Feedback and ideas from users for the Russian Housing and Public Utilities project

RosZhKH

This is a service site with which you can force utility workers to do their job.
This site itself sends out the necessary statements to officials. You only need to indicate the problem, address and click the “Submit” button. The right to appeal to government bodies is prescribed by Article 33 of the Constitution of the Russian Federation.

As soon as the application is received, the State Housing Inspectorate, in accordance with Article 5 of the Government Decree “On the State Housing Inspectorate”, conducts an on-site inspection, draws up an act and protocol, and issues an order to eliminate violations.

The responsibilities of public utilities are specified in the Rules and Standards for the Technical Operation of the Housing Stock and the Rules for the Provision of Public Utilities. It even states that, in accordance with Article 4.7.4 of the Technical Operation Rules, which states that “all parts of entrance doors (hinges, handles, glass slats) must be cleaned to a shine when they become dirty” (this is precisely the phrase spelled out in the law).

For this, the population pays almost half of the total amount of utility bills monthly under the line “Fees for maintenance and repairs.” Unfortunately, service organizations do nothing, falsify work completion certificates and steal money.

For example, dirt in the entrance or in the elevator is not just dirt, but an administrative offense according to the Code of Administrative Offenses, Article 7.22 “Violation of the rules for the maintenance and repair of residential buildings.” An official of a management organization is subject to a fine of up to 5,000 rubles, and a service organization - up to 50,000.

According to the law, the official must send a response no later than 30 days after the day of receipt of the application (you only need to take into account the work of the post office - 2 weeks). If after 45 days you have not received a response, then you need to write to the Prosecutor’s Office, then the official will receive a fine of up to 10,000 rubles (Article 5.59 of the Administrative Code “Violation of the procedure for considering citizens’ appeals”).

To speed up the elimination of the violation, you can ask relatives or friends to also write a complaint through the Rozhkh website (even if they do not live in your house). The more similar requests there are, the faster the utility workers will start working.

How to file a complaint on the official website of RosZhKH

To file a complaint on the RosZhKH website, you must take the following steps:

1) On the main page of the Rozhkkh website, select the topic of the complaint (for example, a dirty elevator, a cold heated towel rail, potholes and potholes on the roads, etc.) and click on it;

2) in the window that opens, determine the region in which you need to eliminate the violation

3) then select the addressee of the complaint (from the list provided, select where the document will be sent)

but if you find it difficult to choose the right government agency, select all (or default) and the complaint will be sent to all possible authorities);

4) then fill out the short form below (indicate your personal data and contact information)

5) below briefly describe the essence of the complaint (without emotions)

6) Don’t forget to check the box and give your consent to the non-commercial organization “Foundation for the Fight against Corruption” to process your personal data to the extent and under the conditions specified in the Regulations.

If necessary, you can attach materials to prove the facts stated in the text of the complaint (photos, etc.)

7) At the end, you just have to click the “Submit Application” button

In addition, registration allows you to not enter your data each time when creating a new request (they will be saved), you will write only the essence of the complaint.

Additional functions of RosZhKH

On the official website of Roszhkkh you can find contacts of the regulatory government bodies of the selected region on the issue of housing and communal services.

Also in the “SETTINGS” section you can change your password and registration email

RosZhKH. Statistics for 18 months

How to write a complaint to the Central Bank of Russia about the actions of the bank

Today we have blog duty from RosZhKH. Read the project manager, Dmitry Taralov, he provides some pretty interesting statistics on the project’s work over a year and a half.

And thank you for using RosZhKH!

The project manager of RosZhKH is Dmitry Taralov.

Just recently, during the May holidays, the RosZhKH project turned one and a half years old. An excellent opportunity to summarize some of the results of our work.

Let me briefly remind you of what the project is. RosZhKH is an automated service for submitting applications for administrative offenses to government agencies. You select a typical problem from those proposed, briefly describe it, indicate your address - and the application with links to legislation is sent to the government agencies of your region.

It all sounds quite simple, but of course, life is much more complicated than it seems.

Government agencies are not very willing to consider applications in principle (apparently that’s not why people work there), and applications sent through RosZhKH, in some regions, enjoyed special “love.”

For example, RosZhKH has “dislike” with St. Petersburg; the local housing inspectorate does not want to work at all. And, surprisingly, relations with the Oryol region are developing well.

After a person receives an unsubscribe, he usually contacts us through social networks or via mail and we, if possible, help such applicant file a complaint against the actions of government agencies.

During the year and a half of my work in the project, I collected probably the largest collection of excuses and replies in Russia. In some regions, the lack of sanitary and hygienic cleaning in entrances is not considered an administrative offense.

Some believe that only the owner of the apartment can file an application for an administrative offense. And the most common thing is that almost everywhere government agencies take an application for an administrative offense as a simple complaint and do not react in the same way as the Code of Administrative Offenses prescribes.

We are fighting against all this bureaucratic shirking, but unfortunately it doesn’t always work out.

At this point, I would like to interrupt the lyrical part a little and move on to specific numbers. During the existence of the project, we received 154,292 initial complaints. Users marked 57,881 complaints as “satisfied,” which is 38 percent.

We assume that the real percentage of satisfied complaints is slightly higher, because some users are too lazy to go to the site and mark the status if the complaint is satisfied. But, one way or another, 38% is the minimum real figure for the satisfaction of complaints submitted through RosZhKH.

We consider this, on the whole, a satisfactory indicator.

View the full table here.

Note on the Samara region. More than a year ago, applications began to arrive from there en masse (500-700 per day). It was decided to approve them. But users did not carry out further work on these complaints, and government agencies, apparently, were also unenthusiastic about such a flurry of statements. Therefore, the Samara region has the worst percentage among the regions, but it is not worth taking it into account for any conclusions.

So, what does this table tell us? Firstly, Moscow, the Moscow region and St. Petersburg became completely predictable leaders in sending complaints.

Secondly, the percentage of satisfied complaints ranges from 30 (Astrakhan region) to 52 (Irkutsk region). In the vast majority of regions, the percentage of satisfied applications ranges from 40 to 50.

From which I conclude that where the percentage is below 35, government agencies work not just poorly, but disgustingly.

These are regions such as the already mentioned Astrakhan region (30%), Magadan region (30%), Khabarovsk region, Murmansk region (32%), Chuvashia and Leningrad region (33%), Novgorod, Amur, Voronezh, Volgograd regions, Kamchatka region (35%).

There are also regions where government agencies work surprisingly well. These are Oryol, Ryazan, Lipetsk regions (51%), Irkutsk region (52%) and Khakassia. In Khakassia, the percentage is nominally the highest - 56, but only 187 complaints were sent from there.

The leaders in the number of applications submitted turned out to be average in terms of implementation - in Moscow and the Moscow region 41% were satisfied, in St. Petersburg - 40%. Separately, the table presents data for the five largest cities in the country. An interesting comparison between Yekaterinburg and Nizhny Novgorod. Siberians clearly have room to grow.

In general, we can confidently say that RosZhKH has proven its effectiveness in a year and a half. But there are many points for growth that would allow the project to operate even more efficiently. We are working on them and will tell you about it soon.

Complaint about housing and communal services

Russian Post customer reviews
In this case, it is better to bring two copies of the document, one of which must be marked with acceptance.

Attention! It is better to make a claim collectively from a group of residents who are not satisfied with the quality of housing and communal services. As confirmation of the application, you can attach evidence of violations (for example, photographs, acts, examination results, etc.)

etc.), and at the end of the text it is necessary to clearly formulate the requirements and the deadline given for their implementation

As confirmation, evidence of violations can be attached to the application (for example, photographs, acts, examination results, etc.), and at the end of the text it is necessary to clearly formulate the requirements and the deadline given for their implementation.

The processing time for applications in the housing and communal services sector cannot exceed 3 working days.

And in order to encourage the management company to quickly solve the problem and fulfill the terms of the service agreement, the text can indicate where residents plan to contact if their requirements are not met (for example, to the State Housing Property Inspectorate or the prosecutor’s office).

What could be the reasons?

It is worth separately noting that not all claims against the housing and communal services or the Management Company are strong enough to warrant an intensified fight and contacting law enforcement agencies. Complaints about standard little things, be it a lack of light on one of the floors or completely unimportant issues like the color of the walls in the corridor, simply will not be satisfied.

The most compelling reasons include:

Misappropriation and misuse of funds contributed by residents;
Significantly inflated prices for services provided, without any justification;
Inaction on the part of the management company or housing and communal services in those areas where this is a violation of the contract and legislation;
Unlawful actions on the part of the management company or housing and communal services, which are also not only a violation of the terms of the contract, but also a violation of the law.

You can find out legal requirements that are violated by the Management Company or housing and communal services employees from the Housing Code or the Decree of the State Construction Committee.

Info

When searching for the necessary articles that your Management Company violates, we recommend paying special attention to Article 161 of the Housing Code of the Russian Federation. She talks about choosing a way to manage an apartment building

Among other things, it contains general requirements for home management activities.

Angry Citizen

Application for restoration of the missed deadline for filing an appeal

The site has the slogan “Guardian of Justice.”

Remember! Before filing a complaint, a citizen must register and then select the topic of his problem from the list. This portal, like the “Our City” portal, considers issues that are not limited to the housing and communal services sector.

In the “Home” tab, you should select a specific reason:

no water or heating;
the elevator is faulty;
the roof is leaking;
receipts contain errors;
other problems.

Next, the user must select his location and the person submitting the application. After that, he enters the essence of the complaint into a special field: a short text of the problem is filled in automatically by the site. The site also warns about the period after which a response will be provided. This period is usually set at thirty days.

In order to send a complaint, you must indicate:

your first and last name;
residential address.

After entering the information, a file is attached.

The site contains a “Knowledge Base” tab, which explains how the situation is being resolved and in accordance with what laws.

The "Home" tab indicates the possibility of considering the following issues:

carrying out redevelopment without violating the law;
arrangement of the entrance;
what to do when insects and rodents have settled in the basement.

By selecting any topic of the problem, the user receives detailed instructions.

For example, what should you do if there are insects and rodents in the basement:

report this to the management company by telephone;
collect evidence;
file a collective complaint;
write an appeal to the control authorities.

Before filing a complaint on the above sites, you must first report the problem to the management company. It is better to resolve any difficulties that arise peacefully directly with her.

If no action is taken, you can resort to an appeal. Choosing a site is a personal decision for everyone. When sending a complaint about the work of a utility service, understand that the Internet will not help solve it. Only the housing and communal services service can deal with the problem.

Sample complaint to the Prosecutor's Office regarding housing and communal services regarding recalculation.

What documents and evidence need to be collected?

It’s not as difficult to write a complaint to the prosecutor’s office as it is to collect all the necessary documents. Since you need to collect them in advance, it is better to prepare in advance. So, the main list of papers that will need to be supplemented with a complaint to the prosecutor’s office:

Technical passport of the house. Such a document is the result of a technical inventory of the building. It contains such necessary information as technical characteristics, operation of premises, floor plans of the property. The technical passport is issued at the BTI at the location;
Evidence of illegal actions on the part of the management company or housing and communal services. Such documents can be photographs or videos that confirm the condition of the house and surrounding area. Estimates and invoices for major or other repairs that either were not carried out or the service was provided was of poor quality will help. Try to provide as much evidence as possible of the true state of affairs, violations and possible waste of your funds;
Checks and receipts for payment for services of the management organization. You can use the receipts that come to you by mail, and also provide proof of payments. Among other things, you can present meter readings, if any;
Complaints filed with the management company or other authorities, if before contacting the prosecutor's office you have already tried to resolve the issue with the organization that provides the service. As a rule, such complaints (copies of complaints) and responses to them are significant evidence;
An agreement between the owners of an apartment building and the management organization, which must specify the conditions, services provided, as well as other information in accordance with housing legislation.

The more evidence you can provide when writing a complaint to the prosecutor's office regarding housing and communal services, the better. Once you have collected all the required documents, you can begin to write the application itself to the prosecutor’s office.

Info

Do not forget that each case must be considered separately. In order to prove certain facts, you will need to consult a lawyer. A qualified specialist will help you determine not only which housing and communal services violations can be highlighted, but also what evidence will be most useful. Moreover, you can get a consultation free of charge and right now, on our website.

Disadvantages of handling complaints in GIS Housing and Communal Services

Portal of magistrates of the city of Moscow

The first disadvantage is that not all owners are registered on the State Services portal. For example, older people will prefer a more familiar method - written appeals. This is how confusion arises. Some requests are received by the management organization electronically, while others are received in written form. The second drawback is that any citizen registered in the Housing Information System can send a complaint to the management company

And it doesn’t matter whether he is the owner of the premises in the apartment building about which he sent a complaint or not. This puts management companies at risk of receiving thousands of requests, to which they will be required to respond.

It is also possible to forward the request to another management organization. Dealing with complaints will take away workers’ time, which they could spend on improving the conditions of maintaining common property in apartment buildings.

Why a management company can be complained to Rospotrebnadzor

“Our housing and communal services” (nashejkh.ru)

It will not be possible to file a complaint against housing and communal services workers through this site. It will only indicate the correct path to submit an application to government agencies for proceedings. The project is aimed at helping citizens fight injustice and greed of management companies. It will teach you how to properly distribute common household funds and check accruals in receipts for payment of utility services.

The site is rich in articles on useful topics that will be useful to anyone who starts a war with building managers. Visitors to the portal actively share their experiences, professional administrators and consultants give useful advice to those who seek help.

Hotline

A hotline was opened for housing and communal services issues. By calling number 8, citizens and workers involved in the housing and communal services sector can ask their questions and express their wishes on reforming the system and implementing government programs.

In addition to the federal number, each region has its own hotline numbers designed to solve problems related to the maintenance of an apartment building. You can check the numbers on the website of the local State Housing Institution.

Knowing where to complain about the housing office or housing and communal services, residents of the house will be able to ensure that service organizations fulfill their obligations and maintain the house in optimal condition. The main key to success is not to wait for your neighbor to act, but to actively solve the problem yourself.

Clinics, hospitals

You can complain about the actions of doctors to the chief physician, the health department, the city administration, or the insurance company.

You are denied free medical care

— they send you to a private laboratory or insist on paying for the appointment. Call your insurance company that issued the compulsory medical insurance policy or the Federal Health Insurance Fund. Find out whether the medical services or tests you need are really not included in the list of free treatment under compulsory medical insurance. Usually a call from the insurance company to the medical institution is enough for medical workers to stop violating your rights.

The doctor is rude, rude, or does not prescribe subsidized medications

- contact the head physician. He will quickly understand the situation so as not to bring the matter to a higher authority.

You don't trust your local doctor

- change doctor or clinic. The law allows this. But a doctor can also refuse a patient, he has such a right. It is impossible to oblige a doctor to treat a patient if he does not want to.

Sample complaint addressed to the head physician

There is no discounted medicine in the pharmacy

— request to be placed on deferred care. There is no need to write an application; the pharmacy is obliged to deliver and dispense the medicine or its equivalent within 10 working days. If this does not happen, notify the regional health department or Roszdravnadzor.

Where can a Muscovite complain?

You can complain about a management company in Moscow in different ways - in person, by letter or electronically.

Any format for filing a claim is processed by employees of state supervisory services, in accordance with two legislative regulations:

The processing time for a complaint against Moscow housing and communal services is specified in Federal Law No. 8/FZ of February 9, 2009 on access to public information on the work of government bodies.
Federal Law No. 59 of May 2, 2006 (current version 2020), regulating the sequence and order of interaction when applying to citizens of the Russian Federation.

Complaints or proposals for improving the activities of the management company are registered within three working days from the date of submission. It does not matter how it was formalized.

Organizations that are responsible for the quality of housing and communal services.

If the complaint sent is not within the competence of a certain authority, then it must be forwarded to the required department within a week. The applicant is additionally notified of this in the manner specified in the application.

Facts of possible violations are transferred to the local executive committee. The period for this procedure is no more than 5 days.

If the complaint requires the intervention of various government bodies, then within seven days a notification should be sent to them - a copy of the paper about the incident. The applicant is notified of these actions.

Complaints are forwarded according to instructions to the required authority. If there is no feedback, then a claim for inaction is filed. An official refusal to consider the application is issued, indicating the reason, in accordance with paragraph No. 8, Federal Law/59 of December 27, 2020, as last amended in 2021. The applicant has the right to file a petition with the court to appeal this issue.

Hotline and online reception of the Moscow City Hall for housing and communal services issues

You can complain about the management company in Moscow to the housing and communal services hotline.

This can be done in three ways:

By calling the number +74955395353. Emergency communication on all issues related to the work of housing and communal services in Moscow. The phone is available 24 hours a day, seven days a week and seven holidays.
Submitting an application/complaint on the mayor's website. Link to the portal – https://www.mos.ru/dgkh/. To make proposals for improving the work of housing and communal services, complaints about their activities and/or inaction do not require registration. Just go to the “feedback” tab – https://www.mos.ru/feedback/ and submit a problem or suggestion for improvement in the appropriate section.
Electronic reception of the mayor of Moscow. Link to the web page – https://www.mos.ru/feedback/individual/. The request or complaint will be sent to the executive service of the capital. Registration on the portal is not required, but full information about the applicant must be entered:
- personal form;
essence of the question.

These fields must be completed. The place of registration, contact phone number and patronymic of the applicant can be left blank - it is not necessary to enter data into these cells.

Moscow website “Our City”

You can complain about a management company in Moscow online on the “Moscow is our city” website. When posting a request on this resource, you should know that the response will arrive no earlier than seven calendar days.

To work on the web page you will need to go through the registration procedure. There is a simplified use option - through the service of various social networks.

Portal "Gosuslug" for Moscow

How to complain correctly.

You can write a complaint against the management company in Moscow on the all-Russian website “Gosuslugi”. To do this you need to go through the registration procedure.

In the “Personal Account” section, post a message about the problem or make a proposal to improve the work of the management company. A response notification will be sent to the email address that was used during registration.

Website "House of Moscow"

A single website has been created for Muscovites - https://dom.mos.ru/, uniting all communal structures. Using the web page, you can write a proposal or leave a complaint about the work of a service company, including a resource supply company.

List of supervisory authorities to influence the Criminal Code in Moscow

The table shows the departments that control the activities of organization managers in Moscow:

Table 1.

You can complain about housing and communal services in Moscow via the hotline:

+88007008800 – telephone number of the Public Chamber of the Russian Federation;
+88007008989 – for questions of housing and communal services;
+74956335190 – reception office of the Russian Government.

Court, prosecutor's office

The court and prosecutor's office are the last authorities to which you can submit an application for housing and communal services.

Moreover, this portal, like the “Our City” portal, addresses issues related not only to housing and communal services problems.

Select the Home tab and specify it:

lack of water;
lack of heating;
faulty elevator;
roof leak;
errors in receipts and much more.

We indicate the exact address and from whom the application is being submitted. Then the text of the complaint itself is entered into the provided field: there is already a brief description of the problem by the site developers.

You can adjust it. The problem can be solved in two clicks. There is a warning about the deadline for providing a response.

It will be given in 30 days. This is due to the fact that citizens’ appeals are conducted through official channels. To send a complaint, you need to register: enter your last name, first name and address.

Some of them are listed below.

The portal is organized by the Anti-Corruption Foundation. He controls the work of housing and communal services authorities, transmits complaints from citizens about shortcomings in work to official bodies.

The site works as follows. It is proposed to select the problem of interest from a huge list of listed topics, there are about 30 of them. The main ones are:

For each problem, the question is specified.

For example, for the topic Yard, the following questions are proposed for consideration:

insufficient lighting;
the children's playground is broken;
untimely garbage removal;
holes and potholes;
poor cleaning of the area.

After selecting a question, the applicant is asked to register.

When registering, the user can independently choose the organizations to which he sends a complaint.

The message will appear in the “All complaints” section and will be visible to everyone: management, bodies monitoring the work being carried out, as well as journalists, public organizations, foundations and deputies.

We figured out how to complain about the work of housing and communal services online, and then how to write the document itself.

Step-by-step instructions for applying

Contacting Rospotrebnadzor is not at all difficult. To do this, you need to fill out the appropriate complaint correctly, and also know where exactly to submit it.

You can contact Rospotrebnadzor in one of the following ways:

personal presence and submission of a package of documents;
sending a package of documents by mail, letter with notification;
sending a fax with the text of the complaint to Rospotrebnadzor;
application through the public services portal;
contact by email;
application via the department's website.

Appeals in different situations can be adjusted to the following algorithm:

a citizen or citizens draws up a complaint and forms a package of documents;
all collected evidence is collected in one package and submitted in one of the proposed ways to Rospotrebnadzor;
receive notification of document acceptance;
We are waiting for a response to review.

Depending on the decision of the authority on your issue, events may develop in one way or another and we can no longer predict the exact development of events on this issue.

State Housing Inspectorate

It is recommended to contact us when a complaint to the management company does not yield results. GZHI considers complaints against all types of organizations involved in public utilities: housing office, public health department and homeowners' association. The inspection resolves the bulk of issues related to housing and communal services.

The scope of authority includes control over the supply and maintenance of apartment buildings and supervision of the work of organizations involved in the housing and communal services sector.

A complaint to the housing inspectorate must be made in writing.

After receiving a complaint, GZHI employees carry out a set of measures, which includes:

visiting an apartment building and personally checking for violations;
drawing up an inspection report and protocol, regardless of whether violations were identified. If the complaint is not confirmed, this is indicated in the document;
if a violation has been identified, the responsible organization is issued an order to eliminate it;
officials of violating organizations are held accountable and fines are imposed on them;
in some cases, the State Property Committee may file lawsuits in court.

How to appeal a decision

Violation of currency legislation, fines in 2018

The decision made by the official on the fact of the violation committed will come into force 10 days after its adoption. During these 10 days you can appeal the decision.

It can be appealed either to a higher organization or to the court at the location of the body that made the decision. For this procedure, it is necessary to draw up a complaint in two copies. The original with attachments (petitions, etc.) is transferred to the office, where it must be registered. The registration mark is placed on the second copy.

Such a complaint will be considered in court within two months.

Okhotsk Inspector

How a company can avoid fines

GIS Housing and Communal Services was created in order to make the housing and communal services sector more transparent. Working in a personal account makes it easier for owners to control the activities of the management organization. It can be assumed that when owners come to the Housing and Communal Services State Information System, the number of electronic requests and complaints will increase. To prevent them from turning into problems for your management organization, take note of the following rules.

Know your rights and responsibilities. If the owners or public housing estates require information from you, the provision of which is not required by law, you have the right to refuse.
Place information in the GIS Housing and Communal Services in a timely manner. Owners will have one less reason to complain. And there is a little more trust in the management organization.
Analyze the volume of information posted in the GIS housing and communal services. This will help you evaluate and correctly distribute efforts to fill out data in the system.
Respond to citizen requests in a timely manner. This is the responsibility of the management organization, so we recommend building a system for handling complaints.
Be prepared to be tested. Avoid common mistakes and remember the procedure for conducting unscheduled inspections. This way you can protect the rights of your MA.

How to write a complaint correctly?

An application to the prosecutor's office is written in free form, but, like any document, it has its own requirements. A sample application to the prosecutor's office will be below, you can download it for future use. However, before writing your own application, we recommend that you familiarize yourself with the rules for filling it out:

The application to the prosecutor's office is written on an A4 sheet of paper, without blots or errors. In addition to accurate filling, the text should be strictly in a business tone;
In the description of the complaint, it is recommended to present the information in order without any emotional overtones. Only facts and a description of the situation sufficient to understand it;
All of these violations must be accompanied by references to specific articles of the laws of the Russian Federation, which were not observed by employees of the Management Organization or Housing and Communal Services;
The recipient of the application must be the prosecutor of the district where the apartment building itself is located. In addition to the name of the prosecutor, his rank must also be indicated, which you can check with the department;
The full names and contacts, including addresses, of applicants must be indicated. Anonymous applications simply will not be accepted. Be careful, make sure that valid contacts are indicated;
Requirements must be based strictly on violations. That is, you will not be able to demand from the prosecutor’s office actions that are not related to the situation itself;
The application is drawn up in two copies. After submitting your application through the office, you will be given the appropriate stamp on the copy.

What does the list of housing and communal services for citizens include?

Payment for housing and communal services is calculated in two ways:

according to the readings of individual metering devices;
according to consumption standards, calculated according to approved methods, depending on the quantity prescribed for the living space.

Installed individual metering devices must be sealed before being put into operation. It is the responsibility of consumers to regularly provide information about meter readings to the management or utility company. The owner is responsible for the integrity of the seals and timely verification of meters.

If the device malfunctions or the meter verification is overdue, payment is made according to approved standards. Next - more details about the provision of various housing and communal services.

Electricity

Electricity supplied to apartments is paid according to the readings of installed meters. Consumers are forced to pay for the energy spent on servicing common areas - lighting of staircases, entrances, attics and basements, and the operation of elevators.

Legislation limits the maximum duration of interruptions in the supply of resources:

two hours monthly if the facility is powered from two independent sources;
days for the specified period, if the source is the only one.

The supplier is obliged to provide electricity with the established parameters, without voltage drops.

Hot and cold water supply

With cold water supply, the consumer is provided with water purified from harmful elements and pathogens.

Interruptions are allowed for a month, with a total duration of no more than:

eight hours - in ordinary cases;
twenty-four - in case of a large-scale accident.

For a hot water supply system, the requirements for the duration of interruptions are similar. Additional conditions require compliance with the temperature regime:

when the water temperature is below plus forty degrees, the consumer can pay for services at cold water supply tariffs;
Heating above seventy-five degrees is not allowed.

In the absence of common house communication systems, access to a public water stand must be provided.

Heating

Heating must ensure that the air temperature in the room is maintained at least eighteen degrees above zero. During the month, the total duration of interruptions in heat supply should not exceed twenty-four hours.

The following restrictions have been established for one-time interruptions in heat supply:

at a room temperature above twelve degrees - no more than sixteen hours;
within the range of ten to twelve degrees - up to eight hours;
from eight to ten - within four hours.

The size of the payment is affected by the total area of the heated room. Tariff plans are approved by regional regulations.

Water disposal

Houses must be equipped with sewer lines that ensure the removal of consumed water. The drainage system is carried out to ensure proper environmental standards. The sanitary and epidemiological situation in the region largely depends on the condition of sewage drains.

The tariff is set by a resolution of local authorities, but is calculated on the basis of approved national methods. The amount of payment depends on the total volume of cold and hot water consumed.

Solid Waste Disposal

Garbage removal is included in housing payments. Payments for solid waste disposal are calculated according to the area of the apartment. But this situation raises a lot of questions among the population.

Most residents believe that it is more appropriate to determine expenses depending on the number of registered people in the apartment. With this accrual procedure, a methodology similar to the accrual of utility bills will be used.

ODPU fee

ODPU is a common house metering device. These funds are used to determine the amount of payments for energy resources spent on common property:

the amount of resources on individual meters in apartments is subtracted from the ODPU readings;
the resulting difference is divided equally between registered residents.

As a result, the management company gets the opportunity to pay suppliers for energy resources additionally spent on maintaining the common household facilities.

Additional services

In addition to the mandatory communal services, the management company or other organizations may offer additional services:

cable television or internet;
radio;
intercom;
paid parking, etc.

The owner of the living space has the right to choose whether or not to use the specified amenities.

Other ways

There are other services and facilities for filing complaints against a service organization. For example, the following are required to accept and consider an appeal:

in Rospotrebnadzor;
in the housing inspection;
in municipal authorities;
in the prosecutor's office;
in a court.

The choice of organ depends on the violation and the severity of its consequences.

In addition, a special application has been developed for complaints about housing and communal services - RosZHKKH. It contains ready-made claim forms, in which you only need to enter your passport details and information about the management company.

The online project “Angry Citizen” works on a similar principle. It is equipped with a search in the database of typical problem situations. After the applicant details the violations in the housing and communal services sector, his application will be sent to the address of the competent authority.

Please note that before filing a complaint, it is advisable to try to come to a peaceful agreement with the Criminal Code by writing a complaint addressed to it.

Competence issues

If any issue of local importance is not resolved or is being resolved ineffectively, you must write an appeal. In principle, many people know this. As a general rule, a response is given within 30 days.

But what should you do if you receive an unsubscribe from the administration?

In this case, you can go to a personal meeting with the head. To do this, citizens, as a rule, find out about the days and hours of reception and make an appointment in advance.

Contacting the prosecutor's office can also be effective. The supervisory authority will be required to conduct an inspection of each fact and, in case of violations, will issue prosecutorial response acts. For example, he will make a proposal to eliminate violations of the law in a particular area and demand that officials be brought to disciplinary liability.

Citizens whose rights have been violated can themselves go to court to appeal the actions (inactions) of administration officials in accordance with Articles 218, 219 of the CAS RF.

The city administration is the lowest level of government in the country's territories. In addition, there are centralized structures that perform separate functions. For example, the Pension Fund or the Ministry of Internal Affairs. Without going into details, the structure of the administration includes departments or departments (department of urban management, social policy, etc.). Let us note that municipal level administrations also perform government functions transferred by regional authorities.

Procedure for submitting an application to the Housing Office

The algorithm by which an application is submitted to the housing and communal services through the State Services portal is quite simple. You need to perform the following sequence of actions.

Step one – authorization on the portal

Click “Personal Account” or click the “Login” button located just below.

Please enter your password. Click "Login".

You cannot receive the service without a registered account. When registering, fill out the fields in your personal account as much as possible, indicating the document data and the payer’s personal account number. The latter can be found on the paper receipt that the management company sends every month.

Step two - search for a service

The application is submitted using a separate information system - GIS Housing and Communal Services. The link to it is at the very bottom of the page in the “Our Projects” section.

Next, you need to select the “Send an appeal or complaint” tab. It is in the "Actions" column.

Step three – filling out the electronic form

After selecting a service, an electronic application form will open in front of you. It will be partially filled. The data will automatically transfer from your account. To change them, you need to adjust the information you saved in your personal account settings.

Next, you need to fill out an application, indicating:

Topic – selected from the list of suggested ones.
The addressee of the appeal is, for example, a housing inspection.
The text of the application is written in free form.

Note! The application must describe the problem in detail, accompanied by evidence. The latter may include photographs, videos, attachment of a contract for the provision of services, the clauses of which were violated

At the end, all you have to do is click the “Submit” button and wait for the management company’s response to the complaint. On average, the processing time for an application is 15 working days. But depending on the nature of the appeal, it may be increased. Information about the results of the review is sent to your personal account, and is also duplicated by email or mobile phone.

Creating a personal user account

On the portal it is possible to register a personal account (account). Technical work is currently underway. In the future, anyone can enter an email or mobile phone number, as well as a password to log into the system.

Information on complaints and requests, sorting them by date, and other tools will be available on your personal page. All data is completely confidential. No one will be able to see or find out about the sent documents.

Any user can register, regardless of age. The degree of relationship or proximity to someone does not matter.

The site operates around the clock without interruption. Consideration of citizens' applications takes place within the period established by law - 30 days. In addition to this appeal, residents of apartment buildings can send complaints to other authorities. The solution to the problem depends on the arguments of the residents and their legitimacy.

What people complain about to the housing inspectorate:

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Discussion: 4 comments

Ivan says: 10/13/2019 at 16:08
It’s an interesting initiative, although, of course, the 30-day period for reviewing a complaint does not suit me at all; this is a very long time for most problems that arise with housing and communal services. And I don’t quite understand what Navalny has to do with this site?
Answer
Ivan another says:
10.25.2019 at 18:09
Navalny has created a platform through which you can send a complaint immediately with a reference to the violated rule of law (which leaves officials with more options to evade responsibility); ready-made recipients are also offered for sending immediately (no need to look for which forms to fill out and where). Those. in essence, Navalny’s website service moves the possibility of complaints a little closer to the average person. Since on some government websites you have to leave a request, this is a whole quest and it’s not a fact that you will complete it without calling the hotline. As for the review period, this is not a problem with Navalny’s website, this is how the state works.
Answer
Ilya says:
12/29/2019 at 11:34
It's generally a good thing. Only if only there was a result. I very much doubt that our responsible people will immediately run to solve the problem. Most likely they will get off with a meaningless reply. It's like banging your head against a wall.
Answer
Oleg says:
03/01/2020 at 01:17
Sometimes I watch FBK videos, however, I have never heard any mention of the existence of such a site that helps solve housing and communal services issues. Maybe someone is doing this on behalf of Navalny without his knowledge?
Answer

Types of requests

Residents, provided they pay utility bills on time and have no debt, should not leave the maintenance of their apartments and houses to chance and have the right to demand quality services from resource supply organizations and management companies.

The fight against public utilities is a complex process, but if there is evidence of violations, the result will be positive.

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— contact the lawyer on duty in the online chat on the right or call: +7 (499) 938 6124 — Moscow and region.
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The initiator of the appeal can write and submit it independently only on his own behalf, if the violation concerns only his living space. A collective complaint signed by the entire entrance or house will be more significant.

When drawing up a document, you must adhere to the following rules:

It is necessary to express yourself correctly and competently, without emotion, to state the facts of violation of the rights of residents and the law. This will confirm the author’s serious attitude, sanity, and literacy and will force him to approach the solution to the problem accordingly.
The complaint should include only facts that can be supported by evidence, it is necessary to exclude “water” as much as possible, not to tell the history of the construction of the house, and not to list the labor merits of the residents.
It is necessary to list which points of laws and contracts were violated by public utilities. This will be evidence of the legal literacy of the initiator and detailed study of the issue.
You need to choose the vector along which the complaint will go from lower to higher authorities, and strictly adhere to it. If you do not follow this algorithm, the complaint will go downhill to the very beginning of the path, but it will take much longer;
If a collective appeal is planned, then as many residents as possible must sign it. To do this, you need to hold a meeting of those living in the entrance or in the house and jointly discuss the initiative of writing a letter.
For further movement through the authorities, you will need proof of application. Therefore, the complaint must be sent by registered mail with notification by mail or delivered to the reception office of the addressee, register two copies and keep one for yourself.

The rules for compiling in both cases will be the same:

In the upper right corner indicate the full name of the addressee and his position, for example, “Director of LLC “Management Company” I.I. Petrov.”
Below, the initiator indicates his personal data, residential address and information about other participants.
The time limit for the proceedings begins from the moment the document is received by the addressee.
Below in the center of the page is the name of the document - complaint.
In the main part, it is necessary to describe in as much detail as possible the facts of violations of contractual obligations by the housing and communal services, references to regulations, adhering to the official tone and terminology.
In the text of the appeal, you can notify the addressee that you reserve the right to appeal to a higher authority if the desired result is not achieved.
At the end of the complaint, the participants and their signatures are listed.

These rules can be used as a sample or template for writing a complaint about housing and communal services. In addition, the form can be found on the official websites of government agencies.

Terms of consideration

In accordance with current legislation, the standard period for reviewing citizens' letters is 30 days. But there are some nuances:

If the response does not require further investigation or the violations are corrected promptly, government agencies have the right to complete the review and respond to the complaint before the expiration of the 30-day period.
If additional time is needed for a detailed investigation, the applicant is given a reasoned response to extend the inspection period. But this interim response must be issued within the time period specified by law - 30 days.

Non-governmental organizations

Housing and communal services Control

“NP National Center for Public Control in the Sphere of Housing and Communal Services “Housing and Communal Services Control” is a non-profit organization whose activities are aimed at solving problems in the housing and communal services sector, increasing the efficiency of the industry, and improving the quality of life of citizens.

The most important tasks of the NP "Housing and Communal Services Control" are:• Uniting and supporting non-profit organizations working in the housing and communal services sector;• Development of a system of effective public control in the housing and communal services sector;• Development and implementation of housing education and vocational education programs in the public utilities sector;• Protection of legal rights of consumers of housing and communal services;• Monitoring the implementation of legislation in the field of housing and communal services, increasing the efficiency of law enforcement practice, identifying systemic problems that require solutions at the legislative level;• Development of proposals aimed at improving the regulatory framework of housing and communal services.

The NP provides information, methodological, and organizational support to regional NPOs and creates regional centers of public control. In the section on the organization’s website you can ask a question, make a suggestion, or fill out an application.

RosZhKH

"RosZHKH" is a project of the Anti-Corruption Foundation, created to solve utility problems. The site will help you draw up an application and send it to government agencies.

Your control

A government project to evaluate the work of officials and government bodies. Here you can leave feedback and evaluate the process of obtaining government services. Reviews will help evaluate the work of specific officials and authorities. On the site you can not only write what you think about the work of government bodies, but also see ratings and reviews from other users. The project was created in pursuance of Government Decree No. 1284 of December 12, 2012 “On citizens’ assessment of the effectiveness of the activities of heads of territorial bodies of federal executive bodies (their structural divisions) taking into account the quality of the provision of public services by them, as well as the use of the results of this assessment as the basis for making decisions on the early termination of the performance of their official duties by the relevant managers.”

The concept of housing and communal services according to current legislation

At the legislative level there is no concept of housing and communal services.
In the Strategy for the Development of Housing and Communal Services in the Russian Federation for the period until 2021, the concept of housing and communal services is revealed by indicating the direction of activity of the housing and communal services sector. In particular, the sphere of housing and communal services includes the following main areas:

carrying out activities aimed at improving the living conditions of citizens in the housing stock, including the management of apartment buildings, major repairs of common property in apartment buildings, including the modernization of elevator equipment, as well as the relocation of citizens from emergency housing stock;
implementation of regulated activities in the field of supply of municipal resources (provision of public services) (issues of electricity and gas supply are considered in other strategic planning documents), including cold water supply, sewerage, hot water supply, heat supply, as well as the management of municipal solid waste;
maintaining a state information system for housing and communal services, which includes such areas as social policy, personnel policy, as well as public control.

With a large number of definitions of housing and communal services, we note that most definitions are based on a single goal of the activity and functioning of the housing and communal services industry and its subjects. Housing and communal services is a branch of the economy, the purpose of which is to ensure the operation of residential buildings (apartment buildings, dormitories), create safe living conditions for the population in the housing stock, and provide utilities to the population.

How to complain through State Services?

The opportunity to file a complaint on State Services is implemented in two ways: through the main website www.gosuslugi.ru and through the page do.gosuslugi.ru. In order to express your complaints via the Internet, you must be a registered user of the portal. You can authorize on the site in a few minutes; to do this, you need to provide your contact information, SNILS number and information from your passport.

To send an appeal, you need to go to the State Services website, scroll to the bottom of the page and in the Our projects section click on Pre-trial appeal.

A large blue Complain button will appear in the window that opens; you need to click on it. The site visitor will be redirected to a page with an electronic form. Here you need to fill in all the available fields, indicating in them information about the service that you encountered difficulties in obtaining.

Advice: it is better to try to describe the current situation as fully as possible and provide as much information as possible. This will eliminate the need to repeatedly contact portal specialists and make clarifications.

In the electronic form you must indicate:

reason for contact;
date of application;
the department in which the conflict situation occurred;
the name of the employee who provided the service;
in column number 4 you can more fully describe the essence of the problem, attach documents, photos and other files related to the claim (the size of the downloaded data should not exceed 5 MB);
requirements, purpose of appeal;
personal information about the applicant (full name, address where you can be contacted, telephone number).

At the end of the form, you need to select the option for receiving feedback that is most suitable - by post or email. After entering all the data into the form, click on Send. Review of a user's request may take up to 15 days.

Parents: how to get a TIN for a child via the Internet.

Second way to apply

Another way is to select the service upon receipt of which the complaint arose, and leave a complaint by clicking on the button in the window with information about it. For example, if you have problems obtaining a tax debt certificate, you need to find this service in the online catalogue:

first open the Catalog;
click on the Taxes and Finance section;
select the item Tax debt;
scroll to the bottom of the page;
and find the inscription File a complaint.

When filling out an application in this way, after selecting a specific service in the catalog, it will be automatically indicated in the form filled out by the user. All other columns will need to be filled in manually in the same way as when going to the form page through the Pre-trial Appeal button.

If your goal is not to complain, but you have questions for the specialists of the Pre-trial Appeal project, you can ask them by clicking on the Feedback button at the bottom of the page at do.gosuslugi.ru. Here you need to state the essence of the problem and indicate your contact information.

Where can I view the debt to the water utility?

Usually, in the event of a debt for housing and communal services, the management company sends the defaulter a notice with the amount of the debt and a request to repay it as soon as possible. In addition, some companies prepare lists of debtors, which they post not only on their official website, but also in the entrance of an apartment building.

What to do if you have not received a notification? Let's consider other methods of obtaining information:

In Vodokanal, you can find out the debt on the personal account, which is indicated in your payment document, at a bank branch or in your personal account on the website. After entering the data, you will receive information on the amount of debt and the period of delay; you can pay the receipt immediately on the spot or online.

In order to find out the amount of debt via the Internet, you need to register on one of the sites mentioned earlier. After logging into your personal account, you will have access to the entire history of accruals and payments.

For example, in your personal account on “State Services” you need to open the “Payment for housing and communal services” tab and select your regional service provider from the list. Then select the outstanding payment and enter your personal account information and payer code. The screen will display up-to-date information with a list of all overdue receipts.

In addition, it is convenient and easy to view the debt in your personal account on the website of the regional water utility. This is the case, but first you need to register by filling out a form (full name, phone number, email address, status, TIN or subscriber number). After that, in the section “Receive acts of reconciliation of debts and settlements”, look at the necessary information.

Other organizations also provide their subscribers with the opportunity to quickly and without leaving home find out the amount of debt and the period of overdue. For example, on the website of the State Unitary Enterprise “Vodokanal of St. Petersburg” this can be done using the contract number and TIN.

Most often, to determine the presence or absence of debt for water, service providers require you to indicate your residential address, tax identification number and personal account number.

If a special mobile application has been developed for your region, then you can install it on your smartphone and use all services: pay utility bills, monitor your balance, transmit meter readings, view the history of charges and payments, and file a claim directly.

To start using the mobile application, the following steps are required:

Download and install the application on your device.
Register in your personal account or use your account from the corresponding website.
Add a personal account (or several), select a management company or water utility, indicate the address, date and amount of the last payment to link the account.
View the amount and period of the debt.