FAQ's

The company’s mandate is to efficiently and effectively provide quality, reliable and adequate water and sanitation services to the residents of Kwale County as per Service Provision Agreement with Coast Water Services Board in accordance with the regulations set by the Water Services Regulatory Board (WASREB).

You can visit our Area Offices located in various areas including: Ukunda (Mwakigwena Primary School Premises), Kwale (Adjacent to Kwale Hospital), Mariakani (APs Camp), Tiwi/ Kombani (CWSB Mab-river), Mazeras (DO’s Office), Taru/ Samburu(Samburu County Offices), LungaLunga (Adjacent to Umba River Bridge), Vanga (Next to Vanga Social Hall), Msambweni (Mwaembe) or our Customer Service Desk at Kwale Huduma Centre or visit our Head Quarters at Kwale SIDA Camp.

All water connections MUST be applied for by the Land Lord/property owner. You will need to contact KWAWASCO customer care offices near you for more information.

Yes. The Company encourages consumers to take their own readings so that they can also track their water consumption and budget for it. However it is illegal to deny authorized Company staff access to water meters.

The company no longer receives cash payments. You can pay for the services through the following pay-points; M-Pesa Paybill No. 871600; Kenya Commercial Bank A/C No. 1108004849;

Immediately you receive your bill, check on your consumption. If your consumption indicates zero (0) and you consumed water, then your meter has not been read. Confirm immediately from the meter what the current reading is and forward the reading to the customer care center for re-bill.

You can call customer care office and make payment arrangements. If your account has been sent out for cut off and your water has been disconnected, you will have to visit the Area Office to fill in reconnection form. A specific charge will have to be paid in-order to facilitate reconnection.

As part of the service improvement KWAWASCO have partnered with other service providers and you have to ensure that you have registered for e-billing services by sending BILLAccountNumber to 22385 (BILL8600123456) or send your email to bill@kwalewater.co.ke . You have an option of receiving the bill via e-mail or mobile phone.

Water shortages arise from leakages, illegal connections, and vandalism of the piping system, poor infrastructure and natural conditions like drought. The Company is tackling some of these problems by purchasing and installing water meters and other equipment to enhance service provision. The company promises to continuously repair all leaks within 48hours of reporting.