To report a burst water pipe, major leak or sewer overflow, contact Nairobi City Water and Sewerage Company on 0724 253 582. The company also publishes 0800 724 366 as its toll-free customer-support number. Sources: Nairobi Water website, Nairobi Water official communication.

For ambulance, police, fire and rescue assistance, visit the Nairobi Emergency Services Guide.

This guide explains how to report water and sewer faults, provide clear directions and identify when an incident also requires emergency rescue assistance.

Nairobi Water Reporting Contacts

Telephone details appear on the Nairobi Water website and its official customer-care communication. The company also provides an online service-reporting portal.

Online contact listings checked on September 1, 2026. Numbers have not been test-called, and this guide does not confirm round-the-clock availability or repair times.

Reporting a Burst Water Pipe

When reporting a burst pipe, begin with the estate, road and nearest recognisable landmark. Explain whether water is flowing onto a road, entering a property or affecting pedestrian access.

Describe what you can observe safely. Useful details include when the leak started, whether it is getting worse and whether the surrounding ground or road surface appears damaged.

Give your account number if the problem concerns your connection and the number is available. For a public-road leak, focus on an accurate location and a clear description.

Do not excavate around the pipe or operate public water-network equipment yourself.

Reporting Sewage Overflows

Report sewage emerging from a manhole, flowing across a public walkway or entering a compound. Identify the affected street, building entrance or nearby landmark.

Explain whether the overflow is close to homes, shops, food premises, a school or a busy transport stage. Tell the operator if an open or damaged manhole presents an additional danger.

Avoid entering the affected area or opening inspection chambers to investigate. Keep children away and inform the property manager where a building is affected.

Information to Include in Your Report

Prepare the following details:

• Estate and road name.
• Building, business or nearest landmark.
• Type of problem: burst pipe, leak, sewer overflow or supply interruption.
• When you first noticed it.
• Whether people, buildings or road users are affected.
• Your callback number.
• A photograph or location pin, if requested and safe to obtain.

For incidents near a matatu stage, state the stage name and which side of the road is affected. Clear directions are more useful than an estate name alone.

Using the Online Reporting Portal

Nairobi Water’s service-reporting portal includes a map for selecting the location of a concern.

Follow the available prompts and mark the affected location accurately. Keep any confirmation or reference provided so you can identify the report during follow-up.

If the incident presents an immediate danger, call the relevant service rather than relying solely on an online submission.

Water Faults, Flooding and Rescue

A leaking pipe is a utility fault, but rising water that traps people requires emergency assistance as well.

If people are cut off by water or need rescue, use the Nairobi Flood Emergency Contacts guide. Explain the danger to the rescue operator and separately report any suspected burst pipe to Nairobi Water.

If water is near fallen electricity wires or damaged electrical equipment, stay clear and consult the Kenya Power Emergency Contacts guide.

Problems Inside a Building

For a leak or blockage inside a house, apartment or commercial building, notify the landlord, caretaker or property manager promptly.

A qualified plumber may be needed to inspect internal plumbing. Ask Nairobi Water to clarify responsibility if it is unclear whether the fault affects the public network, service connection or private plumbing.

Avoid assuming that every leak inside a property is a public-network fault.

Following Up on a Report

Keep the date, time, location and any reference number supplied. Use those details when asking for an update.

Report a material change, such as water entering buildings, a widening road defect or an overflow reaching a public walkway. Describe the new conditions without approaching a hazardous area.

Metros Kenya provides this guide for public information. Nairobi Water handles utility reports and repair enquiries; emergency services handle immediate threats to life.