Market announcement

Title

AS Tallinna Vesi's operational performance in the first half year of 2014

Message

Similarly to previous years, the first half-year of 2014 can be characterised
by stability. Above all, it gives security to our consumers that they are being
provided with a high-quality drinking water, stable water supply and service of
wastewater discharge. In addition to the quality of service, we also
concentrate on being a good partner for our customers, as well as on activities
for increasing the environmental awareness of the community. 

Operational indicators for the first half year of 2014

Indicator                                               2013 1H  2014 1 H       
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Drinking water                                                                  
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- 
Compliance of water quality at the customers tap        99,80 %          99,86 %
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Water loss in the water distribution network             16,64%          16,38 %
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Average duration of water interruptions per property    3,53 h   2,80 h         
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Wastewater                                                                      
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- 
Number of sewer blockages                                   478              434
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Number of customer contacts regarding floodings,            874              529
 blockages and storm water                                                      
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Wastewater treatment compliance with environmental         100%  100%  (except  
 standards                                                        for Zn)       
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Customer Service                                                                
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- 
Number of written complaints                                 73               32
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Number of customer contacts regarding water quality          91               65
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Number of customer contacts regarding water pressure        259              144
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Responding written customer contacts within at least 2   99,3 %           99,0 %
 work days                                                                      
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Number of failed promises                                     9               21
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Notification of unplanned water interruptions at least   97,1 %           97,4 %
 1 h before the interruption                                                    
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Tap water is drinking water

Drinking water is of a very high quality and is safe to drink. There are strict
legal requirements concerning the quality of drinking water and inspections
thereof are carried out according to the Programmes of Monitoring Drinking
Water Quality approved by the Health Board. In the first six months of 2014, we
took a total of almost 1472 water samples from the consumers’ taps in Tallinn,
and Saue. Of all the samples taken 99,86% were in compliance with the
applicable quality requirements. Two samples did not comply with the quality
requirements due to increased iron concentration. We immediately carried out
maintenance works on the water network, following which new samples were taken
that complied fully. In Maardu, all the samples taken from the consumers’ taps
were 100% in compliance with the requirements. As the water quality has
remained at a consistently high level for a considerable period of time, we
constantly encourage people to drink tap water. 

A reliable service

We understand that the services we provide, considerably affect the quality of
life of all people. Therefore we concentrate on providing a reliable and high
quality service, twenty-four hours a day. As a result of a proactive planning
of works, we have managed to decrease the duration of water interruptions
year-on-year considerably. In the first 6 months of 2014 the average duration
of water interruption was 2.8 hours, which compares favourably to 3.53 hours in
the same period of last year. At the same time, this also means that there have
been less water interruptions, therefore resulting in fewer customer contacts. 

Cleaner environment

Focus continues to be placed, on reducing the risks related to potential
floodings and pollution. In the first six months of 2014, preventive jet
washing has resulted in a decrease of sewer blockages by 9%, compared to the
same period last year. 

The level of leakages is also decreasing year-on-year, due to preventive
actions. The leakage level in the first half-year was 16.38%, which means that
approximately 13 000 m3 of treated drinking water a day are saved compared to
10 years ago. 

Customer is our partner

Our wish is that all our activities, will have as little negative impact on
customers as possible. In 2014, the number of customer contacts has decreased
significantly, compared to the same period last year. This reduction is mainly
related to the improved reliability of service, resulting from proactive
maintenance work. As a result, there have been fewer customer contacts and
complaints in relation to blockages, water interruptions and water pressure.
This year, there have been only 32 complaints, which represents a considerable
reduction on last year’s figure of 73. 

We monitor compliance within the promised deadlines with proper diligence and
keep our customers informed. 

Customer awareness

Our aspiration, is that people have even more knowledge, in order to raise
awareness and promote an environmental lifestyle. Throughout the year, we work
closely with our consumer’s on a range of activities, including schools and
nurseries, to promote environmental awareness. 

We encourage people to drink tap water through various campaigns, and have
involved several restaurants and other partners in raising awareness. 

During the first half-year, we once again focused on the topic of blockages. We
created an imaginary unit called “Sanitary Police (SAPO)”, the aim of which is
to help change people’s habits and urge them not to flush inappropriate items
down the toilet, which can cause problems in the sewer systems. We received
very positive feedback on SAPO project, and continue to increase people’s
awareness with the campaign “The toilet is not a trashcan”. 




         Mariliis Mia Topp
         AS Tallinna Vesi
         Head of Communications
         Tel: (+372) 62 62 275
         [email protected]