No institution or consumer is exempt from the enforcement measures,” the company stated, urging all affected parties to take the notice seriously.

NCWSC reiterated its commitment to delivering reliable and sustainable water services, saying that this depends on timely payment and responsible consumption.

"We therefore urge all affected parties to treat this notice with utmost urgency and take immediate corrective action," NCWSC said. 

For clarification and support, consumers can contact NCWSC through its hotline numbers: 0800 724 366, 0724 253 582, or 0703 080 000.

Nairobi is the licensed water service provider for City County, responsible for distributing water to end-users, managing sewerage services, billing, revenue collection, and customer care.

How to Pay

Paying your Nairobi Water bill has been simplified through mobile platforms, making it easier for residents to clear their accounts without visiting offices.

Customers now have two main options — the Nairobi Water USSD service or M-Pesa Paybill.

To use the USSD service, dial *260# on your mobile phone. Once connected, follow the on-screen prompts to check your bill balance. You will then be asked to enter your Nairobi Water account number.

After confirming, you can proceed to make a payment through your preferred mobile money provider, such as M-Pesa or Airtel Money.

This option allows customers to manage their water bills anytime, even without internet access.

For those paying directly via M-Pesa, the process is equally straightforward. Open the M-Pesa app or go to the Lipa na M-Pesa menu on your phone.

 Select Paybill and enter 444400 as the Paybill number. When prompted, key in your Nairobi Water account number, then enter the amount you want to pay.

After confirming the details, complete the transaction, and you will receive a confirmation SMS from M-Pesa and Nairobi Water.

The Nairobi Water and Sewerage Company has emphasized that these payment channels are secure and reliable, reducing the need for physical visits to banking halls or customer service centers.

The digital platforms also help cut down long queues, save time, and ensure bills are paid on time, avoiding disconnection.

Customers are encouraged to keep their account numbers handy and double-check all entries before confirming payments.

By using these options, Nairobi residents can conveniently manage their water bills from the comfort of their homes.