Kenya Power to End Use of Banking Hall Payment Counters Across the Country

Kenya Power has announced plans to close remaining payment counters in its banking halls across the country by June 2027 as part of its Twende Digital campaign.

In a statement dated June 8, 2026, Kenya Power said the decision follows an increase in the use of digital payment and service platforms, which currently facilitate more than five million customer interactions every month.

“Kenya Power has announced plans to progressively close all remaining payment counters in its banking halls by June 2027 following a sharp rise in the use of digital platforms, which now account for more than five million customer interactions every month,” read part of the statement.

The company added that the transition to fully digital payments will be implemented in three phases over the next year.

Kenya Power to Phase Out Payment Counters in Three Phases

According to Kenya Power, the first phase will see the closure of payment counters in Nyeri, Thika, and Kisii by June 2026.

The second phase will involve the closure of counters in Nakuru, Kisumu Electricity House, and Eldoret by December 31, 2026.

In addition, the final phase will conclude with the closure of payment counters at Nairobi Electricity House, Stima Plaza, and Mombasa Electricity House by June 30, 2027.

“The transition to fully digital payments will be carried out in three phases, beginning with the closure of the Nyeri, Thika, and Kisii offices by June 2026, followed by Nakuru, Kisumu Electricity House, and Eldoret by 31st December 2026, and concluding with the Nairobi Electricity House, Stima Plaza, and Mombasa Electricity House by 30th June 2027,” read part of the statement.

The company said customers will continue accessing services through its digital platforms as it phases out physical payment counters.

Also Read: Kenya Power Forced to Ration Electricity Supply Amid Shortages

Staff to Be Redeployed After Payment Counter Shutdown

Kenya Power noted that employees currently working at the payment counters will not lose their jobs but will instead be redeployed to strengthen customer service and customer education efforts.

The redeployment forms part of the company’s Twende Digital campaign, which seeks to encourage more customers to adopt digital channels for payments and service requests.

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Additionally, Kenya Power plans to roll out an internal customer experience transformation programme targeting more than 1,500 front-facing employees across the country.

Acting Managing Director and Chief Executive Officer Jeremiah Kiplagat, speaking during the launch of the Customer Experience Roadshows at Stima Plaza in Nairobi, said the move reflects the company’s commitment to becoming a more accessible, responsive, and innovative utility provider.

“Since the introduction of these digital solutions, we have witnessed a remarkable 70 percent reduction in customer traffic within our banking halls. This is a clear indication that our customers are ready and willing to transition to digital service channels,” said Kiplagat.

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