Market announcement

Title

AS Tallinna Vesi's operational performance in the 1st quarter of 2021

Message

In  the 1(st) quarter of 2021, the spread of coronavirus continued to affect our
ways  of  working  in  Tallinna  Vesi.  Despite  the  changes  made  in the work
arrangements,   the   company  delivered  excellent  results  for  a  number  of
parameters.  We are pleased to see  consistently high performance in the quality
of  drinking water and  customer service. Cold  temperatures in the beginning of
the year affected both the level of leakages in the water network as well as the
time it took to fix those.

High-quality drinking water

Water  quality in the first three months of the year was 100% compliant with all
quality  requirements. This means that all  the 893 water samples taken from the
network  during  the  first  quarter  met  the  strict  water quality standards.
Excellent  drinking  water  quality  in  the  network  has  been  ensured by the
efficient management of water treatment processes, proactive network maintenance
and low raw water temperature being a contributing factor.

We  work hard  to limit  interruptions in  the water  network and minimise their
duration  when they occur. The average water disruption time was 3 hours and 19
minutes,  with  93% of  emergency  interruptions  lasting  less than 5 hours. To
minimise  the  effect  of  water  interruptions  on  customers,  we continue the
additional valve installation project also in 2021.

The  level of  leakages in  our network  was 15.46% in  the first  three months,
showing  a slight increase  year on year,  attributable to the  cold weather and
reduced consumption.

In  terms of enhancing the reliability of  water supply service to customers, we
commenced  network reconstruction  works in  Poska and  Roosikrantsi streets and
Kadaka  road. During  the 1(st) quarter  of 2021, the  company built  a total of
1,370 m of water pipes and 650 m of sewers.

Reliable wastewater service

Besides  the sustainable  use of  water, we  are also  determined to improve the
natural  and living environment around the Baltic Sea by assessing the treatment
efficiency   and   the  quality  of  wastewater.  We  consistently  monitor  the
concentration  of  pollutants  in  the  incoming  wastewater  and  final treated
effluent.  The  quality  of  treated  effluent  leaving  Paljassaare  wastewater
treatment  plant has direct  impact on the  marine environment. During the first
three  months  it  continued  to  be  fully  compliant  with all regulations and
standards.

In the 1st quarter of 2021, the number of sewer collapses was approximately 30%
lower  year  on  year,  which  was  a  good reflection of the Company's enhanced
maintenance  regimes and targeted investments. The  number of sewer blockages in
the  network increased 15% year on year,  primarily due to lower temperatures in
winter compared to the last year.

The  reconstruction of the mechanical  treatment stage at Paljassaare wastewater
treatment plant continued according to the plan. We made preparations for puting
into  operation the  new grit  traps that  are part  of the mechanical treatment
stage.  This is one of  the largest projects of  the past decade for the Company
and  will  continue  throughout  2021. Completion  of  this project will further
enhance the quality and resilience of wastewater treatment process.

We  also upgraded  the key  facility of  the sewer  system in the city, the main
pumping  station  at  wastewater  treatment  plant, receiving all the wastewater
collected from Tallinn. To reduce the operational risks of the plant, a new pump
was  installed at  the main  pumping station  that will provide 5-10% additional
capacity  for incoming wastewater.  The new pump  will enhance resilience of the
wastewater  treatment  process  at  times  of  heavy  rainfall  and will further
increase the reliability of supply for Tallinners.

High standards of customer service

To deliver high-quality service to our customers we have set ourselves clear and
challenging  targets also  for this  year. We  aim to  keep our promises made to
customers  concerning the speed of our  response and problem-solving. During the
first  three months,  we failed  one promise,  which affected two customers. The
failure was related to a planned interruption to water supply, where the opening
of water supply was delayed by 2 hours due to our contractor's fault.

The  first three months of 2021 saw a decrease in the number of written inquires
and  repeated requests.  This positive  trend shows  a stable improvement in the
quality  of service and, on the other hand, indicates that information is easily
available  to  customers  through  other  channels  such as our website or self-
service.  The number of customer complaints was also significantly lower than in
the same period last year.

 OPERATIONAL INDICATORS FOR THE THREE MONTHS OF 2021
+---------------------------------------------------------+----+-------+-------+
|                                                         |    |       |       |
|Indicator                                                |Unit|Q1 2021|Q1 2020|
+---------------------------------------------------------+----+-------+-------+
|Drinking water                                           |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Compliance of water quality at the customers' tap        |%   |100%   |100%   |
+---------------------------------------------------------+----+-------+-------+
|Water loss in the water distribution network             |%   |15.46% |14.9%  |
+---------------------------------------------------------+----+-------+-------+
|Average duration of water interruptions per property in  |h   |3.32   |2.87   |
|hours                                                    |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Wastewater                                               |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Number of sewer blockages                                |No  |143    |124    |
+---------------------------------------------------------+----+-------+-------+
|Number of sewer collapses                                |No  |19     |27     |
+---------------------------------------------------------+----+-------+-------+
|Wastewater treatment compliance with environmental       |%   |100%   |100%   |
|standards                                                |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Customer Service                                         |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Number of complaints                                     |No  |8      |16     |
+---------------------------------------------------------+----+-------+-------+
|Number of customer contacts regarding water quality      |No  |42     |64     |
+---------------------------------------------------------+----+-------+-------+
|Number of customer contacts regarding water pressure     |No  |51     |64     |
+---------------------------------------------------------+----+-------+-------+
|Number of customer contacts regarding blockages and      |No  |244    |266    |
|leading off stormwater                                   |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Responding to written customer contacts within           |%   |99.7%  |100%   |
|at least 2 working days                                  |    |       |       |
+---------------------------------------------------------+----+-------+-------+
|Number of cases of failed promises                       |No  |1      |0      |
+---------------------------------------------------------+----+-------+-------+
|Notification of unplanned water interruptions            |%   |99.8%  |99.4%  |
|at least 1h before the interruption                      |    |       |       |
+---------------------------------------------------------+----+-------+-------+


Laura Korjus
Head of Communication
Tallinna Vesi
(+372) 626 2271
[email protected]