In the dusty backstreets of many Kenyan towns, a common frustration echoes among residents of informal settlements — the taps are dry, or they’ve never existed. Despite rapid urbanisation, thousands of low-income households in Kenya’s cities and towns still lack reliable, safe, and affordable water.
But behind the scenes, a quiet revolution is taking place not by digging more boreholes, but by fixing the way water utilities work.
WSUP has been partnering with Kenyan utilities like Nakuru Water and Sanitation Services Company (NAWASSCO) and Naivasha Water and Sanitation Company (NAIVAWASCO) to address the real root of poor water access: weak utility systems. Through targeted reforms in governance, management, and pro-poor service models, WSUP is helping bring water closer to the people who need it most.
Beyond pipes and pumps
“People often think the solution is just about building more infrastructure,” says Antony Ambugo, WSUP Kenya Country Manager. “But if the systems to run and maintain that infrastructure are broken, the taps still won’t work.”
In Nakuru, for example, WSUP has worked closely with NAWASSCO to improve billing systems, reduce water losses, and plan more inclusive water services. This means less non-revenue water, he water that’s produced but lost due to leaks or illegal connections, and more water reaching paying customers, including those in informal settlements.
One major focus has been on capacity building. WSUP supports utility staff with training in financial planning, data management, and customer service. By improving how utilities operate internally, the results show externally, in better service, more trust from communities, and a stronger business case for investment.
Reaching the low-income communities
The real winners of these reforms are low-income urban residents, especially those in informal settlements. Historically, many utilities viewed informal areas as “unbankable” or “too risky” to serve. WSUP’s work helps change that narrative.
Through initiatives like pro-poor mapping, block tariff structures, and delegated management models (where residents help run and monitor water kiosks), utilities can now serve these communities in ways that are both affordable and financially sustainable.
“When you improve how a utility is managed, it becomes easier to extend services to the poor and to keep those services running,” says Ambugo.
Mr Maina from NAWASSCO supervises the connection of a sewer line in Githima.
Unlocking funding for the future
Reforming utilities isn’t just about service delivery; it also opens doors to funding. As Kenya increasingly faces the impact of climate change, from water scarcity to flooding, utilities need to become more resilient and financially sound to tap into climate finance and other global funding mechanisms.
“Efficiency and inclusivity are not just good practice, they’re essential if our utilities are to attract the kind of financing that can sustain long-term improvements,” explains Ambugo. “We’re helping Kenya’s water providers not just survive, but become investable.”
Aligning with Kenya’s vision
This push for better-run water services aligns with Kenya’s Vision 2030 and global goals such as SDG 6, which aims to ensure the availability and sustainable management of water and sanitation for all.
It also ties directly into WSUP’s broader mission: to unlock influence and investment by helping cities become more inclusive, resilient, and accountable to their poorest residents.
While new pipes and boreholes might make headlines, the less visible but equally important work of reforming utility management is what makes clean water flow every day.
As Kenya continues to urbanise, organisations like WSUP are proving that good governance, strong systems, and inclusive planning are not just nice-to-haves; they’re the foundation of water for all.
“As long as utilities are strengthened and supported to serve everyone, even those in informal settlements, we can achieve real transformation,” says Ambugo. “Because when utilities work better, every household from the centre of town to the edge of the slum has a better chance at turning on the tap.”