Working for Clean Water
A Guide for Customers of Kuopio Water
2
Kuopion vesi
Dear Customer
In this customer guide, we will tell you how to act in various situations related to water supply and the services we offer.
Kuopio Water is a municipal company that employs 75 water
experts. We are responsible for water services within an area of
operation that includes the city centre and the population centres of Melalahti, Vehmersalmi, and Kurkimäki. At the beginning
of 2011, the company’s area of operation will expand to cover the
municipality of Karttula as Kuopio and Karttula combine through
a consolidation of municipalities. The company’s annual turnover
is approx. 15 million euros.
Kuopio Water has fulfilled its operation and financial objectives
well. However, we constantly work to improve and develop our
operations so as to offer our customers ever better services.
Contents
Kuopio
Water
Connection
to the water
distribution system
Meter
reading and invoicing
3
4
6
8
12
14
Quality,
consumption, and use of water
Disruptions
in water
distribution or quality
Customer
service and
contact information
The drinking water supplied to the inhabitants of Kuopio is highquality groundwater and artificial groundwater. The main water
intake plants are in Hietasalo and Jänneniemi, from which approx.
17,000 m 3 of water is taken each day. Water for customers in the
urban area is supplied from the Itkonniemi waterworks. Water for
Melalahti, Vehmersalmi, and Kurkimäki is taken from local groundwater intake plants.
The central wastewater treatment plant for the urban area is the
Lehtoniemi treatment plant, which will be expanded in the early
2010s. Melalahti, Vehmersalmi, and Kurkimäki each have their
own local treatment plants.
Reliability of the water distribution system has been improved
particularly through replacement and new construction work for
the main distribution system. We will have to invest in reconstruction in the future, because as the systems age, it can break down
and cause not only disruptions of service but also environmental
and health risks.
Efficient water supply and sewage system is a basic service for
the well-being of the inhabitants of our area. Kuopio Water produces good drinking water for homes and companies as well as
wastewater services designed to protect the beautiful local environment.
Kirsi Laamanen
Managing Director
Kuopion vesi
ITKONNIEMI WATERWORKS
Kuopio WATeR’s opeRATinG AReA
THe opeRATinG AReA oF Kuopio WATeR
WATeR inTAKe pLAnT / TReATMenT pLAnT
WAsTeWATeR TReATMenT pLAnT
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LEHTONIEMI WASTEWATER TREATMENT PLANT
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Kuopion vesi
CONNECTION TO THE WATER
distribution system
Connecting to the water distribution system refers to connection of a building to the water supply lines as well as sewers and storm drains of Kuopio Water in accordance with the Act on Water
Services (119/2001).
THE CONNECTION PROCESS
1. A connection notification
A connection notification includes information about the location and level of the connection point,
the height of backwater of the sewer, and the level of water pressure. This information is required
when the water and sewerage plan is being drawn up. You can order a connection notification by
ringing us at 017 185 353.
2. A plan of water supply and sewege system
A building’s water and sewerage plan must be prepared in accordance with the regulations and instructions listed in Section D1 of the Finnish building code. Building supervision authorities can provide
further information about the content of the plan. Such plans are prepared by HVAC design companies
and private designers. The plan in its entirety must be submitted to the building supervision authorities.
3. Connection application
You can make an application for connecting to the water distribution system with a form that can be
printed from the Web page www.kuopio.fi/vesi or by calling 017 185 353. A layout plan for the water
supply lines and sewers in 1:200 scale and a ground plan of the space housing the water meter must
be appended to the application. You can deliver the connection application and its appendices to
Kuopio Water’s customer service staff.
4. Agreement
Connection of a building to the water distribution system and the supply and use of water services
are stipulated in a connection and usage agreement. The agreement is drawn up on the basis of the
information contained in the connection application, and it must be signed by all building owners.
The agreement must be made before a building’s house connections are connected to Kuopio Water’s water distribution system. The connection and usage agreement also governs the use of water
during construction. Use of water during construction will be subject to a one-time fee according to
the relevant price list. No wastewater fee will be invoiced for the construction period.
5. Inspection of house connections
Kuopio Water will inspect the connection point and plot pipes of the building. The connection point
and house connections must not be covered before the inspection. You can order an inspection by
calling us at 017 185 353 no less than one working day before the planned inspection date. When
the inspection is made, there must be pressure in the water supply lines. A certificate is issued for
the inspection that must be submitted to the building supervision authorities.
6. Installation work and supervision
Installation work and supervision of a building’s water and sewerage equipment must be ordered from an
HVAC contractor. The competence and qualification of the supervisor are determined and approved by
building supervision authorities. Kuopio Water constructs house connections in the public area (street
area), and from there on responsibility for the pipes rests with the building owner. Construction will
begin once the connecting party has signed the agreement and returned it to Kuopio Water’s customer
service staff.
7. Installation of a water meter
Kuopio Water will install a water meter once the fees mentioned in the connection agreement have
been paid and the water pipes, sewers, and water fittings are operational. You can order the installation from the meter maintenance department at 017 185 367 no fewer than five working days
before the planned meter installation date. A utilisation fee and a basic fee in accordance with the
valid price list will be charged to the connecting party from the installation onward. At the same
time, use of water during the construction period will end.
8. Installation inspection of water and sewer equipment
Installations of a building’s water and sewer equipment are inspected by the building supervision
department, which also gives instructions related to water and sewer fittings.
Source of further information: tel. 017 185 353
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Kuopion vesi
BASIC DIAGRAM OF CONNECTION
TO THE WATER distribution system
Plot
Connection points
Water pipe
Rainwater sewer
Sewer
The connection point is the boundary as regards costs and responsibilities
- Kuopio Water is responsible for construction and maintenance of pipes up to the connection point and the connecting party from the connection point towards the building
- Kuopio Water will install a water meter
When a building changes ownership,
what do you do with the water agreement?
A connection and use agreement is always made with the owner of a
building. When the owner changes, the agreement is assigned to the
new owner. Residents of properties managed by housing associations
should handle their water bill affairs with the house manager. Kuopio
Water does not perform invoicing specific to each flat.
The previous owner must report the following:
• personal information and address of the occupant and the address to
which the final bill should be sent
• the reading and changeover date of the water meter
The new owner must report the following:
• the address of the building, the names of the owners, identity codes or
business ID, phone number, and separate invoicing address (if applicable)
• an estimate of annual consumption or the number of people living
in the building
Notification of change in ownership can be made to Kuopio Water’s
customer service staff by phone or with an electronic form on the
Internet. You should submit the notification in good time before the
change takes effect.
After the notification has been submitted, the agreement will be sent to the
new owner, in duplicate, for signing. Both copies of the agreement must be
signed and then returned to Kuopio Water. Once Kuopio Water has signed
the agreement, the other copy will be sent to the owner of the building.
Electronic ownership change forms are available
at the address www.kuopio.fi/vesi.
Source of further information: tel. 017 185 354
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Kuopion vesi
METER READING AND INVOICING
Kuopio Water employs self-reading of water meters. A deadline for reporting the reading and some information about the building are registered on a reading notification card that is posted to the customer. You
can report the water meter reading either with an electronic form via
the Internet or with a return card attached to the reading notification.
A water meter reading from residential buildings and similar buildings is
required once per year for a compensatory bill. Kuopio Water sends out
four bills per year, three of which are estimated bills and the other is a
compensatory bill based on the reading of the water meter.
If the meter reading is not reported by the deadline, Kuopio Water will
visit the site and read the meter. The visit is subject to a fee in accordance
with the price list, which will be charged in the next bill.
If there is a substantial change in the water consumption of a building,
you should report it to Kuopio Water’s customer service staff, so that
the base level for the estimated bill can be changed accordingly. In any
case, you should check the consumption at regular intervals, to detect
any leaks and the like. You should suspect a leak in the pipes of the building if water consumption has increased intensely and the water meter is
‘rolling’ even when you know no-one is using water.
An electronic reading notification form is available
at the address www.kuopio.fi/vesi.
Source of further information: tel. 017 185 357
Kuopion vesi
WATeR Fees
Water supply and sewege system costs and investments in the long term
are funded through fees certified by the board of directors of Kuopio Water.
Water fees include connection, basic, and utilisation fees as well as house
connections construction fees and water meter installation fees.
A connection fee entitles the owner to connect a building to the water pipe,
sewer, and storm drain, and to use Kuopio Water’s services. The connection
fee is one that can be assigned and refunded, so it does not include value
added tax. The connection fee is charged to the new connecting party once
the connection agreement has been signed.
An additional connection fee is charged if the building’s gross floor area is expanded by more than 10% or 50 floor square metres. For single-family houses,
an additional connection fee is charged if the total floor area of the building,
after an expansion, exceeds 250 m2 (less than 250 m2 before the expansion).
For old buildings for which a connection fee has not been paid, an additional
connection fee for expansion is charged in line with the valid price list.
The basic fee covers fixed utilisation costs, and it is determined on the basis
of the maximum possible water use in the building as reflected by the size of
the water meter. Charging of the basic fee begins once the building’s water
meter has been installed.
The utilisation fee is determined on the basis of consumption. The utilisation fee includes a water fee according to the price list – i.e., the number of
cubic metres indicated by the water meter, and a similar wastewater fee.
House connections construction fee is compensation for construction of
the building’s pipes (water pipe, sewer, and storm drain) in the public area
in accordance with the connection agreement. The fee includes a water pipe
valve as well as connection wells of the sewer and storm drain. The fee covers construction costs, provided that the connection point is no further than
15 metres from the street pipe. If the distance is greater that that, the actual
construction costs for the excess will be charged to the connecting party.
The fee category for the house connections construction fee is determined
by the size of the house connections.
The water meter installation fee is a fee charged for the water meter and its
installation according to the price list. The amount of the fee is determined
by the size of the water meter.
The price list is available at the address www.kuopio.fi/vesi.
Source of further information: tel. 017 185 353
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Kuopion vesi
QuALiTy, ConsuMpTion,
AnD use oF WATeR
Total consumption of water in Kuopio is approx. 17,000 m 3 per day. Drinking
water in the urban area is bank-filtered groundwater that comes from the
Jänneniemi and Hietasalo water intake plants. Water for consumption is supplied
from the Itkonniemi waterworks. Melalahti, Vehmersalmi, and Kurkimäki each
have their own local groundwater intake plants, maintained by Kuopio Water.
The drinking water quality in Kuopio is good and it fulfill the requirements
and recommendations set in Finnish law and drinking water directive set by
European Union.
Quality of water pumped into the network
WATER PRODUCTION PLANT
Itkonniemi
Melalahti
Vehmersalmi
Kurkimäki
Water properties
pH
CONDUCTIVITY µS/cm
COLIFORM BACT. cfu /100 ml
7,7
220
0
7,9
163
0
7,1
127
0
6,9
275
0
Target level
6,5...9,5
under 2500
0
CHEMICAL OXYGEN DEMAND CODMn-O2, mg/l
ALUMINIUM µg/l
IRON µg/l
MANGANESE µg/l
1,0
35
21
22
<1
6
<9
7
<1
<3
<9
<6
<1
6
37
24
Recommendation
≤5
200
≤ 200
≤ 50
0
0
0
0
0
0
0
0
Requirement
0
0
0,94
5,3
MEDIUM HARD
0,69
3,9
SOFT
0,48
2,7
SOFT
1,11
6,2
MEDIUM HARD
ESCHERICHIA COLI cfu/100 ml
ENTEROCOCCUS cfu/100 ml
TOTAL HARDNESS mmol/l
TOTAL HARDNESS °dH
HARDNESS CATEGORY
Average water quality in 2009. The latest quality information is available
at Kuopio Water’s Web site, on the Internet at the address www.kuopio.fi /vesi.
STMA*
461/2000
* Quality requirements and requirements as per decree
461/2000 by the Ministry of Social Affairs and Health
Kuopion vesi
WATER QUALITY PROPERTIES
Hardness
Hardness of water refers to the amount of calcium and magnesium
contained in the water. Hardness is indicated either in German degrees
(°dh) or in millimoles (mmol/l). Most Finnish waterworks increase the
Chemical oxygen demand
Oxidisability of water indicates the amount of organic matter in the water.
Organic matter includes humus in lake water, for example. In normal circumstances, groundwater contains very little organic matter. Organic matter is
hardness of water by adding lime to the drinking water, because the
lime protects metal pipes against corrosion.
removed from lake water via either production of artificial groundwater or
chemical precipitation. If there is too much organic matter in the water, it
can change the colour and taste of the water. Excessive amounts of organic
matter may also weaken the disinfection effectiveness of chlorine.
Lime in the water may in some circumstances manifest itself as light deposits on the water surface and in water fittings. You should take water
hardness into account when you put detergent in your washing machine.
You can find instructions concerning this on the side of the detergent
packaging. You should treat coffeemakers and electric water heaters
from time to time with, e.g., a solution of household vinegar or an appropriate commercial cleaning agent. If you use water softening salt, you
should observe the instruction of the manufacturer of your dishwasher.
Conductivity
Conductivity of water describes the amount of mineral salts dissolved
in the water.
Chlorine
Chlorine is added to water to guarantee the microbiological quality of
the water. Chlorine destroys microbes in the water and restrains the
growth of microbes in the drinking water distribution system. In Kuopio,
sodium hypochlorite is added to the water such that the amount of free
chlorine in the water leaving the waterworks is 0.3–0.4 mg/l.
pH value
The pH value of natural groundwater in Finland is usually slightly acidic,
in the range of 6–7. This means that materials used in water distribution equipment, such as cast iron, zinc-coated steel, and copper, may
corrode over time unless the pH value is increased. The pH value of
water supplied for consumption in Kuopio has been increased to the
range of 7–8.
Coliform bacteria, Escherichia coli, Enterococcus
These bacteria are so-called indicator bacteria: if they appear in the
water, this indicates that the water treatment process has not been adequate or the water has been contaminated in the drinking water distribution system. Under normal circumstances, these bacteria should not
exist in the drinking water. If these bacteria were found in the drinking
water, Kuopio Water would take immediate action in collaboration with
the city’s health-care authorities.
Odour and taste
Water must be odourless and tasteless. There can sometimes be a taste
to the water. For example, if water stands and gets warm in the pipework
of a building, it can develop a musty taste. This phenomenon can be detected particularly in large buildings in the morning. Usually the water
becomes fresh when you run it until the temperature evens out. The temperature of Kuopio Water’s mains network is 5–15 °C, depending on the
season. If the water does not become fresh after extensive running of it,
you can report this to the operator on duty at the Itkonniemi waterworks,
at tel. 017 185 362.
Iron
Iron is commonly found in groundwater in Finland. Problems caused by iron
are mainly technical or aesthetic. Iron forms rust colour in sanitary and
household fittings, creates rust stains in clothes that have been washed,
and gives the water a taste of rust.
Manganese
Manganese is fairly common in groundwater and surface water. It often
appears in groundwater along with iron. In large quantities, it causes
an unpleasant taste in water, generates black sediment in sanitary and
household fittings, and stains laundry.
Network deposits
Iron and manganese, when found in small quantities in water, may over time
cause deposits in the water distribution system. Waterworks remove deposits that have accumulated in the pipelines by regular flushing. However, it
is possible for pressure impact or variations in flow, for example, to detach
deposits from the network and release them into the water. This can be seen
as a discolouration of the water. Often the water becomes clear if you run it
for a while. If the problem persists, you should contact the operator on duty
at the Itkonniemi waterworks, at tel.017 185 362.
Source of further information: tel. 017 185 361 or 017 185 362.
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Kuopion vesi
use oF WATeR FoR DiFFeRenT puRposes
Consumption of water
in Kuopio, by region:
Region
Consumption of water
litres/inhabitant/day
URBAN AREA
- blocks of flats
- terraced houses
-single-family houses
MELALAHTI
KURKIMÄKI
VEHMERSALMI
130–170
60–100
80–120
110
100
125
Source: Motiva, average use of water by Finns.
Source: Kuopio Water’s
invoicing statistics for 2009.
Tips on how to save water
• Monitor your water meter – this way you will detect any disruptions.
Repair any leaking taps and faulty flushing tanks of the toilet bowl.
• Wash full loads of laundry and dishes. Avoid pre-washing.
• Use a plug in the sink if you wash the dishes by hand.
Avoid rinsing under running water.
• Prefer shower to bath.
• Close the tap before you apply the soap.
• Avoid running the water when you brush your teeth – use a mug.
• Use rainwater to water the vegetable patch and lawn.
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Kuopion vesi
TH e se Do
i n T H e To n o T b e Lo n G
i L e T b oW
• le ft-ove
L:
r food
• oils a n d
• me n s tr u
g re ases
al pad s, ta
mpons, a
n d na p pie
we ls / pa
s
pe r towe
lling
• k it c he n
ro ll a n d s
e rv ie ttes
• co tto n p
ads and c
o tto n wo
• s wa b s
ol
• co n d o m
s and me
d ic ines
• c igare tt
e b u tt s
• s a n d (e.g
., c a t li tte
r) a n d so
• solve n ts
il
(e.g., ace
tone, tu rp
e n ti ne, a n
• ac id s, o
d pain t th
f vario u s
in ne r)
k in d s
• pain t, g
lu e, a n d
varnis h
• d is hwas
hing c lo th
s, c lo thin
• p las tic
g, a n d fa
ite ms or
b ric s
ba tte ries
• ha n d to
THAnK y
ou!
WATER LEAKS
How much water leaks from holes of different sizes?
Price of water: 3.21 euros per cubic metre, water pressure: 5–6 bar
DAY
12 MONTHS
PRICE PER YEAR
RAPID DRIPPING
82 l
30 m 3
96 euros
THIN TRICKLE OF WATER
820 l
300 m 3
960 euros
CONTINUOUS LEAKING
OF A TOILET BOWL
8 m3
3000 m 3
CONTINUOUS
STREAM OF WATER
80 m 3
30 000 m 3
9 630 euros
96 300 euros
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Kuopion vesi
DISRUPTIONS IN WATER
DISTRIBUTION OR QUALITY
If you detect a disruption in the distribution or quality of drinking water, check the following:
1
IS THERE RECONSTRUCTION OR MAINTENANCE OF WATER SYSTEMS UNDERWAY
IN THE BUILDING?
You can usually check this from the
housing association’s bulletin board, or
with the housing manager, if necessary.
2
IS THERE MAINTENANCE OR FLUSHING OF KUOPIO WATER’S
WATER distribution system UNDERWAY IN THE AREA?
Kuopio Water informs residents about maintenance and
flushing of the distribution system. With a bulletin that is
distributed in advance to buildings in the area and that
can also be read on the Web site at www.kuopio.fi/vesi.
Kuopion vesi
13
ON-CALL OPERATOR Petri Hartikainen at his workplace in the control room of the Itkonniemi
waterworks. On-call operators monitor the waterworks process 24 hours a day.
3
IS THERE CONSTRUCTION OR RENOVATION OF WATER distribution system UNDERWAY IN THE AREA?
Work stages of construction sites in the water distribution system that involve the possibility of extensive disruptions in water quality are reported in advance in the newspaper Savon Sanomat, on local radio
stations (YLE Radio Savo and Iskelmä Oikea Asema), and on the Web sites of Kuopio Water and the city.
As far as renovation is concerned, residents of buildings along the relevant street will be informed of the
start time of the work, the people to contact, and any interruptions in the distribution of water.
4
4 IF THERE IS NO EXPLANATION FOR A DISRUPTION IN WATER DISTRIBUTION OR QUALITY UNDER ITEMS 1–3,
THE CASE MAY INVOLVE A BROKEN PIPE OR SOME OTHER UNFORESEEN DISRUPTION IN WATER distribution system.
Kuopio Water informs residents in cases of disruption through the following channels:
• local radio stations: YLE Radio Savo (98.1 MHz) and Iskelmä Oikea Asema (96.7 MHz)
• Web sites: www.kuopio.fi/vesi or www.kuopio.fi
• local newspapers: Savon Sanomat and weekly newspapers
!
CHECK THE SOURCES ABOVE FOR INFORMATION. IF THERE IS NONE,
YOU MAY BE THE FIRST ONE WHO HAS DETECTED THE PROBLEM.
CONTACT IMMEDIATELY:
• the operator on duty at the Itkonniemi waterworks, tel. 017 185 362
• the network on-call service: during working hours at tel. 044 7185 695
and outside working hours (15:30–07:00) at tel. 0500 203 023
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Kuopion vesi
SOME MEMBERS OF OUR CUSTOMER SERVICE GROUP IN THE PHOTO, from left to right: customer service secretary
Marjut Savolainen, meter fitter Tapani Niilonen, customer service secretary Anita Pitkänen, water management engineer
Annika Rautanen, and supervisor Hannu Väisänen.
youR opinion is iMpoRTAnT To us!
Do you have questions concerning the services or operations of Kuopio Water? Do you want
to give feedback or tips? We are happy to receive your opinions, because we want to develop our operations to more fully meet the needs and expectations of our customers.
YOU CAN GIVE FEEDBACK VIA E-MAIL:
[email protected]
ON THE INTERNET:
www.kuopio.fi /vesi
BY TELEPHONE:
The telephone numbers of our customer service department
are 017 185 354 and 017 185 357.
All kinds of feedback are welcome. If you thank us, we rejoice in our success;
if you criticise us, we will try to improve our operations for the future.
Kuopion vesi
KUOPIO WATER COMPANY
Customer service
WE SERVE YOU FROM 8:00 TO 15:30
(IN SUMMER, FROM 8:00 TO 15:00)
CONNECTION AGREEMENTS AND INSPECTIONS OF house connections 017 185 353
CHANGES IN OWNERSHIP 017 185 354
INVOICING 017 185 357
INSTALLATION OF WATER METERS 017 185 367
VISITING ADDRESS SUOKATU 42
POSTAL ADDRESS PL 1097, 70111 KUOPIO
INVOICING ADDRESS PL 3016, 70701 KUOPIO
E-MAIL ADDRESS [email protected]
INTERNET WWW.KUOPIO.FI/VESI
FAX 017 185 356
Notifications about disruptions in water quality
MAIN TEL. 017 185 362
Notifications about distribution system faults
DURING WORKING HOURS 044 7185 695
OUTSIDE NORMAL WORKING HOURS (15:30–07:00) 0500 203 023
IF YOU HAVE QUESTIONS ABOUT THE WATER AND SEWER SYSTEM INSIDE THE BUILDING,
PLEASE CONTACT A PLUMBING BUSINESS.
www.kuopio.fi /vesi
Editors of the guide: Kirsi Tähti, Annika Rautanen, Päivi Lankinen, and Eila Pylkkänen. Photos: Kuopio Water Company.
Translations: Translatum Oy. Layout: Advertising agency Crealab. Printing: Suomen Graafiset Palvelut Oy
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www.kuopio.fi/vesi