Where to contact and call if there is no heating: practical advice

Organizations to contact

The very first instance where to turn if there is no heating is the emergency dispatch service. The telephone number of such a service is usually available in the directory. The dispatcher is obliged to accept the application and send employees of the heating network in the near future to find out the reason for the lack of heating.

After the specialist arrives at the address, you need to make sure that the master draws up an act. In this document, you must indicate that at the time of the application for the call of heat in the apartment was not. The act is drawn up in two copies: one remains with the owner of the housing, the second is taken with them by the employees of the heating network. After that, the problem is usually fixed as soon as possible.

There are several places where you can submit your complaint.

But the emergency service is not the only organization dealing with such issues. Other options for where to call if there is no heating are:

1. A management company that provides home maintenance (HOA and others).
2. Service that monitors the proper operation of buildings.
3. City housing inspection.

If the heat has not returned to the apartments even after these organizations have been made aware of the existing problem, then you need to file a complaint with higher authorities. These structures include:

1. Locality administration.
2. Hotline services for housing and communal services.
3. Rospotrebnadzor.
4. Prosecutor's office.
5. Court.

Drafting a complaint

If calls to authorities did not help solve the problem, then written complaints should be drawn up. In order for the issue to be considered quickly and in favor of the applicant, it is necessary to draw up an appeal correctly. What should be indicated in documents of this type:

1. The name of the organization to which the complaint is directed.
2. FULL NAME. applicant, his address of residence, telephone number for communication.
3. A detailed description of the situation: from what date problems with heating were noticed in the apartment, where they turned for help, the answers received and similar information.
4. Applicant's requirements.
5. Date of preparation of the paper, signature.

The requirement to recalculate the cost of the service

If there was no heat in the apartment for a long time, then the tenants have the right to demand that the payment for this service be recalculated. Such a requirement should come from the owner of the apartment, because the utilities themselves will not do this.

The request form is similar to the complaint form, only at the end you need to indicate your request for a recalculation.

How to make a complaint

The complaint is made in writing.

To compile it, you will need an A4 sheet. Great if it is possible to draw up a document using a computer.

However, handwritten documents are allowed.

1. The heading of the application indicates the authority to which the application is sent.
2. Name, surname and patronymic of the applicant.
3. If the appeal comes from several citizens at once, then you can list the initials of all.
4. The address of registration at the place of residence is indicated, as well as a contact phone number.
5. The appeal "Complaint" is written in the center of the line.
6. And already under this name the essence of the problem is stated.

In the first part of your claim letter, you must indicate what violations in the company's activities were identified by the residents. What obligations are not met. For example, employees of the management company do not take out the garbage, and the requests of the residents are refused.

It is necessary to refer to the legislation, according to which such activity is a violation of the rights of residents and the current contract.

Once you've outlined the gist of the complaint, you can move on to discussing the steps you can take to improve the situation. For example, a change in leadership, payment of compensation, or the implementation of certain actions by employees of the management company.

After the presentation, it is necessary to put the date of writing the document, and the personal signature of each of the applicants, if possible, with a transcript.

The document must be drawn up in 2 copies. One is submitted to a government agency, and the other remains with you. It will be required if there is an appeal to the court.

The term for consideration of the application by each state body varies.

I would like to believe that you will be able to negotiate with the employees of your managing organization without such measures as writing a complaint and applying for justice to state bodies.

Perhaps the employees do not see what their mistake is, and you, by holding meetings and drawing up new agreements between the parties, will be able to independently regulate the relationship between the manager and the tenants.

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Features of the procedure

Utilities are required to respond as quickly as possible to such complaints. Since the heating season is the most dangerous, not only in terms of the health of ordinary citizens. But also for engineering communications. If you do not take timely action on troubleshooting, there may be serious consequences for those. What will cause damage.

Key questions to consider first:

• when to sound the alarm;
• how to write a complaint;
• is it worth paying for heat that was not there;
• remote control system;
• important aspects;
• what is regulated.

When to sound the alarm

There are standard norms for heating residential premises. Then you need to deal with all those in advance. Control should be carried out independently.

GOST 30494-2011 is the standard regulatory document, within the framework of compliance with the norms of which space heating should be carried out. According to this, in the regions in residential premises the temperature should not fall below +18 0С.

Separately, standards are set for the regions of the Far North, the Khabarovsk Territory and some others. For residential premises, the temperature should be at least +20 0С. At the same time, for the kitchen, as well as the sanitary unit - at least +18 0С.

From 00.00 to 05.00 in the morning, the temperature may drop by no more than 3 0С. The boiling point in hot water pipes is increased to 170-180 0C due to high pressure. It is 7-8 atmospheres. It is simply not possible to independently measure the pressure in the pipes.

Therefore, it is necessary to call the supervisory authorities in this case. If the temperature in the apartment does not correspond to the parameters stated above, then you must immediately complain to the relevant authorities.

How to write a complaint

Compiling a complaint about heating in an apartment is simplified as much as possible. This procedure has its own subtleties, features. But at the same time, the complaint itself does not have a rigidly established form.

It must necessarily include the following:

• details of the head of the organization to which the complaint is sent;
• name of the institution - UK, HOA, other;
• the exact address of the property is indicated;
• details of the complainant;
• confirmation of arguments about violation of norms, standards of heating;
• requirements.

At the bottom of the document is a signature with a transcript. The date must also be entered.Sending must be done by registered mail, with a description of the attachment. Otherwise, to prove the dispatch, delivery will be simply impossible.

Is it worth paying for the heat that was not there

This issue needs to be worked out. As a rule, RNOs or MCs simply do not want to recalculate heat payments on a voluntary basis. In this case, it will again be necessary to apply to the court to resolve such a situation.

Remote control system

Many new houses are supplied with a special remote control system for heat supply. This allows you to correct the situation regarding low temperatures with minimal time. But, as a rule, in new houses there are simply no problems with heating.

Video: where to call

Important Aspects

The main important aspects include:

• the existence of a violation must be recorded;
• the elimination process should be carried out within a day;
• the issue must be resolved as quickly as possible.

What to do if the house has cold batteries

For more than a month, pensioners lived in an apartment with cold radiators at the very height of the heating season. The long-awaited warmth came to the house of elderly residents of Barnaul only after the intervention of the Center for the Protection of Citizens' Rights. Next, the management company enters the process. She is obliged to immediately create a special commission, which will include representatives of the UK, the thermal inspectorate and the apartment owner himself. Within 24 hours, the resident must be informed of the date and time of the inspection.

Sometimes, the smallest mistake becomes the reason for refusal to consider the claim.For this reason, experts strongly recommend that you contact an experienced lawyer who will help you form the document correctly, give recommendations regarding the next steps, and answer related questions.

If the problem has not been resolved within 7-10 days, you need to find out the number where to call if the cold batteries remain cold. You can also pay a visit to the housing and communal services and get explanations directly. A positive response about the ongoing decision process should be supported by specific dates for which all the required work will be done.

The second problem that Russians often face is ignorance of the rules for filing such complaints. This is due to the fact that the current legislation of Russia has many specific features and nuances, and only a qualified specialist can understand them.

The solution period is limited to a week, the only exception is the occurrence of a number of problems during repairs (detection of complete unusability of not only a secondary, but also one of the central branches of communications). If the problem of cold batteries lies in the batteries themselves, then they will need to be replaced by the owner of the apartment. It is possible to carry out work only after obtaining the appropriate permission from the management service. But in winter this will be possible only in exceptional cases (a small child, a paralyzed family member). After all, turning off the riser around the house will become a problem for other residents, therefore it is prohibited by the state. If entering the apartment you feel a pleasant creaking of snow under slippers, it means that public utilities are clearly saving on heating the house. Of course, warming a high-rise building is much more difficult than a kettle.But if the apartment is cold, like at the North Pole, then making fires or warming yourself with a gas stove is not the best option.

It must be borne in mind that the commission must measure the air temperature in the apartment with a special device. A regular thermometer will not work for this. Since it gives an error of 2 degrees. According to residents who have already gone through the path of the Cold War, often out of a dozen devices, housing and communal services workers choose the one that has the greatest error in the right direction, and it is with this device that the measurement is made. To from several alcohol thermometers of accuracy class ± 2? With choose the "necessary", which at 16? C will show 18? C, housing and communal services workers will not need much work.

If these standards are violated, the heating fee must be reduced:

• by 0.15% for each hour of overscheduled shutdown or temperature mismatch;
• by 0.1% of the amount of the monthly payment in case of a deviation from the norm by -3˚С;
• by 0.1% for each hour of excess heat shutdown per month (the norm is 24 hours/month).

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 management company includes the entire heat supply system of an apartment building from the thermal input unit. 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 - complaining if there is no heating in your apartment does not make sense, 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.

Cold batteries in the apartment Where to complain

Where to complain about cold batteries? With the onset of the cold season, many district heating users face a number of problems. One of them may be the banal lack of heat in the apartment. However, if the deadlines for its elimination are unreasonably delayed, you should find out who to complain about cold batteries in the apartment, and what can be done.

Often, the reason for this can be a banal accident or other force majeure situation. Some are in a hurry to get a heater, but this is too expensive an option, as you will overpay for extra kilowatts. Therefore, you need to understand where to complain about cold batteries in Moscow and where to call if the batteries are cold.

The legislation of the Russian Federation clearly defines the temperature standards in residential premises. The apartment must be at least 18 degrees Celsius. There are separate rules for entrances, basements and attics. If the radiator does not warm up your living space to the standards established by law, then you need a complaint about cold batteries.

Cold in the apartment: where to go in Moscow?

1. Management Company.The responsibilities of the management company include not only monitoring the timely payment of utility bills.

   She is also obliged to monitor the very quality of the provision of gas, water, electricity and heating, including eliminating the situation when the battery is cold from below.

2. Where else to turn if there are cold batteries in the apartment? GZhI - State Housing Inspectorate.

   This institution receives calls around the clock. Here you can call and complain about cold batteries in Moscow. They will tell you where else you can report cold batteries in Moscow.

   However, it will be much more effective and faster to solve the problem if you file a collective complaint in writing. In the event that several of your neighbors do not have heating, you should unite with them and collect as many signatures as possible.

How to write a claim?

A complaint to the Criminal Code about cold batteries is written in four copies, a sample can be downloaded here. Two - in the name of the General Director of the Criminal Code, and two - in the GZhI. Each organization must return one copy to you with a mark and date of acceptance, as well as indicating the name of the person who accepted the document.

In the application for cold batteries, be sure to indicate the reason for the appeal with a detailed description. In your case, it will consist in the inadequate quality of the provision of heating services in a residential area, that is, that you have cold batteries in your apartment and where you just did not complain in Moscow.

An application when it is cold in the apartment can also be sent by mail, by registered mail with notification. By law, the complaint must be considered within five working days.

Using a sample complaint about cold batteries in an apartment, you can achieve improper provision of services from the management company.

Where to go if the problem is not solved?

Where to complain about cold batteries if the claim has not been answered, and your requests to raise the temperature in the apartment are ignored by the management company. It is not necessary to put up with cold or barely warm batteries.

Two weeks later, after sending a claim, if the problem has not been resolved, and the cold batteries in the apartment have not become warmer, and the GZhI did not tell you where to complain, you need to move on to more serious actions. Appeal to higher authorities will help to influence the inaction of public utilities.

Contacting Rospotrebnadzor

You can complain about cold batteries to this organization. It acts within the interests of consumers and takes the necessary measures to resolve problematic issues, such as, for example, the provision of poor-quality services to the population. Already on the basis of their written request, there will be pressure on the Criminal Code. More often it works, and the management company begins to provide its services as expected.

Application to the prosecutor's office

A written application to the prosecutor's office will help identify the reasons for the improper provision of services to the Criminal Code, as well as why the Criminal Code did not solve the problem within the time period established by law.

Statement of claim in court

The last resort will be the court. You need to prepare to provide all the required documents proving that the apartment is really cold. Of course, it will not be easy to prepare a package of documents on your own, so it is better to contact a lawyer in this area.

He will prepare a statement of claim, where he will describe in detail where you have already complained about cold batteries in Moscow, collect the necessary documents and pay the state duty. And then it remains only to wait for the court session, where your problem will be solved.You may be interested in why corner apartments have cold radiators.

Norms and principle of operation of the heating system in MKD

Apartment buildings are divided into two areas:

1. Individual possessions - apartments, living rooms and an adjacent area.
2. Common property - the area around the MKD, elevators, halls, engineering and technical communications, etc.

In accordance with the Housing Code of Russia, the owners are responsible for the first type, for the second - the management company or HOA on the basis of an agreement concluded with the owners. With regard to heat supply batteries, conflicts have one ground - who is responsible for poor heating in apartments, monitor the condition of radiators.

Temperature regime

At the legislative level, standards for heat supply of housing have been approved, providing a comfortable microclimate during the heating season.

According to the current standards, the following regime should be established in the apartments:

Table 1.

Room type	Norms of temperature indicators, ° С
Room:
Usual location	18
Angular	20
Bathroom	25
Separate bathroom	18
Combined toilet	25
kitchen area	18

Watch the video: "How to stop paying for heat in neighbors' apartments."

Operation of the heating system

In such situations, the management company is obliged to inspect the central highway and adjacent branches. A UK specialist is authorized to identify and eliminate heating defects. In addition, the employee takes preventive measures to prevent overspending of the resource in the MKD. Analysis of the utility network should be carried out once every 12 months. Based on the results of the actions, repairs are carried out, adjustments are made to the documents on preparing the house for the heating period.

These actions are enshrined in regulations. Thus, the company on whose balance sheet the house is listed is responsible for the operation and maintenance of the heating system. Responsibility for the proper provision of services to the consumer also lies with UK or ZhEKwith whom the contract is concluded.

Often, a resource supplying enterprise or a boiler house is accused of poor-quality service. In fact, these organizations are required to monitor normal pressure and temperature to the MKD connection point. Further, the highway is on the balance sheet of the HOA, the management company, the housing department. Accordingly, if you complain about the heating in the apartment, then only to these structures.

Heat standards in residential premises

Before complaining about the poor quality of heating or calling somewhere if there is no heating, you need to make sure that the problem really exists. What is meant: some people are more "heat-loving", so sometimes even the room temperature that is comfortable for many seems insufficient to them. To make sure that there are problems with heat in the apartment, an ordinary room thermometer is enough.

In this video you will learn how to solve problems with heating:

Temperature standards in apartments

In houses where central heating is provided, special standards have been established that provide for certain indicators of air temperature in residential premises. These norms are determined by GOST “Housing and communal services. General technical conditions". Their values ​​are as follows:

1. Kitchens, separate bathroom, living rooms - 18°C. Moreover, if the apartment is angular, then the heat index for it cannot be lower than 20 ° C.
2. Bathroom, combined bathroom - 25°C.
3. Staircase - 16°C.

This is useful: SNiP heating standards for apartment buildings.

In living rooms, the temperature should be at least 18 degrees

Heat in the cold season should be supplied to residential buildings without interruption. This is indicated in Decree of the Government of the Russian Federation No. 354. But sometimes situations arise when it is simply impossible to do without stopping the supply of coolant to apartments (for example, accidents on a heating main). The same document also spells out the standards for permissible heat shutdown:

1. No more than 24 hours per month.
2. No more than 16 hours, provided that the temperature in the living quarters does not fall below 12°C.
3. If the temperature in the living rooms is less than 12°C, but not lower than 10°C, then the permissible time of absence of heat cannot be longer than 8 hours.
4. If the apartment is only 8-10°C, then the batteries should not be cold for more than 4 hours.

Causes of possible problems

The most common version that occurs among residents suffering from a lack of heat in their apartments is the weak competence of utilities. But in fact, such an opinion is very far from reality, because no one specifically tries to make people feel uncomfortable living. Public utilities employees are aware that some of their actions or inactions can lead to a flow of complaints to various organizations. And this is already fraught with various sanctions for the workers themselves. In reality, the common reasons for the lack of heat in apartments are:

1. Problems with the heat supply in the apartment itself (air got into the radiators, which prevents the coolant from circulating normally). To exclude this option, a person just needs to talk with neighbors and check with them how things are with the heat in their apartments.And the second check option is to touch the heat supply pipe to the riser with your hand: if it is hot, but the batteries in the apartment are not, then the problem is probably “internal”, apartment.
2. The accident occurred on the heating main. In this case, the residents of the nearest houses will also be cold in the apartments.
3. Neighbors carry out repair work on heating systems. In this case, heating may also be lost in apartments located along the same riser with the one where repairs are being carried out.

If not included

here

These may be the following instances:

• managing organization engaged in the maintenance of an apartment building;
• housing inspection of the settlement.

In addition, without waiting for a response from the above institutions, residents of problem houses can prepare complaints regarding the issue of heat supply to the house, in:

• relevant department of the district administration;
• territorial division of Rospotrebnadzor;
• the Prosecutor's Office of Russia;
• courts.

It can be sent by mail or using the online service of the organization's website.

However, the claim is sent on the condition that the public service employees ignore the complaints of the applicants and do not take any measures to eliminate problematic situations.

Regulatory authorities will be able to quickly respond to a complaint, identify the person responsible for fixing the problem, and hold the organization accountable, giving it time to eliminate the causes.

Expert advice: you should complain about poor-quality heating if the temperature standards for the living space are not observed.

In what cases can the water be turned off?

By law, without warning, public utilities can turn off water or heating in the entire house only in two cases:

• if there is a threat of emergencies on equipment or networks,
• in the event of emergencies or natural disasters.

However, there are other situations where the management company has the right to restrict the provision of utilities.

1. In case of incomplete payment by the consumer of utility services. There are several nuances here. First, the debt for one or more utilities must be no less than 6 months. A smaller amount of debt is not a reason for disconnection. Secondly, if the debtor has signed an agreement to repay the debt and is fulfilling it, he also does not have the right to stop providing utilities. However, you should not break the repayment schedule. One wrong step and you could be out of hot water.
2. In the case of scheduled preventive repairs and maintenance of in-house engineering systems related to the common property of the owners of premises in an apartment building. First of all, we are talking about the traditional summer shutdown of hot water.
3. In case of revealing the fact of unauthorized connection of the consumer to intra-house engineering systems.
4. In case of receipt of the relevant order of the authorized state or municipal authorities.
5. In the event that the consumer uses household appliances with a power exceeding the technical characteristics of the in-house engineering systems specified in the technical passport of the dwelling.
6. In the event that the communications in your apartment are in an unsatisfactory state through your fault. By law, we ourselves are responsible for the pipes and wiring in our apartments.That is, if there are any problems, it is our responsibility to call the master and eliminate them, otherwise we will create a threat to the life and property of other residents.

Keep in mind - in all these cases, the management company is obliged to notify you in writing about the planned shutdown 1 month in advance. And one more important point. You have no right to turn off cold water and heating for debts. Here is what is said about this in government decree No. 307 On the procedure for providing public services to citizens:.