GWL Splits Greater Accra Operations into Six Regions to Improve Customer Service

Ghana Water Limited (GWL) has restructured its distribution operations in the Greater Accra Region, dividing the existing three regions into six smaller ones. The restructuring, effective June 1, 2026, has created Tema West, Tema East, Accra West, Accra South, Accra East, and Accra North regions. The Public Relations Manager of Accra East Region, Nana Yaw Barima Barnie, stated that smaller regions are easier to manage and allow the company to respond better to customer concerns.

The Accra East Region, previously comprising 11 districts, has been reorganized into five districts - Accra East, Accra North, Accra Central, Dome, and Kwabenya. Despite the restructuring, Accra East remains the largest region in terms of revenue collection and customer base. Despite the reorganisation, Accra East remains the largest region within GWL in terms of revenue collection and customer base.

Nana Barnie explained that the restructure is part of broader efforts by the company to improve customer engagement and operational efficiency. Water rationing is still necessary due to high demand exceeding supply, with communities assigned rationing schedules to plan and store water. Intermittent supply disruptions are caused by planned maintenance, burst pipelines, and equipment repairs.

GWL urges households to maintain water storage capacity to cope with temporary interruptions. The company faces challenges with outstanding water bills and illegal connections, which it addresses through regular revenue mobilisation exercises and home visits to encourage bill payments. Customers with disconnected supplies face reconnection fees upon restoration.

GWL has introduced electronic systems for meter reading and billing, with Customer Care Assistants using mobile devices to record readings and take photos. Customers now receive electronic bills and have access to payment histories and the ability to make electronic payments via the GWCL Customers App or USSD services. New service connections can now be applied for online, with customers required to provide accurate GPS information to avoid complications during installations.