Why there is no water on. No hot and cold water - where to call and complain

The improvement of an apartment in Moscow, and not only due to the comfort of living in it. This includes the quality of tap water, the availability of heating, light, and the organization of waste collection (domestic and liquid). In general, the full range of utilities provided uninterrupted. Of course, it is not very pleasant when opening the tap, instead of hot water, it is cold or slightly warm. Yes, and that dirty and rusty. Or in general, the water was turned off without warning and the presence of grounds. What to do in such a situation, to whom to file a complaint about the shutdown of hot and cold water? How to draw up such a statement if housing and communal services employees are not willing to fulfill their duties in accordance with the law? Where can I get a sample complaint addressed to the management of the housing and communal services and other competent authorities?

The absence of hot and cold water in general, and also, if instead of hot water from the tap is cold, and the housing and communal services does not respond to your appeals, this is an occasion to appeal to the Federal Service for Supervision of Consumer Rights Protection, the housing committee, municipal authorities, and even the court. To achieve the exercise of your rights as soon as possible, you need to contact lawyers with experience in solving such problems.

Describe your situation through the feedback window on our website, and in the near future you will not get dirty and rusty, but clean hot and cold water from the tap.

And perhaps the satisfaction of the claim for compensation for non-pecuniary damage for illegal shutdown of water, depending on the situation.

If instead of water of the right temperature, cold rusty water comes from the tap, you don’t need to grab your head and worry about what to do. Your emotions will not help you. The head should be cold and clear. No, no one disputes the lack of hot water and in general, the provision of water of inadequate quality is a very unpleasant event, but no hasty action is needed. This can and should be fought. First you need to familiarize yourself with the legal framework governing the legal relationship between the owner of the apartment and the management company (or housing and communal services). Consider the basic legal norms:

• housing Code SanPiN norms;
• rules for the provision of housing services (decree 307);
• other regulatory legal acts ensuring the provision of public services of appropriate quality.

Before you think about where to go, who should complain about the fact that cold or slightly warm water is running from a tap with a red cap, review the contract with the management company. There should be stipulated the planned work on the repair of water supply equipment and the terms during which the cold water will become hot again. Scheduled shutdown of water should be carried out in accordance with the clauses of this agreement. Residents are notified of this by the housing and communal services in advance (at least ten days in advance). In addition, you have the right not to pay for hot water during the period of its absence. If you don’t have the opportunity to familiarize yourself and understand these documents or you don’t know where to go to protect your rights, contact specialists for help. This resource can be done for free.

Where and how to complain

In order, as they say, not to jump above your head, you must first write a complaint that the hot water does not go to the head of the housing and communal services. Of course, you can personally go to an appointment with the head of this organization, but still practice shows that the housing and communal services reacts more quickly to the written form of presenting requirements (especially after making amendments to the law on citizens' appeals).

It must contain the following information without fail:

• information about the organization - the defendant;
• official data;
• applicant data;
• a detailed description of the problem with an indication of the time during which you do not have water;
• references to laws;
• the requirement for housing and communal services employees to do everything possible to provide services to the population in the proper quality.

If no action has been taken on your application, as they say no answer, no greetings, then you will have to go to higher authorities. We arranged them in the order in which you have to contact them:

• housing Inspectorate;
• rospotrebnadzor;
• district administration;
• prosecutor's office;
• judicial authorities.

Although usually, of course, it rarely comes to court. As much as possible, all torment ends at the level of the housing inspection and the Federal Service for Supervision of Consumer Protection and Human Welfare. If you find yourself in a non-standard situation and don’t know what to do in this situation and where to go with your problem, but there was still no hot water, leave a request through the feedback form and experienced lawyers will provide you with qualified assistance.

About hot water quality standards

If we turn to the norms of SanPiN from a tap, hot water should go no colder than 60 degrees Celsius and not hotter than 75 degrees Celsius. Representatives of the country's sanitary supply explain such installations by the fact that water of this temperature:

• does not allow the multiplication of bacteria and viral bodies, which can exist at a lower temperature;
• minimizes bleeding
• carries out the prevention of diseases of the skin and fiber located under the skin.

By law, you can live without hot water for no more than 8 hours in one month. Also, no more than 4 hours per trip. In emergency situations, shutdown of hot water for one day is allowed.

According to the rules for the provision of services, scheduled repairs of the water main may deprive you of the opportunity to wash comfortably for no more than two weeks. Violation of these rules is a ground to complain first to the management of the housing and communal services, and in the absence of a reaction on their part to higher controlling organizations.

In the event of difficult situations, you do not need to drag out time and aggravate the conflict, spoil the relations that have not developed with the management company. Appeal to experienced lawyers will help to solve the problem in a civilized manner and without violating the law. Moreover, you have the opportunity to get advice from competent specialists without additional financial costs.

How a water quality complaint is made. Where and how to complain about water quality. What can you do first. Organizations that can help you solve the problem of substandard water. Which ones should be contacted first, and which then. What documents are needed to go to court, what you can demand. You have a water quality complaint, but you don’t know where and how to complain about water quality? We will answer all these questions and tell you in detail about your actions in case of dissatisfaction with the quality of tap water. We will also describe in detail what documents will be required to file a complaint with the court.

What to do first?

Before you make a complaint and go to the appropriate authorities, you need to find out something:

1. First you need to find out who is the provider of hot or cold water services (depending on what you are unhappy with). For example, in the city of Moscow, OJSC “MOEK” is responsible for hot water, but the cold water pipes are located in the water utility of your area.
2. If you have a complaint about water quality, then, first of all, you need to contact the emergency service of ZhEK, DEZ or HOA. In this case, you can go to these organizations yourself or write a written complaint. When contacting the authority you will need to give your last name, first name and patronymic, address of residence and clarify the features of the problem. In this case, the dispatcher will inform you of his data and number, as well as the serial number of your appeal. In addition, he will have to record the date and time of the appeal. If you are not given an explanation of the situation immediately, then you can specify the date of arrival of the wizard for verification.
3. You can also order a water analysis in the sanitary and epidemiological station. There is no need to pay money. If the test confirms the low quality of water, then all expenses will be borne by the departmental organization, in whose submission are the networks. Unfortunately, the process of conducting such an audit may take more than one week, so you will have to take other measures.
4. You can contact the water utility yourself and complain about the quality of the water. Usually you can find the address and phone number of the company in books about payment or on the Internet.
5. As a last resort, you can try to raise fuss in the press. Typically, such measures will accelerate the process of improving services.

Where to complain about water quality

If you are dissatisfied with the quality of tap water, you do not need to immediately run to a higher authority. Perhaps the situation will be corrected when contacting emergency services. To do this, you can file a complaint with such organizations:

1. For starters, you can try to call the emergency service hotline. The operator will record your request, tell you its number. If he can, then he will explain the problem of reducing water quality, for example, repair work in the network. If not, then he will record the application and transfer it to the master.
2. You can also write a written complaint to the organization responsible for water supply. It is better to send a complaint by registered letter with a notification. After sending the letter, be sure to save the receipt of payment. Such an application is subject to review within two days. As a result, the management department must receive an act. Such applications are usually sent to the commission for re-settlement. If poor water quality is proven, you will be recalculated for low quality services.
3. If you want to significantly speed up the process of water analysis and reporting results, you can contact the Rospotrebnadzor to conduct a water examination. As a result, you will have to issue an act of verification results. In addition, Rospotrebnadzor will oblige the organization managing the networks to eliminate the causes of poor water quality.
4. If, as a result of these actions, the water quality does not improve, then you will have to go to court, namely to the commission to control the water supply. If the fault of the water utility is proved, then all the services of a lawyer will be paid by this organization.

How to complain about water quality: complaint rules

Before going to court, you will need to take all copies of the results of analyzes and examinations conducted by independent authorities. At the same time, the court will have to prove the low quality of water. Only in this way can you demand moral compensation.

You need to go to court with the following list of documents:

• The contract for water services concluded in the water utility.
• Copies or originals of all acts that were drawn up during your appeals to the relevant authorities. If you will take copies, then all of them must be notarized.
• Conclusions on analyzes of the aquatic environment, if any.

When all documents are submitted to the court, you can claim compensation, as well as:

• ensuring proper water quality;
• getting rid of payment for low-quality services;
• if water was filtered by household filters, the culprit will have to reimburse you for the cost of these devices;
• compensation for moral damage;
• you can also claim damages related to the purchase of bottled water and damage to property.

If you want to do a water analysis, you can contact our laboratory, where you will be given all the necessary legal conclusions of the analyzes.

Having returned home from work, a person discovers that there is no water. Where to call to solve this problem faster? After all, people cannot imagine a comfortable life without it. When there is no hot water, you can somehow survive it, but if the house does not have cold water, for residents this is tantamount to disaster.

Action algorithm

When a person realized that there was no water in the apartment, it was necessary not to panic, but simply to calm down. This will allow him to make the right decision.

Is there no hot water in the house? If your apartment building is managed by a company, you can call the dispatcher to find out the reason why there is no water.

If the house is managed by a partnership of homeowners (HOA), then you will have to disturb the chairman and ask if he knows the reason for the occurrence.

You can see receipts for payment, they indicate contact numbers.

Each settlement has an emergency dispatch service that can explain why there is no water.

Contacting the management company can be by phone. The dispatcher must record this call, record the caller’s personal data: full name, subject of the complaint, time and call identification number. And also the dispatcher should introduce himself and answer all the tenant's questions of interest. If the reason for the lack of hot water is unknown to him, then he will recognize it through his channels. It remains for a person to call the HOA later or contact Gorvodokanal immediately.

The call can be made to the emergency dispatch service, which collects all the calls of residents of the city or village. Further, she informs the HOA or the management companies that are responsible for these houses. This service will inform the caller of the reasons for the lack of water.

Each management company must legally have its own website. Of course, in reality, not all fulfill this requirement. But if a site is available, residents have the opportunity to write an appeal to it. There they can find records that explain the reason for the lack of water.

What to do if there is no hot water

The management company receives a lot of negative comments when hot water is blocked in an apartment building, and there is not even warm water. Where to go if there is no hot water? In this option, you need to make a call to the HOA or to the management company to find out the reasons for the shutdown.

• restoration work on heating systems;
• repair and preventive maintenance;
• replacement of old equipment.

If there is no water in connection with the scheduled preventive maintenance, then it will not be in the apartment for about three weeks. All scheduled work related to the heating system is carried out in the warm season. At the same time, HOA warns citizens in advance about upcoming work by posting announcements in the entrances or in the adjoining territory, where they prescribe when and for what time hot water will be turned off.

If there is no water in the apartment for more than the allotted time, it is necessary to contact the HOA and find out the reasons for the delay in maintenance work.

Water bill recalculation

The period when tenants do not receive hot water should be fixed so that the management company recalculates payments, since at this time the consumer did not receive services.

1. Call the water utility, where the dispatcher must record the call, write down the name of the caller, address of residence, contact phone number and assign a registration number to the complaint.
2. Write to the management company a statement about the need to recalculate for an unproven service.
3. The company manager must explain the reason for the water outage. If this does not happen, then the water utility employees must visit your apartment for two hours and record the lack of water.

After this algorithm of actions, the management company must recalculate the payment receipts.

There is no cold water at home

Where can I find out and where to complain if there is no cold water in the apartment building? Residents of the house can survive the shutdown of hot water, but what if there is no cold water in the tap? This means it is completely absent everywhere.

It is especially annoying when this happens suddenly, without warning. Therefore, the telephone number of the company that provides this service should be visible in a prominent place.

According to the legislation of the Russian Federation, the management company, when turning off the water, must notify residents in advance.

• debts for the use of water;
• repair and maintenance work is being carried out on the central highway or inside the house.

Any unplanned outage leads to a flurry of complaints about the management company. But you need to understand that there are situations when it is impossible to warn people about shutdowns in advance - these are water pipe accidents, various natural disasters. Residents of apartment buildings face frequent shutdowns of cold water at night. The reasons for this need to be clarified in the company. All agreements between the company providing this service and the consumer stipulate that water should be supplied around the clock all year.

• total monthly time should not exceed 8 hours for cold and hot water;
• no more than four consecutive hours, if it is an emergency for cold water;
• for hot water no more than four consecutive hours in the event of an accident, but if the accident occurred on a dead end, the time increases to 24 hours.

If these indicators are exceeded, the company may be fined.

In a situation where there is no water in the apartment building for several days, and the management company is silent, does not respond to calls and claims of citizens, then the time has come to appeal to higher organizations. These may be self-government bodies, the State Housing Inspectorate. Here they will accept written claims to the managing organization. They will inspect the company, write out the relevant order and monitor its implementation.

The lack of hot water in itself is quite unpleasant and inconvenient, even in the case of a planned or emergency shutdown. What can we say about if the water was turned off suddenly and is no longer connected. In this case, it remains only to assert their legal rights. How to file a complaint about the lack of hot water and where to go so that it appears again in the tap?

Laws regulating the supply of hot water to multi-apartment buildings and its shutdown

The basic law governing a citizen’s relationship with all utilities and other housing services is the Housing Code of the Russian Federation. It is in it that the need for the obligatory conclusion of an agreement between the residents of the house and the Management Company is spelled out, in the role of which may be directly the HOA or the Housing Office. The agreement is the main document certifying the rights and obligations of both residents and the Criminal Code. It should contain indications of the possibility of lack of hot water and the maximum time for its connection.

In addition, there are a number of legislative acts that spell out exactly how communal servants should be provided. First of all, these are the Rules and norms for the technical operation of the housing stock (approved by the Resolution of the Gosstroy of Russia of September 27, 2003 N 170). They stipulate that the shutdown of hot water can occur as planned, with a warning to tenants at least 10 days in advance for preventive maintenance work, but not more than 14 days a year. In the event of an emergency, the lack of hot water can last up to one month. Such instructions are contained in the Hygienic requirements for ensuring the safety of hot water supply systems (SanPiN 2.1.4.2496-09) and in the Rules for the provision of public services to citizens (approved by Decree of the Government of the Russian Federation of May 23, 2006 N 307).

According to the law and regulatory documents, residents have the right to recalculate the cost of the service for the period when it was not provided, or was not provided in full. Thus, if there was no hot water, they should not be charged for it. And if the deadlines or the procedure for notification of preventive shutdown are violated, a citizen can go to court. However, such treatment is unlikely to return hot water to the taps. It is necessary to file a complaint about the lack of hot water simultaneously with going to court, but to other instances.

Where and how to file a complaint about the lack of hot water?

First you need to contact the head of the HOA or housing department directly. You can do this personally, but it is best to file a complaint in writing. It must necessarily indicate:
- The name of the organization to which the complaint is filed;
- The official to whom the applicant applies;
- Data and address of the applicant;
- The essence of the problem with references to legislative norms.
The law defines 30 days for consideration of a complaint. During this period, the complaint must be examined and appropriate measures taken, and the applicant answered.

If the complaint to the HOA authorities did not take effect, then a similar in structure and content of the complaint should be addressed to higher authorities. Such an authority is the Housing Inspectorate for a district or city. She is obliged to monitor the work of management companies and take measures in case of violations, up to administrative responsibility for officials. When filing a complaint, it is necessary to indicate the fact that there was already a fact of appeal to the management of the HOA and the problem has not been resolved. It will not be superfluous to write your contact phone number for operational communication and clarification of all details. An answer to this complaint must be expected within 30 days.

If the appeal to the Housing Commission has not yielded any results, you can turn to Rospotrebnadzor for a solution to the problem. This is a regulatory body whose responsibility is to protect violated consumer rights. Usually his intervention quickly solves problems of this kind. But, if suddenly this did not help, all that remains is hoping for the help of the prosecutor’s office, where you can also turn to complain about the lack of hot water.

Complaint about the lack of hot water

To write correctlysample complaint for lack of water, you can use this instruction. Not only the form itself is prepared here, but it is also described in detail what points can or should be indicated.

to CEO

Management company Comfort Plus LLC

From citizen __,

residing at:__

contact number__

Complaint about the lack of hot water

I, ___, the owner of a three-room apartment at. I have concluded a contract for house maintenance and the provision of utilities and other services with Comfort Plus LLC. I timely and fully fulfill my obligations under this agreement - I regularly and on time pay a fee set for utilities, maintenance and repair of the house. However, Comfort Plus LLC violates article 4 of the Law on the Protection of Consumer Rights and does not fulfill its obligations under the contract.

On March 1, 2014, hot water disappeared in my apartment. At the same time, I did not see any announcements that it would be disabled due to repairs. By calling the management company over the phone, I found out that there is no hot water due to the formation of a pipe leak in the basement of our house and repairs are being carried out. To my legitimate question about when the leak will be eliminated and hot water appears, they told me that everything will be repaired within three days. However, after three days there was still no hot water, and since the weekend came, no one answered me by phone at Comfort Plus LLC. Waiting on Monday, I went to see an engineer at a service company to find out the situation. Engineer Ivanov explained that to eliminate leaks in the basement, the pipe must be completely replaced. And that in accordance with the Rules for the provision of public services to citizens (approved by Decree of the Government of the Russian Federation of May 23, 2006 N 307) and the Hygienic requirements for ensuring the safety of hot water systems (SanPiN 2.1.4.2496-09), such repairs can last up to 30 days.

According to the norms of paragraph 6 of the Rules for the maintenance of common property in an apartment building (approved by Decree of the Government of the Russian Federation of August 13, 2006 N 491), the entire property includes the entire house heating and hot water supply system, consisting of pipes, risers, control and shutoff valves, collective (common house) heat meters, as well as all other devices and elements located in these networks.

In accordance with the provisions of paragraph 2 of Article 162 of the Housing Code of the Russian Federation, according to the contract for managing an apartment building, the managing organization is obliged to provide services and perform proper maintenance and repair of common property in such a house, to provide utility services to owners of premises in such a house and to persons using premises in this house, carry out other activities aimed at achieving the goals of managing an apartment building on behalf of the owners of the premises in the apartment building, the governing bodies of the HOA or the governing bodies of the housing complex or the governing bodies of another specialized consumer cooperative of tenants, within the agreed period for servicing for a fee specified in the contract.

Thus, the replacement of the hot water supply pipe should be carried out by and at the expense of Comfort Plus LLC within a reasonable time. However, on April 1, 2014, hot water did not appear in the taps of our house and my apartment. To my questions and questions of tenants, Comfort Plus LLC replies that the replacement pipe has not yet been purchased, because the supplier does not have cheap pipes, and the company does not have cheap pipes.

The management company is legally charged with the responsibility for the proper maintenance and repair of the common property of the house, therefore, based on the norms of Article 309 of the Civil Code of the Russian Federation, I believe that Comfort Plus should be responsible for the poor quality of the service and recalculate the payment for hot water for the whole period during which I did not receive this service.

Based on the foregoing, and in accordance with Article 29 of the Law of the Russian Federation “On Protection of Consumer Rights”, Articles 161.162 of the LC RF and Article 309 of the Civil Code of the Russian Federation, as well as the rules of the Rules for the provision of utility services, I ask citizens to eliminate them within three days from the date of receipt of this complaint such violations:
- eliminate the leak in the basement of the house, replacing the pipe with hot water there;
- ensure the supply of hot water to my apartment and other apartments of our house;
- recalculate the cost of hot water services for the entire period of its absence.

In case of your refusal to fulfill my legal requirements on a voluntary basis, I, and other residents of the house, will be forced to turn to a court for my protection of rights, where in the statement of claim I will demand not only the full fulfillment of all requirements, but also compensation for the moral and material damage caused to me . The Criminal Code will be obliged, in addition, to pay me a penalty in the amount of 3% of the cost of the hot water supply that I paid for but did not provide, in accordance with Article 28, paragraph 5 of the Law of the Russian Federation “On Protection of Consumer Rights”, full compensation for moral damage. In addition, for violation of the norms of SanPiN 2.1.4.2496-09, a fine in state revenue in the amount of 50% of the price of the claim may be exacted.