The latest Water Services Regulatory Board (WASREB) IMPACT 18 Report has reaffirmed the importance of strong governance, sound management and a performance-driven organisational culture in delivering quality water and sanitation11 services. The report ranked Nakuru Water and Sanitation Services Company (NAWASSCO) first nationally with 171 points, while Nyeri Water and Sanitation Company (NYEWASCO) closely followed in second place with 170 points out of a possible 200. NYEWASCO also emerged as Kenya’s best-performing utility in Non-Revenue Water (NRW) Management and Pro-Poor Services.
The annual IMPACT Report provides an independent assessment of Water Service Providers across Kenya, evaluating performance in areas such as service delivery, governance, financial sustainability, operational efficiency and customer service. The assessment promotes transparency and accountability while providing customers, county governments and development partners with an objective measure of how effectively utilities are delivering their mandate.
Consistent high performance is built over time through deliberate planning and a culture that values accountability, innovation and continuous improvement. At NYEWASCO, employees across the organisation work towards shared performance targets, embracing technology and best practices to improve service delivery. This organisational culture has enabled the Company to remain responsive to customer needs while maintaining high operational standards.
Another key contributor has been the strategic allocation of resources. The Company has consistently invested in initiatives that deliver measurable improvements in efficiency and customer service. Resources have been prioritised towards infrastructure development, preventive maintenance, digital technologies, meter management, staff capacity development and customer support. This approach ensures that investments are aligned with strategic objectives and generate long-term value for both the utility and its customers.
One of the most significant indicators assessed in the IMPACT Report is Non-Revenue Water (NRW), which refers to treated water that is produced but does not generate revenue due to leaks, illegal connections, meter inaccuracies and other system losses. Sector-wide NRW increased from approximately 44% to about 48% during the 2024/25 financial year, remaining well above the recommended benchmark of around 20%.
Against this backdrop, NYEWASCO recorded an NRW level of 17.09%, earning recognition as the country’s leading utility in NRW Management for the eighteenth consecutive year. This has been supported by continued investment in District Metered Areas (DMAs), proactive leak detection, meter testing and calibration, pressure management and digital monitoring to improve the efficiency of the distribution network.
The Company’s recognition in Pro-Poor Services highlights its commitment to expanding access to safe water and sanitation for vulnerable and underserved communities. Through affordable connection initiatives, expansion of water kiosks, extension of distribution networks and implementation of the Upscaling Basic Sanitation for the Urban Poor (UBSUP) programme, NYEWASCO has continued to improve access to essential services while contributing to better public health and inclusive socio-economic development.
The national recognition complements the Company’s growing regional profile. Earlier this year, NYEWASCO was named the Best of the Best Performer in Multi-Country Benchmarking by the ESAWAS Regulators Association. The award reflects the Company’s commitment to continuous learning, innovation and benchmarking against regional best practices.
Maintaining this level of performance requires resilience, particularly as water utilities continue to face challenges such as ageing infrastructure, rising treatment and energy costs, climate variability, vandalism and increasing demand for water services. NYEWASCO’s performance demonstrates that strong leadership, prudent resource allocation and a committed workforce can deliver sustainable improvements even in a challenging operating environment.
Performance assessments such as the IMPACT Report are important because they encourage continuous improvement while providing an independent measure of service delivery. For NYEWASCO, the latest recognitions reflect an ongoing commitment to improving operational performance, expanding access to essential services and managing water resources responsibly. Ultimately, their value is reflected in what matters most to customers; reliable, safe and sustainable water and sanitation services.
