Plot 14/16, Maruzi Road P.O. Box 381 Lira City, Uganda, Lira

The Northern Umbrella of Water and Sanitation (NUWS) is a regional public water utility dedicated to ensuring that every person in Northern Uganda has access to safe, reliable, and affordable water supply and sanitation services.

Established under the Ministry of Water and Environment (MWE), the Northern Umbrella of Water and Sanitation (NUWS) currently manages 102 piped water supply systems directly, while providing technical backstopping and institutional support to over 100 additional systems across Northern Uganda. Through its integrated service delivery model, NUWS ensures reliable access to safe, affordable, and sustainable water services for more than 2.8 million people in northern Uganda including both host and refugee communities — fostering public health, social well-being, and regional development.

The utility operates across 29 districts in the sub-regions of Lango, Acholi, and West Nile. NUWS primarily focuses on systems in Small Towns and Rural Growth Centres that are not gazetted to the National Water and Sewerage Corporation (NWSC), with the core objective of improving functionality, accessibility, reliability, and affordability of water supply and sanitation services.

NUWS offers several services geared towards providing sustainable, inclusive, and reliable water and sanitation solutions across Northern Uganda. These services are designed to enhance water coverage, improve service quality, and ensure the long-term sustainability of water infrastructure.

• Operation & Maintenance: Ensures reliable water supply through efficient network operation and rapid response to breakdowns.
• Water Quality Management: Provides safe, potable water in compliance with national and WHO standards.
• Technical & Institutional Support: Strengthens local Water Boards, operators, and ungazetted systems with best practices.
• Infrastructure rehabilitation and expansion: Designs, and upgrades water and sanitation systems with climate-resilient solutions.
• Customer Service & Billing: Manages connections, billing, and feedback while promoting responsible water use.
• Environmental & Resource Management: Protects water sources and integrates sustainable practices across operations.
• Sanitation & Hygiene Services: Supports safe sanitation facilities and hygiene promotion to reduce waterborne diseases.
• Planning, Monitoring & Reporting: Tracks coverage, monitors system performance, and provides transparent reporting.
• Emergency & Humanitarian Water Services: Rapidly deploys water services in refugee settlements and disaster-affected areas.

• Population Served: 2.8 million people
• Functional Systems: 102
• Active Service Connections: 21,800
• Functionality Rate: 90%
• Water Quality Compliance: 98% (free residual chlorine ≥ 0.2 mg/L; turbidity ≤ 5 NTU; zero E. coli)
• Solar-Powered Schemes: 75% of total systems
• Local Employment: Over 300 operators and caretakers engaged

NUWS Customer Service Commitment

At the Northern Umbrella of Water and Sanitation (NUWS), we are committed to treating all customers fairly, equitably, and without discrimination. Our goal is to ensure that our services and products remain accessible, affordable, and reliable to every individual and institution within our service areas.

We continuously strive to deliver high-quality and dependable water supply services that meet the diverse needs and expectations of our customers. NUWS maintains strong customer service standards by responding promptly to inquiries, service requests, and complaints. We aim to resolve any issues efficiently and transparently to ensure customer satisfaction and trust.

Our team is also dedicated to supporting community growth through the provision of new water connections and system extensions, which enhance access to safe water and contribute to our overall business expansion and sustainability.

New Water Connections

NUWS is committed to expanding access to safe and clean water for all Ugandans within our operational areas. Customers seeking a new water connection are encouraged to visit the nearest NUWS branch office to initiate the application process.

We provide connections to all eligible applicants who meet the standard requirements outlined below:

Requirements for a New Connection

i.         Duly completed application form accompanied by the following documents:

o   Proof of property ownership or tenancy

o   National Identification Card (ID)

o   One recent passport-size photograph (or institutional stamp for corporate or institutional applicants)

ii.         Written consent from the landlord (if the applicant is a tenant) or from a trustee (if the applicant is a minor).

iii.         Written permission from the property owner if the service line is required to pass through another person’s land.

Connection Process

i.         Application Submission – The customer completes and submits the application form with all the required documents.

ii.         Site Assessment – A NUWS plumber conducts a technical assessment at the applicant’s premises, measuring the distance (up to 50 meters) from the main service line to the proposed tap location. The plumber also verifies the presence of an appropriate sanitation facility.

iii.         Quotation Preparation – Based on the site assessment, a quotation for the materials and connection costs is prepared and shared with the customer.

iv.         Payment – The customer makes a standard connection fee payment of UGX 150,000 through Centenary Bank (Account Number: 3100091183) or via mobile money: MTN: Dial *165# → Select (4) Payments → (1) Utilities → (4) UWSS Water → Enter Account Number → Enter Amount → Confirm with PIN or Airtel: Dial *185# → Select (4) Pay Bill → (2) Water → (3) UWSS → Enter Account Number → Enter Amount → Confirm with PIN.

v.         Connection Installation – Upon confirmation of payment, NUWS connects the customer within fourteen (14) working days.

Performance Dashboard

1.2 Performance Contract Framework

The Performance Contract (PC) derives its legal basis from Section 48 of the Water Act, Cap. 152, Laws of Uganda (2000), which mandates the Minister for Water and Environment to enter into a performance contract with the Northern Umbrella of Water and Sanitation (NUWS). This contractual arrangement outlines the specific terms of reference for the Authority, the duration of the agreement, and the assets and facilities entrusted to the NUWS for management and operation.

In line with the provisions of the Act, the NUWS is obligated to submit periodic performance reports to the Minister, demonstrating compliance with both the Government of Uganda Performance Contract (PC) requirements and the regulatory standards set forth under the Water Act.

The Performance Contract serves as a critical governance and accountability instrument that:

• Formalizes the agreement between the Umbrella Manager and the Minister for Water and Environment;
• Establishes an accountability and performance framework, including target setting, measurement of results, and clear delineation of roles and responsibilities for each Umbrella Authority (UA);
• Introduces commercial and business planning principles to enhance efficiency, sustainability, and financial viability within the Umbrella Authorities;
• Strengthens coordination, communication, and reporting mechanisms across the UAs and with the Ministry.

1.3 Quarterly Performance Monitoring Methodology

The Quarterly Performance Monitoring and Evaluation (M&E) exercise involves systematic collection, analysis, and verification of data on key performance indicators (KPIs) aligned with the established M&E framework. The process ensures evidence-based performance assessment and supports continuous improvement in service delivery.

Primary data sources include the Ministry of Water and Environment’s Utility Performance Monitoring and Information System (UPMIS) and the Pegasus Billing System, which provide reliable datasets for performance tracking.

The NUWS routinely monitors the following core KPIs on a quarterly basis:

• Volume of water produced;
• Water supplied and sold;
• Non-Revenue Water (NRW);
• Number of active and new connections;
• Revenue collection efficiency; and
• Operational and financial performance metrics, among others.

This structured monitoring approach enhances transparency, supports decision-making, and ensures alignment with national performance benchmarks and the broader sector development objectives.

Complaints Management

Effective complaints management is a cornerstone of customer service excellence and a key driver of customer satisfaction, trust, and loyalty. The Northern Umbrella of Water and Sanitation (NUWS) is committed to providing reliable and high-quality services at all times, while ensuring that customer concerns are addressed promptly, fairly, and transparently.

Customers can lodge complaints or make inquiries through multiple channels:

• Toll-Free Line: 0800 200045 (available 24 hours a day);
• Email: umbrella.north@gmail.com;
• Physical Visits: Customers are welcome to visit any of our customer care desks at branch or area offices during official working hours.
• Complaints Registers: Each branch maintains a complaints register where customer issues are recorded for follow-up and resolution.

For cases where a customer is not satisfied with the resolution provided at the area or branch level, the matter may be escalated to the Head Office, located at Plot No. 14/16 Maruzi Road, Lira City, for further review and redress.

Overview of the Complaints Handling Process

The NUWS applies a structured and customer-centered approach to complaints management, guided by principles of fairness, responsiveness, and accountability. The process includes:

1. i.         Active Listening: Customer service staff listen attentively and courteously, allowing customers to express their concerns fully without interruption.
2. ii.         Acknowledgement and Empathy: Staff demonstrate understanding and empathy by acknowledging customer concerns and validating their experiences.
3. iii.         Complaint Registration: Each complaint is formally recorded in the branch complaints register or digital log to ensure proper tracking and accountability.
4. iv.         Investigation: A thorough investigation is conducted to establish facts, assess the root cause, and determine the most appropriate resolution.
5. v.         Communication: Customers are kept informed throughout the resolution process, with clear and timely updates provided at each stage.
6. vi.         Prompt Resolution: Every effort is made to resolve complaints quickly and effectively, followed by feedback to the customer on the outcome.
7. vii.         Continuous Improvement: Data from complaints are analyzed periodically to identify recurring issues, inform service improvements, and strengthen customer relations.

This structured approach reinforces NUWS’ commitment to customer care, transparency, and service quality, ensuring that all feedback contributes to continuous improvement in water and sanitation service delivery across the region.