99.6%
compliance with quality standards
set by the Authority for four services
9.6
minutes average waiting time
at help desks and chance to book
an appointment with an operator
399
thousand analyses
carried out on Group drinking water,
1,100 per day, of which 63% on the
distribution network

The costs of Hera’s services for an average customer (real consumption)

The costs of Hera’s services for an average customer (real consumption)
Euro 2017 2018 Ch.2018/2017 Ch. % 2018/2017
Gas 680.38 717.31 36.93 5.4%
Electricity 351.90 362.54 10.64 3.0%
Water service 236.54 222.54 -14.00 -5.9%
Waste 241.78 237.87 -3.91 -1.6%
Total 1,510,60 1,540.26 29.66 2.0%
of which attributed to Hera 702.90 693.73 -9.16 -1.3%
of which attributed to raw materials and generation 392.53 429.32 36.79 9.4%
of which duties, taxes, system charges and other charges 415.18 417.21 2.04 0.5%

The following table shows the average household expenditure in 2018 compared to the previous year for the four services provided by Hera based on the average consumption of gas, electricity and water over the two years considered: 863 m3 for gas in 2018 (+0.7% compared to 2017), 1,803 kWh of electricity (-1.6%) and 108 m3 of water (-2.7%). For the waste service, a family of 3 members living in an 80 m2 apartment was considered.

In 2018, the average family spent a total of Euro 1,540 on the services supplied by Hera, 2.0% more than in 2017, amounting to about Euro 30. In particular, the increase in gas and electricity bills was affected by the increase in the share of raw materials (up by Euro 37) compared with last year. There was a Euro 2 increase in taxes, duties and charges, particularly VAT, as a direct consequence of the increase in the share of raw materials, partly offset by the reduction in water and electricity consumption. Water services, on the other hand, decreased by Euro 14 compared with 2017, due to a decrease in the share attributable to Hera (down Euro 13) as a result of the adjustments applied in 2018, and to a reduction in taxes, duties and charges also linked to a reduction in the volumes of water consumed. Lastly, the decline in the waste bill is mainly due to the trend in the municipality of Ferrara as a result of the application of the quantity-based tariff method, which rewards virtuous households that properly separate their waste.

45% of overall spending, amounting to Euro 694 (47% in the previous year), is attributable to the components of bills pertaining to Hera. In 2018, this share decreased by around Euro 9, broken down as follows: Euro +3 for gas, Euro +3 for electricity, Euro -13 for water and Euro -2 for waste.

Based on an analysis considering equal volumes used by an average Hera customer, for 2018, the overall cost of services increased by 3.8%, amounting to about Euro 75, compared to 2017. This result is due to:

  • an almost Euro 65 increase of the cost of raw materials and generation, directly related to fuel price trends;
  • a Euro 2.5 increase of the bill components attributable to Hera. This increase is equal to 0.1% of the total amount of the bills considered: it is due to increases of Euro 6 for the electricity service, Euro 3 for the gas service and a decrease of Euro 4 for the water service and Euro 2.5 for the waste service for the reasons mentioned above;
  • an increase of Euro 8 in taxes, duties, system charges and other charges not attributable to Hera as a result of the effects of the two previous points.