Market announcement

Title

AS Tallinna Vesi's operational performance in the first quarter of 2015

Message

Similarly to previous years, the first quarter of 2015 can be characterised
with stability. Above all, it gives security to all consumers that they are
provided with a high-quality drinking water, stable water supply and wastewater
discharging service. In addition to the quality of service, we also concentrate
on being a good partner for our customers. The feedback from the customers has
become more and more positive, but despite of that we aim to continue making
efforts to meet and exceed the customers’ expectations. 

Operational indicators for the 1st quarter of 2015

Indicator                                            2014 Q1              2015  
                                                                           Q1   
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Drinking water                                                                  
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- 
Compliance of water quality at the customers’ tap                   100%    100%
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Water loss in the water distribution network                     17.73 %  14.64%
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Average duration of water interruptions per                         2.29    3.05
 property in hours                                                              
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Wastewater                                                                      
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- 
Number of sewer blockages                                            231     220
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Number of sewer bursts                                                42      36
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Number of customer contacts regarding blockages and                  268     307
 storm water discharge                                                          
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Wastewater treatment compliance with environmental   100% (except   for     100%
 standards                                            Zn and Cu)                
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Customer Service                                                                
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- 
Number of written complaints                                          15      21
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Number of customer contacts regarding water quality                   27      27
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Number of customer contacts regarding water                           72      79
 pressure                                                                       
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Responding written customer contacts within at                     99.4%   99.1%
 least 2 work days                                                              
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Number of failed promises                                              4       4
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Notification of unplanned water interruptions at                   97.4%   98.1%
 least 1 h before the interruption                                              
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Tap water is drinking water

Quality of drinking water has an important impact on people’s health and
wellbeing. For years now, the quality of tap water in the capital city can be
compared with a tap water quality in any Western European state, and therefore
we keep encouraging people to drink tap water. Tight requirements, established
with the legislative acts, are set for the quality of drinking water and this
quality is monitored according to the drinking water monitoring programs
approved by the Health Board. It is the compliance with the legislative acts
that characterizes the water quality. The first quarter of 2015 once again
showed a stable and excellent performance on water quality. In the first
quarter of 2015, we took a total of 732 water samples from the consumers’ taps,
and all of them were 100% in compliance with the applicable quality
requirements. 

A reliable service

It is important for the residents to have a high-quality 24/7 service
available. Therefore, we focus a lot on planning and optimizing our activities,
in order to prevent, if possible, or reduce the unpleasant impact that
providing of our services may cause. We also deem very important that our
customers know when their questions would be resolved or when we are performing
the works that might impact their activities. We monitor the compliance with
the promised deadlines with proper diligence and inform our customers if we are
not able to fulfil these agreements. 

A reliable service also means that there are less inconveniencies for residents
caused by water interruptions and they have less reasons to contact us. The
number of customer contacts has been decreasing remarkably year-on-year, which
is a sign of stable improvements both in providing the service and the customer
service. 

Cleaner environment

We provide the wastewater discharge service to nearly one third of the
Estonia’s population. The wastewater treatment plant in Paljassaare is removing
more and more pollutants form the wastewater each year, in order to ensure the
compliance with environmental requirements and guarantee the purity of water in
the Baltic Sea and the Gulf of Finland. By using eco-friendly and modern
technologies, Paljassaare Wastewater Treatment Plant treats the wastewater
collected from Tallinn and its surrounding areas. In the first quarter of 2015,
the treated effluent was 100% compliant with all the quality requirements. 

We continue to focus on possible risks of floodings and pollution incidents, as
well as on reducing the inconveniencies we may cause to the customers. The
number of blockages best characterizes the condition of sewer network. The
sediments accumulating in the sewerage pipelines, in turn, are the main cause
of blockages. As the water consumption has been dropping constantly in recent
years, the flow volumes and speeds have been decreasing, increasing the risk of
blockages. Continuous expansion of sewer network also has an impact on the
overall number of blockages. Preventive actions, such as flushing the sewer
network, play an important role in reducing the number of blockages. In the
first quarter of 2015, there were nearly 5% less sewer blockages than last year
at the same time. 

The level of leakages is also decreasing year-on-year due to preventive
actions. While in the first quarter of 2014 the leakage level was 17.73%, this
year it had dropped to 14.64%, which is the best result of all times. This
saves approximately 13 000 m3 of treated drinking water a day compared to the
time 10 years ago. 


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