In 2021, Tallinna Vesi's quality indicators were once again at a high level. The
reliability of the network was maintained, and we also achieved good results in
drinking water and wastewater quality indicators. In 2021, the Company
reconstructed an all-time record volume of 16 000 m of water and sewer pipes.
2021 also saw the completion of a number of large investments at the treatment
plants.
Consistently high quality of tap water
The quality of drinking water in Tallinn remains high - water samples taken from
customers' taps during 2021 were 99.6% compliant with all requirements. A total
of 3058 water samples were taken from customers' taps last year (2020: 3099) and
only 12 did not meet the requirements. Consistently high quality of tap water is
ensured with the development and maintenance of the water network across the
service area.
"2021 was a record-breaking year for the Company in terms of network
reconstruction - we renovated 7500 meters more water pipes and sewers than a
year before," said Aleksandr Timofejev, Chief Executive Officer of AS Tallinna
Vesi. The pipes were reconstructed on Kadaka Boulevard, on the streets of Poska,
Sirbi and Erika, and on Mustamäe, Kohila and Mustakivi Roads. "The investments
made will further ensure that the residents are provided with high-quality
drinking water and will help us keep the natural environment around us clean,"
Timofejev added. In order to maintain a consistently high water quality, the
Company also modernized a pumping station in Õismäe and carried out renovation
on filters at the water treatment plant.
To provide a reliable and uninterrupted service, the Company monitors the
average duration of the water interruption. In 2021, the average water
disruption per property lasted 3 hours and 19 minutes. In addition to planned
water interruptions, also interruptions caused by accidents occur. In order to
have them causing as little inconvenience as possible, Tallinna Vesi aims to
notify its customers about unplanned water interruptions at least 1 hour before
the interruption. In 2021, customers received notices of unplanned interruptions
at least 1 hour before in 98.7% of cases.
In 2021, the leakage rate was higher than a year ago (15%). This was mainly
caused by a large number of hidden leakages, which took longer to detect, and by
exceptional weather conditions during the year.
High quality of sewerage service
In 2021, the number of sewer collapses decreased by 11.3% compared to a year
ago. "The number of sewer collapses has decreased due to the consistent
reconstruction work that we carried out in 2021, using mostly environment-
friendly no-dig methods and thereby not having to dig up the roads," Timofejev
said. Over the year, the number of sewer blockages has somewhat increased.
Wastewater treated at the Paljassaare wastewater treatment plant also maintains
a high level of quality, being again fully compliant with all the set
requirements last year. In order to assess the efficiency of the treatment
process and the quality of the treated effluent, the concentration of pollutants
in wastewater entering the plant and in effluent leaving the plant is monitored.
The exceptionally low levels of nitrogen and phosphorus in the effluent
discharged into the sea is a proof of the excellent level of treated effluent.
Last year saw the completion of the largest project of the decade, during which
the facilities and equipment of the first and most important, i.e. the
mechanical treatment stage were renewed at the wastewater treatment plant in
Paljassaare. The investment allows us to remove 20% more grit from the treatment
process and thereby keep the quality of the treated effluent discharged to the
sea at an excellent level, to keep the Baltic Sea cleaner and to ensure reliable
and efficient wastewater treatment for Tallinners. In addition to this major
project, a number of other investments were carried out, such as the
installation of a new pump in the main pumping station and the reconstruction of
the effluent outlet tower.
Satisfied customers and community
Tallinna Vesi aims to provide reliable, high-quality service to its customers
and consumers at all times. To do this, we regularly measure the satisfaction of
our customers and monitor compliance with the promises we have made to them. In
2021, the Company failed to deliver on the promises made to customers on three
occasions. In the event of a failure to keep the promise, we apologize and pay
compensation to our customers, as well as learn from the process to avoid such
failures in the future.
In 2021, the Company showed an excellent improvement in terms of the decrease in
the number of customer complaints - 22.5% less complaints were received compared
to the last year. We are also constantly monitoring the speed at which the
customers receive answers to their questions. In the nine months of 2021, we
responded to written inquiries within at least 2 working days in 98.8% of cases.
In 2021, Tallinna Vesi took major steps to deliver an even more sustainable and
environment-friendly service to customers and consumers by starting to obtain
100% of the electricity used in its facilities, incl. the treatment process,
from renewable energy sources as of Q4 2021.
In order to improve customer satisfaction, the Company started preparations last
year to start installing remote water meters in mid-2022. Smart water meters
allow to provide customers with an even more convenient service and reduce water
losses. "Thanks to automatically collected information, we proactively inform
customers about any possible leakage and remove the need for reporting the water
readings," Timofejev said.
Last year, Tallinna Vesi also contributed to the welfare of its community by
supporting a total of ca 40 events with water tanks for free as well as the
addition of 12 public water taps across the capital city. In addition, a number
of activities were carried out to increase the environmental awareness among
society and to reduce waste generation by promoting tap water drinking. Among
other things, a scholarship program was launched to attract new generation of
talents to the water industry.
OPERATIONAL INDICATORS FOR 2021
+------------------------+----+-----------------+----------------+-----+-------+
| | |12 months of 2021|12 months of |Q4 |Q4 2020|
|Indicator |Unit| |2020 |2021 | |
+------------------------+----+-----------------+----------------+-+---+-------+
|Drinking water | | | | | |
+------------------------+----+-----------------+----------------+-+---+-------+
|Compliance of water| | | | | |
|quality at the| | | | | |
|customers' tap |% |99.6 |99.7 |99.8 |99.5 |
+------------------------+----+-----------------+----------------+-----+-------+
|Water loss in the water| | | | | |
|distribution network |% |15.0 |12.4 |21.5 |12.3 |
+------------------------+----+-----------------+----------------+-----+-------+
|Average duration of| | | | | |
|water interruptions per| | | | | |
|property |h |3.31 |2.93 |3.54 |2.73 |
+------------------------+----+-----------------+----------------+-+---+-------+
|Wastewater | | | | | |
+------------------------+----+-----------------+----------------+-+---+-------+
|Number of sewer| | | | | |
|blockages |no |524 |463 |127 |125 |
+------------------------+----+-----------------+----------------+-----+-------+
|Number of sewer| | | | | |
|collapses |no |71 |80 |21 |19 |
+------------------------+----+-----------------+----------------+-----+-------+
|Compliance of treated| | | | | |
|effluent with| | | | | |
|environmental | | | | | |
|requirements |% |100 |100 |100 |100 |
+------------------------+----+-----------------+----------------+-+---+-------+
|Customer service | | | | | |
+------------------------+----+-----------------+----------------+-+---+-------+
|Number of customer| | | | | |
|complaints |no |31 |40 |8 |4 |
+------------------------+----+-----------------+----------------+-----+-------+
|Number of customer| | | | | |
|contacts regarding water| | | | | |
|quality |no |317 |323 |79 |53 |
+------------------------+----+-----------------+----------------+-----+-------+
|Number of customer| | | | | |
|contacts regarding water| | | | | |
|pressure |no |363 |359 |101 |114 |
+------------------------+----+-----------------+----------------+-----+-------+
|Number of customer| | | | | |
|contacts regarding| | | | | |
|blockages and leading| | | | | |
|off stormwater |no |948 |864 |215 |177 |
+------------------------+----+-----------------+----------------+-----+-------+
|Responding to written| | | | | |
|customer contacts within| | | | | |
|at least 2 working days |% |98.8 |100 |98.5 |100 |
+------------------------+----+-----------------+----------------+-----+-------+
|Number of failed| | | | | |
|promises |no |3 |1 |0 |1 |
+------------------------+----+-----------------+----------------+-----+-------+
|Notification of| | | | | |
|unplanned water| | | | | |
|interruptions | | | | | |
|at least 1 h before the| | | | | |
|interruption |% |98.7 |98.9 |99.2 |97.8 |
+------------------------+----+-----------------+----------------+-----+-------+
Laura Korjus
Head of Communication
AS Tallinna Vesi
(+372) 626 2271
laura.korjus@tvesi.ee
|