Nairobi Water holds live clinic to address billing issues and illegal connections in Kasarani
By Dan Kauna, July 11, 2026Nairobi residents living in the Chieko area of Kasarani have a chance to address their water-related grievances directly with the utility provider today.
The Nairobi City Water and Sewerage Company announced a town hall style meeting aimed at boosting communication and service delivery within the region. According to the company, the customer sensitisation clinic is happening at the Chieko Market Ground, starting from 9:00 am on July 11, 2026.
The utility firm turned to social media to urge locals to turn up in large numbers for the interactive session.
In a post shared on X, the company stated, “The forum is a great opportunity for residents to engage with us, share their views and learn more about our services.”
An accompanying official notice flyer detailed exactly what the company intends to achieve during the face-to-face engagement, highlighting key operational challenges that often cause friction between consumers and the provider.
Tackling illegal connections and billing errors
The main focus of the open-air clinic is to clear up outstanding issues that regular households face daily. Nairobi Water officials at the venue will look into specific complaints regarding erroneous monthly bills and faulty water meters.
Customers who have struggled to navigate the company’s digital systems will also get hands-on assistance on how to use the available self-care platforms to check balances and pay bills.
Crucially, the team is targeting the regularisation of illegal water connections. Instead of facing immediate penalties or supply disconnection, residents with unauthorised water lines have an opportunity to formalise their connections.
This move is part of the company’s wider effort to manage water distribution fairly and reduce the massive losses caused by cartels and unmetered consumption in Nairobi estates.
Direct access to customer care teams
For Chieko residents who might miss the morning sessions, the customer care teams remain accessible through formal regional channels.
Nairobi Water advised customers who cannot make it to Chieko Market Ground to reach out directly to the Kasarani Region Customer Care Office.
Inquiries can be made through the official Nairobi Water telephone lines, 0740049498 or 0700385023. Alternatively, residents can send an email to InfoKasarani@nairobiwater.co.ke.
The corporate affairs and liaison department emphasised that these direct lines are open to ensure all community complaints receive prompt attention, helping to foster better relations and improve the quality of living in Kasarani.