Hotline and other ways to file a complaint about housing and communal services

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Problems in the field of communal housing arise quite often, so it is important to know how to file a complaint about housing and communal services through the hotline. After all, the work of public utilities causes many complaints from the owners of the premises they serve, as well as ordinary residents.

In some cases, the reluctance of housing and communal services workers to fulfill their duties can lead to unpleasant consequences for residents. That is why it is worth learning how to defend your rights, in what ways to influence housing and communal services employees.

Where can I complain?

Who should I turn to for help with housing and communal services?

The work of housing and communal services employees, unfortunately, satisfies few. However, not everyone is eager to understand the problem and hold negligent utility workers accountable. Some people don’t want to get involved with housing and communal services, believing that there will be no point anyway.

Others prefer not to do it themselves. And still others don’t even know where to turn in such situations. At the same time, there are many opportunities to defend your interests.

If you encounter problems with housing and communal services, you can contact the following authorities:

• management of the service organization itself;
• local housing inspection offices (HHI);
• branches of Rospotrebnadzor;
• courts;
• prosecutor's office

It is better to leave the trial for last, when all other instances have already been passed and the violations have not been eliminated. When considering a dispute, the court will examine all the circumstances, the evidence presented and the parties’ explanations.

If violations are detected, he will oblige the service organization to eliminate them. Other organizations can conduct checks upon receipt of an application.

Based on the results of inspections, housing inspections can issue orders to eliminate violations and hold people accountable.

Rosoptrebnadzor can also issue orders and file claims in court to protect residents. In addition to the listed authorities, you can also complain to the Federal Tariff Committee, RosZhKH, and local administrations.

Moscow housing and communal services hotline

• (495)238-3741 for major repairs;
• (495) 629-1582 for elevator repairs and roof damage;
• (495)681-0549; 7367 regarding street cleaning repairs;
• (495) 681-2054 Moscow Housing Inspectorate (for heating issues);
• (495)662-5050 24-hour number for questions regarding accidents on heating networks;
• (495)613-3308 Moslift;
• (495) 613-3308 cleaning of local areas;
• (495)699-4147 for questions about construction near houses and noise at night;
• (495) 650-5055 Department of Urban Construction of Moscow;
• 8(499)788-1646 Foundation “Communal Culture of Life” (wishes and comments on the topic of housing and communal services);
• (495) 620-27-60 for cleaning city roads;
• 8(499) 763 34 34 Mosvodokanal (operates 24 hours a day)

Regional control centers for housing and communal services

where to complain about housing and communal services?

The basis for ensuring public control over housing and communal services was Decree of the President of the Russian Federation dated May 7, 2012 No. 600.

It is called “On measures to provide citizens of the Russian Federation with affordable and comfortable housing and improve the quality of housing and communal services.” Its provisions prescribed the creation of public organizations throughout the country to control housing and communal services by June 2013.

Currently, such organizations have been created in almost all regions. They monitor the housing and communal services situation in their region, consider citizen complaints, and take appropriate measures to eliminate problems.

In addition, they exercise independent control over the work of housing and communal services enterprises in the region.

You can contact such centers by hotline or email, in person or with a written application.

What questions can you ask?

When contacting the housing and communal services hotline in Moscow, owners can receive answers to questions such as:

• heat payment systems with a common house meter installed and in its absence;
• whether the loggia and balcony are included in the heated area of ​​the apartment;
• who and at whose expense should maintain the satisfactory condition of the road surface in the local area;
• how often solid waste is removed and who is responsible for the cleanliness of the site with garbage containers;
• is it legal to increase tariffs for certain services;
• is it legal for utility services or management companies to refuse to provide certain services to homeowners;
• is it legal to terminate the provision of certain services by employees of the management company;
• Etc.

Attention

The housing and communal services hotline in Moscow helps citizens solve both global problems and minor difficulties that arise from the dishonest work of utility workers.

Complaint Forms

When you discover a problem in the housing and communal services sector, it is worth deciding on a method to solve it. The legislator does not establish specific rules here. Each owner (tenant), dissatisfied with the quality of the housing and communal services, decides for himself where and in what form to apply.

As mentioned above, you can submit your complaint to several authorities. However, this can be done both in written and electronic form.

When drawing up a written application, you should indicate the name of the body (organization), your data, the essence of the problem, and the requirement to eliminate it. It would not be amiss to specify the legal basis for the complaint. In addition, you need to sign your application and date it.

A complaint can be sent by one person or several. If the application is sent electronically, you should fill out the form provided on the organization’s website. Or simply send your application by email. You don’t have to submit any applications, but simply use the hotlines.

Contacting the housing and communal services help desk in Moscow online

You can express your complaints about the work of public utilities on specially created portals. Some of the most famous were RosZhKKH, Uprava, and Our City. The user needs to select the most convenient one, register and provide the necessary information. To make your appeal as effective as possible, lawyers recommend carefully filling out the form posted on the website. A clear formulation of the problem allows the complaint to be redirected as quickly as possible to the specialist responsible for the given area of ​​the public utility service.

Most portals provide the ability to attach photographs of the problem area to give the most complete picture of the existing problem. After posting a complaint, officials are required to give a written response to citizens’ complaints no later than 30 days.

Online housing and communal services help allows you to:

Contacting the housing and communal services help desk in Moscow online gives citizens the opportunity to receive professional assistance in explaining the legal aspects of a particular situation. For example, in the absence of communal heat meters, owners are required to pay the full cost of the first and last month of the heating period. And it doesn’t matter how many days the heat was supplied to the apartments.

conclusions

Violations in the housing and communal services sector should not be ignored. Residential property owners and residents should know their rights and learn to assert them. Moreover, there are plenty of opportunities for this today.

You can find out what questions are most often found in complaints about actions/inactions of housing and communal services by watching the video:

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Discussion: 5 comments

1. Daria says:
   08/09/2017 at 00:53

   If we had not written a collective complaint, perhaps they would not have sealed the interpanel seams in the house. No amount of talking will help if you do nothing. I would also like to note that the housing and communal services hotline is not anonymous, and therefore it is better to correctly file a complaint rather than call.

   Read also:  Is it possible to find out the housing and communal services account number at the address in 2021?

   Answer

2. Kirill says:

   09/29/2017 at 01:15

   A friend of mine has accumulated debt on utility bills. He was unemployed for 3 months, paying off a loan, barely having enough to buy food, so there was simply no money left to pay the payments. Having nothing else to do, I went to investigate. We made a recalculation. It turned out that the calculation was incorrect. Not only did he not pay the debt, but he was also exempted from payment for 2 months. Conclusion: be careful!

   Answer

3. Daniel says:

   10/26/2017 at 07:26

   You can always find somewhere to complain. I think there are no problems with this. The housing and communal services themselves will tell you the numbers. The question is: will your complaint be satisfied? It often happens that a person complains on emotions, without justification; here you need to understand and evaluate your complaint yourself from the point of view of jurisprudence.

   Answer

4. Dmitry says:

   09.11.2017 at 00:21

   It is important to realize that now there is no abstract housing and communal services, there are specific providers of utility services with whom the tenant has an agreement directly or through the management company. You should try to look for the text of this agreement, because there should be direct instructions on what to do if a party fulfills its obligations improperly.

   Answer

5. T.S. Pereturina says:

   04/25/2018 at 14:02

   With us, everything is much simpler, first we call the control room and if “it bounces off like a pea off the wall,” we contact the District Administration and the person on duty. If this does not achieve any effect, then the next step is to call the duty dispatcher in the District. After this, the “stirring” begins with increased speed, although it resembles Brownian!

   Answer

What you can find out by calling the hotline

Important! Please keep in mind that:

• Each case is unique and individual.
• A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.

To get the most detailed advice on your issue, you just need to choose any of the options offered:

• Use the online chat in the lower corner of the screen.
• Call: Federal number: +7 (800) 511-86-74

Typically, the hotline receives messages about problems related to housing and communal services:

• Lack of water. Most often, shutdowns occur due to planned work: replacing old pipes, stabilizing pressure, etc. The management company must warn residents about this in advance. Also, the supply may be interrupted due to an accident. For this reason, a shutdown may affect several apartments, an entrance, a house, and sometimes an area - it all depends on where exactly the emergency situation occurred. When you call the hotline, you can find out what caused the water supply to stop and what the deadline for completing the work is.
• Power outage. It can also occur due to a line failure. In such a situation, a house or even a residential area may remain without power, depending on the scale of the incident. Sometimes the supply of light may be suspended in a separate apartment due to arrears in payments. In this case, calling the hotline will help you get information about how much money you need to contribute in order for the power supply to be restored. At the same time, do not forget that the amount of the debt is indicated on the same receipt where the telephone number of the management company is registered. You can also call the emergency service using this number to troubleshoot wiring problems in a separate apartment.
• No heating. The cause of a heat outage is usually a break in the pipes. By calling you can find out how long it will take to resolve the accident. Also, using the hotline number, you can find out about the timing of the heating season and plans for carrying out preventive work before supplying hot water to the radiators of a residential building.

You can also report by phone about a clogged sewer, gas leak, uncollected garbage, disorder in the entrance and surrounding area, broken intercom and other problems. The management company is obliged to respond to all messages received from residents.

In some cases, the question may not concern its competence. Then you should request the contact details of the boiler house, water utility or other organizations that can help deal with the situation.

If there is no feedback, the line is constantly busy, or the measures taken did not help solve the problem, it is necessary to involve higher authorities.

How to call support?

To find out detailed information regarding your area of ​​residence, use the services of the Moscow Government website. Select the government section on the page and click on the appropriate item.

The system will provide you with useful information and provide contact information.

Hotline operator

You should know! The cost of the call will be calculated according to the current tariffs of your telecom operator.

Help numbers

Unified information service of the Moscow Government: 8 Specialists of the unified information service of the Moscow City Hall will answer all questions regarding the activities of government bodies, including public service centers.

Unified dispatch center for housing and communal services: 8 Accepting applications for plumbing, electrical, elevators, cleaning of premises and courtyard areas.

Accepting applications for a locking device: 8 Accepting applications for coded doors and intercoms.