If problems arise with the heat supply, they must be addressed immediately, especially in winter. The first thing you need to determine is the temperature in the apartment. This determines where to go if there is no heating.
For an emergency solution to the problem, you need to call management company, as well as the dispatch service of the service provider. If this method fails to solve the problem, you should resort to more radical methods, which we will discuss in our material.
While a specialist is on the way, you can find out the reason yourself. For measurements you will need a regular room thermometer. The measurement error will be high, but it is necessary to determine only 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 on 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 building with many apartments, then it is necessary to interview the closest neighbors.
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If the riser is hot and the heating devices are not warm, most likely air has entered the system. In this case, the problem will be solved within a few hours. In addition to gas contamination, the cause may be imbalance in the system or failure of the radiator. If neighbors do not have similar problems, then the reason is in the condition of the pipes and appliances in the apartment.
If the temperature values are the same, this indicates problems with the supply of thermal energy throughout the house. In this case, you need to check with your neighbors if they have similar problems. Most often, equal temperature readings confirm the presence of problems in general communications.
Don't count on a quick resolution to the problem. It is better to connect an electric heater rather than wait for the temperature to drop to critical levels. How to choose good heater for home, read the following.
No later than two hours after calling the dispatch service, a specialist should arrive. In addition to identifying a malfunction in the heat supply system, he is obliged to take readings and record in writing the lack of heating supply.
His responsibilities include drawing up the act. This document is drawn up in two identical copies, one for the owner.
According to the law, the management company is responsible for the common property of the house, to which heating registers and interior pipes do not apply. The owner of the apartment is responsible for their condition. In this case, you will have to carry out repairs at your own expense.
Why is the act needed?
The document confirms the poor quality of services provided and is the basis for the thermal energy consumer to appeal to the court, supervisory authorities, and also receive a recalculation.
For an act to have legal force, the following requirements must be met:
- Avoid artificially increasing the temperature in the apartment under study.
- Convene the composition of the commission.
- Alert the housing service representative and service provider.
Directly on the day the report is drawn up, all heating devices must be turned off. When drawing up the document, the absence of heating supply services is recorded, so factors influencing measurements must be excluded.
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The commission must measure the room temperature and compare it with standards, taking into account temperature fluctuations environment. The air in the room must be heated to 18 degrees Celsius. Minor deviations are allowed within a range of 2 degrees up or down.
Heat supply standards
The text of GOST indicates the standards and permissible deviations from it when supplying heat to different types premises.
It is necessary to carry out background temperature measurements not only in living rooms. In a restroom located separate 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 entire season, when heating is supplied, heat must be supplied to consumers uninterruptedly.
Government Decree No. 354 establishes the following possible interruptions in the supply of heating to residential buildings:
- The decrease in temperature cannot exceed a total of 24 hours per month.
- Reducing the room temperature to 8 -10 degrees should not exceed 4 hours (at a time).
- Reducing the room temperature to 10 -12 degrees should not exceed 8 hours (at a time).
- Reducing 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 financially liable to consumers. For each hour of delay beyond the permissible period specified in the resolution, the service fee is reduced by 0.15%.
If multiple violations occur, the supplier may face 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 does not arrive
The fact that a representative of the heat supply supplier fails to appear when called should not go unnoticed. It is necessary to repeat the call to the dispatch service and report a violation of the procedure for providing services. Demand clarification and indicate your intention to write complaints to the authorities monitoring their activities and higher authorities.
An explanation of the basis for the delay should be requested. It is necessary to insist on the immediate dispatch of a specialist to inspect the communications and remind him of his obligation to draw up a report.
It would be a good idea to record the conversation with the dispatcher; he does not need to be warned that a recording is being made. These recordings will serve as evidence in court.
After talking with the dispatcher, you need to dial the number of the chief engineer or director and briefly outline the essence of the situation, clearly stating the address and reason for the accumulated claims. Report the lack of response to the request addressed to the dispatch service, mention your intentions to file complaints against the organization with the supervisory authorities.
It is necessary to demand that the problem be corrected as soon as possible and ensure that a specialist comes to inspect the heating system. It is necessary to mention the preparation of a collective complaint if all residents of the house have a problem with the heating supply. In most cases, this will be enough to attract the attention of utility companies.
What to do if there is no heating?
After the specialist arrives and receives the certificate, it is necessary to make copies of the document. They are needed based on the number of planned requests.
Next, you need to take a sample and prepare the text of the claim. The content should reflect the essence of the problem, summary situations and a proposal to resolve the issue pre-trial. If you have health problems during the heating shutdown period, you need to indicate this fact
Additionally, you can write that in addition to recalculation, payment of legal costs and compensation for moral damage received, you will demand a penalty. Write that you plan to rent an apartment and through the court you will demand compensation for rent expenses.
It is not profitable for a private company to bring a dispute to trial. For this reason, claims are often satisfied out of court. It is necessary to prepare two copies of claims.
Copies of documents must be attached to the claim:
- Certificate of lack of heating.
- A copy of the service agreement.
- Copies of receipts for timely payment 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 that the addressee has received the letter.
If there is no time for postage, then the documents must be personally delivered to the utility service provider. You need to come to the manager’s reception area 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 regardless of what agreement has been reached.
A response should be received in writing within 2-3 days. If the heating supply has not been restored, you need to move on to the next step.
Where to write complaints if there is no heating?
There is no need to wait for the three-day period to expire. The heating issue needs to be resolved by everyone accessible 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 to call about heating:
- Territorial department of housing inspection.
- Rospotrebnadzor.
If you file a complaint by mail, you must attach to the application copies of documents that confirm the illegality of the actions of the management company or service provider. It is necessary to attach a copy of the report on the lack of heating and an appeal to the organization, which remained unanswered.
Option No. 1 - contacting the housing inspectorate
Utility workers are afraid of citizens turning to the housing inspectorate, so before submitting a request for an inspection, call the head of the management company. Offer to reconsider your claim by first calling registration number, perhaps the problem will be resolved at this stage.
If there is no reaction, then you need to write an application to the housing inspectorate using this sample. It needs to be supplemented with personal data, the address of residence, as well as the location of the management company. The complaint must be sent by registered mail with notification
If you send a complaint via the Internet, then first you need to go to the website of the housing inspectorate, to which the location of the management company is located.
On the website you need to find a section where citizens’ requests are accepted. It is located on the main page. Next, you need to click on the “Appeals from Citizens” section and select “Electronic Reception” from the list that opens.
On the page that opens, you need to pause and study the rules for submitting an electronic appeal. After reading the submission rules, you must click on the link below the rules.
After this, a form will open that needs to be filled out.
At the bottom of the form you need to attach scanned documents, as well as write the text of the appeal. The text cannot exceed 4,000 characters. The size of the attached file cannot exceed 50 MB. It is acceptable to attach photos
It is imperative to indicate the method for receiving a response from the State Housing Inspectorate. The result of the application will be sent by email if you indicate this in the application. It is possible to receive a response by registered mail, but in this case you will have to wait much longer for the result. On average, it takes from 2 to 5 days to process one complaint.
After processing the application, the State Housing Property Inspectorate will check the activities of the management company. If violations are confirmed, the State Housing Property Committee may revoke the license issued to the management company. Without it, the organization will not be able to continue its activities. .
Option No. 2 - complaint to Rospotrebnadzor
You can write an appeal using the text that was compiled for the complaint to the State Housing Inspectorate. It is necessary to make minor corrections, indicating a violation of consumer rights, since the management company does not fulfill its duties.
The text of the complaint must reflect the request for an inspection. Next, attach copies of documents to the text of the complaint and send them by registered mail.
You can also write to Rospotrebnadzor on its official website or through the government services portal. The complaint process will be shown using the second method. To do this, you need to be registered on the appropriate portal.
You need to go to Personal Area and click on the “Service Catalog” tab. From the list that opens, you must select the “Authorities” section. This tab contains the necessary supervisory authority
In the list of services that opens, you must select the fifth item from the top. After this, you will be taken to a tab with information about the service, where at the bottom there will be a link to go to the organization’s website. On the website you need to find an electronic reception, and then select the territorial department of Rospotrebnadzor. The system will take you to the desired site where you need to fill out the form.
Option No. 3 - lawsuit
Another effective way force the management company to fulfill its obligations - file an administrative claim in court. To do this, you need to use the services of a lawyer who has experience in 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 recordings of conversations. Together with a lawyer, it is necessary to draw up a claim, which will stipulate all claims against the company. In addition, the text of the document must contain demands for reimbursement of costs incurred by the consumer due to the lack of heating.
Sample text statement of claim as follows. The claim must be accompanied by a list of documents confirming material expenses. If exacerbations occurred during the shutdown period chronic diseases, you must attach a certificate from a medical institution
If problems with heat supply arise in an apartment building, then you need to involve your neighbors and write a collective statement. The claims of owners and responsible tenants will most likely be satisfied by the court. The defendant will be required to comply with the court decision.
Option No. 4 - application to the local prosecutor's office
If the heating situation has not returned to normal, you must contact the prosecutor's office. In addition to the management company, inspections will also be carried out on requests that remained unanswered by the supervisory authorities.
You can only submit an application to the prosecutor's office in person. To do this, you need to find out the address and come with ready-made documents. You need to write an application for an urgent inspection at the management company. Copies of unanswered requests must be attached to the application.
Option No. 5 - contacting the President's reception
If there is no response from the prosecutor's office, you need to write to the president's reception. This can be done on the website by filling out the electronic form. Once a complaint is received, it will be reviewed and a decision will be made to order inspections, forwarding it to the relevant 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 photographs 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 State Housing Inspectorate:
The video explains how to get your money back for lost heat:
The following video briefly shows how the temperature in residential buildings is monitored:
Problems that arise with the supply of heat to residential buildings must be resolved by the management company in a routine manner. If an organization ignores its direct responsibilities, it can be forced.
Utility customers rarely take their case to court hearings, although this provides an incentive for the utility company to comply with its responsibilities. In addition to compensation for costs, you may be required to check the validity of the accrued rent. If violations are discovered, a recalculation will be required by court decision.
High-quality information on topics such as poor heating in an apartment: where to complain, where you can get a sample complaint about the lack of heat in an apartment building, who is to blame for the fact that the radiators are cold, filling out an application for recalculation.
Residents are particularly irritated apartment buildings This is caused by the fact that the heating radiator in the apartment does not heat well, and you will have to pay for the heat.
In fact, it's not all that sad.
There are organizations responsible for the quality of services provided, and there is a law that protects consumers if these services do not comply with legal standards.
Who is to blame for the fact that it is “winter” in the apartment?
It’s so common that in case of trouble, people always look for someone to blame. When with the onset heating season The long-awaited warmth has not appeared, and the question becomes urgent: who is responsible for the heating in the apartment.
Before finding out, you need to determine why the heating radiator in the apartment is not heating well or the radiators are hot and the apartment is cold.
There are several reasons for this:
- When one half of the battery is warm (top) and the other is cold, the reason is either clogged or airy. If the system is old, then it is not surprising that it is clogged with sediment and corrosion. In the summer, heating engineers must carry out preventive cleaning of the system; if this was not done, then clogged radiators and insufficient heating in the apartment are the responsibility of the utility services. You can remove airiness yourself by unscrewing the Mayevsky valve or the plugs from the radiator and releasing the air.
- If the residents of the apartment independently replaced the old one heating system on new design and errors were made during installation, the radiators will not warm up sufficiently. In this case, there is no need to look for an answer outside who is responsible for the heating radiators in apartments. He is unambiguous - the owner of the apartment.
- When the cause of the cold is the slow movement of coolant through the system, the service that supplies heat to the building may be to blame. As a rule, this problem occurs when the circulation of coolant in the pipes is disrupted due to poor pump performance. Heating engineers are required to check the efficiency of all components of the system, so in this case a complaint about heating in the apartment will not be out of place.
The lack of heat in the premises is not always the fault of the organizations providing it to consumers. Often, residents of apartment buildings secretly install water heated floor systems or install a shut-off device on the bypass, which is strictly prohibited. In any case, before writing a complaint about poor heating in the apartment, it makes sense to invite heating network workers to your place so that they can identify the cause of the cold. They are the ones who are responsible for heating in an apartment building. It’s easier for them to detect “illegal” installations among residents of the house.
Standard battery temperature
Before wondering what to do when you discover poor heating in an apartment, you need to know what rights consumers have. Heat standards are approved by law and only by checking them can you decide whether there is a discrepancy between them and the services provided.
Only after this should you go and make a complaint about the heating in the apartment or write a complaint about the heating in the apartment (the 2017 sample will be provided to you by the relevant service).
The approved criteria for heat in residential premises are:
- for corner apartments, the optimal temperature is +20;
- in rooms it should be no lower than +18 degrees;
- in the bathroom - +25.
These figures may vary depending on the region.
The norm is considered to be a decrease in the temperature in the apartment at night to 3 degrees (during the daytime, a drop of 2 degrees is considered a violation) and if this happens, then a recalculation of the heating in the apartment is required. Whether it’s cold or not in the room doesn’t matter. The consumer is not obliged to pay in full for services that do not comply with approved standards.
You can carry out the test yourself using a regular medical thermometer, but for this you need to fulfill 2 conditions:
- Measurements are carried out only on internal walls , but the distance from external wall, if any, it must be at least a meter. The thermometer should be kept one and a half meters from the floor.
- You need to add 2 degrees to the results obtained.
And only after that think, if there is no heating in the apartment, where to call and who to complain about poor heating in the apartment. There are several examples of complaints about the lack of heating in an apartment, but, as a rule, it is often enough to report the problem to the Housing Office for a commission to come from there and record the fact that the client is right.
The heating in the apartment does not work, where can I complain? Read about it below.
Poor heating in the apartment: where to complain?
Where can I complain about the lack of heating in my apartment? Often residents multi-storey buildings They simply don’t know where to complain when there is no heating in the apartment, and they think that they need to immediately go to court. This is fundamentally the wrong approach.
To file a complaint about poor heating in an apartment, there is also a sequence of actions:
- First, you need to start with your housing office or organization that provides heating services. To do this, in our time it is absolutely not necessary to go to these institutions and stand in queues there. It is enough to call and file a complaint, writing down the name of the person who accepted it and the number under which it was included in the application registration book.
A personal visit to the utility service will speed up the process of reviewing the complaint, and service workers can come on the same day to document its legitimacy. By law, heating network technicians are required to check the cause of the complaint within two days. If they did not appear or considered that the consumer’s claims were unfounded, then you can move on to the next stage of action.
- Secondly, the following complaint about poor heating in the apartment (a sample is provided in the office) is submitted to the head of the housing office or the organization supplying heat. You can go further and immediately send your application to the head of the housing and communal services department of the district administration.
All applications must be submitted in duplicate, indicating their number in the registration book, the date of submission, the signature of the person who accepted them and the stamp of the organization.
By law, the service to which the complaint was sent is required to respond to it within 30 days. Only after these authorities have ignored the statements and measures to correct the problems in the heating system have not been taken can it be possible to sue the heat suppliers.
Submitting an application for recalculation
The question of where to go if there is no heating in the apartment for recalculation is very relevant, since no one wants to pay for services that were not provided.
In order to pay less, a report on the lack of heating in the apartment must be drawn up (a sample is drawn up by an experienced lawyer in the presence of a commission), confirming that the heat in the apartment does not comply with accepted GOST standards.
After that:
- A statement is written about the lack of heating in the apartment(a sample can be obtained in the office or on the organization’s website) addressed to the head of the management company.
- Indicate in it the temperature indicators indoors and outdoors at the time of drawing up the act.
- Note how the data differs from the standards.
- Formulate your claims, which may consist of both a request to recalculate payment and a requirement to normalize the operation of the heating system in the apartment.
Utility companies often “lie” by claiming that the temperature should be +18 in the entire apartment without exception, relying on the fact that consumers do not know the standards. That is why it is important to indicate in the application the difference between the norm and the actual temperature in each room.
Based on the above, we can conclude that identifying the culprits of the cold in the apartment, as well as obliging them to correct problems with the heating system at their own expense and recalculate payments, is quite realistic and one should not give up consumer rights to receive quality services.
> If there are cold radiators in the apartment, where to go, call and what to do
In accordance with Russian legislation, when operating the system central heating residential buildings must ensure optimal (not lower than permissible) air temperature in heated rooms.
If in some rooms it is violated temperature regime, the contractor (management company, service organization) is obliged to adjust the heating system and install additional heating devices.
The air temperature in residential buildings during the cold season should not be lower than the values provided by the standards.
In accordance with Government Decree Russian Federation dated May 6, 2011 N 354 “On the provision of utility services to owners and users of premises in apartment buildings and residential buildings", the air temperature in residential premises should not be lower than +18 degrees Celsius, in corner rooms- not lower than +20 degrees.
Step-by-step instructions for independent
What should you do if you have cold radiators in your apartment?
We need to start with the organizations serving the homes. If this is a management company, then all complaints should be addressed to it; if it is an HOA, go to the chairman. If the contracts were signed directly with service providers - water supply and energy supply organizations, then you will have to deal with them yourself.
First, look carefully at your contract. It may set out some special procedure for filing a claim. For example, only by registered mail or only to the head office of the management organization, etc. The written claim is submitted in two copies, one of which is handed to the executor, and the other is marked with acceptance. Make sure that the mark does not just contain the name of the person receiving, but contains the stamp of the organization, as well as the date and time of reception. If the claim is not accepted, then it must be sent by mail with acknowledgment of receipt. If you are asked to file a complaint by telephone, then you need to find out under what number in the log book the complaint was registered and who received the call. If necessary, this will help you prove the fact and time of contacting utility companies.
The claim must indicate that the temperature in the apartment is below the standard established by the Sanitary and Epidemiological Rules and Standards SanPiN 2.1.2.2645-10, paragraphs. 4.3, 4.4, 4.8, 4.9, Decree of the Government of the Russian Federation No. 354 pp. 49-n), request that temperature measurements be taken in the apartment in accordance with the SANITARY AND EPIDEMIOLOGICAL REQUIREMENTS FOR LIVING CONDITIONS IN RESIDENTIAL BUILDINGS AND PREMISES.
A representative of the management company should come to your apartment and draw up a report stating that utilities are not provided or are provided with poor quality. If there are disagreements between you and the utility company regarding the quality of services, the inspection will be repeated. A representative of the Housing Inspectorate is invited to attend. In addition, you can call an independent specialist yourself. Based on the results of the inspection, a report is drawn up, which is signed by you and the representatives of the commission. The document can also be signed by everyone present. The act is drawn up in two copies, one of which remains with you, the other with the utility companies. If it is known that the cause of the outage is an accident, no additional verification is required.
If the management company does not respond to your letter, or responds with an unsubscribe, but does not take measures to eliminate your problem, CONTACT sequentially to the following organizations (or better yet, several at once, of your choice):
1. To the State Housing Inspectorate of your area.
2.To the district office of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor).
3. To the local body of the Federal Antimonopoly Service (Teploenergo, CHP, Vodokanal and other suppliers are usually monopolists, and their actions are controlled by the FAS).
4. To regional (regional) and municipal (city, district) authorities - to the governor, etc.
5. The prosecutor's office - they are also obliged to protect the rights of consumers.
6. Go to court - and demand compensation for your losses. For example, if in the cold you used heating devices and the electricity bill significantly exceeds the usual amounts. You can also demand compensation for moral damage.
IMPORTANT
When is recalculation due?
The law establishes deadlines for interruptions in the provision of public services, after which the service organization is obliged to recalculate the payment for them.
HEATING
In the event of an emergency shutdown, heating must be restored in no more than 16 hours - if the air temperature in the apartments is not lower than twelve degrees. And 4 hours in advance if the temperature drops below 10 degrees. Exceeding the deadlines entails a reduction in the fee by 0.15% of the cost of the tariff for each hour of excess. And by the same amount - for each degree of deviation from the temperature regime.
COLD WATER
If there is no water for more than eight hours in total within one month, or more than four hours at a time (and in the event of a pipeline accident - within 24 hours), the water fee is reduced by 0.15 percent of its cost for each hour of water absence.
HOT WATER
Its temperature should be at least 50, maximum 75 degrees. Deviations are allowed at night by no more than five degrees, during the day - by no more than three degrees. For every three degrees of deviation of water from the standard, the fee is reduced by 0.1% of the cost for each hour of deviation. If the water temperature is below forty degrees, then hot water You can pay at cold rates.
ELECTRICITY
If it is not available, the fee is reduced by 0.15% of the cost of the tariff for each hour of non-provision of the service.
He may be absent from apartments for no more than four hours in total during one month. Its pressure must meet the requirements of federal standards. If there is no gas for longer than this time, you can demand a reduction in the fee by 0.15% of the cost of the tariff for each hour. The absence of normal pressure gives the right to exclude from payment the days during which substandard gas was supplied.
Sample application to the management company with a request to measure the temperature in the apartment
In ________________(name
Management company)
From: _____________________,
Address: ___________________.
Statement
I, ______________________ (full name) am the owner of an apartment at the above address in a building managed by your organization.
In my apartment in the period from ______ to ________ there are cold radiators, and the temperature in the apartment is below the standard established by the Sanitary and Epidemiological Rules and Standards SanPiN 2.1.2.2645-10, paragraphs. 4.3, 4.4, 4.8, 4.9, Decree of the Government of the Russian Federation No. 354 pp. 49-n),
Based on the foregoing
I demand that the temperature in the apartment be measured in accordance with the sanitary and epidemiological requirements for living conditions in residential buildings and premises.
"____"____________2016 _____________(________________)
