Market announcement

Title

AS Tallinna Vesi’s operational performance in the first 6 months of 2020

Message

AS  Tallinna Vesi achieved excellent operational results in the first six months
of  2020, despite  the  impact  of  the  Covid-19 crisis.  We are pleased to see
continued  high performance,  linked to  the quality  of drinking water, treated
effluent and customer service. To limit the potential impact of the Coronavirus,
Tallinna  Vesi 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 second
quarter  as well  as the  first six  months of  2020, which means that all water
samples  met the strict  standards for drinking  quality. A total of 1,539 water
samples  were taken during  the first two  quarters. 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.

Also,  the service reliability indicators of the Company remained excellent. The
average  water  disruption  time  was  3 hours  and  3 minutes  and 94.6% 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 remained low  during the first six
months  (13.9%), although being slightly higher  than the same period last year,
which was an all-time record.

Environmental wastewater service

In  the first half of 2020, the final treated effluent at Paljassaare Wastewater
Treatment  Plant was  fully 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 the continued quality of final effluent.

In  comparison with the first six months  of 2019, the number of sewer blockages
dropped by a quarter, and the number of sewer collapses was also reduced.

Tallinna  Vesi  continues  with  the  reconstruction of the mechanical treatment
stage at the wastewater treatment plant.

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 (28 in 2020 compared to 81 in 2019).

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 99.2% of all occasions, we
managed to notify our customers at least an hour before a water interruption.

 OPERATIONAL INDICATORS FOR SIX MONTHS OF 2020

 Indicator                     Unit 2020 6 months 2019 6 months 2020 Q2 2019 Q2
-------------------------------------------------------------------------------
 Drinking water
-------------------------------------------------------------------------------
 Compliance of water quality
 at the customers' tap          %          100.0%         99.5%  100.0%   99.2%

 Water loss in the water
 distribution network           %           13.9%         12.2%   12.7%   11.6%

 Average duration of water
 interruptions per property in
 hours                          h            3.05          2.63    3.18    2.67

 Wastewater
-------------------------------------------------------------------------------
 Number of sewer blockages      No            227           302     103     143

 Number of sewer bursts         No             41            59      14      30

 Wastewater treatment
 compliance with environmental
 standards                      %            100%          100%    100%    100%

 Customer Service
-------------------------------------------------+---------------------+-------
 Number of complaints           No             28|           81      12|     41
                                                 |                     |
 Number of customer contacts
 regarding water quality        No            164           172     101     145

 Number of customer contacts
 regarding water pressure       No            149           154      87     100

 Number of customer contacts
 regarding blockages and
 discharge of storm water       No            473           542     207     214

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

 Number of failed promises
 cases                          No              0             2       0       2

 Notification of unplanned
 water interruptions at least
 1 h before the interruption    %           99.2%         97.7%   99.0%   98.4%

Eliis Randver
Head of Customer Relations and Communications
AS Tallinna Vesi
Tel: (+372) 62 62 275
[email protected]