Water technology firm Helcraw Water has laid out an ambitious game plan to overhaul Harare’s struggling water system, positioning smart metering and infrastructure rehabilitation at the centre of efforts to restore efficiency, improve revenue collection, and stabilise supply. The programme, being implemented in partnership with the City of Harare, comes at a time when the city is battling deepening water challenges, with non-revenue water estimated at about 60% due to leaks, ageing pipelines, illegal connections, and weak billing systems. Authorities and project managers argue that without urgent intervention, the system will continue to deteriorate, placing further strain on both service delivery and municipal finances. At the core of the strategy is the rollout of prepaid smart water meters, which are expected to curb losses through real-time monitoring of consumption while improving billing accuracy and accountability. The project also includes the rehabilitation of hundreds of kilometres of pipelines and upgrades to key production facilities, including the Morton Jaffray Water Treatment Plant, as part of a broader push to modernise Harare’s water infrastructure. So far, more than 38 000 meters have been installed, with a target of about 320 000 units over the next three years. However, the rollout has not been without challenges, including resistance from residents, vandalism, and the constraints posed by ageing infrastructure. Our deputy news editor, Tinashe Kairiza (TK), spoke to Helcraw Water managing director Zodeck Muchoko (ZM, pictured) on the project’s progress, hurdles, and long-term vision for Harare’s water system.
TK: You are currently rolling out smart water meters in Harare. What are the pertinent features of this project?
ZM: The rollout of smart prepaid water meters by Helcraw, in partnership with the City of Harare, is a key intervention aimed at improving water availability through efficiency, accountability, and sustainability. By enabling real-time monitoring of water consumption, the system encourages responsible usage at the household level, reducing wastage and ensuring equitable distribution. This is particularly important given that non-revenue water (NRW) currently stands at about 60%, largely due to leaks, bursts, unmetered connections, and estimated billing. With smart metering, faults such as leaks and abnormal consumption can be detected early, allowing for quicker response and reduced losses, with a target to bring NRW down to 35%.
TK: Tell us more about this system?
ZM: The system enhances billing accuracy and revenue collection efficiency from 48% to a projected 90% by eliminating estimates and introducing digital, prepaid billing supported by mobile and banking platforms, as well as customer self-service through the Customer Interface Unit (CIU).
The project is further supported by ongoing investments in water production and infrastructure rehabilitation, creating a more resilient supply system.
Keep Reading
- HCC considers cancelling ZimPhos contract
- We're not immune to prosecution: Land developer
- Govt to blame for Mupedzanhamo chaos
- City of Harare, Augur deal legit: Supreme Court
TK: In terms of capacity, how is your work going to impact water provision?
ZM: Currently, Morton Jaffray Water Treatment Plant produces about 450 megalitres per day, but upgrades are expected to increase capacity to 520 megalitres within the next three years. In parallel, approximately 500 kilometres of distribution pipelines are being rehabilitated, with over 20 kilometres already completed to reduce losses and improve delivery across both high and low density suburbs.
These combined interventions aim to increase water supply coverage from 48% to 75%, while aligning improved production capacity with efficient distribution and consumption.
Ultimately, the smart meter rollout goes beyond billing reform. It forms part of an integrated approach to modernising Harare’s water system, ensuring reliable and sustainable water availability for residents.
TK: How many meters have been installed so far?
ZM: The rollout is progressing steadily, with more than 38 000 units already installed across Harare.
This milestone reflects the scale and ambition of the project, as well as the commitment to modernising water service delivery in the capital. In the first phase of the project, we target to install about 320 000 meters in Harare in the short-term period of three years.
The implementation has been strategic, with priority given to areas where the impact would be most significant.
TK: Which areas have so far been installed these meters?
ZM: Suburbs such as Warren Park have been among the early beneficiaries, with residents in these areas already experiencing the advantages of the new system. In addition, installations have been carried out in Mabelreign, Westlea, Belvedere, Avondale, Southerton, the Avenues area, Ashdown Park, Aspindale, Westgate, Milton Park, Sunningdale, Malborough, Cranborne, Arcadia, Crowbough, Hillside, Marimba Park, and Budiriro 1, 3 and 5. The programme is continuing in other areas across Harare.
The phased approach allows our team to continuously refine the process. This ensures that each subsequent phase is implemented more efficiently and effectively.
As the rollout continues, more suburbs across Harare will be brought onto the system, with the ultimate goal of achieving widespread coverage. The long-term vision is to create a fully integrated smart water network that benefits all residents.
TK: What is the cost of the project?
ZM: The replacement of post-paid water meters is being carried out at no cost to residents. This means households are not required to pay anything.
The objective is to ensure inclusive access to modern metering technology without placing any financial burden on residents. To date, over 38 000 smart prepaid water meters have already been installed.
TK: What are some of the challenges you are facing?
ZM: One of the primary challenges has been resistance to change among some residents mindset. Transitioning from a post-paid system to a prepaid model requires a shift in mind set. Not all users are immediately comfortable with the new approach. There have also been instances of vandalism and tampering, which can disrupt the functionality of the meters and delay progress. Protecting the infrastructure is therefore an ongoing priority.
TK: What other challenges have you faced?
ZM: Another significant challenge relates to legacy infrastructure. In many parts of Harare, the water distribution network includes ageing asbestos and galvanised steel pipes that are prone to leaks, bursts, and corrosion. Most of these pipes are damaged and have not been replaced, which is why our pipe replacement project is key as these issues can affect the performance of the smart meter.
Logistical constraints, such as gaining access to properties for installation and coordinating large-scale operations across different suburbs, also present challenges.
Despite these challenges, the project team remains focused on finding practical solutions and maintaining momentum.
TK: How are you addressing the challenges?
ZM: It requires a comprehensive and proactive approach. One of the key strategies has been the intensification of public awareness campaigns. Through community engagements, media outreach, and on-the-ground interactions, residents are being educated about the benefits of smart meters and how to use them effectively. This helps to build trust and encourage acceptance of the new system.
To tackle infrastructure-related challenges, significant efforts are being made to upgrade the distribution network. The replacement of ageing asbestos pipes with modern PVC systems is a critical component of this process. These upgrades enhance the overall reliability of the water supply.
Security measures are also being strengthened to address vandalism and tampering. The smart prepaid water meter rollout is part of a much broader vision to modernise Harare’s water management system. We will increase these numbers as we expand to Chitungwiza, Epworth, and Ruwa.
Rehabilitation of water supply infrastructure by replacing old, galvanised steel pipes and ageing asbestos pipes prone to bursts and leaks is ongoing. In the long term, this project will scale up as we will be building new treatment plants in line with the increase in population in urban Harare.
The project further includes the digitalisation of water management systems, enabling real-time data collection, analysis and decision-making. This represents a shift towards a smart city approach, where technology is used to optimise resource management and service delivery.
Together, these initiatives form an integrated strategy that goes beyond metering to address the entire water supply value chain.
TK: What is the structure of water tariffs under the project?
ZM: The existing water tariff for prepaid meters is the same as the one under postpaid meters. The only difference is that you pay before consumption. The City of Harare is solely responsible for the set tariffs for water.
The project is using tariffs set by the City of Harare. In many cases, the cost of the meter is incorporated into the overall project framework.
Residents should benefit from improved service delivery, accurate billing, and greater control over their water usage. Over time, these advantages translate into cost savings and a better overall experience.
By prioritising affordability and inclusivity, the project ensures that all residents can participate in and benefit from the transition to smart water management.