If the house has no water. Complaint about the lack of hot water (how to file a sample)

Imagine the situation: you started spring cleaning at home, loaded the washing machine with laundry, got ready to wash the windows, but there was no water in the tap. The washing machine stopped, plans for useful things collapsed. What to do if you turn off the water? Who can find out the reasons for the sudden turn off of water supply?

Do you need to go to the end (right up to filing a lawsuit) if your rights have been violated?

YesNot

What malfunctions are considered normal?

Government Decree No. 232 of 2017 defined the regulations in force throughout the country, which clearly regulate the lack of water and the guarantees of citizens who pay for utility services.

1. Shutting off cold water during an accident is legal if the stop of its supply does not exceed 8 hours in 1 month, and a one-time shutdown should not last more than 4 hours. Every hour of delay will save 0.15% for every 60 minutes when paying for a communal flat;
2. The rules of law do not allow a drop in the pressure of cold water by more than 25%. If the pressure fell by 25%, the hourly rate drops by 0.1%, while reducing the pressure over 25%, the rate should be reduced for each hour of non-compliance.

"Hot water" can be paid at the rate of cold, if its temperature does not exceed 40 degrees. The main measure to fix.

And how are things going with hot water? Standards off are similar to cold water. The only amendment - the maximum delay of hot water is 1 day, if a breakthrough occurred on a dead-end highway.

Hygiene requirements number 20 of 2009 prescribed the temperature of hot water from the centralized water supply system - from 60 to 75 degrees Celsius.

Tolerances:

• 3 degrees in the afternoon;
• 5 degrees at night.

If the water does not heat up above 40 degrees, you pay it at cold rates.

Where to find out the reason for the lack of water supply?

The apartment is guaranteed no cold water, if an accident occurred in the city. Most of the pipes were installed in Soviet times, so with the onset of the first frost, there were frequent cases of breakthroughs on pipelines.

If there is no hot water, it means that the thermal power plant, the distribution network of the water supply are being repaired or prevented.

You can contact city ​​emergency service, housing office, housing inspection, Vodokanal, management company. It is not difficult to find the telephone number of the organization of your region on the Internet or in the vodokanal receipt.

The easiest and most reliable way to find out the reason for the lack of water is to call the management company at home, the housing office or the emergency service.

In case of planned repair, the housing office will notify tenants of the date, time and duration of the water shutdown in advance. Perhaps you just did not notice such an announcement on the information stand of your house. In this case, call several neighbors and find out the reason for the lack of water.

You have the right to leave a written appeal on the website of your management company or housing inspection. After three days, you have the right to complain about the inaction of the public service.

Where to complain about utilities

In the case of protracted repairs, the duration of which does not comply with the established standards, feel free to contact the Federal Service for Public Supervision or the city prosecutor's office with a written complaint. For a more rapid response, you should submit a collective complaint from all the residents of your house or street (district).

You can send a complaint to the Federal Service for Supervision of Consumer Rights Protection and Human Rights directly from the Federal Service website.

You can get recalculation, even if the hot water is turned off as planned, and not because of an accident. The refusal of the management company to reduce the rate for water supply is also a reason for complaining to the supervisory authority.

Each year, one thing happens with dreams — the heating season ends, and together with the shooting, hot water will disappear. Public utilities explain this simply: checking and adjusting the system after winter.

We can agree with this, if only “but” - such a check is often delayed. Every year longer and longer. In recent times, instead of the promised one or two weeks, people are sitting without hot water, barely having enough snow to go; they turned off the hot water: where to call and to complain.

Do not hurry to call anywhere. Yes, discomfort. Yes, uncomfortable. Yes, it's a shame. Rest assuredly, listen to the council of the heat technicians themselves and think: do you have to give me a heating tank? And better stagnant, anoskapitelny.

What do you get out of this case? First, the independence of our utilities, whose work, for someone who is unclassified, leaves much to be desired. You will no longer be interested in any of their planned and unplanned repairs and hydraulic tests.

Secondly, you will always have water in your water, even if you turn off some hot, cold water. Thirdly, it will be unnecessary for you to call or walk in search of truth anywhere, to complain about something. Your nerves will always be fine.

Some will decide: “Danu, it’s too expensive.” Let's say this is not cheap, but affordable, especially if you use an installment plan, a loan or the same government programs to warm up and modernize housing. As for payments to electricity, isn’t high-rate water less tariffs?

You will know with a noscake, what you pay for, abez tank, if you have no water meters in the apartment, then you will have to pay anyway, or call somewhere, ask someone, go write a statement to recalculate.

Well, we will try to figure out where to come to, if there is no hot centralized water supply in the house or apartment.

Usually, the shutdown of hot water supply is due to repair and preventive works that are carried out by the heat supply organization (CHP) either alone or together with housing maintenance  (ZhEK). In such a case, residents of the house or the whole neighborhood must be warned so that they can prepare.

Turn off the hot water without any warning can only emergency situations, if there was a break in the distribution thermal networks or the CHP. Where to call in this case? First of all, the dispatcher of the heating networks, since the housing office may not be aware of the reasons for this, in this situation.

Unfortunately, our heat supply networks today are so worn out that the gusts occur more often and more often, making it harder and harder to remove them. Particularly difficult is the time when you have to turn off not only hot water, but also heating.

People come to work out the cold, cold apartment, which had time to cool back, because during the day they turned off the heating and the hot water went where to call. In the evening or at night you can call the emergency service. Hardly they will help, but you will know the reason.
The outrom should be disturbed by the housing office, since resetting the house (cutting off the heat supply to emit water so that the pipes do not burst) is a concern for the housing organization. They will already say, at least tentatively, the repair will be delayed.

In order to have as little of such distress as possible, the public utilities conduct surveys of the system and scheduled repairs in the summer, shutting off the hot water supply, as a rule, for several days or weeks.

On a note! You can find out if hot water is turned off from advertisements, post-itinerary adhesives, from the local press and the heat supply organization that serves the city.

By choosing a street and a house in the house, you will receive complete information — fast and simple — what month will be the preventive work, scheduled repair, or hydraulic testing at the address indicated.

See when they are going to turn off the hot water and find out the phone numbers where to call, residents of St. Petersburg, for example, or other major cities can also arrange a thermal organization, only a non-urban, regional, mortgage to notify their neighbors so that the lack of hot water will not happen.

Of course, nevse have a computer and access to the Internet, an announcement in the mass media can not be seen or even a newspaper is not bought, so remember, notify the housing department or the management company.

That is what you pay for the maintenance of the housing stock. If they neglect their duties, you can safely complain about it, so that henceforth it would be disgraceful to leave citizens without such important information.

You can call the city or district administration to start with (if you turn off hot water in places like Moscow without warning for the purposes of prevention). But before you call somewhere, it’s better to go straight to the head of the department. housing and communal  Household application zapispisyu tenants home. It will be more effective, as calls sometimes do not give any result.

Turn off the hot water: a plan of action

At scheduled events, there is no immediate call. We need to wait for the end of the repair. Contact the management company, the administration, Rospotrebnadzor or the prosecutor's office should be in the case when the repair was delayed, but your attempts to find out when it will end and finally turn on the hot water, the utilities in the best case remain silent.

Even if you simply fail to meet the deadline for the resumption of hot water, start calling the following authorities:

• emergency city or district service;
• Housing office and management company;
• the committee of the PHI under the municipality;
• service of complaints and appeals of citizens at the city administration:
• reception head of the city Duma.

Somewhere give away. Well, asli uznet, then Rospotrebnadzor and the Prosecutor’s Office remain. New organizations need to document their complaints. Therefore, we have said above, complaining about how they turned off hot water and it is not known when they turn it on, preferably through written appeals, than to call somewhere, and personally write copies of registration statements with a copy of the note or send it by post.

On a note!  The application is reviewed within three working days, after which you must be answered.

If you limit yourself to some promises or a simple replay, call a reminder to the prosecutor's office and attract attention to this issue of the media. For moral damages, do not hesitate to contact the court.

The main thing is not to sit with folded arms, because the rescue of drowning is the work of the hands of the drowning. Trite, but the truth. Alas, this is our routine. Our municipal organizations have not learned how to work properly. Maybe someday, but it is a dream.

How to affect the communal services

Usually, hot water is turned off in a house, in a separate entrance or riser. Less often, in an emergency situation, all around a neighborhood or city. Before starting a campaign everywhere, you need to find out the reason, wait for the deadlines, and then act.

When the hot water was turned off (Krasnodar, Rostov, Sochi and other cities), then call to the first place, vukse. Next, you need to create an initiative group of izhilts at home. Attract outside residents of neighboring houses.

Write a complaint signed by the head of this group. The complaint must be in three copies - one is given to the LC, the other in the city or district administration and the third must be left, ensuring that the date of acceptance of the application, name and surname of the person who accepted the incoming registration number are noted.

After the allotted time to get a response, in the event that you didn’t satisfy or you didn’t receive a response at all, you can file a complaint. You have a weighty argument.

But usually public utilities letter appeals try to react and take measures, because they know that the court had never been won. The appeal of the initiative group, formalized to the general rules, is not enough that the tenants' phone calls, which, as practice shows, are often simply not fixed.

How to make a recalculation of payment to the plant when it is turned off

Public utility is Klondike for abuse and irresponsibility. Here, as Voland used to say, it is unnecessary to ask anything for a niuki, they will come and they will come. And so it is. People go, they carry their hard earned money, sometimes even on the things that they lack, although they are clearly spelled out, we only have to pay for the services that we received.

Therefore, if you turn off the hot water, then the payment should be reduced, you just need to know where to call to recalculate.

This is another effective mechanism of influence on public utilities, since the amount of their earnings depends on the lack of payments (timely payment of wages, bonuses and bonuses).

However, recalculation is carried out only when the permissible disconnection time is exceeded, and only those that have not been installed apartment water metering devices can require recalculation.

It is important to know that at any time the utility workers in Ussuriysk or in other regions of the country can turn off the hot water without fear of recalculation (as you will understand if it’s time to do it, it’s pointless to call someone, call more to write complaints and recalculate):

• troubles during an accident on the main pipeline;
• for 4 hours in case of emergency inside the quarterly networks, in-house or apartment-based apartments;
• total of 8 hours a month in a normal situation.

On a note!  Monthly payment is reduced by 0.15% every hour in excess of the stipulated time limit.

To call, to run somewhere, to plead with the communal services and the other can be called walking to the assies. Nerves will spoil us a lot. Well, they know how. That is why we started our article on the installation of heating tanks in order to be as independent as possible from the services to pay for air. Here, think for yourself, decide for yourself the main aspects of how to deal with the utility men, now you know.

The benefits of civilization firmly entered our lives and become familiar. If earlier people used water in wells, then we just need to open the faucet. Moreover, both cold and hot water immediately flows from them - you can calmly take a shower, wash the dishes without fear of freezing your hands. And the more unpleasant when hot water is disconnected for some reason.

So, if there is no hot water in the faucet, where should the tenants complain? In this article we will answer this question, and also consider the reasons for this situation and ways to recalculate the fee for the period when the service was not provided to you.

Consumer rights

Each tenant of an apartment building must know its rights and defend them in the prescribed manner. The law stipulates that:

Of course, sometimes these rights are violated. Most often, tenants encounter the following problems:

• Despite the planned shutdown of hot water, the bill for it is exposed in full.
• There is no water supply longer than the deadline.
• Residents are not warned of the impending disconnection, or the announcement is posted in violation of the deadlines provided for by law.

Let's talk about how to act in such cases.

No hot water: where to call?

Shutdown hot water can be of two types: planned or emergency. Planned maintenance work is carried out in the summer, when the heating season is over. A warning about this with an indication of specific timing of disconnection is usually posted on the entrances in advance.

The lack of hot water can also be associated with an emergency situation arising from damage to the CHP or distribution system.

In the first case, you should wait for the completion of the repair. If his deadlines are clearly delayed, the tenants can contact the Managing Company that services the house, as well as Rospotrebnadzor or the Prosecutor’s Office.

In the case when there were no announcements of disconnecting hot water, you need to call:

1. To the managing company or housing office. You can find the necessary phones at the entrance of the house or in the receipt for payment of utilities. Require your message to be registered. Make a note of the number and time of the application, in order to demand further recalculation of the payment for hot water
2. In the emergency dispatch service. If the housing office do not know anything, feel free to call here. Be clear about your details and exact address. The dispatcher should tell you about the causes of the accident and the estimated timing of its elimination. When the absence of water to the emergency service is unknown, a specialist will be sent to the place. He must verify the information received and detect a breakdown within two hours.

Phones that should be addressed to residents of Moscow

Moscow is the largest city in Russia. When disconnecting hot water, residents of the capital should call on the hotline MOEK  by phone 8 (495) 662−50−50. Complaints are accepted around the clock. Also here receive complaints about interruptions in heating.

Should respond promptly to the appeal and in Moszhilinspektsiand. You can reach the hotline at the following numbers: 8 (495) 681−20−54, 681−77−80, 681−21−45.

Where to complain when the repair is delayed?

It happens that the Management Company ignores the complaints of citizens. In this case, it is necessary to show perseverance and act exactly according to plan:

If you have the Internet, you can leave a complaint on the sites listed above organizations. If the problem is particularly acute, and the decision is 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 the hot water is turned off for a long time, the amount of payment for the service is reduced in view of the amount not received. This applies to those consumers in whose apartments water meters are not installed. It is possible to achieve a recalculation, if at switching off the hot water the prescribed limits were exceeded:

• 4 hours at a time for scheduled maintenance;
• 8 hours in total in standard situations;
• 24 hours at emergency elimination of breakages on a dead-end highway.

For each extra hour spent without water, payment is reduced by 0.15 percent of the standard amount. There should also be a recalculation for sewage, as many housing offices forget.

Where to apply if the required recalculation was not made? First of all, you need to be reminded of the fact that the hot water was disconnected in the housing office or in the UK. In case of refusal to make changes to the receipt should seek help in Rospotrebnadzor  or local government. Under any administration, there are special committees called upon to monitor the activities of housing and public utilities.

When hot water is not hot

Sometimes formally hot tap water runs, but its temperature does not correspond to the 50−70 degrees Celsius. In this case, the fee is charged in full. Where to go to restore justice?

Come to the rescue all the same housing office. It will be necessary to draw up an act of violation of state standards. On its basis, a commission will be formed that will conduct accurate measurements of the water temperature directly from the tap. If the information on low temperature is confirmed, an act will be drawn up in duplicate. One of them will be given into the hands of the apartment owners, and upon presentation, the water supply will be recalculated.

To identify the causes of poor service, a technician is involved who should examine the communication. To eliminate the problems specialists are given one week.

Remember: all city utilities required to provide high-quality services to the public. Residents pay them out of their pockets in full and have the right to demand compliance with the rules stipulated by Russian law.

Paying for utilities, you need to require their compliance with the quality and the established order of provision. With a long absence of hot or cold water or violation of the timing of its disconnection, it is necessary to file a complaint.

Living in an apartment and on time paying the due payments for consumed resources, a person expects the same attitude towards himself from public utilities. This means that at home hot water should be hot, not icy or slightly warm, cold should be clean and suitable for cooking. If public utilities do not comply with elementary quality requirements, or if they make shutdowns for a long time without warning, then a complaint of lack of water will help protect the violated rights of the consumer. Moreover, it is necessary to complain as soon as possible, which will speed up the prompt solution of the problem.

Table 1. Where and for what reasons can you complain about the lack of water

Regulatory framework

The main documents regulating the issues of hot and cold water supply are Federal Law No. 416-ФЗ dated December 7, 2011 “On Water Supply and Wastewater Disposal” and the RF Government Decree No. 354 dated May 6, 2011 “On the Provision of Utilities for Owners and Users in apartment buildings and residential buildings ".

Hot water supply

According to the aforementioned decree, hot water must be supplied around the clock and without fail during the calendar year. Allowed violations of this rule:

• it is allowed a break of eight hours in total or four hours continuously for one month;
• in case of an accident on the highway, the lack of hot water supply can be within a day (24 hours);
• during the work on the prevention and repair of engineering networks, the duration of the interruption is established by the norms of SanPiN 2.1.4.2496-09 and is not more than 14 days (paragraph 3.1.11).

If a specific situation is in no way connected with the above 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. Material punishment consists in lowering the fee for each hour of exceeding the permissible interruption in the supply of a resource by 0.15 percent of payment established for the same period.

The temperature of the supplied hot water should be between 60 and 75 degrees Celsius. Legally allowed to deviate from the established norm by three degrees during the day and five at night.

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

Cold water supply

The rules of cold water also tell about its uninterrupted admission to homes during the year. Cases when violation of uninterrupted water supply is allowed:

• within eight hours during a calendar month (summed up in total) or four consecutive hours;
• if an accident has occurred, then according to the rules of SNiP 2.04.02-84, depending on the seriousness of the incident, the depth of the pipeline and other factors.

In case of violations of the established requirements, responsibility is incurred, including material in the form of reducing the amount of payment for poor-quality service.

Complaint of lack of hot or cold water and its weak pressure

When the quality of water flowing from the tap leaves much to be desired, or there is none at all, and utility bills arrive regularly, you need to defend the rights of the consumer.

As a general rule, residents are obliged to notify about the forthcoming planned shutdown of water supply for at least 10 days in advance. The announcement indicates the start and end of work. Properly and promptly filed a complaint will help in prompt resolution of the problem.

Who can complain about the lack of water

You can file a complaint with:

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

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

Grounds for filing a complaint

Reasons for writing the appeal are:

• the absence of hot and (or) cold water for a long time (more than allowed by law);
• shutting down the water supply without prior warning (except for emergencies) or periodically for a short or long period of time, which leads to the absence of water more acceptable by regulatory documents;
• low water pressure;
• poor quality of water supply (regarding temperature, impurities, color, pollution and other things).

Attention!   The first instance for the appeal is the managing organization serving the house - the company, the HOA, housing office. If there is no reaction on her part, then it is necessary to address the appeal above, up to the assertion of rights in court.

Sample Cold Water Complaint

The complaint should reflect the following information:

• the name and address to which it is addressed;
• information about the applicant (last name, first name, middle name, address and telephone number);
• the gist of the complaint (briefly describe the situation, specifying specific dates, for example, indicated in the ad for the management company to turn off the water and the real resumption of the water supply or its absence on the day of treatment)
• the applicant's request (as a rule, to eliminate the violation and to resume the water supply or to oblige to restore the water supply);
• attachment of available additional materials (for example, a photo of the announcement of the planned measures to turn off the water, the authorities' responses to the claim of lack of water supply, etc.);
• date and signature of the applicant (or applicants if the complaint is written by several tenants).

Attention!   It is possible to issue and file an appeal for the lack of cold water supply to one person or to several. In the latter case, the complaint will be called collective.

Complaint of lack of hot water

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

Form of appeal

A complaint of lack of water is usually filed in writing. The finished application can be brought to the office of the body where it is addressed, in person or sent by registered mail. Writing style - business. The essence of the appeal is summarized briefly; if possible, additional materials are attached: photographs, copies of the answers, and more.

If such a water supply violation occurs for the first time, then to solve a problem it is sometimes enough to call and complain to the management organization. Phone is easy to find on the receipt of payment of housing and communal services or on the Internet.

Where to complain about the lack of water

The complaint should be addressed to:

• to the managing organization (this is the first instance for reviewing an appeal about the absence of water supply);
• to the housing inspection, housing and communal services department, city or district administration (if the response from the management organization is not received within the time limits established by law or nothing is done and the problem is not solved);
• to Rospotrebnadzor (you can complain about the quality of water, its weak pressure);
• to the prosecutor's office (the appeal is addressed if in other instances it has remained unanswered or resolved the problem; the complaint form can be filled in place).

In the court appeal as the last instance for the protection of violated rights. A lawsuit is filed if appeals to other authorities failed to give a positive result. Or in the case when the actions of public utilities caused real damage to the citizen.

Apply Online

In addition to the traditional writing, you can use the help of the Internet and file a complaint online. One of the popular options is the Gosuslug portal (https://www.gosuslugi.ru/). This method is available for registered users. To send an appeal, you need to open the main page of the site, go down and find the section “Our projects”. It is necessary to select "Pre-trial appeal" and then follow the instructions.

You can also submit an electronic appeal on the website of the territorial body of Rospotrebnadzor, via the Internet reception of the Housing Inspection of the subject of the Russian Federation.

Residents of Moscow can complain online about the lack of hot water on the Our City portal.

Higher education. Orenburg State University (specialization: economics and management at heavy engineering enterprises).
June 19, 2018.