Where to go to complain about lack of heating. Where to go if there is no heating: useful tips for solving an urgent issue

> If there are cold radiators in the apartment, where to go, call and what to do

In accordance with Russian legislation, when operating the system central heating residential buildings must ensure optimal (not lower than permissible) air temperature in heated rooms.

If the temperature regime in certain rooms is violated, the contractor (management company, service organization) is obliged to adjust the heating system and install additional heating devices.

Air temperature in residential buildings cold period year should not be lower than the values ​​​​provided by the standards.

In accordance with Government Decree Russian Federation dated May 6, 2011 N 354 “On the provision of utility services to owners and users of premises in apartment buildings and residential buildings”, the air temperature in residential premises must be at least +18 degrees Celsius, in corner rooms- not lower than +20 degrees.

Step-by-step instructions for independent

What should you do if you have cold radiators in your apartment?

We need to start with the organizations serving the homes. If this is a management company, then all complaints should be addressed to it; if it is an HOA, go to the chairman. If the contracts were signed directly with service providers - water supply and energy supply organizations, then you will have to deal with them yourself.

First, look carefully at your contract. It may set out some special procedure for filing a claim. For example, only by registered mail or only to the head office of the management organization, etc. Written complaint submitted in two copies, one of which is given to the performer, and the other is marked with acceptance. Make sure that the mark does not just contain the name of the person receiving, but contains the stamp of the organization, as well as the date and time of reception. If the claim is not accepted, then it must be sent by mail with acknowledgment of receipt. If you are asked to file a complaint by telephone, then you need to find out under what number in the log book the complaint was registered and who received the call. If necessary, this will help you prove the fact and time of contacting utility companies.

The claim must indicate that the temperature in the apartment is below the standard established by the Sanitary and Epidemiological Rules and Standards SanPiN 2.1.2.2645-10, paragraphs. 4.3, 4.4, 4.8, 4.9, Decree of the Government of the Russian Federation No. 354 pp. 49-n), request that temperature measurements be taken in the apartment in accordance with the SANITARY AND EPIDEMIOLOGICAL REQUIREMENTS FOR LIVING CONDITIONS IN RESIDENTIAL BUILDINGS AND PREMISES.

A representative of the management company should come to your apartment and draw up a report stating that utilities are not provided or are provided with poor quality. If there are disagreements between you and the utility company regarding the quality of services, the inspection will be repeated. A representative of the Housing Inspectorate is invited to attend. In addition, you can call an independent specialist yourself. Based on the results of the inspection, a report is drawn up, which is signed by you and the representatives of the commission. The document can also be signed by everyone present. The act is drawn up in two copies, one of which remains with you, the other with the utility companies. If it is known that the cause of the outage is an accident, no additional verification is required.

If the management company does not respond to your letter, or responds with an unsubscribe, but does not take measures to eliminate your problem, CONTACT consistently to following organizations(or better yet, several at once, of your choice):

1. To the State Housing Inspectorate of your area.
2.To the district office of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor).
3. To the local body of the Federal antimonopoly service(Teploenergo, CHP, Vodokanal and other suppliers are usually monopolists, and their actions are controlled by the FAS).
4. To regional (regional) and municipal (city, district) authorities - to the governor, etc.
5. The prosecutor's office - they are also obliged to protect the rights of consumers.
6. Go to court - and demand compensation for your losses. For example, if in the cold you used heating devices and the electricity bill significantly exceeds the usual amounts. You can also demand compensation for moral damage.

IMPORTANT

When is recalculation due?

Established by law deadlines interruptions in the provision of utility services, after which the service organization is obliged to recalculate the payment for them.

HEATING

At emergency shutdown heating should be restored in no more than 16 hours - if the air temperature in the apartments is not lower than twelve degrees. And 4 hours in advance if the temperature drops below 10 degrees. Exceeding the deadlines entails a reduction in the fee by 0.15% of the cost of the tariff for each hour of excess. And by the same amount - for each degree of deviation from temperature regime.

COLD WATER

If there is no water for more than eight hours in total within one month, or more than four hours at a time (and in the event of a pipeline accident - within 24 hours), the water fee is reduced by 0.15 percent of its cost for each hour of water absence.

HOT WATER

Its temperature should be at least 50, maximum 75 degrees. Deviations are allowed at night by no more than five degrees, during the day - by no more than three degrees. For every three degrees of deviation of water from the standard, the fee is reduced by 0.1% of the cost for each hour of deviation. If the water temperature is below forty degrees, then hot water You can pay at cold rates.

ELECTRICITY

If it is not available, the fee is reduced by 0.15% of the cost of the tariff for each hour of non-provision of the service.

He may be absent from apartments for no more than four hours in total during one month. Its pressure must meet the requirements of federal standards. If there is no gas for longer than this time, you can demand a reduction in the fee by 0.15% of the cost of the tariff for each hour. Absence normal pressure gives the right to exclude from payment the days during which substandard gas was supplied.

Sample application to the management company with a request to measure the temperature in the apartment

In ________________(name

Management company)

From: _____________________,

Address: ___________________.

Statement

I, ______________________ (full name) am the owner of an apartment at the above address in a building managed by your organization.

In my apartment in the period from ______ to ________ there are cold radiators, and the temperature in the apartment is below the standard established by the Sanitary and Epidemiological Rules and Standards SanPiN 2.1.2.2645-10, paragraphs. 4.3, 4.4, 4.8, 4.9, Decree of the Government of the Russian Federation No. 354 pp. 49-n),

Based on the foregoing

I demand that the temperature in the apartment be measured in accordance with the sanitary and epidemiological requirements for living conditions in residential buildings and premises.

"____"____________2016 _____________(________________)

High-quality information on topics such as poor heating in the apartment: where to complain, where you can get a sample complaint about the lack of heat in apartment building Who is to blame for the fact that the batteries are cold? Submit an application for recalculation.

Residents are particularly irritated apartment buildings This is caused by the fact that the heating radiator in the apartment does not heat well, and you will have to pay for the heat.

In fact, it's not all that sad.

There are organizations responsible for the quality of services provided, and there is a law that protects consumers if these services do not comply with legal standards.

Who is to blame for the fact that it is “winter” in the apartment?

It’s so common that in case of trouble, people always look for someone to blame. When with the onset heating season The long-awaited warmth has not appeared, and the question becomes urgent: who is responsible for the heating in the apartment.
Before finding out, you need to determine why the heating radiator in the apartment is not heating well or the radiators are hot and the apartment is cold.

There are several reasons for this:

1. When one half of the battery is warm (top) and the other is cold, the reason is either clogged or airy. If the system is old, then it is not surprising that it is clogged with sediment and corrosion. IN summer period Heating engineers must carry out preventive cleaning of the system; if this has not been done, then clogging of the radiators and insufficient heating in the apartment lies on the conscience of the utility services. You can remove airiness yourself by unscrewing the Mayevsky valve or the plugs from the radiator and releasing the air.
2. If the residents of the apartment independently replaced the old one heating system on new design and errors were made during installation, the radiators will not warm up sufficiently. In this case, there is no need to look for an answer outside who is responsible for the heating radiators in apartments. He is unambiguous - the owner of the apartment.
3. When the cause of the cold is the slow movement of coolant through the system, the service that supplies heat to the building may be to blame. As a rule, this problem occurs when the circulation of coolant in the pipes is disrupted due to bad work pump Heating engineers are required to check the efficiency of all components of the system, so in this case a complaint about heating in the apartment will not be out of place.

The lack of heat in the premises is not always the fault of the organizations providing it to consumers. Often, residents of apartment buildings secretly install water heated floor systems or put them on bypass locking device, which is strictly prohibited. In any case, before writing a complaint about poor heating in the apartment, it makes sense to invite heating network workers to your place so that they can identify the cause of the cold. They are the ones who are responsible for heating in an apartment building. It’s easier for them to detect “illegal” installations among residents of the house.

Standard battery temperature

Before wondering what to do when you discover poor heating in an apartment, you need to know what rights consumers have. Heat standards are approved by law and only by checking them can you decide whether there is a discrepancy between them and the services provided.

Only after this should you go and make a complaint about the heating in the apartment or write a complaint about the heating in the apartment (the 2017 sample will be provided to you by the relevant service).

The approved criteria for heat in residential premises are:

• For corner apartments The optimal temperature is +20;
• in rooms it should be no lower than +18 degrees;
• in the bathroom - +25.

These figures may vary depending on the region.

The norm is considered to be a decrease in the temperature in the apartment at night to 3 degrees (during the daytime, a drop of 2 degrees is considered a violation) and if this happens, then a recalculation of the heating in the apartment is required. Whether it’s cold or not in the room doesn’t matter. The consumer is not obliged to pay in full for services that do not comply with approved standards.

You can carry out the test yourself using a regular medical thermometer, but for this you need to fulfill 2 conditions:

1. Measurements are carried out only on internal walls , but the distance from external wall, if any, it must be at least a meter. The thermometer should be kept one and a half meters from the floor.
2. You need to add 2 degrees to the results obtained.

And only after that think, if there is no heating in the apartment, where to call and who to complain about poor heating in the apartment. There are several examples of complaints about the lack of heating in an apartment, but, as a rule, it is often enough to report the problem to the Housing Office for a commission to come from there and record the fact that the client is right.

The heating in the apartment does not work, where can I complain? Read about it below.

Poor heating in the apartment: where to complain?

Where can I complain about the lack of heating in my apartment? Often residents multi-storey buildings They simply don’t know where to complain when there is no heating in the apartment, and they think that they need to immediately go to court. This is fundamentally the wrong approach.

To file a complaint about poor heating in an apartment, there is also a sequence of actions:

1. First, you need to start with your housing office or organization that provides heating services. To do this, in our time it is absolutely not necessary to go to these institutions and stand in queues there. It is enough to call and file a complaint, writing down the name of the person who accepted it and the number under which it was included in the application registration book.

   A personal visit to the utility service will speed up the process of reviewing the complaint, and service workers can come on the same day to document its legitimacy. By law, heating network technicians are required to check the cause of the complaint within two days. If they did not appear or considered that the consumer’s claims were unfounded, then you can move on to the next stage of action.

2. Secondly, the following complaint about poor heating in the apartment (a sample is provided in the office) is submitted to the head of the housing office or the organization supplying heat. You can go further and immediately send your application to the head of the housing and communal services department of the district administration.

All applications must be submitted in duplicate, indicating their number in the registration book, date of submission, signature of the person who accepted them and the stamp of the organization.

By law, the service to which the complaint was sent is required to respond to it within 30 days. Only after these authorities have ignored the statements and measures to correct the problems in the heating system have not been taken can it be possible to sue the heat suppliers.

Submitting an application for recalculation

The question of where to go if there is no heating in the apartment for recalculation is very relevant, since no one wants to pay for services that were not provided.

In order to pay less, a report on the lack of heating in the apartment must be drawn up (a sample is drawn up by an experienced lawyer in the presence of a commission), confirming that the heat in the apartment does not comply with accepted GOST standards.

After that:

1. A statement is written about the lack of heating in the apartment(a sample can be obtained in the office or on the organization’s website) addressed to the head of the management company.
2. Indicate in it the temperature indicators indoors and outdoors at the time of drawing up the act.
3. Note how the data differs from the standards.
4. Formulate your claims, which may consist of both a request to recalculate payment and a requirement to normalize the operation of the heating system in the apartment.

Utility companies often “lie” by claiming that the temperature should be +18 in the entire apartment without exception, relying on the fact that consumers do not know the standards. That is why it is important to indicate in the application the difference between the norm and the actual temperature in each room.

Based on the above, we can conclude that identifying the culprits of the cold in the apartment, as well as obliging them to correct problems with the heating system at their own expense and recalculate payments, is quite realistic and one should not give up consumer rights to receive quality services.

Outside the window for a long time subzero temperature, are the radiators in your apartment still cold? Yes, the management company knows how to present surprises. Or maybe it’s not a matter of their irresponsibility, but a banal breakdown? Read the article about why batteries may not heat up, and also about where to complain if the heating is simply not turned on for you.

The issue of the beginning of the heating season is regulated by Decree of the Government of the Russian Federation No. 354 of May 6, 2011 “On the provision of utility services to owners and users of premises in apartment buildings.”

The heating season period is set individually for each region. It depends on the temperature level outside the window. At what temperature do you turn on the heating in apartments? Heat must be supplied to residential buildings if the outside temperature is below 8°C for five days in a row.

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When the approximate start date of the heating season is behind, and the radiators in the apartment are cold, there may be several reasons for this.

1. The heating problem is only in your apartment. Find out from your neighbors whether their heating works. If it is confirmed that the breakdown occurred on you, call a specialist for diagnostics and repairs.
2. Something unexpected happened emergency situation, which delayed connecting your home to the heat supply. In this case, the entire house or even the area will not have heating.
3. The utility service or management company is delaying the start of the heating season.

The solution to the last problem will be discussed further.

Where can I complain if the heating is not turned on?

According to the Rules for the provision of utility services, interruptions in the heating supply are possible when the season has already begun. The periods for which interruptions are permissible are clearly regulated:

• no more than 24 hours per month;
• if the air temperature in the apartment is above 12°C - maximum 16 hours in a row;
• if the temperature in the apartment is 10-12°C - maximum 8 hours in a row;
• if the temperature in the apartment is 8-10°C - maximum 4 hours in a row.

If the above standards are not met, the amount of payment for heating is reduced for each extra hour by 0.15%.

If there is no heat, first of all, you should find out the reasons. To do this, call the dispatch service and leave a request about the lack of heating with a request to take appropriate measures. Specialists are required to determine the cause and inform you about it within one to two days.

If the problems are related to a technical breakdown, a specialist must come to the site. Your application will be confirmed by a corresponding act drawn up in two copies. One is for you, the second remains with the specialist. In this case, all heating problems are solved in a short time.

You also have the right to contact:

• management company;
• housing inspection;
• your apartment building's association, if you have one.

If, after taking the measures you have taken, the heating is still not turned on, you can complain to higher authorities. Among them:

• Rospotrebnadzor;
• prosecutor's office;
• municipality;
• judicial authorities.

It is not in the interests of public utilities to refer the issue to higher authorities for resolution. Therefore, before you write a complaint, inform them of your intention. It is likely that heating problems will be resolved very quickly.

The heating was not turned on: complaint and subsequent actions

If filing a complaint is unavoidable, it is written as follows:

1. At the top right are your personal details and the name of the organization to which the claim is being sent. You should leave your contact phone number so that you can be contacted promptly to resolve the issue.
2. The complaint must describe the situation in as much detail as possible. Write down what measures you took before filing a complaint, where you went, and who you contacted. Attach copies of supporting documents, if available.
3. Then, state all your demands and ask them to take action in the current situation. You can threaten to go to the courts.
4. Please provide a personal signature and the current date.

There is no established complaint template. If you find it difficult to draw up a document, you can contact a housing lawyer.

The complaint may be handed over to an authorized person in person. In this case, you need to obtain from him a document confirming the receipt of the claim. You can also send your complaint by registered mail or to in electronic format on the official website of the organization.

After solving the heating problem, be sure to draw up a statement sent to the management company with a request to recalculate for the time when you actually did not use utilities. Utilities will not recalculate the payment amount on their own initiative; it must come from you.

Now you know how and where to complain if you didn’t turn on the heating when the season has already begun. If difficulties arise, contact a lawyer for advice and assistance in resolving the issue.

The beginning of the heating season is perceived by many residents of apartment buildings as another round of struggle with public utilities who do not provide the proper temperature level in their apartments. Escaping the cold in your home with the help of electric heaters, people are forced to bear the costs of heating, which is not available, and of electricity, the consumption of which increases significantly due to the round-the-clock operation of appliances. At the same time, there is no need to talk about comfort, because it is impossible to warm up a poorly heated apartment with heaters. Therefore, residents try to find out the reasons for the cold in their apartments as quickly as possible, but often do not know where to turn if there is no heating. IN Lately Local authorities pay a lot of attention to the issue of providing residential buildings and social facilities with heat. Issues raised are usually resolved in a short time. The main thing is to voice the problem!

Finding out possible reasons for the lack of heat

An apartment owner who is faced with the problem of low temperature in his home needs to communicate with his neighbors landing and find out how bad their heating situation is. If the neighboring apartments are warm, then the problem is narrow in nature and is associated with a malfunction of the heating system elements in a particular room. To determine it and subsequently eliminate it, a person must contact:

• to the Directorate for Building Operations (DEZ), which is responsible for maintaining this building;
• in a HOA, if the owner of the apartment is a member of the partnership;
• to a management company that resolves all life support issues apartment building.

After receiving an application to the problem apartment, the above organizations send a technician who inspects communications in order to determine the lack of heat, and also takes all possible measures on the spot to eliminate problems in the heating system.

In accordance with the law, utility workers have a day to carry out simple repairs in-house heating system. To more complex renovation work utility organizations are given one week, after which heat should still appear in the apartment.

If all residents of the entrance of an apartment building suffer from the cold in their apartments, then the reasons go beyond the heating system of this facility. Most likely, the current situation is due to major accident that occurred on heating mains or at the thermal power plant itself. In such cases, utility workers have to turn off the heating supply while work is being done in the emergency area, which can be prolonged for a variety of reasons. What should residents do in this situation and where to call - if there is no heating, and there is no information about the date of its appearance?

A major accident on heating networks may cause a lack of heat in an apartment building

The activity of apartment owners must be adequate to the scale of the problem. Therefore, in such situations, calls to the Management Company are duplicated by calls to the State Housing Inspectorate, for whose employees, with the onset of winter frosts the “hot time” begins in the full sense of the word. Calls from dissatisfied citizens are received by this organization via “ hotline", operating around the clock.

Correct filing of complaints

All complaints and claims regarding poor-quality service provided must be submitted to in writing. Therefore after phone call Don’t be lazy to write a statement, always in two copies, and take it personally to the Management Company.

Upon admission, the applicant must request that the employee of the organization responsible for the proper operation of the house put on the second copy of the application the date and the incoming number accepted for consideration of the document. Having a copy of the application marked with the Criminal Code will help to quickly resolve the issue in higher structures, as well as in the judicial authorities, if it comes to compensation for material and moral damage.

Important! A statement about the lack of heating can also be sent by mail with a letter notifying that it has been delivered to the recipient. In this case, a completed notification form signed by the person receiving mailing, serves as evidence of a citizen’s appeal to the management company.

If the residents’ oral appeal can be ignored, then the written complaint will have to be considered within the time allowed by law. Therefore, within three days a specialist must appear at the address specified in the application and take temperature measurements in each separate room apartments. Make sure that measuring device was located at a distance of one and a half meters from the floor and a meter from the external walls. Based on the results of the measurements taken, a report is drawn up in two copies, in which the results obtained are noted. The owner of the apartment must keep a copy of this act. This document can then become the basis for recalculating the amount billed by the service organization to the apartment owner for heating.

Residents have the right to recalculate the cost of housing and communal services in the absence of heat in their apartments

Sanitary and epidemiological legislation regulates temperature standards, both optimal and permissible, in the premises of buildings intended for the residence of citizens. Any deviation from the data temperature standards serves as a reason for recalculating the cost of the service provided improperly.

If a representative of the organization operating the house does not show up, then you need to draw up a report yourself in any form. To do this, you will have to invite witnesses, who are usually residents of neighboring apartments. When filling out the report, be sure to note that the invited employee was involved in the inspection of the apartment housing organization was not present.

Which government agencies should I complain to?

If the struggle for the right to normal living conditions during the heating season does not bring success, then all government agencies that are competent to solve it must be involved in the problem. So, where else can you turn to regarding heating?

• Firstly, to local governments. Moreover, in addition to calling and making a personal appointment with the official responsible for the work of housing and communal services, it became possible to send a complaint to e-mail, the address of which can be found on the official website of the municipality.
• Secondly, to the authorities of Rospotrebnadzor. It is better not to call this structure, but to immediately write a complaint, in which you must indicate the name and address of your management company. Throughout winter period specialists of this controlling government agency deal with heating issues as a matter of priority. A written appeal serves as the basis for an unscheduled inspection, after which Rospotrebnadzor experts send an order to the head of the Management Company with a deadline for eliminating temperature violations in a residential apartment building. Failure to comply with the order may result in penalties being applied to the violator.
• Thirdly, to the Prosecutor's Office with a written complaint, in which to demand the initiation of an administrative case against the director of the Management Company.

Despite all the efforts made by authorities at all levels to restore order in the housing and communal services sector, the problems will not be resolved soon. Therefore, citizens need to not only know where to call about heating, but also be able to correctly file their complaints.