Kenya Power to Close All Physical Payment Counters by June 2027

Kenya Power will close all its remaining physical payment counters in banking halls by June 2027. The move forms part of the utility’s broader push toward digital service delivery as customer numbers grow.

The transition will happen in phases. Counters in Nyeri, Thika and Kisii will shut by the end of June 2026. Those in Nakuru, Eldoret and Kisumu follow by December 31, 2026.

Nairobi’s Electricity House and Stima Plaza along with the Mombasa office will be the last to close by June 30, 2027. The counters handle bill payments and other services.

The decision responds to a sharp rise in digital channel usage. Most of Kenya Power’s 10 million customers now prefer mobile money, online portals and other electronic options. Officials say this shift has made physical counters less necessary.

The company has invested heavily in digital infrastructure over recent years. Customers can now pay bills through mobile apps, bank transfers and authorised agents. The changes aim to improve efficiency and reduce operational costs.

Spokesperson for the utility emphasised the need to align services with customer behaviour. Many Kenyans already handle electricity transactions without visiting offices. Full digitisation should streamline processes for both the company and users.

Some customers may face initial adjustments. Those without easy access to digital tools or who prefer in-person service will need alternatives. Kenya Power has not detailed specific support measures for vulnerable groups.

The phased rollout gives time for adaptation. Earlier closures in smaller towns will test the system before major urban centres follow. Officials expect minimal disruption if digital uptake continues.

Kenya Power serves millions across the country. Reliable electricity remains critical for households and businesses. The digital focus comes amid ongoing efforts to improve billing accuracy and reduce losses.

This latest step fits wider government digital transformation goals. Similar shifts have occurred in other public utilities and services. The utility will likely communicate further details on support and alternatives as deadlines approach.