On new connections, the Customer care officer and other officers will always be available to guide every applicant on how to fill the form correctly and they will also register the completed forms.
Feel free to contact us:
Dial *483*85# for Account Enquiry
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Frequently Asked Questions.
After logging the application form, our officers will visit your premises within 48 hours to survey and determine the requirements for the new connection within 48 hours after an application has been approved.
Our field staff will be available to inspect all plumbing works done by a customer from the service line; before installing the new connection.
Installation of a new connection will be effected within two days once the pipe laying is completed.
Upon a successful survey, the applicant will be requested to make payment for the application and installation of the water connection based on the tariff guidelines.
- Connection is effected within 48 hours once the pipe laying works are completed.
- The whole process takes an average of 10 – 14 days to complete.
- The customer will receive his or her first bill within one month from the connection date.
How do I apply for a water connection?
It’s easy to apply for water connection all you need is to fill in an application form which can be obtained from the office or downloaded from our website and have the following:
- Copy of ID
- Copy of KRA Pin
- Copy of Title Deed
- Connection charges as outlined in the tariff.
How do I apply for a sewer connection?
It’s easy to apply for water connection all you need is to fill in an application form which can be obtained from the office or downloaded from our website and have the following:
- Copy of ID
- Copy of KRA Pin
- Copy of Title Deed
- Connection charges as outlined in the tariff.
Incase you have an existing water connection, you will only require the following:
- Copy of water bill
- Connection charges as outlined in the tariff.
How do I query my account?
You can query your account using USSD by dialing *483*85#. From this option you can get the balance and the account statement going back to 6months.
For Suggestions and Complaints
- A complaints / suggestion box will be maintained at the main office and receipt of any correspondence will be acknowledged within seven days.
- While complaints will be treated in confidence, complainants are encouraged to identify themselves to lend credence to their complaints.
- All complaints will be recorded in our occurrence book. This will comprise of the date the report was made, the zone and the action taken or to be taken and the officer who will be assigned for the same as will be appropriate.
- Depending on the nature of the complaint(s), necessary action will be taken immediately and in any case within 3 days.
Complaints may be made after official working hours, weekends and public holidays through the cell phone indicated above or through our field staff who are always on duty.
All telephone calls will be answered promptly and politely.
Our Vision
To be leading in the provision of adequate water and sewer services in Kenya
Our Mission
To provide quality, affordable and sustainable water & sewerage services through efficient and effective utilization of resources in an environmentally friendly manner and to meet and exceed the expectations of our customers & other stakeholders
Core Values
- Professionalism
- Accountability
- Equity
- Creative innovation.
- Integrity
- Commitment
- Teamwork