Disconnection and Reconnection


Our customer policy aims at discouraging the disconnection of our services, but rather using all available means that give the customer the opportunity to pay. These include:-

  • Sending reminders a day to the due date through sms encouraging prompt payment of bills.
  • Bills posted to be accompanied by a notice to pay before the due date.
  • 14 clear days is given to the customer within which he/she should have paid the water bill.
  • Once in a while carry out physical visits to encourage customers to pay water bill.
  • Confirmation if the customers have not paid before issuing the disconnection orders.
  • Encouraging customers with huge bills to enter into part payment plan.
  • Disconnecting customers who have refused HOMAWASCO staff to entry to their property for meter reading and have unpaid bills.
  • Customers who are disconnected and have taken more than 6 months before paying, a disconnection from the main line will be effected.
  • Effect disconnection as the very last option.


Reconnection will be carried out after:

  • Full payment of the amount on the bill
  • The customer has filled and signed a Part payment agreement to pay the balance by installment.
  • Payment of reconnection fee that is  Kshs. 500
  • All paid up customers will be reconnected within 48 hours.