AS Tallinna Vesi’s operational performance in the 3rd quarter and during the first 9 months of 2021
20 Octubre 2021 - 1:00AM
AS Tallinna Vesi’s operational performance in the 3rd quarter and
during the first 9 months of 2021
AS Tallinna Vesi achieved
good operational results
again in the
3rd 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
3RD QUARTER AND FIRST NINE MONTHS
OF 2021 |
Indicator |
Unit |
20219
months |
20209
months |
2021Q3 |
2020Q3 |
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
laura.korjus@tvesi.eeHead of CommunicationAS Tallinna Vesi(+372)
626 2271
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