OREANDA-NEWS. AS Tallinna Vesi's operational performance in 2014.

"Our first priority is to provide our customers with high-quality drinking water, reliable water supply and wastewater discharge service. We also think that it is equally important how we communicate with our customers and consumers and whether what we do is in alignment with the community. The indicators demonstrating our performance have been on a very good level already for years. We have seen stable improvement resulting in development and progress. Similar to previous years, 2014 can be characterised by consistently high quality levels across all the services we provide. In 2014, our relationships with customers continued to be very strong. Satisfaction with our performance is considerably higher than the European average, reaching the top 10% of European utility sector for several years.

We will continue to focus on maintaining and improving all our key performance indicators, so our consumers can rely on the service they receive. All twelve months of the year have shown that the quality of drinking water in Tallinn is excellent. We continuously commit to the improvement of customer service and our actions contribute to raising environmental awareness in the community".

Operational indicators in 2014:

Indicator 2013 2014
Drinking water
Compliance of water quality at the customers’ tap 99.70% 99.80%
Water loss in the water distribution network 16.98% 16.14%
Average duration of water interruptions per property              3.46 hrs              3,15 hrs
Wastewater
Number of sewer blockages 762 757
Number of customer contacts regarding floodings, blockages and storm water 1405 1060
Customer Service
Number of written complaints 118 76
Number of customer contacts regarding water quality 252 152
Number of customer contacts regarding water pressure 576 380
Responding to written customer contacts within at least 2 work days 99,1% 99,1%
Number of failed promises 117 54
Notification of unplanned water interruptions at least 1hr before the interruption 96.90% 95%