In a move aimed at tackling long-standing water and sewer service challenges, the Nairobi City Water and Sewerage Company (NCWSC) has launched a three-day Customer Engagement Clinic for residents of Karen. The initiative kicked off on Tuesday, May 20, and will run through Thursday, May 22, 2025.

The engagement clinic comes as part of an ongoing effort by NCWSC to address mounting concerns about water accessibility and infrastructure reliability in Nairobi’s residential neighborhoods.

Targeting residents in Baobab, Kumbe Road, and Fahari Close, the engagement sessions are being held daily from 9:00 a.m. to 4:00 p.m.

According to the NCWSC, the clinic is designed to offer on-the-spot assistance and gather feedback directly from customers affected by persistent service issues.

“You are invited to a Customer Engagement Clinic starting today (Tuesday). Come engage with us, share your feedback, and get assistance with any water supply and sewer issues,” the official invitation from the company read in part.

Water Menace

The clinic is part of a broader strategy by NCWSC to enhance service delivery and strengthen community relations. Officials on-site are focusing on resolving problems related to water supply disruptions, sewer blockages, inaccurate meter readings, and billing or contractual disputes.

“Residents in these areas have endured inconsistent water services and limited communication on billing and maintenance concerns. This clinic is a step toward rebuilding trust and improving transparency,” said a representative from NCWSC.

In addition to offering direct support, the engagement sessions are being used to educate customers on the utility’s self-care platforms. These digital tools allow users to monitor their water usage, manage payments, and lodge complaints independently ,an effort to promote proactive account management.

Residents attending the clinic can access personalized support and are encouraged to come prepared with relevant account information to expedite service. For those unable to attend in person, NCWSC has provided alternative contact options. Inquiries can be directed to the Lang’ata Region Customer Care Office in Karen by phone at 0740 049 499 or by email at infolangata@nairobiwater.co.ke.

Attention Residents of Baobab, Kumbe Road and Fahari Close (Karen).You are invited to a Customer Engagement Clinic
starting today. Come engage with us, share your feedback and get assistance with any water supply and sewer issues. pic.twitter.com/UVhY0naSnv

— Nairobi Water (@NairobiWater) May 20, 2025