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This study investigates the Jisomee Mita, an innovation based on ICT-powered metering at property level aimed at increasing access to piped water and sewerage in low-income areas in Nairobi, Kenya. We present empirical findings from field investigations and actor interviews, which are analysed using a novel framework drawing on studies of business models, sustainability transition, and the history of technology. We explore the critical interface between utility infrastructure and potential customers as a locus of innovation. We find that the property owners are the main benefactors of self-read meters, while low-income end-users still depend on over-priced and unsafe water. The Jisomee Mita thus cannot be called a pro-poor innovation in its current implementation and context. • Field study of ICT-powered water metering involving low-income consumers in Kenya. • Conceptual framework combining Sustainability Transitions, LTS and Business studies. • The innovation is found to be misaligned with its local context. • The self-read meter in Nairobi favours the property owners but is not pro-poor. [ABSTRACT FROM AUTHOR]