Market announcement

Title

AS Tallinna Vesi’s operational performance in the 1st quarter of 2020

Message

AS Tallinna Vesi achieved excellent operational results in the 1(st) quarter of
2020, despite the impact of the Covid-19 crisis globally. We are pleased to see
consistently high performance, linked to the quality of drinking water, treated
effluent and customer service. To limit the potential impact of the Coronavirus,
Tallinna Vesi has made considerable changes to its day to day operations, to
ensure the continued health and welfare of employees and an uninterrupted
service to customers, including all associated quality standards and service
metrics.

Continuous supply of high-quality drinking water

The  quality of tap water was 100% compliant with the requirements in the 1(st)
quarter of 2020, which means that all water samples met the strict standards for
drinking  quality. A  total of  825 water samples  were taken  during the 1(st)
quarter.  This result  demonstrates an  excellent quality  of water in our water
network,  retained  by  the  consistently  efficient  management  of  our  water
treatment  processes and proactive maintenance of  the water network. In advance
of  Corona restriction  being lifted  by the  Estonian government, we are urging
applicable  customers, to  thoroughly flush  and rinse  their private pipes when
reopening  businesses,  and  in  particular  schools,  to ensure fresh and clean
drinking water at the tap.

Also,  the service reliability indicators of the Company remained excellent. The
average  water  disruption  time  was  2 hours  and  52 minutes  and  96% of all
interruptions  to customers were less than 5 hours. These are great results, and
a  reflection of our continued  efforts to manage the  network as effectively as
possible,  in order to  minimise the inconvenience  and disruption caused to the
citizens of Tallinn.

The  level of leakages in our water  network remains low (14.9%), although being
slightly higher than the same period last year, which was an all time record.

Environmental wastewater service

In  the  1(st) quarter  of  2020, the  final  treated  effluent  at  Paljassaare
Wastewater Treatment Plant was compliant with all quality requirements. With the
purpose  of assessing the treatment efficiency and the quality of wastewater, we
continuously  monitor for pollutants, in both  the incoming wastewater and final
treated   effluent.  Wastewater  laboratory  analyses  the  samples  taken  from
different  stages  of  the  wastewater  treatment  process,  and the information
received  thereby allows us  to further improve  the treatment plant efficiency,
and ensure continued quality of final effluent.

In  comparison  with  the  same  period  in  2019, the number of sewer blockages
dropped  by almost a quarter,  and the number of  sewer collapses was broadly at
the same level.

In the 1(st) quarter of 2020, we reconstructed a large collector at Kadaka Blvd,
which  directs  wastewater from Saku, Saue, Laagri and approximately half of the
properties  in  Nõmme  City  District,  to  the  wastewater  treatment  plant at
Paljassaare.  The reconstruction works were urgently required in order to ensure
continued  and uninterrupted  service. This  was a  significant project, and was
achieved  with  the  longest  over  ground  pumping  line,  ever  to  have  been
constructed in the Baltic States.

High service standards

Besides  outstanding  operational  performance,  the  Company  has  continued to
deliver  high standards  of service  to it's  customers. We  have set  clear and
challenging  targets, and give promises to our  customers, in terms of the speed
of  our response and problem-solving. No  promises have been broken in 2020. The
number  of customer  complaints was  also significantly  lower than  in the same
period last year.

We  also  think  it  is  fundamental  to  provide  our  customers with important
information, or respond to their questions as quickly as possible. Therefore, we
measure  the speed of  our responses, and  have set a  target to respond to non-
complex  written requests within two working days. In 99.4% of all occasions, we
managed to notify our customers at least an hour before a water interruption.

In  order to further  improve customer satisfaction,  we continue to develop our
customer  interaction channels, and look for  ways to make the processes quicker
and  more  convenient.  We  introduced  a  new  self-service  environment to our
customers  at  the  end  of  last  year,  which  has brought along new users and
contributed  to an increase in the number  of customers who prefer to report the
water meter readings via self-service environment, instead of phone or e-mail.

 OPERATIONAL INDICATORS FOR THREE MONTHS OF 2020

 Indicator                                              Unit 2020 Q1 2019 Q1
-----------------------------------------------------------------------------
 Drinking water
-----------------------------------------------------------------------------
 Compliance of water quality at the customers' tap       %    100.0%   99.7%

 Water loss in the water distribution network            %     14.9%   12.9%

 Average duration of water interruptions per property
 in hours                                                h      2.87    2.59

 Wastewater
-----------------------------------------------------------------------------
 Number of sewer blockages                               No      124     159

 Number of sewer collapses                               No       27      29

 Wastewater treatment compliance with environmental
 standards                                               %      100%    100%

 Customer Service
--------------------------------------------------------------------+--------
 Number of complaints                                    No       16|     40
                                                                    |
 Number of customer contacts regarding water quality     No       64      27

 Number of customer contacts regarding water pressure    No       64      54

 Number of customer contacts regarding blockages and
 discharge of storm water                                No      266     328

 Responding written customer contacts within at least
 2 working days                                          %    100.0%  100.0%

 Number of failed promises                               No        0       0

 Notification of unplanned water interruptions at least
 1 h before the interruption                             %     99.4%   97.2%

Eliis Randver
Head of Customer Relations and Communication
Tallinna Vesi
(+372) 626 2275
[email protected]