Where to go if there is no heating: useful tips on solving an urgent issue

Bad heating in the apartment? What to do and where to complain

If you think that the temperature heating batteries in your apartment lower than required by the standards prescribed by law, then in this case you need to know the following.

You need to file a claim with the management company or organization that directly provides heating services for your home. In the content of the claim, namely in the demanding part, it is necessary to demand an increase in temperature to the sizes established in the standards and also a recalculation of the heating fee, taking into account the fact that the air temperature did not meet the standards. In the claim, you need to refer to the Rules for the provision of utility services to owners and users premises in apartment buildings and residential buildings.

Clause 15 of Appendix No. 1 in these Rules regulates the requirements for standard air temperature in residential and non-residential premises: in residential premises the air temperature should not be lower than +18 degrees, in corner rooms +20 degrees, in areas with colder temperatures and residential premises in these areas the temperature should not fall below +20 degrees, and in corner rooms not lower than +22 . It is not allowed to reduce the standard temperature at night (from 0:00 to 5:00) by no more than 3 degrees, while a decrease in temperature during the day is not allowed.

Be aware that for every hour of deviation from the air temperature in the living room, the amount of the heating fee is reduced by 0.15% of the fee determined for the billing period, for each degree of temperature deviation.

If the consumer has overpaid utilities, then in accordance with article 1102 of the Civil Code of the Russian Federation he may recover the amount of the overpayment from the person who provided him with this heating service, referring to unjust enrichment.

If you feel that it has become cold in your apartment, then you must report this to the emergency dispatch service (including by phone). Information about your message must be entered in the application log. If the employee of the emergency dispatch service does not know the reason for the violations, then he is obliged to discuss with the consumer the exact time and date of the quality check of the provision of public services.

Also, the employees conducting the inspection should, based on the results, draw up an act on the provision of utilities of inadequate quality, which must be signed by the consumer (or his representative), the act is also signed by the contractor himself (or the representative of the contractor), the act is drawn up and signed in two copies, one copy remains from the consumer (or representative), and the second from the performer.

Further, if the management company or heat supply organization evades drawing up an act, then you, as the owner, need to:

• Draw up a unilateral act on the readings of thermometers;
• Be sure to file a claim with the Criminal Code or the heat supply organization;
• An act must be attached to the claim;
• After that, you hand over the claim along with the act to the Criminal Code or the heat supply organization against signature and make sure that the date, full name and initials of the employee who accepted the claim is on your copy of the claim. If they refused to accept the claim, then send it to them by registered mail with a notification and a description of the attachment to the legal address of the organization, their signature on the notification will just be confirmation that they received the claim, and if the case goes to court, then you will have confirmation that your the claim was received but ignored, and you tried to resolve the issue out of court.

In your claim, you must demand that the management company or the heat supply organization draw up a low temperature act and restore proper heat supply and recalculate the payment.

If your claim is not satisfied or not fully satisfied, then you, on the basis of consumer protection law, have the right to go to court.

But before the trial, you need to send a complaint to the housing inspectorate with a request to conduct an inspection, as well as write a complaint to the Territorial Administration of the State Energy Supervision. This authority can issue an order to the UK (heat supply organization) to restore the heating supply system, ensure its reliable and economical operation.

This is how you need to act if your apartment has poor heating, in any case, do not be afraid to enter into disputes with the Criminal Code if it violates your rights, you pay for the services in full and they must be of proper quality, remember this and know your rights . And if you do not have experience in litigation, then first get advice from a competent specialist, he will tell you everything and put it in its place. Wish you luck!

What to do if your apartment has turned into a refrigerator

If not, then at your service is a whole list of organizations that will be very interested in why the management company violates your rights. These are: the city housing department, the local division of Rospotrebnadzor, the prosecutor's office. In other cases, the truth, it rarely comes to this, you will have to turn to the servants of Themis

True, at first it will be necessary to do one more thing - to draw up an act of examining the quality of public services. To do this, a housing and communal services locksmith, neighbors and a representative of the municipality are called. A commission composed of these members draws up an act confirming that you are not being served at the proper level.

Having received such a document, you can sit down for a claim. A sample application to the heating management company can be downloaded below in the article or contact a lawyer in advance for advice. Why?

The fact is that the document will be carefully studied for the presence of a reason for formal nit-picking (and very often found). After that, the official declares with a calm soul that everything you wrote in the document is not true.

In the "header" of the document, be sure to indicate the full name of the organization, the surname and initials of the head, introduce yourself (column - "from whom"). In the text of the claim, write that you are the owner of the residential premises and indicate the number of the order (privatization agreement). Also mention that you regularly pay utility bills.

The next requirement is:

• compensate for the losses caused to you (specify the deadlines for execution)
• recalculate (downward) the cost of utilities. At the same time, refer to the current norms, namely: article 29 of the Law of the Russian Federation on the protection of consumer rights. Details of filing a complaint in this case are discussed here.
• Indicate what documents you are attaching (a copy of the invoice for the month and an act of surveying the quality of utilities).

It is very possible that the company will refuse. And sometimes even for quite reasonable reasons: for example, you did not indicate the exact temperature in your home or a quality inspection report was not drawn up. Or some other nuance is omitted, which you considered insignificant, or maybe you didn’t even know about its existence.

For example, this: all complaints must be submitted only in writing, through the secretariat or by registered mail. Your visit to the “quarrel” at the housing and communal services office will lead to nothing. It's a shame, it's a shame - but it's your fault that your dissatisfaction with the public utilities remained unsatisfied, it will be only you yourself and not a single court will dispute this.

In general, of course, it would be better if you personally came to the office of the Management Company and there they transferred the complaint to the secretary, who would have registered it with you. Well, if they refuse (and this happens) - there remains a proven method, mail. The claim is sent by registered mail with notification.

The deadline for officials to consider the complaint is a week. If this also turns out to be useless - the public utilities refuse, or are generally silent, then your next addressee is the City Housing Administration. Make a complaint according to the same principle as in the housing and communal services.

Usually this gives results - after two complaints, officials understand that these are not jokes. However, if even here it is dull, write a complaint to the prosecutor's office. The bottom line is that public utilities do not fulfill their direct official duties, as a result of which a situation that is dangerous to the health and life of residents has developed.

Standards for turning off hot water

The management company cannot arbitrarily turn off the hot water supply. This is a direct violation, which is evidenced by legislative acts.

1. Articles No. 12, 13 and 14 of the LC RF determine the powers of local government. The documents indicate that the repair work cannot last more than two weeks.
2. The housing stock must be operated in accordance with the Decree of the Gosstroy of Russia No. 170 dated September 27, 2003 (as amended in 2020). The PP highlights the technical side of the issue. Planned or urgent repairs cannot take more than 14 days. At the same time, a notice is sent to residents.
3. Water supply must be supplied continuously, if the actions do not go against the hygiene and safety requirements prescribed by Decree No. 20 of 07.04.2009. (in the current version of 2019).

In case of emergency, water is supplied from reserve sources.They must be provided in advance. During an accident, the 14-day period may be extended. The standards are spelled out in Articles 13 and 20 of the LC RF. State bodies are obliged to control the process in accordance with the law.

Reasons and grounds

The permissible duration of a hot water interruption is a maximum of two weeks. It will be legal if the public utilities have a reason. The organization has the right to turn off the water supply at any time during an accident.

1. Public service error.
2. Self-destruction.
3. Emergency situation on intra-house communications.
4. Emergency outside the MKD.
5. Natural disasters.

• pipe leakage;
• damage to the water supply system;
• breakthrough in the highway;
• fire;
• wrong connection.

If communal services are turned off, then information on the duration of the repair can be found through the management company. The UK is a supplier for MKD, but it takes the resource from Vodokanal. It happens that the reason is connected with the main RSO.

Permissible interruption in hot water supply

During the summer, they have the right to turn off hot water in case of scheduled repairs or maintenance work. Many management companies prescribe system diagnostics during the warm season, when most residents go on vacation or relax in their dachas.

Actions will be legal if the owners of an apartment building or township were notified in advance by means of notices. The company must do this ten days before the start of work. The Criminal Code is also required to put up an announcement announcing that prevention will be carried out.

Some people do not know how long you can turn off the hot water by law and begin to write complaints to the Criminal Code.

1. SNiP 2.04.02-84 (in the 2020 version) states that a break in any period should not exceed eight hours. Here we are talking about the summation of time for a month. That is, if the public utilities turned off the water twice a week for 1 hour, then the norms were violated.
2. SanPin 2.1.4.2496-09 speaks of safe resource indicators and requirements for drinking water. If an accident occurs and the water supply does not meet the safety parameters, then the repairmen are allowed not to resume the supply for two days until the situation changes.

Each management company is obliged to comply with these standards.

Scheme of consumer actions if batteries are not heated in his apartment

If after start of the heating season in an apartment or house, batteries do not heat well, where to complain? First of all, to a company that is engaged in heat supply of a residential building. Its technical staff are required to inspect the problem area and record temperature indicators. Based on the data received, an act is drawn up. If within 3-7 days no action is taken to solve the problem, the consumer has the right to draw up a claim act. The video will help you to understand the nuances of the issue in more detail:

We are all well aware of the situation when in our own apartment with the onset of cold weather, we are forced to get extra blankets, warm clothes and use electric heaters for heating. The reason for this situation is banal - the disgusting quality of residential heating. In some situations, this state of affairs is temporary, falling on the off-season. However, sometimes the quality of heating in apartment buildings throughout the winter leaves much to be desired.Who is responsible for heating in our apartments? Where to look for the extreme and what to do? We will try to answer these and other related questions.

Let's start with the official documents "technical operation of housing facilities", section II, they say that the responsibility for maintaining communication systems in residential facilities is assigned to the Management Company. The scope of its tasks and area of ​​responsibility includes ensuring the normal operation of residential heating systems, sewerage and water supply systems. This norm was approved by the Decree of the Gosstroy of the Russian Federation No. 170 of September 27, 2003. Therefore, if your house is serviced by the Management Company, all questions about the normal operation of heating are directed to it.

The organization on whose balance sheet your house is located is responsible for maintaining the normal temperature regime in the rooms covered by the central heating system. The competence of the management company also includes control over the temperature of the coolant at the outlet (return).

This also includes control over the technical side of the issue. Assessing the state of engineering networks, carrying out scheduled routine maintenance and inspections in order to identify the technical non-compliance of common property with established standards - all this and much more is part of the responsibilities of the management company.

Inspection of the centralized heating system is carried out by a specialist whose duties include the elimination of detected malfunctions in the operation of heating, as well as the prevention of cases of excessive heat consumption of a residential facility. This inspection is usually carried out once a year.According to the results of the inspection, appropriate repair work is carried out, adjustments are made to the preparation of the residential building for the next heating season.

Evaluating the above, and fixed at the regulatory level, it is clear who is responsible for the state of the heating networks in a residential building and whose competence includes organizing the normal operation of the heating system directly in the house. Thus, all responsibility for the proper condition of the common property to you and the residents of other apartments in your house lies with the management company or housing office, with which you have a very warm and difficult relationship.

Out of habit, when the heating system does not work, we blame the energy company, which ensures the supply of heat to residential buildings. Few of us think that the supplier company is responsible for the temperature of the coolant, which must comply with the established standards, for normal operation in the line. The responsibility of the utilities extends to the functionality of the backbone networks to the place where your house is connected. Further, the management company or housing office is responsible for the heat in your house.

There are options when the temperature of the coolant is not sufficient for normal heating of residential premises, there are interruptions with the inclusion of centralized heating on time. In these cases, the responsibility lies entirely with the energy company that supplies heat to your apartments.

What does the legislation say?

It can be immediately noted that these issues are strictly regulated in the legislation. Even if there is an urgent need to shut down, services should alert citizens.According to the rules, the manager or other responsible organization must notify in advance about the work.

If the situation is an emergency, then consumers have every right to know about the reasons why the work is being done. Also, utilities must provide information about when the supply will be restored.

There are many new houses in which the water supply system has not yet outlived its usefulness, but there are many buildings that were erected in the last century. Accordingly, in such buildings, the system often fails, which is why interruptions may occur. But it is worth having information on hand on where to file a complaint, who to contact.

Summer time is considered to be calmer, since there are much fewer negative factors affecting the system. That is why preventive work and inspections are carried out at this time. This helps to prevent a number of accidents in the systems. But you need to understand that not all situations can be prevented.

How to write a complaint?

You have already decided where to write a complaint if there is no heating. No matter where you write a claim, in most cases it will be effective and will force unscrupulous public utilities to fulfill their duties.

It is important that the complaint is drafted correctly, namely:

• In the right corner, you must enter the name of the institution to which the complaint is filed;
• Below is the information of the tenant, including the phone number;
• The second part is a statement of the essence of the problem. Specify the date the problem occurred;
• Attach to the appeal all past appeals and acts, as well as answers from previous instances;
• Demand to take action;
• At the end of the complaint, indicate the date and sign.

Competent drafting of a complaint is possible only with knowledge of many legal nuances. That is why it is advisable to resort to sample applications from the Internet, or contact a lawyer.

The paper is drawn up in two copies, and the second option remains with the tenants. Remember that by teaming up with other tenants, you can achieve an expedited resolution of the issue.

Reasons for the lack of heat

There are many options for non-delivery of coolant to consumers, but a sharp drop in temperature makes homeowners act energetically. Let us examine separately, according to the areas of responsibility determined by the legislative acts of the Russian Federation, the non-delivery of energy resources, their possible causes.

Before writing a complaint about the lack of heating in the apartment, decide on the reason to whom to complain.

Heat supply organization

When drawing up an agreement between a management company and a heat supply organization, the boundaries of responsibility for the regime and quality of public services are indicated (clause 21 of Resolution No. 354). The organization supplying heat is responsible for the condition of the heating main to the first shut-off valve of the heating unit of the general house heat supply system.

The lack of coolant flow has the following reasons:

1. There was no period when the air temperature in a row fell below +8 0С for 5 consecutive days (Government Decree No. 354). Here the question is that there is no heating in the apartment, where you should not complain, the heating period has not yet begun. There will be no heat in all apartment buildings powered by this boiler house.
2. The equipment of the boiler room is faulty or there was a rush on the heating main during pressure testing.Here the organization itself will try to remove the malfunction as soon as possible. Claims for violation of consumer rights can be sent to the management company if the air temperature in residential premises is below the standard.
3. Insufficient coolant temperature or low pressure.

Area of ​​responsibility of the management company

The area of ​​responsibility of the Criminal Code includes the entire system heating supply of an apartment building from the thermal input node. This includes shut-off and distribution valves, inlet and outlet pipes, a common house meter, and risers.

Areas of responsibility for the state of the district heating system

When the house has a zoned floor-by-floor distribution of the coolant, the area of ​​​​responsibility ends at the first shut-off valve of the apartment heating system of the floor heating unit.

The management company must ensure favorable and safe living conditions for citizens, the proper maintenance of common property, and provide high-quality public services (paragraph 31 of Resolution No. 354).

Malfunctions that often occur in the domestic heating system of the house:

1. Breakage of a pressure pipe in a heating point or distribution system, including risers, during pressure testing, after it.
2. Malfunction of shut-off, control valves.
3. The imbalance of the system, everything works, but the heating battery in the apartment does not heat well.
4. Remaining air in the system.

In these cases, the problems are solved by the technical means of the management company in the shortest possible time. The batteries will remain cold in the entire apartment building or individual floors on a specific riser.

Ask your neighbors how they are with heat supply, whether all the batteries are hot, which riser is not working, perhaps they have already filed a complaint about poor heating in the apartment, where to complain to you. Unbalance occurs when there is a lack of pressure, a malfunction of the balancing pair of valves of a particular riser. It happens that the neighbor from below, without authorization, changed the devices to new ones, with a higher hydraulic resistance, for which he will be punished (paragraphs 35 c, e, c No. 354).

Consumer zone

Checking the radiator With a riser system, the wiring, starting with a tie-in to the riser, pressure pipes, return pipes, heating elements of the apartment - all this is the responsibility of the consumer. With zoned floor wiring, this zone starts from the first shut-off valve in the direction of the apartment or distribution cabinet.

The consumer bears full responsibility for the state of the heating system of the apartment. Hence the complaint if there is no heating does not make sense in your apartment, you can make an emergency call through the dispatch service to shut off the coolant supply at the accident site.

In addition, the consumer is financially responsible to other residents affected by the accident. With zoned floor wiring, the consumer can freely install any heating elements, even install underfloor heating with connection to the central pipeline.

For any of the above troubleshooting options, contact the management company to resolve the issue. She is the first instance where to go if there are problems with heating in the apartment.

On what grounds can they refuse and what to do in this case?

The main reasons for refusal to consider the complaint are:

• incorrectly addressed complaint (the organization is incompetent in resolving this issue);
• incorrectly drafted complaint (no specific request, instructions);
• lack of direct evidence of a violation of the law;
• no violation at the time the complaint was filed or responded to.

In such cases, it is necessary to complain to higher authorities, taking into account the indicated shortcomings, or try to fix the offense not only in writing, but also with the help of photo and video materials. Disconnection of water is a significant problem, especially in summer and, first of all, for citizens whose physical condition requires uninterrupted round-the-clock water supply.

In such cases, it is important for residents to coordinate their actions, prepare evidence of the violation and contact the authorities authorized to resolve the issue.

To resolve your issue, contact a lawyer for help. We will select a specialist for you. Call 8 (800) 350-14-90

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Step-by-step instructions for making a recalculation

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Remote control heating

For residents of country houses or empty apartments, a new remote heating system is very convenient. Thanks to it, monitoring the temperature regime in the house is greatly facilitated, with the possibility of effective adjustment. A telephone that supports GSM network standards can be used to control the heating. All that is required to turn off or turn on the heating is to send the appropriate SMS: this allows you to control the level of heating in your home from a distance.

GSM-controllers can be equipped with electric, gas and convective heating systems. The main thing is that the boiler equipment is automatic, and there are no interruptions in mobile communications in the area. Informing about changes in the operating mode of the system is also carried out via SMS. This allows you to control the temperature of heating a home at a distance of hundreds and thousands of kilometers.

Interruptions in the heating of dwellings sometimes occur, and the reasons for this unpleasant phenomenon may be different. The main thing is to have information about where to call when the heating is turned off.A well-written complaint significantly increases the chances of a prompt resolution of problems.