Where to complain if the heating is bad. Where to complain about cold batteries in the apartment

Start heating season many tenants apartment buildings are perceived as another round of the fight against public utilities who do not provide the proper level of temperature in their apartments. Escaping the cold in your home with the help of electric heaters, people are forced to bear the cost of both heating, which is not available, and electricity, the consumption of which increases many times due to 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. AT recent times local authorities pay much attention to the issues of providing residential buildings and social facilities with heat. Issues raised are usually resolved within a short period of time. The main thing is to voice the problem!

Finding out the possible reasons for the lack of heat

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

• to the directorate for the operation of buildings (DEZ), which maintains this house;
• in the HOA, if the owner of the apartment is a member of the partnership;
• in management company that solves all life support issues apartment building.

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

In accordance with the law, public utilities have a day to conduct simple repair internal heating system. For more complex repair work communal organizations are given one week, after which heat in the apartment should still appear.

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 object. Most likely, the current situation is due to major accident that happened on the heat mains or at the CHPP itself. In such cases, public utilities have to turn off the heating supply for the duration of work on the emergency site, which can be delayed for a variety of reasons. What should residents do in this situation and where to call - if there is no heating, and also there is no information about the date of its appearance?

A major accident on heating networks can be the reason for the lack of heat in apartment building

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

Proper handling of complaints

All complaints and claims for a poor-quality service must be submitted to writing. So after phone call do not be too lazy to write a statement, be sure to make two copies, and take it personally to the Management Company.

Upon admission, the applicant must require the employee of the organization responsible for the proper operation of the house to affix the date and incoming number of the document accepted for consideration on the second copy of the application. 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 judiciary, if it comes to compensation for material and moral damage.

Important! An application for the absence of heating can also be sent by mail with a letter with a notification of its delivery to the recipient. In this case, the completed notification form with the signature of the person who received the postal item serves as evidence of the citizen's appeal to the management company.

If the oral appeal of the tenants can be ignored, then a written complaint will have to be considered within the time allotted by law. Therefore, within three days, a specialist should appear at the address indicated in the application, who should take temperature measurements in each private room apartments. Make sure that measuring device was at a distance of one and a half meters from the floor and a meter from the outer walls. Based on the results of the measurements made, an act 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. Then this document can become the basis for recalculating the amount billed by the service organization to the owner of the apartment 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 an improperly provided service.

If the representative of the organization operating the house did not appear, then it is necessary to draw up an act independently in any form. To do this, you will have to invite witnesses, who are usually residents of neighboring apartments. When filling out the act, be sure to note that in the survey of the apartment, the invited employee 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 it is necessary to involve in the problem all state bodies that are in charge of solving it. So, where can you turn to for heating?

• First, to local governments. Moreover, in addition to calling and making an appointment for a personal appointment with the official responsible for the work of housing and communal services, it became possible to send a complaint by e-mail, the address of which can be found on the official website of the municipality.
• Secondly, to the bodies of Rospotrebnadzor. It is better not to call this structure, but immediately write a complaint in which you must indicate the name and address of the location of your management company. Throughout winter period specialists of this supervising government agency deal with heating issues as a matter of priority. A written appeal serves as a reason for an unscheduled inspection, after which Rospotrebnadzor experts send an order to the head of the Management Company with the deadlines for eliminating violations of the temperature regime in a residential apartment building. Failure to comply with the order is fraught with the application of penalties 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 the authorities at all levels to restore order in the housing and communal services sector, the problems will not be solved soon. Therefore, citizens need not only to know where to call about heating, but also to be able to competently draw up their complaints.

According to the Rules for the provision of public services, during the heating season, the temperature of the batteries must be at least 18 degrees.

Table 1. Documents regulating the procedure for filing complaints and appeals from citizens

Reason for complaint poor heating the following situations may occur in the apartment:

• the heating season has started, but the batteries are still cold;
• heating is turned off for an unknown reason for a long time;
• there is heating, but very weak to warm the apartment at the required temperature;
• unstable operation of the heating system in the house.

Common reasons for lack of proper heating are:

• clogged pipes with debris that has created a circulation blockage hot water;
• redevelopment of the heating system (installation of additional batteries, replacement of old ones, etc.), as a result of which the flow of water into the pipes is blocked or limited;
• did not start the heating system (delays the start of the heating season);
• an accident in the boiler room or lack of heat supply on the heating main.

To eliminate the cause of the lack of heating, you must contact the appropriate authorities.

The first step is to clarify the reason for the lack of heating. An emergency dispatch service specialist will help you find out the exact information.

As a rule, a specialist accepts an application to call a plumber, who, during a personal visit, will determine the exact reason for the lack of heating in the apartment.

According to the law, a specialist who went for an inspection is obliged to record the cause of cold batteries in the inspection report, which is drawn up in two copies, one of which remains in the hands of the owner of the apartment. After a while, the problem should be fixed.

However, if contacting the emergency dispatch service did not bring any results, it will be necessary to complain about cold batteries in the apartment to higher authorities.

Table 2. Instances for complaining about the lack of heating

Important! An appeal to the prosecutor's office and the courts can only be filed after an attempt to resolve the problem in the public utility, housing inspection and Rospotrebnadzor.

Management Company

If there is no heating immediately in an apartment building, then it would be better to write a collective complaint. Such appeals attract more attention than complaints from a single tenant.

You can write a complaint to the management company in free form, but it is important to indicate the following details:

• full name of the management company or HOA, surname and initials of the head;
• Name of the owner making the complaint, his address and contact phone number.

• correct the situation and compensate for the damages caused (indicate the time within which it is necessary to eliminate the problems);
• in accordance with Article 29 of the Law "On Protection of Consumer Rights", recalculate the payment for utilities.

It is important to mention that the owner regularly pays utility bills. If additional documents are attached, write down their list in the application (survey report, copy of monthly payment receipt, etc.).

Important! The appeal is written in two copies, the second of which remains marked with the owners. In the case of sending by mail, the postal receipt will be considered as confirmation of sending the appeal.

The management company is obliged to respond to the received appeal of the owners. However, the answer is not always positive.

Housing Inspection

If the management company did not respond to the appeal or did not correct the problems, you should contact the Housing Inspectorate.

The complaint is made according to the same principle as in the management company. Usually this stage brings results, because the perpetrators understand possible risk.

The following documents must be attached to the application:

• the second copy of the claim sent to the management company;
• received a written response from the management company;
• acts of inspections and temperature measurements carried out at the first stage;
• copies of the receipt (with full payment for heating).

Complaints can be filed in person, by mail or in electronic format. To file an electronic complaint, you must fill out an application form on the official website of the housing inspection of the relevant region.

Important! The term for consideration of complaints in the housing inspection is 30 days.

Rospotrebnadzor

In case of inaction at the first stages, the owner can file a complaint against the management company with Rospotrebnadzor.

There is no specific sample of a complaint to Rospotrebnadzor about the lack of heating, it is allowed to draw up a complaint in free form.

The complaint is drawn up in the name of the head of the Rospotrebnadzor department for a particular region.

In the main part of the appeal, it is necessary to state in detail the essence of the problem, and the proof of receipt of a poor-quality service will be acts of inspection of the temperature regime, previously sent claims to the management company and housing inspection, as well as answers to them.

It would not be superfluous to write in the appeal that the lack of heating led to the following consequences:

• As a result of the lack of heating during the cold season, the residents fell ill with colds when freezing. If you have a certificate from the clinic, you can also attach it.
• Some things have fallen into disrepair, etc.

If the appeal is collective, then you need to attach an extract from the minutes of the meeting of residents.

Important! The terms of consideration in Rospotrebnadzor are 5 working days, and in some cases, the consideration may take up to 10 working days.

You can file a complaint in person by mail or via the Internet in the section "Reception of citizens' appeals" on the official website of Rospotrebnadzor.

It is worth remembering that Rospotrebnadzor employees will not consider anonymous complaints, therefore, in order to send an electronic appeal, you must be identified in the ESIA system.

Prosecutor's office

If there is no result at the previous instances, the next step will be to contact the prosecutor's office.

Drawing up a complaint is similar to appeals at the previous stages, however, the purpose of appealing to the prosecutor's office will be the inaction of public utilities, their failure to fulfill their official duties, as a result of which harm to the health and life of residents is possible.

Important! The terms for consideration of a complaint in the prosecutor's office are 30 days, in rare cases, consideration is delayed up to 60 days.

Court

A complaint is filed with the court in order to compensate for the damage and to recalculate the amount of utility bills for heating.

The following documents are required to apply to the court:

• statement of claim;
• evidence of misconduct or omission officials;
• written responses and acts received at previous instances.

You must apply to the court where the owner lives. The address can be found on the Justice website. To do this, you will need to enter the address of your region in the search field.

Residential heating services usually start after the temperature outside drops below normative values: this allows you to maintain proper comfort and coziness in the houses. However, it happens that the supply of heat to the batteries does not occur, or is carried out on an insufficient scale. Therefore, it is important to know where to call if there is no heating.

Reasons for poor heating

Before contacting the relevant services with complaints about the heating in the apartment, it is advisable to find out the exact cause.

The following usually leads to a lack of heating level:

1. Internal problems. Perhaps the valves for supplying the coolant from the boiler room are closed or an important circuit assembly has broken. For an accurate clarification, it is recommended to consult with the neighbors at the entrance: perhaps the problem concerns the entire riser, and not just one apartment.
2. Breakthrough of the heating network or an accident at a thermal power plant. Signs of this kind of breakdown will be the lack of heating in the entire entrance, house or area.
3. Repair or modernization of the heating system, started by neighbors. This may be due to the build-up of new radiator sections or the installation of heat pumps. Such events are being started in order to increase the efficiency of heating a home. In this case, you can not do without turning off the heating, which will be felt by the residents of neighboring apartments.
4. Delay in the start of the heating season by utilities.

Regardless of the exact reason, you need to understand where to call when there is no heating. Delaying this is not recommended, especially for families with small children: any delay is fraught with the occurrence of colds in them. This will require competent and precise actions.

Where to go

There is a certain list of authorities where to complain if there is no heating. First of all, it is recommended to contact the regional emergency dispatch service, the contacts of which will be provided by the reference without any problems. In addition, numbers can be found on the Internet or on heating bills. It is the responsibility of the dispatcher to fix and quickly transfer the application to a specialist to go to the site and find out the reason why there is no heating.

If the given signal is fully confirmed, the corresponding act is drawn up at the place of departure in two copies. One copy is taken by a specialist, and the second remains with the owner of the home. After that, within a short time, the appropriate services should fix the problem.

In addition, it is the responsibility of the plumber to conduct annual scheduled inspections of all components of the heating system for functional integrity. If such a check has not been carried out, this fact must be brought to the knowledge of the utility service specialist. It happens that after contacting the dispatch service, the heating was not turned on: where to complain in this case? There is only one way out: send a complaint to the regulatory authorities.

Other authorities - where else you can call

Having information where to call if there is no heating, there is every chance to solve the problem. If, after the inspection by a representative of the public utility, the situation has not moved forward, it is recommended to contact other authorities.

These are the following institutions:

1. The management company responsible for this house.
2. Housing association.
3. Servicing plumbing unit.
4. City housing inspection.

It happens that after the expected reaction did not happen: in this case, you have to take tougher steps.

We are talking about contacting bodies such as:

• Rospotrebnadzor. The petition is sent by mail or through a special online service of the organization.
• Prosecutor's office. The method of filing a complaint is the same as in the previous case.
• local administration.

It is recommended to contact these authorities only in cases where no action has been taken by representatives of the public utilities after filing a complaint about problems with heating. It happens that an employee of the housing office is a little late, and will appear any day. Going to court against a utility service may result in sensitive consequences for the latter in the form of fines and administrative liability.

Problems with heating arise not only in residential premises, but also in office buildings. In this case, employees also need to know where to call about heating. The first step is to inform the management of the company about the appearance of such a problem. It, in turn, redirects the complaint of the landlord (if the premises are rented). The subsequent procedure is the same as in the case of interruptions in heating in the apartment.

Where to complain about low quality heating

There are established standards for the temperature in a residential area: it should not be less than +18 degrees. Its violation is the reason for applying to the housing office or other body.

Complaint Form

Having found out which authorities to contact in case of violation of heat supply regimes, you should write a complaint. Regardless of the final addressee, this document is a method of effectively influencing unscrupulous public utilities workers. The main thing is to follow a certain format in compiling a document.

A complaint to any of the above authorities is made in the following order:

• The upper right corner is a place to indicate the authority to which the petition is submitted. Followed by the name of the tenant and the exact address. For feedback with the applicant from the representatives of the organization, it is necessary to indicate the contact phone number.
• The first paragraph is followed by a detailed statement of the problem, indicating exact date stopping the heat supply, and listing the measures already taken (including appealing to certain authorities). If there are acts and other important documents, their copies are attached to the application.
• At the end, requirements are set out for the adoption of appropriate measures by this structure to eliminate the problems that have arisen. It should also be indicated that in case of ignoring the appeal, the next complaint will be sent to the court.
• The text of the application is completed by the date of the document and the signature of the compiler.

The complaint must be drawn up in accordance with all the rules, which is facilitated by samples or ready-made templates available on the Internet. Sometimes it is difficult to draw up a document on your own, as this requires knowledge of certain legal aspects. In the absence of experience in drafting such appeals, it often happens that the claim is written unreasonably. This becomes a reason to ignore it.

In such cases, when drawing up a complaint, it is recommended to seek the help of a lawyer who is familiar with all the nuances of the current legislation. Such consultations, among other things, are provided online. Help in this matter can be obtained on one of the many forums (it can be both paid and free). Thanks to remote communication with a specialist in the field of law, time, money and effort are saved. The lawyer will be able to guide you in the next steps in case of a problem of lack of heating of the home, taking into account the nuances of each specific case.

Regardless of to whom the complaint is filed, it is better if it is collective. The fact is that public appeals have great legal force and are considered in the first place. A decision is usually given 10 - 30 days after receipt of the application. The complaint must be drawn up in several copies: one of the versions of the document remains with the residents of the house.

Before taking decisive action in this matter, you need to check if the reason for the lack of heat is an unopened valve on the supply pipe? This problem is solved by simply turning the valve, after which the temperature in the house quickly returns to normal. Sometimes it is necessary to replace old batteries with new ones. If with internal system everything is fine, then it is necessary to unite with neighbors who have a similar problem, and competently write an appeal to the appropriate authority to resolve the issue as soon as possible.

Is it necessary to pay for heat if it was not provided

In the absence of heating for a long period, payment for it can not be made. In this case, you should know how to resolve the issue with the recalculation of the amount of payment. This should be done by the public utility: it is obliged to recalculate for all the time until heat was supplied to the apartment.

It is important to understand that public utilities are not interested in reducing debt. When such a fact is discovered, one should take the initiative and remind them of the need to recalculate. This is done by submitting a written application to the service organization at home. The procedure for compiling this document is the same as when filing a complaint. The main thing is to summarize the document with a requirement to recalculate the amount of payment due to interruptions in the provision of heat.

Remote control heating

For tenants country houses or empty apartments very comfortable new remote system heating. It makes it much easier to monitor temperature regime in the house, 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 that boiler equipment was automatic, and in the area there were no interruptions in mobile communication. 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.

The heating season for tenants of an apartment building very often turns into a real nightmare. Poor-quality provision of housing and communal services, management company, housing department, housing office is punishable by law. What to do if the heating is poor and the temperature in the house is low. And if there is no heating at all, although it should not have been turned off yet (or vice versa, it should have already been turned on)? How to write a complaint and where to write it if the apartment is cold? In the housing department or in the housing and communal services, in the management company or in the housing office? Who should repair broken heating? What standards does SanPin establish regarding the supply of heat to residential premises? How to prove the poor quality of services and that it was really cold in the apartment? What is the reason that the heating of residential premises of an apartment building is poor and who should replace the old batteries?

And a million more questions on this topic, which I would like to receive answers to both the owners of apartments, and the landlord and tenants. No need to be cold and afraid. Write complaints and claims to the organization that maintains your apartment building. After all, the lack of heating automatically makes your house non-residential. If there is no result from contacting housing and communal services employees, contact the housing inspectorate, Rospotrebnadzor, the prosecutor's office or the court. The most important thing is to know how to properly conduct an examination and draw up an act that the temperature in the apartment is really low for a long time.

In order to achieve truly effective results from a complaint / claim, first get advice from lawyers practicing in the field of housing law on our portal for free.

Why doesn't it hold normal temperature in the apartment? Will something change if periodically repaired separate sections heating systems? Where does the heat go? Most of the houses were built many years ago. Then the batteries were installed. How do radiators provide heat? Hot water passes through them, which heats the batteries, and they, in turn, share it with the living space. Water contains various substances (including chemical salts). They gradually fill the system, settling inside the radiator batteries. Accordingly, the volume of hot water in the system decreases, and the batteries give off less and less heat. As a result, it becomes cold in the apartment and statements, complaints and claims begin to scatter against the management company, housing office, housing and communal services, housing department, Rospotrebnadzor and the prosecutor's office. And then the question arises, who should replace the radiators? Can the owner count on the provision of such services from the housing and communal services or the housing office? Can I repair the heating system myself? Of course, no one will buy you radiators and install them in your apartment at the expense of housing and communal services. Unless, of course, this item is spelled out in the home maintenance contract and money was not collected for such needs.

You need to know that if you decide to replace the heating system in the apartment, you must obtain permission. The fact is that if you add the number of batteries in the radiator, then the volume of water in the system will increase, respectively, you will be warmer. But at the same time, the temperature of the living quarters following your apartment will drop.

They will begin to find out where the heat goes from their house. They will begin to write claims and complaints to the management company, to the housing office and housing and communal services. Will be held independent expertise and it turns out that the problem is not in the provision of services inadequate quality, but your amateur performance. The owner, and in the case of tenants, the landlord will be fined and forced to return everything to its original state.

Complaint about the provision of services of inadequate quality

Sample claim for low temperature in the house or for the requirement to recalculate the heating fee due to the provision of services of inadequate quality, you can download on our website. Let's take a closer look at what should be written in it anyway. without fail. In the header you indicate to whom you write and your data. It is necessary to indicate not only the details of the organization where the application will be sent, but also the data of the responsible person. Most often, the claim is written in the name of the head of the management company or housing office. Also remember that the applicant is the person who entered into the service contract. If you decide not to write a statement, but simply call, then be prepared for the fact that this does not work and the problem of the quality of residential heating will not be resolved. In the main part, first of all, write down under what number the service agreement was concluded and the date of its conclusion.

Then briefly, but in detail, without unnecessary speculation, describe the essence of the problem:

• write what temperature standards in the house must be observed in accordance with the norms of SanPin and SNiP;
• according to the act drawn up in advance, write how the heating actually works (date, time, temperature - you can even measure the temperature of the water in the batteries);
• if there is no space heating at all or there was no heating for a certain period of time, indicate this interval;
• if an independent examination was carried out, the results of this examination are attached to the claim, as well as an act on how the heating system actually works;
• indicate which clauses of the contract and the norms of SanPin and SNiP (as well as other legislative norms) have been violated and what responsibility the heat supply provider faces for this;
• express your requirements and the proposed course of action from the organization to which you are writing.

Remember that there will be no immediate reaction. Your claim will be considered in accordance with the law on the procedure for considering such applications from citizens. Find out what days the housing office, housing department, housing and communal services work (in general, where you wrote) and expect the result.

Norms and recalculation of payment for heat supply

The legislation establishes certain standards that the provision of residential heating services must comply with (including SanPin). Violation of these norms is a violation of human rights and threatens the management company with punishment. Insufficient water temperature in the battery leads to the fact that the house becomes cold. During the time when it was cold at home, you can recalculate utility bills. Decree 354 establishes the following standards for the temperature in the apartment when frost is thirty degrees outside the windows:

• eighteen degrees in the central rooms;
• eighteen degrees in the kitchen;
• combined bathroom or bathroom - twenty-five degrees;
• in corner rooms twenty degrees.

At temperatures outside colder than 31 degrees, the temperature in the rooms of the apartment should rise by two degrees, respectively. But you won't be able to recalculate your home heating bill if you don't have enough heat in the toilet. Norms and requirements of SNiP and SanPin for toilet rooms do not apply.

The norms for heating also include the availability of hot water. The water in the tap should be between 65 - 75 degrees. At night, a change in water temperature by five degrees is allowed, and during the day only by three.

For the lack of hot water, you can also recalculate utility bills. If the water that should be hot is only forty degrees, you have to pay for it at a rate cold water. You may also need to recalculate the payment for heating if a person is not at home for a long time (for example, he works on a rotational basis). To do this, you need to write an application to the service company.

Act and expertise

If the air temperature in the apartment is clearly not up to the norm, this fact must be recorded before complaining. This can be done in two ways. Invite specialists from the management company. Or independently in the presence of three witnesses - residents of the same building and the chairman of the council of residents. Drawing up an act in front of witnesses will be legal if the performer does not arrive within two hours after the request from the owner. If disagreements arise in the course of checking the quality of the services provided, an additional examination may be carried out with the involvement of specialists.

An examination can be carried out at the request of the owner or service provider at any time. Although recalculation of the fee can be done only once a year. But conducting an examination and drawing up an act on poor-quality provision of services may be necessary not only to recalculate the amount of utility bills, but also to write a claim to the organization with which the service agreement has been concluded.

On our website you can find a sample claim to the examination serving your home, SanPin norms, and other regulatory and legal documents necessary for citizens in Everyday life. And also get advice from lawyers with extensive experience.