How to Pay Your Bill

M-P

Option 1: M-Pesa (Recommended)

  1. Go to M-Pesa on your phone
  2. Select Lipa na M-Pesa → Pay Bill
  3. Enter Business Number: 824570
  4. Enter Account Number: Your Water Account Number
  5. Enter amount and confirm with your M-Pesa PIN

Paybill Number

824570

Retain your confirmation SMS as proof of payment.

Option 2: Bank Deposit

Bank

Co-operative Bank of Kenya

Account Name

Meru County Rural Water and Sanitation Company Limited

Account Number

Contact our offices for account number

Pay at Our Offices

Visit any of our scheme offices or the head office in Meru Town during business hours (Mon–Fri, 8:00 AM – 5:00 PM).

Water Tariffs

Tariffs are approved by WASREB and designed to be affordable while enabling sustainable operations. Contact our Commercial Department for the current approved tariff schedule.

Domestic Consumers

Consumption Rate (Ksh)
0 – 6 m³ (Lifeline) —
7 – 20 m³ —
21 – 50 m³ —
Above 50 m³ —

Commercial Consumers

Consumption Rate (Ksh)
0 – 10 m³ —
11 – 50 m³ —
Above 50 m³ —

Standing Charges (Monthly)

Consumption Rate (Ksh)
½ inch (13mm) —
¾ inch (20mm) —
1 inch (25mm) —

Note: Tariff rates are set by WASREB and updated periodically. Visit our offices or contact Customer Care for the current approved rates.

Frequently Asked Questions

New Connections

How do I apply for a new water connection? +
Visit our head office or nearest scheme office with your land ownership document, a copy of your National ID, and a completed application form. Our technical team will conduct a site survey and advise on cost and timeline.
How long does it take to get connected? +
Installation is completed within 14 working days once you have paid the connection fee and all requirements are met. Complex connections requiring network extension may take longer.
How much does a new connection cost? +
Connection fees vary by location and pipe size required. Please visit our offices for a site-specific quotation from our technical team.
Can I apply for a connection as a tenant? +
Yes. Tenants may apply with written consent from the property owner and a copy of the owner's title document. The property owner remains the account holder.

Billing & Payments

How is my water bill calculated? +
Your bill is based on volume recorded on your meter during the billing period multiplied by the applicable tariff rate, plus a fixed monthly standing charge based on meter size.
My bill seems too high. What should I do? +
First check all taps, cisterns, and pipes for leakage. If no leak is found, visit our Commercial Department with your recent bills and account number to request a meter re-read or account review.
What happens if I do not pay my bill? +
Unpaid accounts are subject to disconnection after a notice period. A reconnection fee will be charged in addition to the full outstanding balance before reconnection.
How quickly will I be reconnected after payment? +
Reconnection is effected within 24 hours of payment confirmation.

Meter Reading

How often is my meter read? +
Meters are read every month. If your meter is inaccessible, an estimated bill may be issued, adjusted once the meter is read.
Are there charges for meter reading? +
No. Meter reading is a free monthly service.
What if my meter is faulty or damaged? +
Report it to our offices immediately. Our technical team will inspect and replace it. You will not be billed for water you could not have consumed due to a meter fault.

Service Quality

Why is my water supply low or absent? +
Low pressure or interruptions can result from planned maintenance, burst mains, pump failures, drought, or illegal connections. Check our News page or call Customer Care for current notices.
How do I report a burst pipe or water leak? +
Call our customer care line or visit your nearest scheme office. Emergency fault response is prioritised within working hours.
How do I report an illegal connection? +
Call our Customer Care line or submit a report at our offices. All reports are treated confidentially.

Customer Service Charter

Issued in compliance with our WASREB licensing obligations. This charter sets out the service standards you can expect from MeRuWASCO.

Service Standard Our Commitment
Water Quality Supply meeting KEBS KS 459 potable water parameters; routine quality tests published periodically.
Continuity of Supply 24/7 supply where technically feasible; 48 hours notice for planned interruptions.
New Connections Site survey within 7 working days; installation within 14 working days of payment.
Billing Disputes Acknowledged within 3 working days; resolved within 1 billing cycle (30 days).
Emergency Faults Response within 4 hours (major burst mains).
Service Faults Response within 24 hours (loss of supply, low pressure).
Meter Faults Response within 5 working days.
Reconnection Within 24 hours of receipt of full proof of payment.
Written Complaints Acknowledged within 3 working days; resolved within 21 working days.

Right to Escalate

If unsatisfied with our response, customers may escalate to WASREB: P.O. Box 41621-00100 Nairobi | www.wasreb.go.ke | Toll Free: 0800 723 468