The benefits of civilization have firmly entered our lives and have become familiar. If a before people collected water in the wells, then we just need to open the tap. And cold and hot water flows from them at once - you can safely take a shower, wash the dishes, without fear of freezing your hands. And the more unpleasant it is when hot water is turned off for some reason.
So, if the tap is not hot water, where should the tenants of the house complain? In this article, we will answer this question, and also consider the reasons for this situation and how to recalculate the fee for the period when the service was not provided to you.
Consumer rights
Every tenant apartment building must know his rights and defend them in the prescribed manner. The legislation states that:
Of course, sometimes these rights are violated. Most often, residents are faced with the following problems:
- Despite the planned shutdown of hot water, it is invoiced in full.
- There is no water supply for longer than the prescribed time.
- Residents are not warned about the upcoming shutdown, or the announcement is posted in violation of the terms provided by law.
Let's talk about how to properly act in such cases.
No hot water: where to call?
Disconnection of hot water supply can be of two types: planned or emergency... Scheduled maintenance work is carried out in summer timewhen heating season ended. A warning about this with an indication of specific shutdown times is usually posted on the porches in advance.
The lack of hot water can also be associated with an emergency situation arising from damage at the CHP or in the distribution system.
In the first case, you should wait until the end of the repair. If its deadlines are clearly delayed, residents can contact the Management Company that maintains the house, as well as the Rospotrebnadzor or the Prosecutor's Office.
In the case when there were no announcements about the shutdown of hot water supply, you need to call:
- To the Management Company or ZhEK... You can find the phones you need at the entrance of the house or in the payment receipt utilities... Require that your appeal be registered. Write down the number and time of the application in order to further demand a recalculation of the payment for hot water.
- To the Emergency Dispatch Service... If the housing office does not know anything, feel free to call here. Be clear about your details and the exact address. The dispatcher must tell you about the causes of the accident and the expected timing of its elimination. When the emergency service is not aware of the lack of water, a specialist is dispatched to the site. He must check the information received and identify the breakdown within two hours.
Telephone numbers for residents of Moscow
Moscow is the most big City in Russia. When hot water is turned off, residents of the capital should call on hotline MOEK by phone 8 (495) 662-50-50. Complaints are accepted around the clock. They also accept complaints about heating interruptions.
Should promptly respond to the appeal and in Moszhilinspektsiand. You can call the hotline by the following phones: 8 (495) 681-20-54, 681-77-80, 681-21-45.
Why complain when repairs are delayed?
It happens that the Management Company ignores complaints from citizens. In this case, you need to be persistent and act exactly according to plan:
If you have the Internet, you can leave complaints on the websites of the organizations listed above. If the problem is especially 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 in this case is required.
Recalculation of payment for water supply
When hot water is turned off for a long time, the amount of payment for the service is reduced, taking into account the amount not received. This applies to those consumers in whose apartments water meters are not installed. A recalculation can be achieved if the prescribed limits were exceeded when the hot water was turned off:
- 4 hours at a time for scheduled repairs;
- 8 hours in total in standard situations;
- 24 hours in case of emergency elimination of breakdowns on a dead-end highway.
For every extra hour spent without water supply, the payment is reduced by 0.15 percent of the standard amount. There must also be a recalculation for the sewage system, which many housing offices forget about.
Where to go if the required recount has not been made? First of all, you need to remind about the fact that hot water was turned off in the housing office or U.K. If you refuse to make changes to the receipt you should seek help from Rospotrebnadzor or local authorities authorities. Under any administration, there are special committees designed to control the activities of housing and communal services.
When the hot water is not hot
Sometimes, formally hot water runs from the tap, but its temperature does not correspond to the prescribed 50-70 degrees Celsius... In this case, payment is charged in full. Where to go to restore justice?
The same housing office will come to the rescue. You will need to draw up an act on violation of the standards established by the state. On its basis, a commission will be formed that will carry out accurate measurements of the water temperature directly from the tap. If the information about the low temperature is confirmed, an act will be drawn up in two copies. One of them will be handed over to the owners of the apartment, and upon presentation, the payment for water supply will be recalculated.
To identify the reasons for poor-quality service, a technician is involved, who must examine the communications. Specialists are given one week to troubleshoot problems.
Remember: everything utilities cities are obliged to provide the population with quality services... Residents pay for them out of their pockets in full and have the right to demand compliance with the norms stipulated by Russian law.
To the lack of hot water, many residents apartment buildings already used to it, as a preventive measure, it does not happen every year for about 10 days in the summer.
Many have managed to adapt and adapt. Disconnection cold water in the apartment it becomes for real natural disaster for residents.
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Reasons for disconnection
The lack of cold water can occur for certain reasons, which are indicated in Federal Law No. 416 dated 07.12.2011
There are water supply shutdowns (Article 21 of the Federal Law No. 416):
- Emergency. Usually shutdowns occur unscheduled as a result of unforeseen accidents in the water supply or sewerage system.
- Planned. If there is a violation of the established norms that do not meet the required criteria or the water supplied to the living quarters is of poor quality, then by the decision of the sanitary and epidemiological authorities, the supply of water to the apartments may be turned off until the situation is corrected. Planned repair of the water supply system.
- In case of fires. To extinguish fires, if necessary, it is possible to turn off the water supply.
- If prohibited substances enter the drainage system.{!LANG-55978b725f9f93dba35e262fb5e05357!}
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The improvement of an apartment in Moscow, and not only, is due to the comfort of living in it. This includes the quality of water from the tap, the availability of heating, electricity, the organization of waste disposal (household and liquid). All in all, a full range of utilities provided without interruption. Of course, it is not very pleasant when, when opening the tap, instead of hot water comes cold or slightly warm. And that dirty and rusty one. Or even the water was turned off without warning and no reason. What to do in such a situation, to whom to file a complaint about the shutdown of hot and cold water? How to draw up such a statement correctly if housing and communal services employees do not want to fulfill their duties in accordance with the law? Where can I get a sample of a complaint addressed to the management of housing and communal services and other competent authorities?
The absence of hot and cold water in general, as well as if instead of hot water comes cold from the tap, and housing and communal services does not respond to your appeals, this is a reason for contacting the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, the housing committee, municipal authorities, and even a court. To achieve the exercise of your rights to the maximum short time you need to contact lawyers who have experience in solving such problems.
Describe your situation through the feedback window on our website, and in the near future your tap will flow not dirty and rusty, but clean hot and cold water.
And it is possible, and the satisfaction of the claim for compensation for moral damage for illegal water cut-off, depending on the situation.
If instead of water the right temperaturecold rusty water comes out of the tap, no need to grab your head and worry about what to do. Your emotions won't help you. The head should be cold and clear. No, no one disputes the lack of hot water and, in general, the provision of water of inadequate quality is a very unpleasant event, but there is no need to do hasty actions. This can and should be fought. First you need to familiarize yourself with legislative framework, regulating the legal relationship between the owner of the apartment and the management company (or housing and communal services). Let's consider the main legal norms:
- housing code; SanPiN norms;
- rules for the provision of housing and communal services (decree 307);
- other regulatory and legal acts that ensure the provision of public services of proper quality.
Before thinking about where to go, who to complain to about cold or lukewarm water running from a tap with a red cap, review the contract with the management company. There should be a reservation planned works on the repair of water supply equipment and the time frame during which cold water will become hot again. Scheduled water shutdown should be carried out in accordance with the clauses of this agreement. Residents are notified of this in advance by housing and communal services (not less than ten days in advance). In addition, you have the right not to pay for hot water during the period of its absence. If you do not have the opportunity to independently familiarize yourself and understand the specified documents or you do not know where to go to protect your rights, contact specialists for help. On this resource it can be done for free.
Where and how to complain correctly
In order, as they say, not to jump above your head, you first need to write a complaint about not going hot water, to the head of housing and communal services. You can, of course, personally go to an appointment with the head of this organization, but still practice shows that housing and communal services reacts more quickly to the written version of the presentation of requirements (especially after amendments to the law on citizens' appeal).
It must contain the following information without fail:
- data about the organization - the respondent;
- data of the official;
- applicant's data;
- a detailed description of the problem with an indication of the time during which you do not have water;
- references to laws;
- the requirement for housing and communal services employees to do everything possible to provide services to the population in an appropriate quality.
If no action was taken on your application, as they say, neither an answer nor a greeting, then you will have to go to higher authorities. We've arranged them in the order in which you'll need to refer to them:
- housing inspection;
- rospotrebnadzor;
- district administration;
- the prosecutor's office;
- judicial authorities.
Although usually, of course, it rarely comes to court. As much as possible, all the torment ends at the level of the housing inspection and Rospotrebnadzor. If you find yourself in a non-standard situation and do not know what to do in the current situation and where to go with your problem, and there was no hot water, leave a request through the feedback form and experienced lawyers will provide you with qualified assistance.
About quality standards for providing hot water
If we turn to the norms of SanPiN from the tap, hot water should go no colder than 60 degrees Celsius and not hotter than 75 degrees Celsius. Representatives of the country's sanitary supply explain such installations by the fact that the water is at such a temperature:
- prevents the multiplication of bacteria and viral bodies, which can exist at a lower temperature regime;
- reduces to a minimum the content of bleach;
- carries out the prevention of diseases of the skin and fiber located under the skin.
By law, you can live without hot water for no more than 8 hours in one month. Also, no more than 4 hours per shutdown. In emergency situations, it is allowed to turn off the hot water supply for one day.
According to the rules for the provision of services, planned work on the repair of the water main can deprive you of the opportunity to comfortably wash for no more than two weeks. Violation of these rules is the basis for complaining first to the management of the housing and communal services, and in the absence of a response from them to the higher control organizations.
When there is difficult situations there is no need to drag out time and aggravate the conflict, spoil the already unsettled relationship with the management company. Contacting experienced lawyers will help solve the problem in a civilized manner and without violating the law. Moreover, you have the opportunity to get advice from competent specialists without additional financial costs.
Returning home from work, a person discovers that there is no water. Where to call to solve this problem faster? After all, people do not imagine comfortable life without her. When there is no hot water, you can somehow survive, but if there is no cold water in the house, for residents it is tantamount to a disaster.
Algorithm of actions
When a person understands that there is no water in the apartment, you do not need to panic, but just calm down. This will allow him to accept the right decision.
Is there no hot water in the house? If your apartment building is managed by a company, then you can call the dispatcher and find out the reason for the lack of water.
If the house is managed by a homeowners' association (HOA), then here you have to bother the chairman and ask if he knows the cause of the phenomenon.
You can see receipts of payment, they indicate contact numbers.
In each settlement there is an emergency dispatch service that can explain why there is no water.
Contacting the management company can be made through a phone call. The dispatcher must record this call, make a record of the caller's personal data: name, subject of the complaint, time and identification number of the call. And also the dispatcher must introduce himself and answer all the questions of the tenant. If the reason for the lack of hot water is unknown to him, he will recognize it through his channels. The person only has to call the HOA later or contact Gorvodokanal immediately.
A call can be made to the emergency dispatch service, which collects all calls from residents of a city or village. Then she informs the HOA or management companies that are responsible for these houses. This service will inform the caller of the reasons for the lack of water.
Each management Company by law must have a website. Of course, in fact, not everyone fulfills this requirement. But if there is a site, residents have the opportunity to write an appeal to it. There they can find records that explain the reason for the lack of water.
What to do if there is no hot water
The management company receives a lot of negative statements when hot water is cut off in an apartment building, and not even warm water... Where to go if there is no hot water? In this option, you need to make a call to the HOA or to the management company to find out the reasons for the disconnection.
- restoration work on heating systems;
- repair and maintenance work;
- replacement of old equipment.
If there is no water due to scheduled maintenance, then it will not be in the apartment for about three weeks. All planned work related to heating system, are held during the warm season. At the same time, the HOA warns citizens in advance about the upcoming work by posting ads in the entrances or on adjoining territory, where they prescribe when and for how long the hot water will be turned off.
If there is no water in the apartment for more than the allotted time, then you need to contact the HOA and find out the reasons for the delay in preventive work.
Recalculation of payment for water
The period when the tenants did not receive hot water should be recorded so that the management company would recalculate payments, since at this time the consumer did not receive services.
This requires:- Call the water utility, where the dispatcher must record the call, write down the caller's name, residence address, contact phone number and assign the complaint registration number.
- Write to the management company a statement about the need to recalculate for the service not provided.
- The company dispatcher must explain the reason for the shutdown. If this does not happen, then the employees of the water utility must visit your apartment within two hours and record the lack of water.
After this algorithm of actions, the management company must recalculate the payment receipts.
There is no cold water at home
Where to find out and where to complain if there is no cold water in an apartment building? The residents of the house can survive the shutdown of hot water, but what if there is no cold water in the tap? This means it is completely absent everywhere.
It is especially offensive when it happens suddenly, without warning. Therefore, the phone number of the company that provides this service should be prominently displayed.
According to the legislation of the Russian Federation, the management company, when the water is turned off, must notify the residents in advance.
Disconnection occurs for two reasons:- debts for water use;
- repair and maintenance work is carried out on the central highway or inside the house.
Any unplanned water cut-off leads to a flurry of complaints against the management company. But you need to understand that there are situations when it is impossible to warn people in advance about the shutdown - these are water supply accidents, various natural disasters. Residents of apartment buildings are faced with frequent blackouts of cold water at night. The reasons for this need to be clarified with the company. All contracts between the company providing this service and the consumer stipulate that water must be supplied around the clock all year round.
But it also describes the boundaries when the feed can be interrupted:- total time per month should not exceed 8 hours for cold and hot water;
- no more than four hours in a row if it is an emergency for cold water;
- for hot water no more than four hours in a row in case of an accident, but if an accident occurred on a dead-end line, the time increases to 24 hours.
If these indicators are exceeded, the company may be fined.
In a situation where there is no water in an apartment building for several days, and the management company is silent, does not respond to calls and complaints from citizens, then the time has come to appeal to higher organizations. These can be local government bodies, the State Housing Inspectorate. Written claims for managing organization... They will conduct an audit of the company, write out the corresponding prescription and monitor its implementation.