Wakiso

Umbrella of Water and Sanitation Central is a water authority operating and managing 84 piped water supply systems in the Central region and parts of Bunyoro Sub-region in Uganda. We serve a population of 1.961.000 people in 946 villages. With over 1,217 unserved villages, our service coverage is expected to triple in the next three years.

We currently manage over 35,567 connections in the 26 districts of Kalangala, Nakasongola, Kayunga, Mityana, Lwengo, Masaka, Mukono, Bukomansimbi, Buvuma, Kalungu, Rakai, Luwero, Nakaseke, Buliisa, Masindi, Lyantonde, Sembabule, Kiryandongo, Kiboga, Kyotera, Butambala, Mpigi, Buikwe, Kyankwanzi, Wakiso and Gomba.

Initially, regional structures of the Ministry of Water and Environment called Umbrella Organizations were established to support operation and maintenance of piped water supply schemes in small towns and rural growth centers, they were mandated to support all piped water schemes, urban or rural. Under the reforms, umbrella organizations were gazette as Water Authorities to directly manage water supply systems that were previously under local government management. Umbrella organizations have now taken over management of most of the water supply systems across the country, but for systems still under local government management, umbrella organizations are still providing O&M support.  Central Umbrella of Water and Sanitation was gazette into a Water Authority in August 2017 to carry out direct management of small towns.

The Central Umbrella Senior Management team led by the Umbrella Manager acts on behalf of the Board of Directors and provides oversight to the daily Commercial, Technical and Administrative Operations. To optimise performance monitoring, The Umbrella adopted the Cluster management model which structures the Umbrella into four clusters led by Cluster Managers.

The Central Umbrella manages 84 water supply schemes which include; Kyatiri, Bwijanga, Bujenje, Kabango, Biiso, Kihungya, Wanseko, Butiaba, Builiisa, Ngwedo, Kazwama, Migeera- Nabiswera, Katugo, Kalungi, Kakooge, Nakayonza, Bamunanika, Kiwoko-Butalangu, Kikyusa, Namulonge-Kiwenda, Namasumbi, Busiika-Bugema, Ngoma, Sekanyonyi, Masulita, Busunju, Kiryokya, Namayumba, Matte, Zigoti, Bujuko, Jezza, Banda, Lwamata, Kiboga, Butemba, Ntwetwe, Nkandwa, Misago, Kiryanongo, Kirokola, Kabasanda, Kasanje, Katende, Kamengo, Nakawuka, Senyi, ,Matale, Nangunga, Ssi, Kiyindi, Najja, Mpogo, Tojjwe, Buvuma, Mubaale, Nakifuma, Mayangayanga, Kalagi-Kabembe, Nagojje, Kayunga, Kanjuki, Kyanya, Kyampisi, Namulanda, Kangulumira, Suuka, Nazigo, Nakirubi, Bigasa, Butenga, Bukomansimbi, Kyamulibwa, Kakyanga, Kamuzinda, Lwanda, Buyamba, Lwamaggwa, Nkoni, Kasensero, Ngoma, Nakayonza, Nakirebe and Lwemiyaga water supply system.

Of these, Lwamata in Mityana District, Kabasanda in Butamba and Senyi water supply system in Buikwe are gravity flow in nature whereas the rest are pumping systems. 16% of our water sources use solar energy.

A.   Customer services: How to apply for a connection, payment methods (MTN, Airtel, banks), FAQs.

To apply for a new connection: 

• Pick an application form from any of our area offices for free.

• Fill in your name, place of residence, contact details and NIN number.

• Attach a passport photo and National ID.

• Attach a letter from the LC1 Chairperson if you do not have an ID.

• A verification will be made to ascertain if you qualify.

• Make your payment and your connection will be made within a period of 14 days.

Our connection fees:

A customer is expected to pay 220,000/= for a new connection excluding piping and trenching fees 3,500/= which are charged per meter depending on the distance of the customer from the tapping point.

How to pay:

To pay your water bill dial *165# or *272# to pay on mobile money or go to your nearest Cente Agent or Centenary Bank with our Account number- 3100017959

To report a leak or burst or for any service inquiry call our toll-free number- 0800 202210

Our Tariffs:

We offer a competitive tariff for the communities gazetted to our management. For every 1000ltrs of water or 50 jerricans a customer pays 2,990UGX.  We charge 2,120UGX at a public tap for every 1,000ltrs of water.

Our customer service commitments: 

• Water Quality: We will meet National drinking water standards.

• New Connections: We will install your new connection within 14 days of Application.

• Convenient and Affordable bill: We guarantee the lowest tariff and flexible payment options.

• Customer focus: We will listen to our customers and respond within 2 days. 

• Continuous supply: We will resolve any service interruption within 2 days.

• Customer Equity: We offer our services customised to the needs of everyone within our service areas.      

Water Quality Compliance: 

We are committed to meeting national water quality standards. We ensure that all water is tested for physiological and bacteriological properties.

Toilet Emptying services:

We provide toilet emptying services for households, institutions, hospitals, schools, industries at affordable fees. Our charges range from 250,000/= to 600,000/= depending on the distance of the customer to the dumping site. We have four faecal sludge treatment facilities in Kyotera, Kiboga, Kayunga, Nakasongola districts under our management with cess pool trucks deployed to serve the wider communities in the mentioned districts.

NRW levels, uptime %, billing stats, complaints handled

 Like other water utilities, NRW is still a major challenge in Central Umbrella’s operations being majorly attributed to leakages and bursts. Leakages can’t be prevented entirely, but can be minimized by adopting cost-effective leakage management activities. The Central Umbrella with support from WSUP received support to manage NRW for 3 pilot schemes; KKN, Kiboga and Kikyusa. This support was in the form of leak detection tools, trainings for key technical and nontechnical staff as well as community awareness campaigns among others. The Central Umbrella has since rolled out the same interventions to other schemes by forming a NRW management unit that conducts quarterly NRW audits for schemes that have high NRW.

Our interventions:

The observed average NRW of 36% underscores the need for targeted interventions to meet the set target of 28%. The audit approach has pushed the Umbrella on a progressive journey of NRW reduction which is expected to improve revenue collection in the long run.

Community & CSR: Awareness campaigns, trainings, partnerships, gender & youth engagement.

Title: WSUP 2-year support Program: NRW Trainings and Community awareness campaigns in Kiboga, Kikyusa and KKN water supply systems

 Under Water and Sanitation for Urban Population’s (WSUP) 2-year support program, WSUP supported the Central Umbrella to conduct non-revenue water community awareness campaigns in three towns; KKN, Kiboga and Kikyusa water supply systems. The campaign was focused on creating awareness on non-revenue water with an aim of improving trouble shooting and reporting of water losses in the form of leaks, bursts and water theft. The campaign entailed trainings for the field staff and community meetings with local government leaders at local council and district level as well as the local communities. WSUP also provided the Central Umbrella with leak detection tools which has made leak detection quicker and easier.  Through the campaign, the Umbrella managed to not only investigate non-revenue water but to stimulate the community’s collective responsibility to safeguard the system and to report water theft and illegal connections. As a result of the campaigns, a back log of 315 pending connections for Mayangayanga scheme were completed, 287 meters in Kabembe-Kalagi which had accumulated arrears due to service charge and VAT were verified.

Title: Water for People funded sanitation marketing campaigns in Kyotera, Kiboga, Kayunga and Nakasongola towns.

With four faecal sludge treatment facilities under its management, the Central Umbrella still faces challenges of generating volumes of sludge from the communities. To bridge this gap, Water for People Uganda through the Sanitation and Hygiene fund supported the Central Umbrella to establish a call centre to improve on access to sanitation services in the region. This support was extended to include marketing campaigns in the four towns of Kyotera, Kiboga, Kayunga and Nakasongola. The campaign focused on creating awareness for the call centre hotline in order to link customers to toilet emptying services. Through road drives, Radio talk shows, adverts and community meetings, we believe that we are coming close to our goal where everyone can enjoy a clean and safe toilet.

Title: Koken iTap “Amazzi G’abonna” Project

Koken Boring Machine Co., Ltd in collaboration with the Central Umbrella of water and sanitation are conducting a pilot project utilising the electronic prepaid system (iTap) for public taps in Kayunga District. The iTap is an electronic payment public stand tap equipped with electronic money chargers in kiosks run by RFID (Radio Frequency Identification) cards and a remote monitoring system.
 
 The main objective of the project is to solve problems related to public taps and improve resident’s water access rates and sanitation. The project is currently being piloted in Kayunga Town council and will benefit over 1000 residents in the area of Kayunga main market. 5 iTap kiosks were installed in the first phase and the customers pay a purchase price of 100ugx per 20ltr. Jerrycan. Among the many benefits, the iTap provides 24/7 water purchase even without a tap attendant, offers a cashless system, reduces labour for drawing water for the customer and will consequently reduce local waterborne diseases and improve revenue for the Central Umbrella. Koken is supporting the CentralUmbrella in realizing its promise of safe water supply 24/7.

Title: Pilot of the Sunda Pre-paid metering system Project in Gobero, Masulita, Jezza-Muduma and Matte water supply systems.

Central Umbrella in partnership with Sunda Technologies is piloting a prepaid water metering system for public taps in Gobero, Masuulita, Jezza-Muduma and Matte water supply systems in Wakiso and Mityana districts for 6 months with an aim of operationalising dormant public taps. Through the prepaid metering system, tags are provided to each household after the SUNDA unit is installed in the community. Water users can obtain water by inserting the tag, which has a water balance paid for in advance via mobile money. A Sunda public tap charges only 20UGX for a 20ltr. jerrican of water. Initially, the communities encountered various challenges affecting access to safe and affordable water; Public taps were hard to access due to early closure, the taps were being abandoned by the attendants due to the accrued bills and the locals were being charged between 200-500 Uganda shillings for a jerrican water which was isn’t affordable by a low-income earner. The SUNDA project provides a pro-poor approach to service delivery while enabling 24hr access to water. 8 SUNDA public taps have been installed so far in the four villages benefiting about 400-800 households.

Title: Uganda Water and Environment week 2025.

As a water utility, climate change presents significant challenges in sustainable water supply to areas affected by prolonged droughts and dry spells. The Annual Uganda Water and Environment week provides a unique platform for key sector players to promote sustainable practices for water management and environmental conservation. The 2025 theme; Water and Environment resources for enhanced resilience and improved incomes and livelihoods triggered action towards building resilience for affected communities.  This year, The Central Umbrella focused on three areas that face unique and pressing challenges in water and environmental management; Buliisa, Biiso and Butiaba. Due to climate change, Buliisa suffers drought leading to severe water scarcity, especially for cattle-keeping families who must trek long distances for water. The district's relatively flat terrain and low slopes also makes it highly vulnerable to flooding during heavy rains, which can lead to loss of life and damage to infrastructure, such as power lines.

Central Umbrella’s contributions to the 2025 UWEWK (Uganda water and Environment Week) national and regional celebrations were centred on intensifying engagement of key stakeholders to strengthen participation, educate the community and create awareness for the impacts of climate change that would trigger community action. Led by the Walker’s Association, the Umbrella joined the walkers on a 317km walk from Buliisa District to Parliament. The team made stopovers in the towns of Buliisa, Biiso, Butiaba and Nakasongola districts conducting community engagement meetings, sensitising schools and different institutions on environmental conservation, planting trees, donating sanitation facilities such as dustbins and handwashing facilities and promotional toilet emptying services to key institutions.

Title: Umbrella of Water and Sanitation launches call centre. 

The Ministry of Water and Environment Assistant Commissioner, Urban Water and Sewerage services department, Eng. Dr. Felix Twinomucunguzi officiated the launch of the Central Umbrella Call Centre on the 18th December 2024. The call centre was established with support from Water for People Uganda through the Sanitation and Hygiene Fund to link customers to sanitation services in the region.   The call centre will not only improve access to toilet emptying services but also improve management of water service emergencies, improve customer satisfaction and ensure proactive customer engagement.

Title: Umbrella of Water and Sanitation-Central launches a new Performance Improvement Program.

Umbrella of Water and Sanitation-Central launched a new Performance Improvement Program dubbed WAVE for the financial year July2025-June2026. The program will focus on addressing performance gaps in Non-Revenue Water (NRW), New Connections, Staff Productivity, Operating Cost Ratio, Debt Age, Customer Care and culture. The program is designed to strengthen performance, efficiency, and accountability in water service delivery. By focusing on core operational and customer-cantered indicators, Central Umbrella seeks to improve financial sustainability, enhance service quality, and promote a culture of responsibility within the organization and communities it serves. The launch was concluded with signing of MOUs between the Umbrella Manager, Division Heads and Area Managers.

Title: Handover of Nakayonza Water supply system to Central Umbrella.

Ministry of Water and Environment through Water for Production department implemented a multipurpose water for production system in Nakayonza-Nakasongola district. The system is aimed at enhancing livestock development and productivity aimed at improving the livelihoods of people stressed by water accessibility and availability. The beneficiary communities include; Nakayonza, Namato, Kirenge and Kaganja villages.  The system was handed over to Central Umbrella of Water and Sanitation for operation and management on the