In winter, homeowners in apartment buildings often face a rather serious situation - it becomes too cold in apartments. Who is to blame for such a problem and how can it be eliminated by making your living comfortable again?
Grounds for complaint
There are a number of provisions that must be implemented by public utilities in the cold season. First of all, this concerns the provision of comfortable air temperature in apartments. Before looking for where to go if the batteries are not heated, make sure who is really wrong in this situation. According to the established sanitary standards:
- In the living room and in the kitchen, temperatures below 18 ° C are unacceptable.
- In a corner room, the temperature should be at least 20 ° C.
- Also, at least 20 ° C should be in the apartment in the first year of operation of the building.
- The temperature in the bathroom should be kept at 25 ° C.
- On the stairwell - not lower than 16 ° С.
The main thing that also should be paid attention to dissatisfied residents is that in the winter season, not only windows, but also doors must be insulated in the house. Only in this case the tenants will be right, and not the housing and communal services.
Do you know that the quality of heating largely depends on the pipes themselves? Which pipes are better for heating?
What to do if the apartment is really cold
If even after warming the doorways and windows, the temperature in the room does not meet acceptable standards, where to complain, if the batteries are not heated, it’s:
- To a special hotline for housing inspection, which is in most settlements. Her number can tell you in the information.
- To the Department of Housing and Communal Services. Write a statement and send it by mail. Under current law, you must receive a response to your complaint no later than 30 days later. By this time will have to add a few days to send and work mail. If, after a maximum of 45 days, no response is received, feel free to write a statement to the Prosecutor's Office. Negligent officials will receive a fine for such a violation of the law.
In addition, now there are all kinds of Internet resources that provide assistance to the population. On the relevant sites, you can often fill out an online application. The site team will do all the further work for you, sending the application for consideration to the appropriate authorities.
What to do if the apartment is not heated by batteries, in addition to filing a complaint? While you are awaiting consideration of your appeal, ask your neighbors who have faced similar difficulties to file complaints too. The more complaints officials receive, the sooner they will pay attention to your particular problem and begin to take any action.
Also note that paragraph 9 of the Rules for the provision of utility services states that the heating of apartments must be uninterrupted. The allowable break should not total more than 24 hours in 1 month. The owner of the apartment should not pay for the elimination of violations, since payment for the current repair and maintenance of the common property of the apartment building is included in the payment for the living space.
Remember also that, depending on the degree of violation, the time to eliminate it may be different. But on average, communal services have no more than 45 days to do this, starting from the moment when they received your complaint.
When cold weather sets in and the temperature drops below the standard value, the heating season begins. If the room is well warmed up, then it will be comfortable to live in it even in the coldest winter. But not all houses and apartments with the beginning of the heating season, the batteries become warm. And there are many reasons for this. But in any case, you need to know what to do and where to complain about the lack of heating in the apartment.
Many residents of apartments often have a question, where to complain there is no heating in the apartment? But before you answer it, you need to consider for what reasons there may be no heating?
Lack of heating can be caused by the following reasons:
In any case, you need to know where to complain about the lack of heating in the house. It’s not worth waiting for a correction. And especially if the apartment has small children. Then the problem must be solved as quickly as possible. But you need to act without panic and competently.
Where to go if the batteries are cold?
Many residents have a question, where to call if there is no heating in the apartment? First you need to contact the emergency dispatch service of the area. You can find out the contact phone number by calling the information desk. You can find the number on the Internet. The dispatcher must accept the application and send a specialist in the near future to identify the reasons for the lack of heat supply.
In order to confirm the lack of heating in the apartment, a technical specialist must draw up an act.
And always in duplicate. One - the specialist takes with him, the second - leaves the landlord. In the near future you can expect a solution to the problem.
It should also be noted that the plumber should once a year in a planned manner inspect the elements of the heating system for performance. If the locksmith did not conduct an inspection, this should be reported in a conversation with a specialist in the municipal service.
But where to complain about the lack of heating in the apartment, if contacting the dispatch service did not work? The most effective way out of this situation is to send a complaint to the regulatory authorities.
Where else can I go if the heating has not been resumed?
Knowing where to complain if there is no heating, you can achieve a quick solution to the problem. If after inspection of the heating system by a public utility worker the heating was still not turned on, then you can contact the following authorities:
If the requests and requirements of the residents were ignored by the employees of the above authorities, where to complain about heating in this case? Then more stringent measures should be taken. You should contact:
But the complaint about the lack of heating to these bodies should be sent if the public service specialists have not taken any measures and ignore the complaint of the residents of the house. After all, it is possible that the housing office worker will arrive soon after the call and will quickly solve the problem. If the communal service does not fulfill its duties at the proper level, higher authorities can identify the culprit and fine the organization, bringing it to serious responsibility.
Interruptions in heating can occur not only in a residential apartment, but also in the office premises of the company. Often, employees have a question, if there is no heating at work, where to complain then? First, you should inform the head of the company about the presence of such a problem, and also inform the lessor if the office is rented. Further actions are the same as in the absence of heating in the apartment.
When can I complain about poor heating?
There are temperature standards in the living room.
The temperature in the apartment should not be less than 18 degrees.
If the heat indicator is lower than that established in the standard, you can contact the Housing Office or other authorities. Thus, if there is no heating at all or the batteries are barely warm where to complain, now it’s clear.
How to write a complaint?
Having determined where to go if there is no heating, a complaint must be made. But no matter what structure the claim will be directed to, it is a fairly effective tool for influencing unscrupulous workers in the public utilities sector. It is only important to draw up the document correctly and correctly.
Regardless of where to go in the absence of heating, the complaint is as follows:
To know who to complain about the lack of heating is not enough, we must also correctly compose a complaint. Of course, on the Internet you can find a sample or fill out a ready-made template. But compiling a document is still not easy. In order for a complaint to be compiled correctly, you need to know different legal aspects and nuances. If there is no experience in drawing up similar appeals, then there is a very high probability that the claim will be written unreasonably and they simply will not be considered.
In this regard, when filing a complaint, it is better to seek the help of an experienced lawyer. A specialist in this field knows all the nuances of the current legislation and will help to circumvent the existing "pitfalls". You can consult with a lawyer online. Today there are many forums. Consultation can be either paid or free. Remote recommendations of a specialist in the field of law guarantee the saving of effort, time and money of applicants. The lawyer will tell you what to do if there is no heating in the apartment where to complain in each case, and will answer all your questions.
Regardless of whom to complain if there is no heating, it is advisable to file a complaint collectively. Since public appeals are usually considered mandatory in the first place. Typically, a decision is made from 10 to 30 days after receipt of the document. Make a complaint in several copies. The residents of the house in their arms must have a second version of the document drawn up.
But before deciding who to complain about the lack of heating, you need to check if the tap that blocks the path to the coolant is closed. In this case, just turn the lever and the heating in the apartment will resume. In some cases, it may be required.
Knowing where to complain if there is no heating, teaming up with residents of the house who have a similar problem, correctly compiling a complaint and sending it to the appropriate authority, you can achieve a quick solution to the issue of heating.
Is it worth paying for heat that was not in fact?
If there was no heating for a long time, the residents of the house are not required to pay for it.
But where to go if there is no heating for recalculation of the amount of payment for services?
Of course, in the communal service. She will recalculate for all the time when there was no heating in the apartment. But it should be noted that, on their own initiative, public utilities will not reduce debt. Therefore, the initiative regarding recalculation should come precisely from the tenants of the apartment.
For this, a written application should be sent to the service organization at home. Such a document is compiled similarly to a complaint. The only thing at the end is another requirement that concerns the recalculation of the amount of payment for the heating provided.
Remote heating control system
Many residents of country houses or empty apartments install a remote heating system. That makes it easy enough to monitor the temperature in the house and effectively manage it. Heating control is carried out using a telephone through GSM network standards. Turning the heating off or on via SMS is a very convenient option for controlling the heating system from a distance.
You can connect GSM controllers to an electric, gas or convective heating system. The only thing is that you need an automation system and a good mobile signal. All data on changes in temperature will come in an SMS message.
Thus, the temperature in the apartment can be monitored at a distance by installing a remote system. Heating problems are not uncommon for apartment residents. The reasons for the lack of heat can be different. It is important to know what to do and where to complain about the lack of heating in the house. And the ability to correctly compose a complaint will increase the chances of a quick solution to the problem.
Outside the window, it has long been freezing temperatures, and are the batteries in your apartment still cold? Yes, the management company knows how to present surprises. Or maybe it's not their irresponsibility, but a banal breakdown? Read in the article why the batteries may not heat up, as well as where to complain if you haven't been turned on by heating.
The issue of the beginning of the heating season is regulated by the Decree of the Government of the Russian Federation No. 354 dated 05.06.2011 “On the provision of utilities to owners and users of premises in apartment buildings”.
The heating season is set individually for each region. It depends on the temperature level outside the window. At what temperature does the heating in the apartments turn on? They must supply heat to residential buildings if the air temperature is below 8 ° C for five consecutive days on the street.
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When the approximate start date for the heating season is behind, and the batteries in the apartment are cold, there may be several reasons.
- The problem with heating is only in your apartment. Check with your neighbors if their heating works. If it is confirmed that a breakdown has occurred in you, call a specialist for diagnostics and repairs.
- An unexpected emergency has occurred that has delayed connecting your home to the heat supply. In this case, there will be no heating in the whole house or even the district.
- The utility or management company is delaying with the start of the heating season.
A solution to the latter problem will be discussed further.
Where to complain if the heating is not turned on?
According to the Rules for the provision of utility services, interruptions in the supply of heating are possible when the season has already begun. The periods for which interruptions are permissible are clearly regulated:
- no more than 24 hours a month;
- if the air temperature in the apartment is above 12 ° C - a maximum of 16 hours in a row;
- if the temperature in the apartment is 10-12 ° C - a maximum of 8 hours in a row;
- if the temperature in the apartment is 8-10 ° C - a maximum of 4 hours in a row.
If the above norms are not met, the amount of payment for heating is reduced by 0.15% for each extra hour.
In the absence of heat, first of all, it is necessary to find out the reasons. To do this, call the dispatch service and leave a request for lack of heating with a request to take appropriate measures. Specialists are required to establish the reason and inform you about it within one to two days.
If the problems are related to technical breakdown, a specialist should go to the place. Confirmation of your appeal will be the corresponding act, drawn up in duplicate. One is for you, the second remains with the specialist. In this case, all heating problems are resolved in a short time.
You also have the right to contact:
- management company;
- housing inspection;
- partnership of your apartment building, if any.
If, after the measures you have taken, the heating has not been switched on, you can complain to higher organizations. Among them:
- Rospotrebnadzor;
- prosecutor's office;
- municipality;
- judicial authorities.
It is not in the interest of utilities to refer the matter to a higher authority for resolution. Therefore, before writing a complaint, inform them of your intention. It is likely that heating problems can be solved very quickly.
Did not turn on the heating: complaint and subsequent actions
If a complaint is unavoidable, it is written as follows:
- At the top right, your personal data and the name of the organization to which the claim is directed are indicated. You should leave your contact phone number so that you can be quickly contacted to resolve the issue.
- The claim must state the situation as detailed as possible. Write down what measures you took before filing a complaint, where you applied, with whom you contacted. Attach copies of supporting documents, if any.
- Then, state all the requirements put forward and ask for action in this situation. You can threaten to appeal to the judicial authorities.
- Put your personal signature and current date.
The established pattern of complaints is not provided. If you are at a loss in drafting a document, you can contact a housing lawyer.
The complaint may be personally transferred to the authorized person. In this case, you need to get a paper from him confirming the fact of receiving the claim. You can also send a complaint by registered letter or in electronic form on the official website of the organization.
After solving the heating problem, be sure to write a statement to the management company asking you to recalculate for the time when you did not actually use utility services. On their own initiative, communal services will not recalculate the payment amount, it should come from you.
Now you know how and where to complain, if you did not turn on the heating when the season has already begun. If you encounter difficulties, contact a lawyer for advice and assistance in resolving the issue.
If there are problems with the supply of heat, they must be addressed immediately, especially in the winter. The first thing to determine is the temperature in the apartment. It depends on where to go if there is no heating.
For an emergency solution to the problem, you need to call the management company, as well as the dispatch service of the service provider. If in this way it is not possible to solve the problem, it is worth resorting to more radical methods, which we will discuss in our material.
While the specialist is traveling, you can find out the reason yourself. For measurements, you need a regular room thermometer. The measurement error will be high, but it is only necessary to determine the approximate temperature difference in the rooms. If the temperature is below normal, then you need to understand the reasons and understand how to get rid of the problem.
To determine the approximate temperature values, you need to put your hand to the riser and the register, which is located in the next room. This method is suitable for private homes. If a heating problem occurs in a house with many apartments, then you need to interview your nearest neighbors.
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If the riser is hot, and the heating appliances are not encouraging with heat, most likely air has entered the system. In this case, the problem will be resolved within a few hours. In addition to gas contamination, the cause may be an imbalance in the system or a failure of the radiator. If the neighbors do not have such problems, then the reason is the condition of the pipes and appliances in the apartment.
If the temperature values \u200b\u200bare the same, this indicates problems with the supply of thermal energy throughout the house. In this case, it is necessary to clarify with the neighbors whether they have similar problems. Most often, equal temperature readings confirm the presence of malfunctions in general communications.
Do not count on an early resolution of the problem. It is better to connect an electric heater, and not wait for the temperature to drop to critical levels. And on how to choose a good heater for the home, read the following.
No later than two hours after the call to the dispatch service, a specialist must arrive. In addition to determining a malfunction in the heat supply system, he is obliged to take readings, and record in writing the absence of heating.
His responsibilities include drawing up an act. This document is prepared in two identical copies, one intended for the owner.
According to the legislation, the management company is responsible for the common house property, to which the heating registers and interior pipes do not belong. Responsibility for their condition lies with the owner of the apartment. In this case, you will have to make repairs at your own expense
What is an act for?
The document confirms the low-quality provision of services, and is the basis for the appeal of the thermal energy consumer to the court, supervisory authorities, as well as receiving recalculation.
In order for the act to have legal force, it is necessary to comply with the requirements:
- Avoid artificial increase in temperature in the apartment under study.
- Convene a commission.
- Notify your housing representative and service provider.
Immediately on the day the act is drawn up, all heating devices must be turned off. When compiling a document, the absence of heating supply services is recorded, therefore, factors affecting the measurements should be excluded.
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The commission should take measurements of the room temperature and compare with the standards, taking into account the temperature fluctuations of the environment. The air in the room must be warmed up to 18 degrees Celsius. Minor deviations are allowed in the range of 2 degrees up or down.
Heat Standards
The text of GOST indicates the norms and permissible deviations from it when supplying heat to different types of rooms.
Measurements of the temperature background are necessary not only in living rooms. In a restroom located separately from the bathroom, the thermometer should not show less than 18 degrees Celsius. On the landing, the temperature should not be much lower than 16 degrees Celsius
Throughout the season, when heating is supplied, heat must be supplied to consumers uninterruptedly.
Government Decision N 354 established the following possible interruptions in the supply of heating to residential buildings:
- Lowering the temperature can not total more than 24 hours per month.
- Lowering the room temperature to 8-10 degrees should not exceed 4 hours (at a time).
- Lowering the temperature in the room to 10 -12 degrees should not exceed 8 hours (at a time).
- Lowering the room temperature to 13-16 degrees should not exceed 12 hours (at a time).
If the service provider does not comply with these standards, he is liable to consumers. For each hour of delay beyond the permissible period indicated in the decree, the service fee is reduced by 0.15%.
If there are multiple violations, the provider may incur administrative or criminal liability, depending on the severity of the consequences. You can read more about the parameters of a comfortable microclimate in residential premises.
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If the specialist has not arrived
The fact that the representative of the heat supply provider did not appear on call should not go unnoticed. It is necessary to repeat the call to the dispatch service and say about the violation of the procedure for the provision of services. Ask for clarifications and express your intention to write complaints to bodies and higher authorities that control their activities.
Clarification should be requested on the basis of the delay. It is necessary to insist on the immediate dispatch of a specialist to inspect communications and recall his obligation to draw up an act.
It will not be superfluous to record a conversation with the dispatcher, you can not warn him that recording is being made. These notes will serve as evidence in court.
After talking with the dispatcher, you need to dial the number of the chief engineer or director and summarize the essence of the situation, clearly indicating the address and the reason for the accumulated claims. Report about the lack of response to the application addressed to the dispatching service, mention their intentions to file complaints with the organization with the supervisory authorities.
It is necessary to demand to fix the problem in the near future and to ensure the departure of a specialist to inspect the heating system. It is necessary to mention the preparation of a collective complaint, if the problem with the supply of heating is present in all residents of the house. In most cases, this will be enough to attract the attention of utilities.
What to do if they did not give heating?
After the arrival of a specialist and receipt of the certificate, it is necessary to remove copies from the document. They are needed by the number of planned calls.
Next, you need to take a sample, and prepare the text of the claim. The content should reflect the essence of the problem, a summary of the situation and a proposal to resolve the issue in pretrial order. If during the period of heating shutdown there were health problems, this fact should be indicated
Additionally, you can write that in addition to recalculation, payment of legal costs and compensation for non-pecuniary damage, you will require a penalty. Write that you plan to rent an apartment and through the court will demand compensation for rental costs.
It is unprofitable for a private company to bring the dispute to court. For this reason, claims are often satisfied out of court. Two copies of the claims must be prepared.
Copies of documents must be attached to the claim:
- Act on the lack of heating.
- A copy of the service agreement.
- Copies of receipts for timely payment of utilities.
- Certificate from a medical institution.
The specified package of documents must be sent to the service provider by mail. This must be done by registered mail with notification. When the letter is delivered, the sender will receive a notification of receipt of the letter by the addressee.
If there is no time for postage, then the documents must be personally brought to the utility provider. You must come to the reception to the head and file a complaint, talk and come to an agreement
It is important to ensure that both copies of the claim are marked and registered as incoming documentation. This must be done no matter what agreement has been reached.
An answer must be received in writing within 2-3 days. If the heating supply has not been resumed, proceed to the next step.
Where to write complaints if there is no heating?
No need to wait for the expiration of a three-day period. The issue of heating must be solved in all available ways. One of them is to file administrative complaints with regulatory authorities, including by telephone. The first step is to prepare the text of the complaint. They can be sent by mail or online.
Here is a list of organizations where to call about heating:
- Territorial Division of Housing Inspection.
- Rospotrebnadzor.
If you file a complaint by mail, you must attach to the application copies of documents that confirm the unlawful actions of the management company or service provider. It is necessary to attach a copy of the act on the lack of heating and an appeal to the organization, which remained unanswered.
Option No. 1 - appeal to the housing inspectorate
Utility workers are afraid of citizens appealing to the housing inspectorate, so before submitting a request for verification, call the head of the management company. Offer to reconsider your claim by pre-naming the registration number, perhaps the problem will be resolved already at this stage.
If there is no reaction, then you must write a statement to the housing inspectorate on this sample. It must be supplemented with personal data, write the address of residence, as well as the location of the management company. You must send a complaint by registered mail with a notification
If you send a complaint via the Internet, first you need to go to the website of the housing inspectorate, which geographically refers to the location of the management company.
On the site you need to find the section where citizens receive applications. It is located on the main page. Next, you need to click on the “Citizens' Appeals” section and select “Electronic Reception” in the list that opens.
On the page that opens, you need to linger and study the rules for submitting electronic circulation. After reading the rules of submission, you must click on the link under the rules.
After that, the form that needs to be filled in will open.
At the bottom of the form, you need to attach scanned documents, as well as write the text of the appeal. Text cannot exceed 4,000 characters. The size of the attached file cannot exceed 50 Mb. Acceptable photo attachment
Be sure to specify the method of receiving a response from the GLC. The result of the appeal will be sent by e-mail, if you indicate this in the application. It is possible to receive a response by registered mail, but in this case it will take much longer to wait for the result. On average, it takes 2 to 5 days to process one complaint.
After processing the application, GZHI will check the activities of the management company. If the violations are confirmed, then GZHI may withdraw the license issued by the management company. Without it, the organization cannot continue to operate. .
Option No. 2 - complaint to Rospotrebnadzor
You can write the appeal using the text that was compiled for the complaint to the GLC. It is necessary to make small corrections, indicating a violation of consumer rights, since the management company is not fulfilling its duties.
In the text of the complaint, it is necessary to reflect the request for verification. Next, attach copies of documents to the complaint text and send by registered mail.
You can also write to Rospotrebnadzor on its official website or through the portal of public services. The complaint process will be shown using the second method. To do this, you need to have registration on the corresponding portal.
You need to go to your personal account and click on the "Service Catalog" tab. From the list that opens, you must select the section "Authorities". This tab contains the necessary supervisory authority
In the list of services that opens, select the fifth item from the top. After that, there will be a transition to the tab with information about the service, where at the bottom there will be a link to go to the organization’s website. On the site you need to find an electronic reception, and then choose the territorial department of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare. The system will transfer to the desired site where you need to fill out the form.
Option number 3 - lawsuit
Another effective way to force the management company to fulfill its duties is to go to court with an administrative statement of claim. To do this, you need to use the services of a lawyer who has experience in the courts with management companies. It is very important to find a specialist who understands housing law.
He needs to show all receipts, documents, requests and records of conversations. Together with a lawyer, it is necessary to draw up a lawsuit in which all claims against the company will be stipulated. In addition, the text of the document should contain requirements for reimbursement of expenses that the consumer incurred due to lack of heating.
The approximate text of the statement of claim is as follows. The claim must be accompanied by a list of documents confirming material costs. If exacerbations of chronic diseases occurred during the shutdown period, a certificate from a medical institution should be attached
If problems with heat supply occurred in an apartment building, then you need to attract neighbors and write a collective statement. Claims by owners and responsible tenants are likely to be upheld by the court. The defendant will be required to comply with the judgment.
Option No. 4 - application to the local prosecutor’s office
If the heating situation has not returned to normal, you must contact the prosecutor. In addition to the management company, inspections will also take place on appeals that have remained unanswered in supervisory authorities.
You can only file an application with the prosecutor in person. To do this, you need to find out the address and come with ready documents. You need to write a statement about an urgent audit in the management company. Copies of unanswered requests must be attached to the application.
Option number 5 - appeal to the president’s reception
If there is no reaction from the prosecutor’s office, write to the president’s office. This can be done on the site by filling out an electronic form. After a complaint is received, it will be examined and a decision will be made on the appointment of inspections by sending it to the appropriate supervisory authorities.
You can write a collective appeal. To draw up a complaint, you can use an existing sample or write it in any form. You need to attach photos and copies of supporting documents, this will reduce the time to receive a response.
Conclusions and useful video on the topic
Interview with the head of the GLC:
The video tells how to return money for heat not received:
The following video briefly shows how the temperature in residential buildings is monitored:
Problems that arise with the supply of heat to residential buildings should be resolved by the management company in a regular manner. If an organization ignores its direct responsibilities, it can be forced.
Utility consumers rarely bring a case to court, although this encourages the management company to comply with its responsibilities. In addition to cost recovery, you may want to check the validity of the accrued rent. If violations are found, then recalculation will be obligated to be done by court order.
