Frequently Asked Questions

Connections

How do I apply for a water connection? +

Fill in an application form and attach identification documents, KRA PIN, and proof of ownership or tenancy.

What is the cost of a new connection? +

Costs vary depending on location and installation requirements. Contact our office for tariffs.

How long does it take to get connected? +

Typically within a few working days after approval and payment.

Billing

How can I pay my water bill? +

Payments can be made via mobile money (Paybill), bank deposits, or approved channels.

Why am I billed on estimates? +

This occurs when meter readings are unavailable or the meter is faulty.

How can I lodge a billing complaint? +

Visit our offices, call customer care, or use official communication channels.

Technical

Why is water sometimes rationed? +

Due to low supply, high demand, or infrastructure limitations.

How quickly are leakages repaired? +

Typically within 24–48 hours after reporting.

Is the water safe for drinking? +

Yes, it is treated and tested to meet safety standards.