NAIROBI, Kenya — Water service providers in Nairobi and Bungoma have launched mass disconnection exercises targeting customers with unpaid bills and illegal water connections, escalating enforcement measures amid growing pressure over service delivery.
In a notice issued Thursday, the Nairobi City Water and Sewerage Company (NCWSC) said it had commenced disconnecting customers with outstanding arrears and irregular connections following a disconnection notice dated February 6, 2026.
“Following a Water Disconnection Notice issued on 6th February, 2026, we have commenced a mass disconnection exercise for customers with pending arrears and irregular connections. Dial *260# to query the bill and pay via Mpesa Pay Bill 444400,” the company said.
The utility urged residents to check their balances using the USSD code *260# and settle their arrears via Mpesa Paybill Number 444400 to avoid service interruption.
Similarly, the Bungoma Water and Sewerage Company announced it had begun a countywide enforcement exercise affecting domestic customers, schools, hospitals, hotels, and kiosks.
“The Company wishes to inform the general public that we shall commence a mass disconnection exercise on 12th February, 2026, as an enforcement measure aimed at recovering overdue arrears from defaulting customers,” the firm said.
Residents in Bungoma were advised to dial 89363# to check their balances and make payments via Paybill Number 4954000.
The company said the move followed repeated reminders and notices that failed to yield compliance. “The Company has exhausted all available channels of engagement and has therefore found it necessary to undertake this exercise,” it added.
Under the Water Act, 2016, water service providers are mandated to ensure financial sustainability while guaranteeing access to clean and safe water as part of the right to water under Article 43(1)(d) of the Constitution. The law allows utilities to disconnect services for non-payment, provided due notice is issued.
The enforcement push comes amid wider tensions in the water sector. Earlier this week, leaders from four coastal counties called for the immediate disbandment of the Coast Water Works Development Agency, citing failure to address chronic water shortages.
Mombasa Governor Abdulswamad Nassir, Kilifi Governor Gideon Mung’aro, Taita Taveta Governor Andrew Mwadime, and Kwale Deputy Governor Chirema Kombo accused the agency of inaction despite counties allocating funds for infrastructure repairs.
“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.
The developments underscore the delicate balance between revenue enforcement and constitutional obligations to ensure access to water.
While utilities argue that arrears undermine service delivery and infrastructure maintenance, critics warn that aggressive disconnections risk disproportionately affecting vulnerable households.
As drought conditions intensify in parts of the country, the debate over water governance, accountability, and equitable access is expected to sharpen in the coming weeks.
