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AS Tallinna Vesi’s operational performance in the 3rd quarter and during the first 9 months of 2021

Teade

AS  Tallinna Vesi achieved  good operational results  again in the 3(rd) quarter
and  during the first nine months  of 2021. The company reconstructed 6,600 m of
water  pipes and  5,800 m of  sewers during  the first  nine months of 2021. The
reconstruction  of mechanical treatment stage  at the wastewater treatment plant
was  completed. It was the  largest investment that the  Company has made in the
wastewater  treatment plant during  the past decade,  with a total  cost of 7.8
million euros.

Increasing investments in the networks

The quality of tap water remained good in the third quarter and during the first
nine  months of 2021. A total of  2,243 water samples have been collected during
this  year, of which 99.6% met all quality requirements. In the third quarter of
the  year,  the  quality  of  tap  water  was  somewhat  lower  (98.8%)  due  to
microbiological  water  quality  problems  in  the  Lasnamäe region. In order to
restore  water quality in  the area, we  regularly carried out thorough flushing
and  further local  water disinfection  and cooperated  with customers to ensure
continuous flow in the property pipelines.

We  want to minimise disruption to our  customers and consumers, which is why we
monitor  the average duration  of the water  interruption. During the first nine
months  of 2021, the average water disruption  lasted for 3 hours and 8 minutes.
One   of  the  objectives  of  the  company  is  also  to  notify  customers  of
interruptions to water supply as early as possible. During the first nine months
of  2021, the customers received  notices of unplanned  interruptions at last 1
hour before in 98.6% of cases.

The  leakage rate  in the  third quarter  (14.1%) was  higher than  for the same
period  in 2020. Also, for the  period of nine months  the level of water losses
has been higher (14.69%). This has been caused by major leakages in Mere pst and
in Mustamäe tee where it took more time than usual to detect the leakage.

The volume of investments to renovating the pipes in 2021 is 5.15 million euros,
which  is the largest investment made during  the last decade. In the first nine
months  of 2021 the company had reconstructed 6,600 m of water pipes and 5,800 m
of  sewers.  Reconstruction  works  were  done  in  cooperation with the City of
Tallinn  e.g., on Poska, Sirbi, Võidujooksu and Madala streets and on Kadaka and
Kõivu  road and elsewhere.  Together with the  energy group Utilitas, renovation
works  are currently underway on Kohila, Leevikese and Mustjõe streets. Works on
Kadaka   road   and   Kohila   street   include  renovating  large-diameter  and
strategically  important  pipelines  that  will  positively impact a significant
number of consumers.

Reduced number of sewer collapses

During  the third quarter of 2021, 7% less  blockages occurred on sewers than at
the  same time  last year.  Also, the  number of  sewer collapses  has been good
during  the nine months and in the third quarter - last quarter, we had 26% less
sewer  collapses than in  the same period  last year. Decrease  in the number of
sewer  collapses was  related to  the continuous  reconstruction program  and to
milder  weather conditions. The reconstruction works  on sewer pipes have mainly
been  carried out by  using environment-friendly no-dig  methods, which allow to
avoid excavating the roads.

In  the  third  quarter  and  during  the  first  nine months of 2021, the final
effluent  treated  at  the  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 leaving
the  plant.  In  the  third  quarter  of  2021, the  effluent parameters were at
excellent level, as indicated by extremely low levels of nitrogen and phosphorus
discharged to the sea.

The   major   project  of  reconstructing  the  mechanical  treatment  stage  at
Paljassaare  Wastewater Treatment Plant  was completed in  September. With these
large-scale  construction works  the facilities  and equipment  of the first and
most  important stage of  the wastewater treatment  plant were renovated. It was
the  largest investment  that the  Company has  made in the wastewater treatment
plant  during  the  past  decade,  with  a  total cost of 7.8 million euros. The
investments  made allow to maintain the excellent quality of effluent discharged
to  the sea, to keep the Baltic Sea clean, and to ensure resilient and efficient
wastewater treatment for Tallinners.

Decreasing number of customer complaints

Providing  customers  and  consumers  with  high-quality  and reliable water and
wastewater  services at all times is crucial for Tallinna Vesi. We also consider
it  important to maintain a high level of customer service and regularly measure
the  satisfaction of our customers and keep  track of the promises made to them.
In  the third  quarter of  2021, we failed  to keep  two of the promises made to
customers,  related  to  informing  customers.  However,  the number of customer
complaints  has decreased significantly both in the third quarter and during the
first nine months of 2021. In nine months, the number of customer complaints has
decreased 33% compared to the same period last year.

We  are  also  constantly  monitoring  the  speed at which the customers receive
answers  to their questions. In  the first nine months  of 2021, we responded to
written  requests within at least  2 working days in 98.9% of  cases, which is a
somewhat  lower result than  a year ago.  Replies to written  contacts have been
delayed  due  to  the  construction  activity  that started to increase with the
summer   season.  This  increased  the  number  of  applications  for  technical
specifications  and project approvals  and slowed down  the speed of response to
these applications.

In  the third quarter, we supported various events with our water tanks, helping
to  prevent  unnecessary  waste  and  improve  environmental awareness among the
community.  In the  2021 summer season,  the water  tanks of  Tallinna Vesi were
present  at about  40 events, including  various sports  and youth festivals and
other  public and community events, such as for example, Ironman Tallinn, weekly
Stamina  health  run  and  lake  runs, Investment festival, Gymnastics festival,
musical  production "Ocean", Tallinn  Old Town Days,  Sail Tallinn, etc. We will
continue providing water tanks also next year.



 OPERATIONAL INDICATORS FOR THE 3(RD) QUARTER AND FIRST NINE MONTHS OF 2021
+----------------------------------------------+----+------+--------+----+-----+
|                                              |    |      |        |    |     |
|                                              |    |      |        |    |     |
|                                              |    |2021  |2020    |2021|2020 |
|                                              |    |9     |9 months|Q3  |Q3   |
|Indicator                                     |Unit|months|        |    |     |
+----------------------------------------------+----+----+-+--------+----++----+
|Drinking water                                |    |    |          |     |    |
+----------------------------------------------+----+----+----------+-----+----+
|Compliance  of water quality at the customers'|    |    |          |     |    |
|tap                                           |%   |99.6|99.8      |98.8 |99.3|
+----------------------------------------------+----+----+----------+-----+----+
|Water loss in the water distribution network  |%   |14.7|12.5      |14.1 |9.6 |
+----------------------------------------------+----+----+----------+-----+----+
|Average duration of water interruptions per   |    |    |          |     |    |
|property in hours                             |h   |3.13|2.99      |3.18 |2.83|
+----------------------------------------------+----+----+----------+-----+----+
|Wastewater                                    |    |    |          |     |    |
+----------------------------------------------+----+----+----------+-----+----+
|Number of sewer blockages                     |No  |397 |338       |103  |111 |
+----------------------------------------------+----+----+----------+-----+----+
|Number of sewer collapses                     |No  |50  |61        |14   |19  |
+----------------------------------------------+----+----+----------+-----+----+
|Wastewater treatment compliance with          |    |    |          |     |    |
|environmental standards                       |%   |100 |100       |100  |100 |
+----------------------------------------------+----+----+----------+-----+----+
|Customer Service                              |    |    |          |     |    |
+----------------------------------------------+----+----+----------+-----+----+
|Number of complaints                          |No  |24  |36        |7    |8   |
+----------------------------------------------+----+----+----------+-----+----+
|Number  of  customer  contacts regarding water|    |    |          |     |    |
|quality                                       |No  |238 |270       |166  |106 |
+----------------------------------------------+----+----+----------+-----+----+
|Number of customer contacts regarding water   |    |    |          |     |    |
|pressure                                      |No  |262 |245       |125  |96  |
+----------------------------------------------+----+----+----------+-----+----+
|Number of customer contacts regarding         |    |    |          |     |    |
|blockages and leading off stormwater          |No  |733 |687       |238  |214 |
+----------------------------------------------+----+----+----------+-----+----+
|Responding to written customer contacts within|    |    |          |     |    |
|at least 2 working days                       |%   |98.9|100       |98.5 |100 |
+----------------------------------------------+----+----+----------+-----+----+
|Number of cases of failed promises            |No  |3   |0         |2    |0   |
+----------------------------------------------+----+----+----------+-----+----+
|Notification of unplanned water interruptions |    |    |          |     |    |
|at least 1h before the interruption           |%   |98.6|99.2      |98.2 |99.3|
+----------------------------------------------+----+----+----------+-----+----+



Laura Korjus

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