The Kenya Power and Lighting Company (KPLC) has asked customers who have relocated to new houses to update their contact details to avoid receiving electricity bills and alerts linked to their previous premises.
In a message to customers, the power distributor urged those who have changed residences to notify the company so its records reflect their current homes.
“Dear Customer, have you moved house? Update your contact details with Kenya Power to stop receiving bills and alerts for your previous premises and receive notifications for your current home,” the message read.
KPLC further advised customers seeking to update their information to contact its customer care department through email.
“Email [email protected] to request an update,” the company stated.
The notice reminds electricity customers to keep their account information up to date whenever they change residences.
Why KPLC Wants Customers to Update Their Details
Keeping contact details up to date ensures customers receive electricity bills and important notifications linked to their current residences.
This prevents them from continuing to receive communications meant for houses they have already vacated.
Customers who move without updating their records may continue to receive electricity-related messages linked to their former premises, depending on how their accounts are registered.
For those whose phone numbers remain linked to postpaid electricity accounts, this could mean receiving payment reminders and bills for premises they no longer occupy. It may also create confusion over outstanding bills, particularly where a new tenant has moved into the property.
The issue also affects customers who rely on Kenya Power’s SMS and email alerts for service updates. These include notifications about scheduled power interruptions, emergency outages and other electricity-related announcements.
Where a customer’s contact details are not updated, they may miss important notifications concerning their new residence.
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How to Update Your Details With Kenya Power
Customers who have relocated and wish to update their information can contact Kenya Power through its customer care email address, [email protected].
The request should include the customer’s full name as it appears on their National ID, a copy of their National ID or passport, the previous meter or account number and the new meter or account number at their current residence.
Customers should also provide their active phone number and current email address to ensure future bills and electricity notifications reach them.
They may also need to provide proof of occupancy at their new residence, such as a lease agreement, tenancy letter, or title deed.
When sending the request, customers can use the subject line: Request for Contact Details Update (Meter Number) to identify the purpose of their email.
Also Read: Who Runs Kenya Power? Full List of KPLC Top Leaders
What to Know About Electricity Meter Relocation
Separately, Kenya Power has a process for customers who need to physically move their electricity meters because of construction, renovations or safety concerns.
Unlike updating contact details after changing residences, meter relocation involves moving the equipment to a different location.
The process requires an application to Kenya Power, followed by a technical assessment to determine whether the proposed location meets the company’s safety requirements.
Depending on the assessment, customers may receive a quotation for the work before the relocation is carried out.
Customers should therefore distinguish between updating their account information after moving houses and applying to have an electricity meter physically relocated.
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