The Nairobi City Water and Sewerage Company (NCWSC) has launched a three-day Customer Engagement Clinic to address persistent service delivery issues affecting parts of the Karen area. This initiative is part of the company’s broader goal to strengthen customer service, enhance accountability, and provide on-the-ground solutions for residents facing water and sewerage challenges.
The clinic is scheduled to run from Tuesday to Thursday, operating daily from 9:00 a.m. to 4:00 p.m. It specifically targets residents of Baobab, Kumbe Road, and Fahari Close—neighborhoods that have experienced recurring problems related to water supply and sewer services. During the Nairobi Water customer engagement clinic, residents will have an opportunity to engage directly with Nairobi Water staff, present their concerns, and receive immediate support or referrals.
In a public announcement, NCWSC stated:
“We invite you to our Customer Engagement Clinic starting today (Tuesday). Engage with us, share your concerns, and receive support on any water supply or sewerage matters.”
Issues being addressed include inconsistent water distribution, sewer system blockages, meter reading discrepancies, unclear or inflated billing, and contract or account inquiries. By resolving these concerns face-to-face, NCWSC aims to fast-track service recovery and build greater public trust in its operations.
Another important aspect of the clinic is public education. Nairobi Water will be demonstrating its self-service platforms, which allow customers to check bills, report faults, and submit meter readings online. These tools are part of an ongoing effort to digitize service access and reduce the need for in-person visits to customer care offices.
Residents unable to attend the clinic in person are encouraged to reach out to the Lang’ata Region Customer Care Office for assistance. They can call 0740 049 499 or send an email to infolangata@nairobiwater.co.ke.
Through this outreach, NCWSC hopes to improve service delivery and foster stronger community relationships going forward.
The original article can be found here: https://www.the-star.co.ke/news/2025-05-20-nairobi-water-to-hold-3-day-meeting-over-complaints
