FREQUENTLY ASKED QUESTIONS (FAQs)
How can I get new water connection?
The Customer is required to fill a new connection form and with a copy of National ID, KRA, map of premises, signed consumer contract. One can get application forms by downloading them in the website page or collecting them from scheme offices.
How long would it take to get a new connection?
Within 5 working days of making payments and availing the prescribed fittings.
How do I get my monthly bills?
Domestic bills shall be communicated via SMS while manual bills will be delivered to institutional clients, so make sure you have your number registered with us. Please pay your bills on time to avoid cut-offs.
What is the timing of the billing cycle?
5th – 9th – Meter reading
10th – 13th -billing and maintenance
14th – 17th -Bill distribution
18th – 24th – Maintenance and bill reminders
25th to 04th – Revenue collection
Can a customer be able to read the meter?
Yes, HOMAWASCO encourages their customers to monitor they meter readings to be able to control their water consumption and incase of meter problems please report.Meter readers within the technical team shall also be responsible for meter reading, and each reader shall have their designated connections. However it is illegal to deny authorized Company staff access to water meters
Are there any charges for re-reading the meter?
Yes, for meter re-read a client is supposed to pay Kshs. 200
Are there any charges for meter servicing?
Meter servicing are done after paying Kshs. 500.
Consequence of illegal connections, self-reconnections and unpaid bills?
A customer who does not pay their water bills are disconnected and charged a reconnection fee of Kshs. 500. HOMAWASCO imposes a further penalty of Kshs. 5,000 for self-reconnections and billing to be backdated from date of cut-off.
Surcharge of Kshs. 10,000 for illegal connection regularize connection.
How long does it take to be reconnected after paying the outstanding amount?
Water reconnection will be effected within 2 working days after paying all the balances (arrears).
How safe is HOMAWASCO water?
The technical team shall carry out regular water quality testing to ensure that water supplied by the utility meets the national guidelines for drinking water quality. Water testing results will be synthesized on a quarterly basis to provide an update on the utility’s water quality commitments.
How can I report leaks, sewer burst?
We want to urge our customers to report water leakages as soon as they occur either by calling or sending a text to 0717428030.
Where can I pay my water bills?
No cash payments will be made to HOMAWASCO staff. For deposits and bills payments, the following channels shall be used:
- Water bill payments
- Mpesa Business Number: 169595; Account Number consisting of Zone code + connection number
- KCB A/C No:01102291730
- Post Bank
How will HOMAWASCO fight corruption among its employees?
Customers are asked to report any HOMAWASCO employee asking for bribes to the management.
How do I get water supplied by tanker / exhauster to my premises?
After making the required payments water will be delivered and exhausting service will be done.
How do I file a complaint?
The customer shall contact the Customer Care desk by email ; email@example.com or firstname.lastname@example.org, by phone number 0717 42 80 30 or visit Huduma Center.
How does HOMAWASCO bill a consumer?
Depends on the difference between the previous meter reading and the current reading.
Why do we not receive regular water supply?
This is due to power outages, voltages fluctuations and water rationing
How long does it take to resolve a meter reading or billing complaint?
It will take 1 to 5 days depending on the nature of complaint.