Kenya Power has explained two billing disagreements by customers that temporarily led to the halting of operations at its Naivasha and Roysambu offices on Wednesday, November 11 2026 after videos of the respective occurrences emerged online.
According to a statement released by the campany on Thursday, the Naivasha row related to illegal power connections found in January 2026 when power was said to have been taken through a damaged cable, leaving consumers without a meter.
The supply was disconnected by Kenya Power after an independent audit also proved the anomaly. The customer is said to have admitted the anomaly and signed the documents before the electricity was billed for off the metering. The consumer then defaulted on the flexible payment plan.
The firm said at its Roysambu offices that the issue stemmed from a dispute over an accumulated power bill after an inspection revealed something was amiss with the client’s meter. A new meter was fitted and the subsequent bills were based on monthly average usage of the new meter as required by the law.
The utility revealed that it had already gotten in touch with the Roysambu customer and is in conversation with him to bring an amicable conclusion to the issue.
Kenya Power urge public to raise bills and meter issues through its service channels like *977# or through the MyPower App but cautioned members of the public against causing disruptions at its offices.
