Nairobi, Bungoma Announce Mass Water Disconnections Over Unpaid Bills
Water service providers in Nairobi and Bungoma counties have announced a sweeping disconnection exercise targeting customers with unpaid water bills and illegal connections, in a move aimed at recovering revenue and safeguarding strained water infrastructure.
In a public notice issued on Thursday, the Nairobi City Water and Sewerage Company confirmed that it had commenced disconnecting customers with outstanding arrears as well as those found to have unlawful connections.
The utility urged customers to verify their account status to avoid service interruptions.
*“We have already begun disconnecting customers with outstanding arrears and illegal connections. All customers are advised to dial 260# to check their water bills and avoid inconvenience,” the company stated in the notice.
Affected residents were directed to settle pending bills through M-Pesa Paybill Number 444400 to prevent or reverse disconnections.
The crackdown comes amid mounting pressure on water providers to improve revenue collection and address persistent supply challenges, particularly in urban centres experiencing rapid population growth.
County officials say unpaid bills and illegal tapping into water lines have significantly undermined the sustainability of water services. According to sector estimates, non-revenue water — which includes illegal connections, leakages, and unpaid consumption — continues to account for substantial financial losses.
The developments follow separate concerns raised in the Coast region, where governors have criticized what they describe as systemic failures in water management.
Earlier this week, governors from Mombasa, Kilifi, and Taita Taveta, alongside the deputy governor of Kwale, called for the disbandment of the Coast Water Works Development Agency, citing delays in addressing chronic water shortages.
Kilifi Governor Gideon Mung’aro expressed frustration over what he termed inaction despite repeated engagements.
“We have also raised these issues with the coastal waters, and they have always said that they will repair, but nothing is being done. Now the drought that we have has made the situation worse, and our people are suffering,” Governor Mung’aro said.
Leaders in the Coast region argue that despite counties allocating funds to rehabilitate aging pipelines and pumping stations, progress has been slow, leaving residents vulnerable during dry seasons when demand peaks and supply dwindles.
Water scarcity remains a pressing issue in several parts of the country, exacerbated by erratic rainfall patterns and prolonged droughts. Urban utilities have increasingly turned to stricter enforcement measures as part of broader strategies to stabilize operations.
Consumer rights advocates, however, have urged water companies to balance enforcement with public engagement, noting that some households struggle with rising living costs and may require flexible payment arrangements.
“Timely payment of water bills enables us to maintain infrastructure, repair leakages, and expand services to underserved areas,” the Nairobi utility emphasized.
As the exercise continues, residents in affected counties are being encouraged to regularize their accounts promptly to avoid prolonged service disruptions.
The mass disconnections highlight the delicate balance between revenue recovery, infrastructure management, and public service delivery in Kenya’s water sector — a challenge that remains central to county governments’ development agendas.
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Nairobi, Bungoma Announce Mass Water Disconnections Over Unpaid Bills
