Updated 20 October 2026
Quick answer: Nairobi City Water and Sewerage Company’s call centre numbers are 0702 206 418, 0702 206 328, 0702 206 459 and 0702 205 964, open 7:30am to 9:30pm. The customer hotline is 0724 253 582, the head office lines are 0703 080 598 and 0703 080 000, and the email is info@nairobiwater.co.ke. Bills are paid through M-Pesa paybill 444400 using your water account number.
Every number on this page comes from Nairobi Water’s own website (its Contact, Locations and Pay Points pages), checked on 19 October 2026. The company runs nine regional offices, and each one has its own customer care line and email. Calling your region directly is usually faster than the central call centre for leaks, meter problems and disconnections.
In this guide
Nairobi Water Contacts at a Glance
| What you need | Official contact |
|---|---|
| Call centre | 0702 206 418, 0702 206 328, 0702 206 459, 0702 205 964 |
| Call centre hours | 7:30am to 9:30pm (see the note below) |
| Customer care hotline | 0724 253 582 |
| Head office lines | 0703 080 598 and 0703 080 000 |
| General email | info@nairobiwater.co.ke |
| Legal enquiries | legal.info@nairobiwater.co.ke |
| Ethics and integrity hotline (report bribery or fraud) | 0700 332 355 |
| M-Pesa paybill | 444400 (account: your water account number) |
| USSD services | *260# |
| Self-care portal | portal.nairobiwater.co.ke |
| X (Twitter) customer care | @Nbiwater_Care |
| Head office | Kampala Road, off Enterprise Road, Industrial Area (Mon to Fri, 8am to 5pm) |
Note on hours: Nairobi Water’s site shows the call centre as open “daily” from 7:30am to 9:30pm in one place and “Monday to Friday” in another. If you need help on a weekend, try the call centre first, then the hotline or the X account.
Nairobi Water Regional Offices
Nairobi Water splits the city into nine regions. Find the zone your estate falls under, then use that region’s customer care line or email. Each regional email follows the pattern Info + region name @nairobiwater.co.ke, apart from the Informal Settlement region, which uses the main info@ address.
| Region | Office location | Customer care | |
|---|---|---|---|
| Central | Enterprise Plaza, 3rd Floor, Addis Ababa Road off Enterprise Road; and Eastleigh Section 3, off Juja Road | 0717 356 578, 0793 459 729 | InfoCentral@nairobiwater.co.ke |
| Dagoretti | NCWSC Uthiru Reservoir, off Naivasha Road, near Uthiru shopping centre | 0748 265 795 | InfoDagoretti@nairobiwater.co.ke |
| Informal Settlement | National Water Plaza, 2nd Floor, Dunga Road, Industrial Area | 0705 134 621, 0769 305 576, 0758 713 143 | info@nairobiwater.co.ke |
| Kasarani | Greyville Hub, 1st Floor, along Eastern Bypass | 0700 385 023, 0707 720 163 | InfoKasarani@nairobiwater.co.ke |
| Lang’ata | Joseph Kang’ethe Road, off Kinoo Road, Woodley Estate | 0740 049 499, 0700 385 126 | InfoLangata@nairobiwater.co.ke |
| Lower Embakasi | Greenspan Mall, 1st and 3rd Floors | 0724 253 582 (hotline) | InfoLowerEmbakasi@nairobiwater.co.ke |
| Roysambu | CPA Centre, Ground Floor, along Thika Road | 0712 453 283 | InfoRoysambu@nairobiwater.co.ke |
| Upper Embakasi | Shujaa Mall, Wing A, Spine Road, Kayole | 0725 120 022 | InfoUpperEmbakasi@nairobiwater.co.ke |
| Westlands | Parklands Plaza, 2nd Floor, Chiromo Lane, Westlands | 0704 493 094 | InfoWestlands@nairobiwater.co.ke |
Each region also publishes a regional manager’s number and technical officers for water and for sewer problems on Nairobi Water’s Contact page. Use the customer care line first; technical officers mainly handle bursts, sewer blockages and supply failures that customer care escalates.
Which Region Serves Your Estate
These are the zones and sub-zones Nairobi Water lists under each region:
- Central: Kamukunji zone (Moi Air Base, Bahati, Eastleigh), Makadara zone (Buruburu, Harambee) and Starehe zone (CBD, Landmawe, Enterprise Road, South B).
- Dagoretti: Kawangware (Kabiro, Riara), Kilimani-Kileleshwa (Hurlingham, Riverside) and Waithaka (Ngando, Uthiru).
- Informal Settlement: Nairobi East zone (Central, Kasarani, Lower Embakasi, Roysambu and Upper Embakasi sub-zones) and Nairobi West zone (Dagoretti, Lang’ata and Westlands sub-zones), serving informal settlements in those areas.
- Kasarani: Dandora (Kinyago, Ngumba), Githurai-Clay City, Hunters-Mwiki and Njiru-Ruai.
- Lang’ata: Karen-Lang’ata (Karen, Otiende), South C-Nairobi West (including Mombasa Road) and Woodley-Upper Hill.
- Lower Embakasi: Imara Daima (Donholm, Pipeline), Nyayo (Fedha, Jua Kali) and Umoja (Umoja 1 and 2, Innercore, Tena).
- Roysambu: Kiambu Road-Roysambu (Marurui, Njathaini, Ridgeways, Mirema), Ruaraka-Mathare (Baba Dogo, Mathare, Pangani, Huruma) and Zimmerman-Kahawa West (Kahawa West, Kamae, Zimmerman, Githurai 44).
- Upper Embakasi: Kariobangi South-Mowlem, Kayole (Jacaranda, Patanisho), Komarock-Nasra and Utawala (Matopeni, Mihango).
- Westlands: Karura (Muthaiga, Ngara), Kitisuru (Spring Valley, Waiyaki Way) and Parklands (Brookside, Highridge).
How to Pay Your Nairobi Water Bill
M-Pesa
- Go to M-Pesa and select Lipa na M-Pesa, then Pay Bill.
- Enter business number 444400.
- Enter your Nairobi Water account number (it is printed on your bill).
- Enter the amount and your M-Pesa PIN, check the details and confirm.
Airtel Money
- Open Airtel Money and choose Make Payments, then Paybill.
- Select Nairobi Water from the list.
- Enter the amount, your PIN and your water account number as the reference.
Cheque and card payments are taken at the CBD office along Kenyatta Avenue. Nairobi Water’s own advice is clear: do not pay bills through its staff. Pay only through 444400, Airtel Money or the company’s offices. For tariffs, meter reading disputes and reconnection steps, see our Nairobi Water bills, tariffs and reconnection guide, and for everything else in one place, the Nairobi Water help hub.
Reporting a Burst, Leak or Sewer Problem
- Note the exact location: estate, road name, nearest landmark and, if it is at your house, your account number.
- Call your regional customer care line from the table above. If it is busy, use the call centre or the hotline 0724 253 582.
- Send a photo to your regional email or to @Nbiwater_Care on X, with the location in the message.
- Write down the reference number you are given so you can follow up.
For planned supply cuts, check the Interruption Notices and “Know Your Supply Day” pages on nairobiwater.co.ke before calling, since many estates receive water on a rationing schedule.
Reporting Bribery or Illegal Connections
Nairobi Water runs an ethics and integrity hotline on 0700 332 355 for reporting staff asking for bribes, fake reconnection agents and illegal connections. Anyone who demands cash to reconnect your water or “fix” a bill is not following the company’s rules. Water companies in Kenya are regulated by the Water Services Regulatory Board (WASREB), and you can read how sector funding works in our guide to the functions of the Water Sector Trust Fund.
Frequently Asked Questions
What is the Nairobi Water customer care number?
The call centre lines are 0702 206 418, 0702 206 328, 0702 206 459 and 0702 205 964, and the hotline is 0724 253 582.
What is the Nairobi Water paybill number?
The paybill is 444400. Use your Nairobi Water account number as the account number.
Where is Nairobi Water head office?
On Kampala Road, off Enterprise Road in Industrial Area, Nairobi. It opens Monday to Friday, 8am to 5pm.
Does Nairobi Water have a USSD code?
Yes. Dial *260# to reach Nairobi Water services from your phone.
What is the Nairobi Water email address?
The general email is info@nairobiwater.co.ke. Each region also has its own address, such as InfoWestlands@nairobiwater.co.ke.
How do I report a Nairobi Water employee asking for a bribe?
Call the ethics and integrity hotline on 0700 332 355.
Last verified 19 October 2026 from nairobiwater.co.ke. Regional numbers change from time to time, so check the Contact page if a line does not go through.
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