Where are your office at
We have our offices at the following physical locations;
- HQ and Webuye regional Office – Webuye Town behind masinde muliro university Webuye campus
- Bungoma regional office – Ministry of water
- Kimilili regional office –
- Chwele regional office -
I didn’t receive my bill, what are the reasons
- This could be because the account is still register under the landlord’s or former tenants phone details.
- To receive bills direct to your phone; a customer needs to register the account under their name.
How do I query my bills?
- One can conveniently get their bills through:
- USSD code *483*86#
- Using NZOWASCO Maji app from Playstore
Why are my water bills so high?
- There are various reasons that may result to high bills;
- Leakage after the meter or within the household
- Inaccessibility due to gate and chamber locks
- Increased consumption within the households
- Tank overflows
- Faulty meter subject to meter test.
Why is my water not reconnected yet I had cleared my bills?
- Operating an Account in another person’s name be it landlord/ previous tenant and hence cannot be reached for direction or refuses to give direction
- Wrong account numbers entered during payment
- Wrong pay bill number used
- Uncleared bills in the account hence no automatic notification to reconnect
- Disconnected by inspection calls for clearance of the surcharge as well as the bill
What are the requirements of opening a new account (new connection, change of tenancy, meter separation, kiosk, communal)
One is required to visit our offices fill the survey, application forms and bring the relevant documents, they then pay deposit and connection fee where applicable
Why was I not informed of disconnection?
- This question comes majorly from non-account holders who don’t receive bills/ notifications from us,
- Bills are sent out on a monthly basis
- reminders follow 7 days after the billing date just before we start disconnections
- Constant reminders through social media pages
Where do I pay for my bills and other services?
NOTE: always use your account number as reference for all your payments. Our staff are not authorized to pick cash from any customer.
How do I report any leakages/ Bursts/ illegal consumptions?
Use our toll-free number 0800720882, Hotlines 0202060536, USSD code *483*63# or email us on info@nzoiawater.or.ke