The Nairobi City Water and Sewerage Company has recorded unprecedented revenue growth, collecting Sh 11.7 billion in the 2024/2025 financial year—its highest annual income to date and a clear indication that ongoing reforms are yielding results.

This marks a steady rise from Sh10.75 billion in 2023/2024 and Sh9.46 billion in 2022/2023. The utility had previously been stuck at around Sh8 billion in yearly collections before new leadership took over in 2022. Since then, the company has consistently improved both revenue performance and operational efficiency.

“The Sh11.7 billion collected is not only historic but also reflects a consistent rise of over Sh1 billion in additional revenue each year,” said NCWSC Chairman Arnold Karanja. “If you look at the statistics since 2022, that’s an impressive 24% growth in just two years.”

Reforms rolled out in the last three years have included the replacement of faulty meters, restructuring of top management, digital migration of billing systems, and greater public engagement on water use and reporting of illegal connections. In June 2025, the company registered its highest monthly billing ever, Sh 1.08 billion.

“This is partly due to Nairobians reporting leaks, sewer bursts, and illegal water connections. Another contributing factor is the installation of new meters and the replacement of old ones to ensure accurate billing,” Karanja noted.

In FY 2022/2023, the utility recorded a 16.7% increase in collections, rising from Sh8.11 billion to Sh9.46 billion. The upward trend continued into 2023/2024, with a 13.6% jump to Sh10.75 billion.

With Sh11.75 billion collected in 2024/2025, the average monthly billing has now reached Sh979 million—the highest in the company’s history.

Water supply has also improved, boosted by the Northern Water Collector Tunnel which is now channeling an additional 140 million litres daily into the city’s network. Areas that previously had limited or no access to piped water are now receiving regular supply, helping to reduce dependence on illegal water connections.

Chairman Karanja also highlighted a new service innovation aimed at empowering customers. “We are digital. Did you know you can now read your own water meter? Just dial *260# and follow simple steps to track your usage in seconds. This innovation has played a significant role in improving revenue collection,” he said.

Internally, the company is also working on staff welfare and productivity, with new workplace policies aimed at employee support. “The Board recently approved a policy on Alcohol, Drugs, and Substance Abuse. Its aim is to support staff through employee assistance programs post-rehabilitation, helping them avoid relapse and reintegrate into the workplace,” NCWSC stated.

The company says it is now focused on cutting down non-revenue water and working closely with Nairobi residents to further improve services, billing accuracy, and transparency.