Value for the territory

We are committed to developing innovation across the territory and engaging the areas where we operate, with the aim of sharing with the communities the value generated and amplifying the positive impacts arising from our activities.

St. Peter's Square and Basilica with the new lighting provided by Acea.

Our objectives and lines of intervention

Through careful listening and the involvement of local stakeholders, we have developed the targets of our 2024-2028 Sustainability Plan insofar as concerns territories and communities. Our strategic “Value for the community” objective includes the initiatives and projects that contribute to developing the Acea companies’ territories of operation, in terms of technological innovation, quality of services offered and available to the community and training and cultural growth, starting with the schools.

Lines of intervention, results and targets for 2028

Action/Company	Target for 2028	2025 Summary	2024 Summary
Water houses (Acea Ato 2)	58 new installations	17 new water houses	25 new water houses
E-mobility infrastructures (a.cities)	229 new installations	26 columns installed	50 columns installed
Management of Electricity grid customers (areti)	22,400 complaints per year (-20% versus 2023)	20,031 complaints	24,640
Activation of RomeFlex flexibility (areti)	890 outages avoided	462 outages avoided	904 outages avoided
Reduction in odour emissions (Acea Infrastructure)	Enhancement of controls: 7 technologies, 30 odour species, 12 receptors	1 technology 9 species 4 receptors	1 technology 12 species 6 receptors

Action/Company	Target for 2028	2025 Summary	2024 Summary
Awareness about environmental issues	2 communications campaigns per year	5 campaigns	7 campaigns
Dialogue with the community	4 territorial projects per year	4 projects	1 project
Training in schools	1 primary and secondary programme per year	1 programme	1 programme
Artistic lighting	8 interventions per year	29 interventions	24 interventions
Sponsorships	20 projects per year	67 projects	50 projects

Our relationship with customers

With a view to appropriately responding to our customers’ expectations we are following two main lines of action: on the one hand we continuously innovate our services and improve the performance of the same, monitoring them by way of specific quality indicators; on the other we are committed to ensuring communication takes place in a clear, effective and transparent manner.

Digital innovation has allowed us to significantly improve our customer care service, which today is more and more imbued with high standards of quality, timeliness and consistency in meeting requirements, as confirmed by the results of recent customer satisfaction surveys (perceived quality).

Customer listening is a key factor. We conduct regular surveys to record the level of satisfaction with our services, analysing the various aspects: from the technical quality of sales management to experience on digital channels and direct contact with our operators.

We manage this activity in accordance with ISO 10004 guidelines for the planning, development and supply of monitoring processes and measurement of customer satisfaction. The results gathered allow us to promptly intervene with a view to constantly enhancing our services.

Innovation in the territory

We promote territorial growth, by way of concrete and innovative solutions.

RomeFlex Project: this is a solution that actively involves consumers in managing the flexibility of the electrical grid, also via economic incentives, with a view to optimising the use of the network and preventing overloads and outages. The project has recorded an ever-growing participation, with over 450 consumers taking part in the latest Local Flexibility Market auction in 2025 and a significant upturn in offered capacity, confirming the readiness of citizens and companies to support grid resilience. RomeFlex also received the “Sustainable Development Award 2025” for its contribution to the energy transition and adaptation to climate change.

Sustainable mobility solutions: in 2025 we continued to develop our electric charging infrastructures via the installation of new columns supported by the Acea e-mobility app and collaborated in the “Luiss Green Mobility” project, Europe’s first university integrated e-mobility model, enhancing our role as sustainable system enabler at the service of the local community.

Access to water resources via the water houses: an evolution of Rome’s historic “Nasoni” fountains, in addition to distributing still and sparkling drinking water, the water houses are hi-tech hotspots, where people can recharge their devices and look up information of general interest. In 2025, also with a view to supporting the Jubilee, we improved the service with 17 new installations between Rome and the Vatican, helping to ensure free access to the resource and minimise the utilisation of single-use plastic.

Digital channels at the disposal of citizens: we foster an increasingly direct dialogue with citizens, also via the development of tools conceived to
facilitate interaction with the services. Coming within this framework are the Acquea app, which maps over 150 thousand water points, providing information in three languages (Italian, English and Spanish) on the quality of water distributed; the Illumina Roma app, whereby citizens can report, in real time, any lighting points in need of repair and obtain information on the progress of such interventions, allowing users to contribute towards improving the service.

Our commitment for art and culture

In 2025 we inaugurated Acea Heritage, the new exhibition space located at the Piazzale Ostiense headquarters, dedicated to the valorisation of Acea’s historical, technical and artistic heritage and included as part of the Museimpresa network. The space accommodates a collection of works, projects, documentation and objects that narrate the evolution of Rome’s public utility services and Acea’s contribution to development of the town and street furniture, with a view to encouraging the engagement of residents through dedicated visits and initiatives involving cultural and academic institutions.

We also manage the illumination of Rome’s monuments with constant attention to energy efficiency, adopting solutions that allow us to combine the enhancement of artistic heritage with respect for the environment. In 2025 we carried out new sustainable artistic lighting interventions on sites of great historical value, including Trajan’s Market and the Palazzo delle Esposizioni, using next generation technologies to reduce energy consumption and light pollution. The intervention on Trajan’s Market provided for the installation of 259 warm-light projectors and an overall 35% power reduction, while at the Palazzo delle Esposizioni dynamic and controllable light scenarios were introduced.

Furthermore, during the year we illuminated many of the city’s most emblematic monuments and buildings, including the Colosseum, the Palazzo della Regione, the Senatorial Palace and the Pyramid of Cestius, on the occasion of socially and environmentally significant events. For the Jubilee we renovated the lighting of 140 statues on the colonnade in St. Peter’s Square, using low energy LED solutions, and improved the public lighting in the surrounding areas, to ensure a safer and more sustainable enjoyment of the pathways.

Listening, dialogue and collaboration

We handle the relationship with our stakeholders according to principles of integrity, transparency and impartiality. For the communities, we organise frequent events with the involvement of schools, above all in the form of water education projects, local authorities, consumer associations and environmental groups.

In 2025, during the Jubilee, we guaranteed ongoing support to the city of Rome through a coordinated group of projects involving water, lighting, infrastructures and services for pilgrims, enhancing our role as institutional partner in the Holy Year celebrations. We supplied 150,000 litres of water via tankers located at the main event venues, distributed approximately 10,000 flasks during the young people’s Jubilee and held educational activities on water saving.

With a view to developing collective awareness about a responsible approach to natural resources and contributing towards the education of younger generations on green skills, we organised initiatives such as Acea Scuola. During the year we then launched the SkillEdge training course, addressed to young people aged up to 35 or unemployed or jobless adults resident in the Lazio region, for the acquisition of technical skills in the water and electricity business sectors, also offering the opportunity to join Acea.

Lastly, we support a number of projects dedicated to the communities, including cultural and artistic events (Rome’s Festa del Cinema, the Giffoni Film Festival), sports events (Acea Run Rome The Marathon and the San Valentino Marathon in Terni) and social projects, collaborating with groups active in the fields of legality (Extralibera organised by Libera Associazioni Nomi and Numeri Contro le Mafie, The Stage of Legality created by CCO - Crisis as Opportunity), healthcare and aid (Policlinico Universitario Agostino Gemelli foundation, San Camillo Hospital, Red Cross, Terre des Hommes and FIABA). In this regard, in 2025 we helped to set up the new Policlinico Umberto I oncological Day Hospital with an area dedicated to oncological treatments, in addition to new hospitalisation facilities and spaces to be used for outpatient clinics and waiting rooms.

Our overseas commitment

Our 2024-2028 Sustainability Plan provides for objectives in support of the local communities in Honduras and Perù, where we serve around 10 million residents, via specific initiatives that bring important social benefits in very different economic scenarios compared to Europe.

In Perù, through Consorcio Agua Azul, which handles the treatment and purification of water in Lima, we are committed to creating value in the area through educational campaigns in schools, the distribution of school kits in poorer districts and health and hygiene training workshops at the premises of local communities.

In Honduras, through Aguas de San Pedro, we manage the integrated water service for the town of San Pedro Sula, focusing our support on fire prevention, training firefighting teams and installing and maintaining new fire hydrants to be used by the local community. Furthermore, in 2025 Aguas de San Pedro set up AcquaFem, a plumbing training course for women, with a view to supporting female employment and empowerment also in technical roles.

Line of intervention	Action/Company	Target for 2028	2025 Summary	2024 Summay
Support for local communities (overseas)	Support for schools (Consorcio Agua Azul)	1 training campaign per year	1 campaign	1 campaign
	Support for schools (Consorcio Agua Azul)	2,780 school kits distributed in poverty areas	2,453 school kits	2,412 school kits
	Health and hygiene training (Aguas de San Pedro)	25 workshops per year for local communities	33 workshops	25 workshops
	Fire prevention (Aguas de San Pedro)	1 active fire prevention team and 30 new hydrants installed	1 team and 22 new hydrants	1 team and 30 new hydrants