Market announcement

Title

AS Tallinna Vesi’s operational performance in 2017

Message

The operational performance of AS Tallinna Vesi in 2017 once again reflects the
high standards achieved in the supply of pure drinking water to the
inhabitants, treatment of wastewater, maintenance of the water and sewerage
networks and customer service. 

Record low level of leakages in the water network

For Tallinna Vesi it has always been important to use natural resources
sparingly and in a responsible way. Thanks to the preventive maintenance and
targeted capital investments into the networks and committed performance of our
emergency teams in 2017, we achieved the lowest level of leakages of all time
within our water network – 13.82%. This means that Tallinna Vesi has managed to
reduce water losses by more than one percentage point during one year (15.07%
in 2016). 

We belong to the top of European utilities

Tallinna Vesi’s customer satisfaction levels continue to be evenly high in all
segments. Our customers gave us significantly higher ratings than the average
level of European utilities sector. According to the survey carried out by
Kantar Emor, the Company scored 88-92 TRI*M index points on 100-points scale
against the European average of 65 points. 

Tallinna Vesi received 36 written complaints from customers. The number of
complaints concerning water pressure, blockages and draining of storm water has
dropped considerably. The Company managed to keep its promises in almost all
cases. 

Reliable and high quality service

Besides the high standards of customer service, customer satisfaction is
strongly affected above all by a reliable and high quality service. We do not
compromise the quality of drinking water and once again this is demonstrated by
high level of compliance with the stipulated standards, at 99.93%. End-users’
trust in the quality of tap water among users also remains high –75% of them
drink tap water. 

In order to ensure the reliability of service to our consumers, numerous
considerable investments were made in 2017, the largest of which was providing
an alternative pipe to supply consumers in Mustamäe, Õismäe and Harku. The
average duration of water interruptions per property dropped to 3 hours and 8
minutes (3.14 hours) in 2017 (3.44 hours in 2016). 

The number of blockages has also reduced gradually over the years and in 2017
reached 654 blockages (670 in 2016). In order to inform people more of their
own role in avoiding unpleasant sewer blockages, we launched an awareness
campaign in 2017 to remind them that trash must not be thrown to the toilet. 

We care for the environment

Tallinna Vesi’s focus lied on contributing to the local community and promoting
environmental education also in 2017. We organised water seminars in nurseries
and schools, we hosted numerous tour groups in our water and wastewater
treatment plants and organised doors-open days. 

Besides our long-term sponsorship projects, we are also committed to making
pure drinking water available in public spaces and allowing people to choose a
more environmentally friendly alternative to bottled water. In 2017, we opened
several new public water taps and plan to continue setting them up also in
2018. 



Indicator                               Unit  2017 12  2016 12  2017 Q4  2016 Q4
                                               months   months                  
--------------------------------------------------------------------------------
Drinking water                                                                  
--------------------------------------------------------------------------------
Compliance of water quality at the       %     99.93%   99.93%  100.00%  100.00%
 customers’ tap                                                                 
Water loss in the water distribution     %     13.82%   15.07%   14.69%   14.14%
 network                                                                        
Average duration of water                h       3.14     3.44     2.91     3.21
 interruptions per property in hours                                            
Wastewater                                                                      
--------------------------------------------------------------------------------
Number of sewer blockages                No       654      670      134      167
Number of sewer bursts                   No       135      107       26       34
Wastewater treatment compliance with     %     100.0%   100.0%  100.00%  100.00%
 environmental standards                                                        
Customer Service                                                                
--------------------------------------------------------------------------------
Number of written complaints             No        36       45        7       16
Number of customer contacts regarding    No       219      166       42       58
 water quality                                                                  
Number of customer contacts regarding    No       298      339       58       92
 water pressure                                                                 
Number of customer contacts regarding    No     1,111    1,190      299      281
 blockages and discharge of storm                                               
 water                                                                          
Responding written customer contacts     %     99.94%   99.46%   99.97%   99.93%
 within at least 2 work days                                                    
Number of failed promises                No         5        4        2        0
Notification of unplanned water          %      98.2%    98.8%   95.92%   99.84%
 interruptions at least 1 h before the                                          
 interruption                                                                   








         Eliis Vennik
         Head of Communications
         Tallinna Vesi
         (+372) 626 2275
         [email protected]