Where to complain if the heating is bad. Federal Antimonopoly Service

Where to complain about the lack of heating if it’s not the month of May outside the window, but the batteries in your apartment don’t think to heat up? Where to go in this situation? And what to do with payment on receipts for utilities, which include an expense item for your lack of heat?

Why is there no heating?

So, the heating season has come, and your batteries remain cold. How is this possible? There may be several reasons:

1. There is a problem directly in your apartment. Finding out this reason is very simple - just talk to your neighbors and make sure that they are all right with this issue.
2. There was an accident on the central highway, which brings heat to your home. In this case, not only you will not have heating, but also in the entire entrance, house or even the microdistrict.
3. Utilities are delaying the start heating season. In this case, your apartment will also not be the only one affected.

Permissible heat standards

In accordance with GOST R 51617-2000 “Housing and communal services. General specifications”, the air temperature in heated residential premises should be as follows:

• in living rooms- 18 ° C (in corners - 2 degrees more),
• in the kitchen - 18°C,
• in the bathroom and combined bathroom - 25 ° C,
• in an individual restroom - 18 ° C,
• on the stairwell— 16°C.

The same standards are contained in another document - Government Decree No. 354 of 05/06/2011, concerning the conditions for providing citizens utilities. Appendix 1 of this act prescribes the following obligation - the provision of uninterrupted heating throughout the heating season. True, the possibility of interruptions in the supply of heat is also stipulated here, but they should be very short:

• no more than 24 hours per month;
• no more than 16 hours continuously if the temperature in the apartment is not lower than 12°C;
• no more than 8 hours continuously at a temperature of 10-12°C;
• no more than 4 hours continuously at a temperature of 8-10°C.

In case of non-compliance with the specified norms, the payment for heating must be reduced for each extra hour by 0.15% of the amount due for the period in which the violation occurred.

Cold batteries - where to go?

Norms are norms, but if the apartment is cold, and you also have small children, you won’t hesitate for a long time - you need to quickly solve the problem. So where do you go? There are several options.

First, try calling the dispatch service in your county or area. The telephone number of the service can be found at the information desk, on the Internet or at the local government. You must accept the application and promptly (on the same day or the next) check the reasons for the lack of heat.

If the facts are confirmed, the technical specialist is obliged to draw up an appropriate act - always in two copies, one of which do not forget to keep for yourself. AT as soon as possible all problems associated with the lack of heating must be eliminated.

Also keep in mind that, according to the Decree of the Gosstroy of the Russian Federation No. 17 of 09/27/2003, once a year a plumber is obliged to inspect the elements of the system in a planned manner central heating. When talking to public utility workers, it is useful to remind them of this responsibility.

Who else can you contact?

• To the management company that services your home.
• To your housing association.
• To a building management service that maintains your home.
• To the city housing department.

The heating was not turned on - where to complain next?

If your requests and demands are ignored by public utilities and the problem with the lack of heating is not solved, you will have to take tougher measures - complain to higher authorities. This is:

• Rospotrebnadzor (you can send a complaint by mail or through an online service);
• prosecutor's office (options for sending a complaint are similar);
• local administration;

However, before contacting these authorities, try to inform the employees of your public utility about your intentions - perhaps the problem will be solved very quickly. After all, if higher services find out about the improper performance of duties, the case for the perpetrators can turn into big losses and serious liability.

We write a complaint

If you still have to write a complaint - it is drawn up like this:

1. In the right upper corner you must indicate the name of the authority to which you are filing a complaint, as well as your last name, first name, patronymic and address of residence. Don't forget to include a contact phone number so that you can be contacted.
2. Next, you need to state in detail all the facts: from what date you have had a lack of heating, what measures did you take, to whom and where did you turn. If acts or any other papers were drawn up, copies of them must be attached.
3. In conclusion, you should state the requirement that steps be taken to solve your problem. You can also add that otherwise you will go to court. Don't forget to sign the complaint and date it.

If you are at a loss with the correct preparation of this complaint, then on the Internet you can always find its sample or template, and then fill them out in accordance with your situation.

Did not give heat - contact for recalculation

Do not forget that in case of exceeding allowable norms(they are listed above) you have the right to contact the utility for recalculation for all the time that there was no heating. However, keep in mind that public utilities will not reduce your debt on their own initiative - the initiative to recalculate should come from you (See . How to write an application for the recalculation of utilities? ) .

To do this, you must write a written application to your service organization. It is written similarly to the above complaint, only at the end it is necessary to state another requirement - to recalculate the amount for heating.

Returning home to winter time, I want to feel warm and cozy, protected from the cold outside. But there are times when the temperature in the living room is not just insufficient, but, frankly, low. Turn on the heater - not the most best option because it extra expenses for electricity. Yes, and according to the adopted laws and regulations, there are certain criteria for establishing normal temperature. Therefore, you need to know where to complain about cold batteries in the apartment and how to loyally resolve the problem.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call the numbers below. It's fast and free!

Established temperature standards for apartments

There is a special adopted standard of the Russian Federation for housing and communal services.

According to this GOST R 51617-2000 in a residential area, the temperature should vary from 18 to 25 degrees Celsius. At the same time, there are separate data for stairwells, basements and attics, the temperature in which also affects the temperature of adjacent apartments.

In particular, according to SanPiN 2.1.2.2645-10, the temperature in the rooms should be 20-22 degrees. It is permissible that it be within 18-24 degrees. For bathrooms, kitchens, bathrooms, an indicator from 18 to 26 degrees is possible. AT optimal conditions the numbers 19-21 are indicated for the kitchen and toilet, as well as for the combined bathroom and bathroom in the range from 24 to 26 degrees.

If the indicator is significantly below the acceptable standard, then the situation is not normal and requires an immediate solution. It will help to contact the appropriate service.

Who is responsible for the cold batteries of the apartment and who should solve the problem?

Where to complain if it's cold in the apartment? There are several types of management organizations that are responsible for maintaining the specified standards and norms of housing conditions. It could be Management Company, housing and communal services or HOA. You need to contact these offices.

The most common problem with cold batteries is either improper design or overly old and no longer usable communications. Less often, it concerns the house itself, which has a very low heat preservation.

If the problem lies precisely in the above reasons (one or several at once), then it is the management company that should solve it. And they cover all the costs of the work done.

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. Work can be carried out only after obtaining the appropriate permission from the management service. But in winter period this will only be possible in exceptional cases ( 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.

The procedure for contacting the housing and communal services to solve the problem

First of all, it is necessary to conduct an independent measurement and determine how low the temperature in the room is relative to the established norms. Then do the following:

1. Write a written application addressed to the management company, which is responsible for the provision of public services. It must contain the exact data and the reason for the appeal. In this situation, it will be inadequate quality heating.
2. Make a copy of the application and keep it. On circulation must be in without fail present the date of the drafting of the paper and the signature. The original should be taken to the service and given for consideration.

Any statements, online appeals to the management company must be kept even after the problem has been resolved. All papers relating to the problem of cold batteries and its solution must certainly be "on hand". If the difficulty is not resolved, these papers can be a practical help for contacting higher organizations or the court.

3. After considering the application, the management company will send an engineer or caretaker to the apartment. The specialist will take temperature measurements, check the condition of the water supply. And if the problem is confirmed, they will draw up an act in which they will indicate the details of the inspection and research. A copy of the act will be provided to the tenants, it is worth remembering this. This paper should be kept as a confirmation of the problem and a kind of guarantee from the management company to begin to solve it.

It is recommended to call in the morning or afternoon. There is a tendency for the housing and communal services to reduce the temperature for heating buildings during the day. This is due to the fact that most homeowners are at work. The rise in temperature occurs in the evening. Therefore, in order to establish accurate data, you need to choose an ideally suitable period.

4. 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 required work will be done. If they relieve themselves of responsibility for the decision, they will have to seek help from higher institutions.

What to do if the problem of cold batteries has not been resolved?

There are quite common cases when a written application to the management company and a study by an engineer did not cause an increase in temperature in the apartment.

If after 2 weeks after the drawing up of the act the problem has not been resolved, and there is no answer from the housing and communal services or there are only excuses, then more serious measures must be taken. Contacting special organizations will allow you to influence the irresponsibility of public utilities and finally achieve the provision of quality services.

The first step is to turn to the one standing higher in rank - State Housing Inspectorate. The organization will repeat the studies and draw up another act or use an existing document. Then proceedings will be carried out with housing and communal services and, at best, the problem will be eliminated. Truth, this method may not work. In this case, you need to visit the following authorities:

Rospotrebnadzor

The institution protects the rights of consumers and provides them with all possible assistance in solving numerous problems. In particular, residents who did not receive quality utilities can be considered affected consumers. Based on the next application, the attached act and other requested documents, the impact on housing and communal services will be carried out. In most cases, this appeal will be enough to bring an incompetent service to justice.

Regional/district/city authorities

The person in charge of the city or region/district can assist in the adoption of appropriate measures to punish the housing and communal services and through legal bodies bring him to administrative responsibility in accordance with Article 7.23 of the Code of Administrative Offenses of the Russian Federation. But the problem at this stage is the constant employment of the mayor or governor. Often, such “minor” violations are not paid attention to. Although a really responsible head of regional or municipal authorities will be able to solve the problem quickly.

If the appeal is collective, then it is very likely that it will not take much time to consider the application and resolve the problem. In most cases, the mass complaint of tenants has more impact.

Prosecutor's office

At its core, this organization is also designed to help consumers. Therefore, a complaint to the authority will allow launching the mechanism of proceedings and finding out the reasons why the housing and communal services did not solve the problem. You will need to submit an application and demonstrate an act, which indicates the studies certified by the engineer.

Federal Antimonopoly Service

The organization often has influence over utility providers. Therefore, it is likely that a complaint to the service will allow them to influence the speed of consideration of the application and resolution of the problem in accordance with the drawn up act. By itself, the service is engaged in control over the provision of services.

Mass media

It is quite important to contact not one media representative, but a whole range of such organizations. It is recommended to communicate not only with city newspapermen or television, but also with higher regional commissioners. This will draw as much attention as possible to the problem and thereby highlight it before the mass of consumers, services and officials. Most likely, this stage will be successful, because "denigration" in the media reduces the reputation of the authorities and may result in legal liability for them.

The appeal to the media should be stated in such a way as to really “interest” the service. Otherwise, assistance may be denied.

Judiciary

The final measure will be a lawsuit that will put an end to the problem of low temperature in the home. You must be prepared to provide all the required documents and, in addition, to pay the amount for the review. It is recommended to consult with a qualified lawyer in advance. He will help to correctly draw up a statement / complaint, describe the problem in the right form. Then you just need to be patient and wait for meetings, trials and a decision on the issue.

Will the heating bill be recalculated?

Solving the problem is a clear plus in the relationship between consumers and housing and communal services. But there is another difficulty: paying for heating. Receiving insufficient heat and paying the full price leads the apartment owner to a dead end. But there is still a way out of this situation.

According to the drawn up act on the low temperature in the living room, a study is carried out and a conclusion is made. If the temperature was 10 degrees below normal, then the heat bill will be recalculated. In most cases, lowering even 5 degrees will not bring results.

Proceedings with the assistance of other bodies (for example, the court) are unlikely to have a positive effect. But in any case, it is necessary to consult with a lawyer and clarify this issue. If a family with a child lives in the apartment or the period for solving the problem from the housing and communal services was too long, it is possible to achieve a decision on recalculation. Each situation has its own nuances and exceptions.

In any case, it's worth trying to prove you're right. After all, the problems of the management company should not fall on the shoulders of consumers, and even more so bring them inconvenience or loss.

(1 ratings, average: 2.00 out of 5)

cold or slightly warm batteries in an apartment, especially in winter, they can spoil the mood of the residents, and if the resolution of the problem drags on for a long time, then undermine their health.

In this article, we will answer the following questions: why may there be no heating in the apartment? where to complain about bad heating? how to make a claim? Is it necessary to pay the heating bill if it was not actually there? Read on.

Grounds for Appeal

Reason for contacting the authorities could be one of the following:

• The beginning of the heating season has already started, and the batteries are still cold;
• The heating was suddenly turned off and not connected for a long time;
• There is heating, but too weak;

Information

By law, during the operation of heating systems, the temperature of the room should not be below eighteen degrees.

• The heating is unstable, the batteries are either hot, then warm, then completely cold.

Reasons for absence

Many tenants apartment buildings Interested in the question: where to complain, if in the room?

First you need to understand the reasons for the lack of heat. So, cold batteries can be caused by:

• clogged pipes. Upon enrolment hot water a lot of debris could accumulate in the batteries, which subsequently became the cause of their congestion and lack of heating. To determine if this is indeed the cause, it is recommended that you talk to your neighbors;
• industrial accident at the thermal power plant. If it was she who became the cause of cold batteries, there will be no heating in the whole house or even the area. Again, a survey of neighboring apartments will help clarify the situation;
• Neighbors are thinking of redevelopment and install additional batteries / replace old ones / introduce a modern heating system and therefore temporarily blocked the pipes;
• the utility company serving the house delayed the start of the heating season.

Regardless of the reason for the lack of heating, if a problem is identified, it is necessary to address it as soon as possible by contacting the appropriate authorities.

See the next section for more information on where to go.

Instances of appeal

So where should you call when the start of the heating season came into force two weeks ago, and the apartment is still cold?

• First you need to call the district emergency dispatch service;

Information

The contact number of the organization can be found by calling the city information desk or online. Having phoned, you will need to explain the situation, after which the employee will accept the application and set the date and time for the appearance of a specialist who will check the work heating system and find the reason for its absence.

Based on the results of the audit, the specialist will draw up an appropriate act, in which he will state the essence of the audit and summarize its results.

The survey report will be drawn up in two copies, one of which will remain in the hands of a specialist, and the second will be transferred to the owner of the surveyed apartment.

If the problem is identified during this visit, after a short period of time after it will be resolved.

• contact a plumber who will concrete house. If the problem is clogged pipes or a stuck heating valve, he can fix it.

If the appeal to the listed authorities did not bring any results, the next step will be to contact the authorized regulatory bodies.

Other authorities

If contacting the emergency dispatch service or calling a locksmith did not bring the desired results, The next step is to contact one of the following authorities:

• which serves this apartment building;
• homeowners association;
• public utility serving a particular house;

If, when applying to the listed authorities, a citizen does not receive any assistance, he will have to apply for help by filing a claim petition to one of the following regulatory agencies:

It is possible both during a personal appearance at the territorial subdivision, and by sending a letter by mail or in electronic form.

You can send a complaint to a law enforcement agency in the same ways as in the previous instance.

• Local self-government bodies;

Information

You should contact the two extreme listed instances in the case when the tenant has already tried to resolve the situation by contacting the public utility, partnership or inspection. Otherwise, the judicial authority has the right to refuse to consider the claim and start legal proceedings in the absence of an attempt to resolve the situation in a voluntary (non-judicial) rather than compulsory (judicial) manner.

Drafting a complaint

Regardless of the instance of appeal, when drawing up a complaint should be followed the following features content and structure:

• The “header” of the document contains the full name of the instance of appeal. Next, the details of the applicant are indicated (full name, address of permanent residence / actual residence (if the addresses differ), contact phone number);
• Further, in the middle of the page, the name of the document is written, namely - Complaint;
• The main part of the document describes the essence of filing a complaint. You must specify: the exact date, when the heating was turned off / the batteries became a little warm, what attempts to resolve the situation were made by the tenant, where did he apply, what happened in the end. If the applicant has any documents in his hands (photocopies of complaints to other authorities, written responses from authorities, etc.), this should be mentioned in the application, and the materials themselves should be attached to the complaint;
• In terms of making demands, it is necessary to prescribe the actions that, in the opinion of the applicant (based on the current legislation), should be taken to resolve problems with heating;

When prescribing requirements, one should rely on specific articles of domestic legislation that will confirm the legitimacy of the requirements put forward and reinforce the position taken by the applicant.

• At the very end, the date of submission of the application is affixed, as well as the personal signature of the applicant.

Information

If several residents of the house have problems with heating at once, then a collective complaint should be filed. As practice shows, complaints filed on behalf of several people always attract more attention than individual applications filed on behalf of one tenant.

The number of copies of the complaint depends on the number of participants. So, if a private complaint is filed, on behalf of one owner, two copies are filled in (one for the applicant, the other for authorized body). But if a collective claim is filed, the number of copies depends on the number of residents who participate in its preparation.

Sample

Below you can download the claim for poor heating:

Sample Documents

Timing

As regards, regardless of where the complaint is lodged, they should not exceed thirty days from the date of filing and registration of the application. However, in most cases, the waiting period is no more than ten days.

Publications, 16:06 20.10.2011

Heating in the apartment: what is the heating rate and how to make it warmer

Context

Even in new buildings, problems with heating are not uncommon. What can we say about secondary housing, built 30-40 years ago. Where to go and how to behave competently in order to quickly "warm up" the batteries? Let's formulate an algorithm of actions.

How many in degrees

We’ll warn you right away: in order not to download the rights in vain and to no avail, you first need to make sure that the temperature in your home really falls short of the established norm. And in Russia, frankly, they are not resorts. Doctors note that most of us are comfortable at 23 - 25 degrees. However, the developers of housing and communal standards, apparently, decided to temper the population, and established the following indicators minimum temperature for apartments in the cold season:

Living room +18 degrees, in the building of the first year of operation +20;

Corner room +20 degrees;

Kitchen +18 degrees;

Bathroom +25 degrees.

In the lobby and on the staircase of the entrance should be at least +16 degrees, in the elevator +5, in the basement and attics at least +4 degrees.

These indicators are established by the State Standard of the Russian Federation GOST R 51617-2000 "Housing and communal services. General technical conditions" (approved by the Resolution of the State Standard of the Russian Federation of June 19, 2000 N 158-st).

Control measurement

If it is clearly cooler in your apartment, and the batteries are barely warm, the first thing you need to do is call the control room of the management company (UK) serving the house (DEZ, housing department, private UK). Write down the date, number of your application and the name of the operator who accepted it. According to the rules, on the same day, a caretaker technician or an engineer from the management company should be sent to you. The arriving public utility company conducts official temperature measurements to make sure your claims are justified.

The procedure should look like this: the temperature is measured at inner wall each room, kitchen and bathroom at a distance of one meter from the wall and at a height of 1.5 meters from the floor. Based on the results of the check, an act is drawn up in two copies, one of which is issued to the owner of the apartment.

If the temperature readings are below the GOST minimum, then the management company is obliged to take measures to normalize the heating in your home. Please note: there are no clear deadlines for this in the legislation, so lawyers advise using the reasonable time rule (it is spelled out in Article 314 of the Civil Code of the Russian Federation). Based this rule, your demand must be fulfilled within 7 days from the date of its presentation. The employees of housing maintenance organizations themselves confirm: if the applicant (the owner of the apartment) behaves competently and persistently, then in practice his problems with heating are usually resolved within 3-5 days.

If public utilities are pulling rubber

How to convince public utilities that you are a competent and persistent consumer? Once you have received the certificate of temperature measurement in your apartment, prepare a claim. In it, indicate that the heating service is provided of poor quality, since the indoor microclimate indicators established by GOST R 51617-2000 are not observed (clause 4.16.2). In this regard, you demand the elimination of deficiencies within a reasonable time on the basis of Article 314 of the Civil Code of the Russian Federation.

Print out two copies of the claim. Transfer one to DEZ (ZHEU or other management company). On the second, you should put a mark on acceptance. Alternatively, you can send a claim by registered mail with acknowledgment of receipt. In this case, a reasonable period will be counted from the date the utility company receives your letter.

If your management company shows miracles of sluggishness, does not respond to a claim or "dynamite" in any other way, contacting several more instances will help stir it up.

1) The authorities of your locality. In Moscow, this is a district government, in other regions - district administrations, village councils, etc. In such bodies there is always a subdivision (department, committee) in charge of housing and communal services. The author of this article own experience I tested the effectiveness of filing a complaint about heating with the council - it worked very quickly.

2) "Hot lines" of energy supply organizations. You can find phone numbers on the Internet or find out at the help desk.

3) State Housing Inspectorate. This body is authorized to control, among other things, the quality of public services, the work of managing organizations and issue mandatory instructions to violators.

Question in the topic: maybe put individual counter heat?

This question is increasingly being asked in recent times tenants who want to save money in the light of the constant rise in the cost of housing and communal services. In principle, the Housing Code of the Russian Federation allows you to do this. However, experts believe that in practice, such a measure is more likely to result in an additional and at the same time stupid burden for the wallet, rather than a real savings tool. The fact is that in most of our houses (except for new buildings of the latest generation) apartments have such a piping layout, in which it is simply impossible to regulate the heat consumption of each particular battery. So, by putting the meter, you can only observe its performance, but most likely it will not be possible to reduce or increase the heating.

Well, why do you have such fun?

Anna Dobryukha

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