Almost two hundred houses will be left without cold water in Vladivostok

Two summer themes have been reopened on the Our City portal. Muscovites can complain online if hot water is turned off early or turned on later. The topic about the lack of sand in sandboxes at playgrounds is also available again.

An online complaint about non-compliance with the deadlines for disconnecting or connecting hot water can be submitted in the “Apartment buildings” category. In the message you must indicate the exact address, as well as write the payer’s financial and personal account number (FLA). This number is needed as proof that the author of the complaint is indeed a resident of the house. The financial and personal account number is indicated in the payment document, which is filled out to pay for housing and communal services. Residents whose houses are managed with the help of HOAs and housing cooperatives will also have the opportunity to leave their requests, indicating the available information in the field. The verification will be carried out using all sources available to the portal. If problems arise, just contact the technical support service of the “Our City” website.

The topic about the lack of sand in the children's sandbox can be found in the category “Yard areas”. In your online complaint, you must indicate the address of the yard where the problem was noticed and attach a photo of the empty sandbox. To send such a complaint, you do not need to confirm that the author of the message lives next door to the playground. Sand should be in every sandbox in the city; it is changed annually. Any citizen who notices a problem can complain about its absence.

Other spring-summer themes are available on the Our City portal. Muscovites may complain about erased road markings and poor quality care of plants in yards, parks and along roads. And also leave messages about summer cafes that are located with violations.

Specialists must respond to messages within eight business days. Users still have more than two weeks to confirm or deny a solution to the problem.

Planned shutdowns of hot water will begin in Moscow apartment buildings from May 10. Where to find the dates for seasonal shutdown of hot water - read here.

Most apartment complexes in the capital are serviced by private management companies. Contact information about the management company is freely available at the entrance at the information stands. If there is no cold water, you should first call the dispatch service or emergency line in Moscow. These structures work around the clock and are created to provide consultations to citizens in emergency situations.

Reasons for de-energizing DHW and cold water supply

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Most often, the consumer does not know that the water supply is planned to be cut off. Moscow is a big city and cases often occur when the supply of hot water and cold water is carried out unscheduled. This may be due to an accident or emergency repair. In any case, the citizen suffers first and often does not know who to call in Moscow if there is no water.

There are emergency reasons that do not require warning. However, even for such cases, specific periods of time are prescribed during which utility companies must correct the situation. Utilities are required to comply with water shutoff standards and report in advance about an unscheduled interruption in the supply of the resource.

No housing office or management company has the right to schedule shutdowns for the autumn, spring or winter periods. This is why there is summer, when people go on vacation and stopping the supply of hot water will not cause serious inconvenience.

To find out the reason why there is no hot water, in Moscow in 2020 you need to call the emergency line at the number: 8-800-700-40-70. The cool center operators will indicate the reasons for the lack of water supply.

The following situations are common:

• accident;
• carrying out major repairs;
• pipe cleaning;
• connecting new facilities;
• problems with housing and communal services.

Note: utility companies are required to notify users 10 days before the start of work. The only exceptions are emergency situations.

Watch the video: “Where to complain if the water in the house is turned off outside of the plan.”

Disconnection standards for hot water supply and hot water supply in 2020

If the water supply is cut off without warning, then you should call the Moscow region in 2020 immediately. Sometimes incompetent housing and communal services employees do not comply with regulations. PP No. 354 sets out the rules for stopping the water supply.

It specifies regulations, for example, SanPin 2.1.4.2496-09 and SNiP 2.04.02-84 regulate the legal grounds for disconnection and highlight time periods:

1. The maximum number of hours per month for which water supply can be interrupted is 8 hours (total time). The duration of one outage should not exceed 4 hours.
2. If we talk about the supply of hot water, the total blackout also cannot be more than 8 hours.
3. When major repairs of pipes are planned, utility companies are required to warn consumers of an apartment building, district or village two weeks in advance. Most often, the duration of such work does not exceed five days.
4. If an emergency occurs, then according to the standards it is allowed to shut off the flow of water for a period of no more than two weeks. This period is considered the maximum, and it also applies to summer preventive work.
5. When withdrawing or reconnecting, eight hours per month are available, so housing office staff must make a plan in advance.

If the rules are violated, penalties may be imposed on the guilty party.

When can I recalculate hot water?

To record temperature deviations, you need to call the unified dispatch service of the Department of Housing and Communal Services. An employee of the management company will take measurements and draw up a report based on the results of the inspection.

The document must be submitted to or directly to the management company (if it independently makes calculations and accruals).

Heating payments are calculated based on the average monthly volumes of thermal energy consumption for the previous year. That is, accruals for the current year occur monthly in equal shares in the amount of one twelfth of the cost of the service consumed during the previous year. The heating fee is adjusted once a year.

Where to turn when there is no water in Moscow and the region

Many citizens do not know where to call if their hot water is turned off in Moscow and do not have the information. The telephone numbers listed below can be useful not only when the supply of a resource is interrupted, but also in order to find out current information. For example, when a shutdown is planned in a specific area of ​​the city or Moscow region.

Hotline of the Moscow Water Inspectorate

The first number to call if there is no water in an apartment in Moscow is the customer support service by phone - 8-800-700-40-70. The hotline operates 24 hours a day. Operators will answer questions from citizens, since information is sent to the cool center first. This is advisable if the water disappears late in the evening or at night, and the number of the management company or HOA does not answer. Representatives of the service not only provide consulting services, but also record citizens’ complaints in a registration journal.

You can also contact the emergency service - the number is indicated on the MKD information boards. There are other hotlines. For example, the Moscow Housing Inspectorate has the necessary information - employees respond around the clock.

Contacts are given with code (495):

• 681-77-80;
• 681-20-54;
• 681-21-45;
• 681-20-54.

Note: the call is free if you use a landline phone in Moscow and the region.

Unified dispatch service telephone number

The department is always aware not only of the exact dates of repair work, but is also the first to receive information about an accident. It is the dispatch service that calls repairmen to the site if a pipe bursts or an emergency situation is detected.

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You need to call 8-495-657-87-03. When the water supply is intermittent, you should call 8-495-681-77-80.

Additional telephones

Note: by calling the number you can get information and apply for a recalculation of water fees due to a shutdown.

Where to complain when repairs are delayed?

If the problem could not be solved or your call went unanswered, then you can report the poor performance of the heating systems to the Moscow Department of Housing and Communal Services. Operators of the Department’s unified dispatch service accept requests for accidents, complaints and comments regarding the operation of heating systems by telephone 24 hours a day. In addition, Muscovites can use the department’s electronic reception desk.

Another option is to call MOEK. Messages about problems with heating in the apartment, about accidents, the release of steam and other problems in the heating and water supply system are accepted around the clock by telephone.

You can express dissatisfaction with the work of the management company through the electronic reception of the Moscow Housing Inspectorate or personally to the head of the territorial unit. In a written statement, you must briefly describe the essence of the issue and attach copies of appeals to the management company and other authorities.

You can also file a complaint using the Moscow State Services mobile application or on the Our City portal in the Apartment Buildings section. In the latter case, the answer will come within eight days.

There are several places you can go to with a water complaint. Which organization you choose will depend on the seriousness of the offense, how often it happens and how long it lasts.

When determining where to complain about water quality, the following authorities are distinguished:

• UK;
• housing inspection;
• local authorities;
• Rospotrebnadzor;
• the prosecutor's office;
• court.

When thinking about where to complain if there is no or unsatisfactory quality of water, you first need to contact your management organization or Vodokanal. Often in such situations, residents file a collective appeal, which significantly speeds up the process of its consideration. You can leave the document in person at the office, since it is often located near your home. In this case, you should ask for a receipt stamp on the second copy. If desired, all materials can be sent by mail.

When dirty water flows from the tap, you can contact the Housing Inspectorate or Rospotrebnadzor, whose main function is to protect consumer rights. In addition, you can contact the above-mentioned authorities in the following cases:

• The management company or Vodokanal ignore the application submitted to them;
• The management company or Vodokanal refuse to satisfy the complaint;
• In response to the complaint, the management company or Vodokanal promised to eliminate the existing shortcomings, however, they do nothing for this.

We invite you to read: Three want to privatize an apartment and two are against - what are the options?

When, instead of hot water, barely warm water flows from the tap, and all of the above authorities do not correct the situation in any way after contacting them, you can write a complaint to the head of the local administration. He will instruct the authorized bodies to look into this issue.

To the prosecutor's office

It happens that the water supply has been restored, however, the Criminal Code refuses to make recalculations in this regard for the time when the resource was not available, it is advisable to contact the prosecutor’s office with the appropriate paper.

People usually complain to the court last, since going to this authority requires financial and time losses. It makes sense to initiate a legal procedure when an appeal to other authorities has not brought any results, and also if such actions of the management company have caused damage to a person, which the company refuses to compensate voluntarily.

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It happens that the Management Company ignores citizens' complaints. In this case, you need to be persistent and act exactly according to plan:

1. Unite with your neighbors. Collective complaints are much more effective. Feel free to call the housing office 20 times with the same question.
2. Leave a written request. You can do this directly at the office of the house management company. All statements are written in two copies. Let the receiving party put the date and incoming number, then keep one copy for yourself. If you refuse to do this, send the document by letter with notification of receipt.
3. If three days have passed since filing the complaint and there is still no hot water, you should contact the housing inspectorate, district administration or City Duma.
4. As a last resort, go to the prosecutor's office and talk about the negligent inaction of the city's public services. Through the court, you can seek compensation for the damage caused.

If you have the Internet, you can leave complaints on the websites of the organizations listed above. If the problem is particularly acute, and the solution is being delayed by various authorities, it makes sense to contact the media. Through the press and television you will quickly attract the attention of the authorities, which is what is required in this case.

Complaint about the lack of hot water supply and hot water supply in Moscow

It is increasingly happening that utility companies violate the rules for supplying resources and do not promptly respond to the problem. It is in these cases that you need to know which inspectorates a citizen can complain to.

The list includes:

• housing office;
• GZHI;
• Vodokanal;
• HOA management;
• Rospotrebnadzor.

However, this is an incomplete list of authorities through which justice can be restored and a complaint can be filed.

Responsible authorities

It doesn’t matter who provides the services - a public housing service or a commercial management company, a claim about poor-quality supply of hot water or cold water must be written to the Housing Office at the place of residence.

You can submit a letter of claim in person or online. The application states the legal norms that were violated and the evidence. Lawyers advise sending collective complaints, as they are considered faster due to priority.

Filing a claim through the State Services website

If the tap comes out with cold, rusty water or is completely absent, and utility workers do not react in any way to citizens’ statements, the Housing Office will issue a warning to the resource supplier and impose penalties.

Filing a claim online is a more convenient option.

Algorithm

If the water supply line does not work in the apartment without legal grounds, you can write a complaint to the management company or housing and communal services. It is worth using the State Services portal and sending an application.

Applications will only be accepted if the person has a verified account. In all other cases, the site is for informational purposes only.

Step-by-step algorithm of actions:

1. Enter the address: https://www.gosuslugi.ru/ into the search bar of your browser.
2. Go to the “Send an appeal or complaint” tab.
3. State the essence of the complaint and click on the “send” button.

Where can I complain about lack of water?

Table 1. Where and on what grounds can you complain about the lack of water

Regulatory framework

Hot water supply

According to the above decree, hot water must be supplied around the clock and uninterruptedly throughout the calendar year. Acceptable cases of violation of this rule:

• a supply interruption of eight hours in total or four hours continuously for one month is allowed;
• in the event of an accident on the main line, there may be a lack of hot water supply for a day (24 hours);
• when performing maintenance and repair work on utility networks, the duration of the break is established by SanPiN 2.1.4.2496-09 and is no more than 14 days (clause 3.1.11).

If a specific situation has nothing to do with the listed cases, then this is a reason to complain about the lack of water, including to the regulatory authorities. The management organization is responsible for the quality of services. The financial penalty consists of reducing the payment for each hour of exceeding the permissible interruption in the supply of a resource by 0.15 percent of the payment established for the same period.

The temperature of the supplied hot water should be between 60 and 75 degrees Celsius. The law allows a deviation from the established norm of three degrees during the day and five degrees at night.

Attention! If the hot water temperature is below 40 degrees Celsius, it is billed as cold water. However, the fact of the decline must be properly recorded.

Cold water supply

The rules for supplying cold water also stipulate its uninterrupted supply to homes throughout the year. Cases when disruption of continuous water supply is allowed:

• for eight hours during a calendar month (added in total) or four hours in a row;
• if an accident occurs, then according to the rules of SNiP 2.04.02-84, depending on the severity of the incident, the depth of the pipeline and other factors.

Acceptable time of absence of this service

Possible time to turn off water, both cold and hot:

• No more than 8 hours in total during the month.
• 4 hours straight.
• In case of an emergency, the time depends on the diameter of the pipeline (minimum - about 2 hours, maximum - 24 hours). The exact estimated time is indicated in table 25 of the Code of Rules 31.13330.2012 “Water supply. External networks and structures.”

The specified parameters are contained in Appendix No. 1 of the Rules for the provision of utility services to owners and users of premises in apartment buildings and residential buildings, approved by Decree of the Government of the Russian Federation of May 6, 2011 No. 354.

We talked in detail about the standards and timing for turning off hot and cold water supplies in 2020 here.

Complaint about the lack of hot or cold water and its low pressure

When the quality of water flowing from the tap leaves much to be desired or there is no water at all, and receipts for utility services are received regularly, it is necessary to defend the rights of the consumer.

As a general rule, residents are required to be notified at least 10 days in advance of an upcoming planned water supply shutdown. The announcement indicates the start and end periods of the work. Correctly and timely filing of a complaint will help in promptly solving the problem.

Who can file a complaint about lack of water?

You can make a complaint:

• owner of residential premises (house, apartment, room);
• tenant of housing (for example, municipal).

The subject of writing an official appeal is a person whose consumer rights regarding the supply of quality water have been violated.

Grounds for filing a complaint

The reasons for writing an appeal are:

• lack of hot and (or) cold water for a long time (exceeding what is permitted by law);
• turning off the water supply without prior warning (except in emergency situations) or periodically for a short or long period of time, which leads to a lack of water more than permitted by regulatory documents;
• low supply water pressure;
• poor quality of water supply (regarding temperature, impurities, color, pollution, etc.).

Attention! The first authority for appeal is the management organization servicing the house - a company, homeowners' association, housing office. If there is no reaction on her part, then the appeal must be addressed higher, up to defending her rights in court.

Sample complaint about lack of cold water

The complaint must include the following information:

• name and address where it is addressed;
• information about the applicant (last name, first name, patronymic, address and contact phone number);
• the essence of the complaint (briefly describe the situation, indicating specific dates, for example, those indicated in the management company’s announcement about turning off the water and the actual resumption of water supply or its absence on the day of the appeal);
• the applicant’s demand (usually to eliminate the violation and restore the water supply or to oblige the restoration of the water supply);
• attachment of available additional materials (for example, photos of announcements about planned measures to turn off water, responses from authorities to complaints about lack of water supply, etc.);
• date and signature of the applicant (or applicants, if the complaint is written by several residents).

Attention! You can file and submit an appeal for lack of cold water supply either to one person or to several. In the latter case, the complaint will be called collective.

Complaint about lack of hot water supply

The content of a complaint about turning off hot water is generally similar to a complaint about the lack of cold water supply.

Below is a sample complaint about the lack of hot water, which can be edited and used to solve your specific water supply problem.

Application form

A complaint about lack of water is usually made in writing. The completed appeal can be brought to the office of the authority where it is addressed, in person, or sent by registered mail. The writing style is businesslike. The essence of the appeal is stated briefly; if possible, additional materials are attached: photographs, copies of responses, etc.

If such a water supply violation occurs for the first time, then to solve the problem, sometimes it is enough to call and complain to the management organization. The phone number can be easily found on your utility bill or on the Internet.

Where to complain about lack of water

The complaint must be addressed to:

• to the management organization (this is the first instance for considering appeals about lack of water supply);
• to the housing inspectorate, housing and communal services department, city or district administration (if a response from the management organization is not received within the time limits established by law or nothing is done and the problem is not resolved);
• to Rospotrebnadzor (you can complain about the quality of water, its low pressure);
• to the prosecutor's office (the appeal is addressed if other authorities have left it without an answer or solution to the problem; the complaint form can be filled out on the spot).

The court is turned to as the last resort for the protection of violated rights. A claim is filed if appeals to other authorities do not give a positive result. Or in the case where the actions of public utilities caused real damage to a citizen.

Possible consequences of the complaint

As practice shows, repair and preventive measures in the area of ​​the pipeline or heating plant are the causative factors for turning off hot water.
Owners of real estate who use this type of housing and communal services are warned about this fact in advance through the management organization. Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; 7 (812) 467-41-55 St. Petersburg; ext.480 Free call for all of Russia.

For your information

Currently, many buildings are far from new and therefore subject to a high degree of wear and tear. Major repairs have to wait a long time, during which pipes and other sewer systems rust and become obsolete. As corrosion develops, the water supply system loses its reliability, and various breakdowns quite often occur on the lines. To avoid such unforeseen situations, representatives of management companies take preventive measures in the summer, which require temporarily turning off hot water. Therefore, it is not surprising that she is absent at this time period.

It is common practice to turn off water during the summer months. The main reasons why this happens:

• start of planned repair work;
• reconstruction of sewerage units and systems;
• prevention of subsequent breakdowns;
• installation and replacement of equipment units;
• debt to pay utility bills.

It is generally accepted that in a number of situations, preventive shutdown of hot water supply occurs “in order to save money.” This is partly true, since depriving the population of breastfeeding for two weeks helps to save resources. But the main purpose of the events is different.

Many people, having opened a tap with hot water and faced with its absence, panic and begin to frantically make some decisions. First you need to calm down and act peacefully. The main thing is to understand that turning off water is not a whim of some organization or a momentary desire of the management company, but a necessity.

The first step is to contact your homeowners association or management company, depending on how your property is managed. Most likely, these services will provide you with detailed information, as well as a hint where exactly you should contact.

This is not the only measure that a homeowner can take in the absence of hot water supply. If you look at your utility bill, you will be able to see contact phone numbers that you can call if there is a problem with the system. Another acceptable option is to make a call to the emergency dispatch service. Most often, her contacts “hang” among the advertisements at the entrance or inside it.

According to the general norms of legislation (Resolution No. 354), conversion operations for payment of GW can be carried out in a number of situations.

1. For each hour in which the permissible duration of the supply interruption was exceeded. In this case, the calculation is made in the amount for the estimated time in which the excess occurred. The amount of the fee is subject to reduction by 0.15% of the amount determined for the same period.
2. For every 3 degrees of temperature error (deviation from the norm). In this case, the payment amount is reduced by 0.1% of the amount determined for this billing period. If the temperature at the point of analysis is below 40 degrees, payment for each hour is made as for cold water.
3. In case of non-compliance of the composition and properties of HS with the requirements of Russian legislation related to technical regulation. The amount is reduced by the amount of the fee calculated for each day of provision of poor-quality service.
4. For each hourly period of hot water supply in total during the billing period in which the pressure deviation occurred. If the error is less than 25%, there is a decrease of 0.1% per hour. If it differs by more than 25%, the amount is subject to reduction by the amount of the fee calculated for each day of provision of inadequate quality service.

If hot water is unavailable for a long time or is of insufficiently good quality or does not meet current sanitation standards, the accounting department of the management company carries out recalculation measures. This requires examination of the fact of violation of the legislation on hot water supply. The homeowner contacts the water utility and asks for a complaint registration number. This will act as evidence in court proceedings.

Attention

After receiving the registration data number about the complaint, a statement is written to the management company. It is within the authority of this organization that the payment for hot water supply is recalculated. If representatives of the water utility are aware of the events that caused the lack of hot water, they report this by phone. If not, then they have to go to the place to clarify the circumstances. If the fact of lack of hot water is confirmed, tariffs are reduced according to consumption standards. Recalculation is not carried out in the absence of water, which does not imply exceeding the legal time frame.

The action plan in the absence of hot water is as follows:

1. Call the management company or HOA.
2. If these organizations do not act, a complaint is filed, which describes the essence of the problem and solutions.
3. After this step, most likely, your issue will be resolved by higher authorities.

Please note
: The complaint must also provide the applicant’s personal information, date of preparation, and signature.

1. Do not rush to immediately file a complaint and call higher authorities. Turning off hot water is a common procedure in apartment buildings.
2. The first one who is responsible for non-provision or poor quality of services is the management company. It can be influenced by higher authorities.
3. If actions to disconnect the hot water supply are illegal, it is necessary to file a complaint, make a recalculation and demand compensation for losses from the guilty party, as well as the imposition of an administrative fine on it.

Currently, federal legislation does not establish uniform standards for water pressure in apartments and private houses. Each specific region, and sometimes locality, has its own indicators. When calculating the standard for water supply to an apartment, the following parameters must be taken into account:

• number of floors in the building;
• height of the house;
• number of apartments;
• total number of registered residents;
• residence floor;
• time of day, etc.

Attention
The pressure in the pipelines is calculated individually for each specific apartment. Residents themselves are accustomed to assessing this indicator as “bad” or “good”, depending on whether the water pressure satisfies their needs or not. On average, the pressure in the pipes should be about two atmospheres. However, apartment owners often fail to defend their rights even with frankly weak water pressure, since pressure measurements are carried out using a special measuring device.

Before filing a claim with the utility service, you should understand the reasons for the low water pressure in the apartments. Sometimes the problem lies not in the actions of utility workers, but in the shortcomings of the living space.

As practice shows, the following reasons can cause serious problems with the supply of hot and cold water:

1. Insufficient pressure in the central main system.
2. Formation of blockage in the common house pipeline or in the pipes of the apartment.
3. Mixer malfunctions.

Attention
The reasons for low pressure of hot and cold water in an apartment may be different.

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In each specific case, you should first find out the circumstances surrounding the occurrence of low water pressure in the apartment. This can be done by contacting the utility service or management company at your place of residence. As a rule, when carrying out urgent or planned repairs, utility workers warn residents, notifying them of possible problems and the timing of their elimination.

There are several ways to independently eliminate the problem of low water pressure in an apartment. The choice of one method or another depends solely on the reason for the poor delivery:

• If the problem lies in the mixer, you can try to repair it or replace it with a new one.
• If the water pressure has decreased due to a clogged aerator, you should clean it with a needle and blow it out.
• The replacement of pipes should be entrusted to specialists; the apartment owner is only required to purchase all the necessary materials. It is recommended to replace the risers entirely, since due to the large number of joints the pressure may also drop.
• Problems with low pressure on the upper floors of an apartment building can be solved using a special pump.
• If the pressure in the pipeline is insufficient due to errors in the connection diagram of plumbing and appliances, then only a specialist can find the problem and fix it.

If the pressure in the tap is weak, you should wait a few days. If the situation does not improve, then you should file a complaint with the management company responsible for supplying water to the apartment. When contacting the Criminal Code, the sequence of actions will be as follows:

1. An application is sent to the management company to measure low water pressure in the apartment.
2. Within 10 days, a specialist with special measuring instruments must come from the management company to measure the pressure in the pipeline.
3. If a deviation from the standards is detected, the management company must identify the cause of the problem and eliminate it within a month from the date of filing the application.

Attention
If the management company is in no hurry to fulfill its obligations and delays in resolving the issue, residents should not give up and look for effective ways to influence the management company.