The Commission on Administrative Justice has called on the Nairobi City Water and Sewerage Company to explain a long-running water shortage in Ngumo Nera Estate that residents say has persisted since January 2026.
In a statement on Wednesday, the Office of the Ombudsman said the utility’s Acting Managing Director has seven days to respond.
“Acting pursuant to its mandate under the Commission on Administrative Justice Act, 2011, the Commission has taken note of complaints circulating in the public domain concerning the absence of reliable water supply in Ngumo Nera Estate from January 2026 to date,” the statement read.
The Commission noted that under Section 8 of the Act, it is empowered to investigate complaints of maladministration in public institutions, including failures in service delivery.
Preliminary reports indicate that residents had previously raised concerns about irregular water supply and low water pressure. According to the statement, “only a small proportion of households receive water while the majority remain without supply for extended durations” during rationing periods.
Residents said the situation has worsened over the past month, with water either failing to flow entirely or being available at very low pressure, making it insufficient for domestic use. While officials from the water company have visited the estate, residents report that they have not received clear information on the cause of the problem or when normal supply will resume.
“Residents indicate that they have not received clear information on the nature of the problem, the progress of repairs, or a definite timeline for restoration of the service,” the Commission added.
Before the disruptions began, households generally received water two to three times a week. Despite continued billing, supply has either stopped or remained extremely limited. The Commission also pointed out that aging or compromised water infrastructure may be contributing to the challenges.
The Ombudsman emphasized that access to water is a constitutional right, noting that “Article 43(1)(d) of the Constitution of Kenya, 2010, guarantees every person the right to clean and safe water in adequate quantities.”
In its inquiry, the Commission is seeking explanations on the cause of the disruption, the steps taken to restore supply, whether alternative measures like water bowsers were provided, communication with residents, and long-term plans to prevent future shortages.
The shortage comes amid wider water supply disruptions in Nairobi, as heavy rains and flooding have damaged key pipelines. In a customer notice on March 7, the Nairobi City Water and Sewerage Company said flooding had affected pipelines serving Buruburu, Kariobangi, Dandora, Eastleigh, and parts of Mathare.
“Heavy rains from last night and consequent flooding have damaged several water distribution lines,” the company stated, adding that technical teams were on-site assessing the damage and carrying out repairs and debris removal to restore normal supply as quickly as possible.
