Requirements for the quality of the provision of public services. Quality control of utilities. Requirements for the quality of public services
The requirements to the quality of public services, the permissible deviations from these requirements and the permissible duration of interruptions in the provision of public services, as well as the conditions and procedure for changing the amount of utility fees when providing public services of inadequate quality and (or) with interruptions exceeding the established duration are given in the annex No. 1 to the Rules for the provision of public services to owners and users of premises in apartment buildings and residential buildings (approved by Regulation iem RF Government of 06.05.2011 number 354).
Cold and hot water supply
Water supply must be uninterrupted and 24 hours a year. Permissible duration of water supply interruption: 8 hours (in total) within a month, no more than 4 hours at a time, and in case of an accident on a dead-end highway - no more than 24 hours. For each hour of exceeding the allowable duration, the monthly fee is reduced by 0.15%.
The deviation of the pressure standards, as well as the composition of the properties of cold and hot water is not allowed. In case of detection of these violations, recalculation is also made.
The temperature of hot water must be at least 60 ° C at the points of analysis. When the temperature of hot water drops below 40 ° C, the payment for consumed water is made at the rate set for cold water. The permissible deviation at night is not more than 5 ° С, in the daytime - no more than 3 ° С.
The duration of the hot water supply interruption in connection with the annual repair and preventive works in the centralized networks of engineering and technical supply of hot water supply is carried out in accordance with the requirements of the legislation of the Russian Federation on technical regulation (SanPiN 2.1.4.2496-09) and should not exceed 14 days.
Power supply
The permissible duration of a power interruption is not more than 2 hours with two independent power supplies and not more than 24 hours with a single power supply. For each hour of exceeding the allowable duration, the monthly fee is reduced by 0.15%.
Voltage deviation from existing federal standards is not allowed. For every hour of the delivery of the service of improper quality, the fee is also reduced by 0.15%.
Gas supply
Gas supply must be round-the-clock and uninterrupted. The allowed duration of the break is not more than 4 hours (in total) within a month. For each hour exceeding the hour, the fee is reduced by 0.15%.
Heating period
The beginning and the end of the heating season is determined by the regulatory legal acts of the local government (the beginning of the heating season is set at an average daily outside air temperature below 8 ° C, and the end of the heating season at an average daily outside air temperature above 8 ° C for five consecutive days).
Indoor air temperature
The temperature of the air in the living areas must not be lower than 18 ° C, in the corner rooms - not lower than 20 ° C. Moreover, the permissible temperature reduction at night is not more than 3 ° C, the permissible excess is not more than 4 ° С. The permissible duration of the heating break should not exceed 24 hours (in total) within 1 month, 16 hours at a time - at an air temperature in residential premises from 12 ° C to 18 ° C, 8 hours - at an apartment temperature of 10 ° C to 12 ° C, 4 hours - at a temperature of 8 ° C to 10 ° C. For every hour exceeding the permissible duration, or for each hour of deviation of temperature indicators, the monthly fee is reduced by 0.15%.
Requirements to the quality of public services, violation of which entails a change in the amount of utility bills
1. Uninterrupted 24-hours supply of utility services during the year (heating period for heating):
ХВС: 8 hours (in total) for 1 month; 4 hours at a time, and in case of an accident on a dead-end highway - 24 hours.
DHW: 8 hours (in total) for 1 month; 4 hours at a time, and in case of an accident on a dead-end highway - 24 hours; preventive maintenance once a year.
Wastewater: 8 hours (in total) for 1 month; 4 hours at a time, incl. in case of an accident.
Power supply: two hours - if there are two independent mutually redundant power supplies, 24 hours - if there is one power source.
Gas supply: no more than 4 hours (in total) within a month.
Heating:
- not more than 24 hours (in total) within one month;
- no more than 16 hours at a time - at an air temperature in residential premises from 12 degrees. C to the normative;
-not more than 8 hours at a time - at the temperature of air in living areas from 10 deg. C to 12 deg. C; -not more than 4 hours at a time - at an air temperature in a residential area of 8 degrees. C to 10 deg. C
Reduction in the amount of monthly payment for each hour exceeding the admissible duration of the break in the supply of CU (in total for the billing period) by 0.15% of the fee.
- Reduction of the amount of fees for the amount of the cost of unrepresented public utilities (when calculating by the standards).
2. Constant correspondence of the composition and properties of water SanPin
The allowed duration of breaks or provision of QCs of inadequate quality:
Deviation is not allowed
Procedure for changing the board size:
Payment is not paid for each day of granting CG of improper quality (regardless of the meters)
3. Correspondence of pressure in the water supply system at the point of analysis, network gas pressure:
HWS, DHW: deviation not allowed
Gas supply: deviation of more than 0.0005 MPa is not allowed
At a pressure that is different from the one set at 25 percent: a decrease in the monthly payment for each hour of exceeding (in total for the billing period) by 0.1 percent of the fee.
Procedure for changing the board size:
4. Provision of water temperature at the point of analysis:
- not less than 60 degrees. C
For open district heating systems;
- not less than 50 deg. C
For closed district heating systems;
- no more than 75 degrees. C
For any heat supply system.
The allowed duration of breaks or provision of QCs of inadequate quality:
At night (from 23.00 to 6.00 hours) no more than 5 degrees. C;
In the daytime (from 6.00 to 23.00 hours) no more than 3 degrees
Procedure for changing the board size:
For every three degrees. With a decrease in temperature above the permissible limits:
Reduction of the amount of payment for each hour of exceeding (in total for the billing period) the permissible duration of the violation.
When the temperature of hot water drops below 40 degrees. C: payment for consumed water is made at the rate for cold water
5. Constant compliance of voltage and frequency with the applicable federal standards:
Power supply - Deviation not allowed
Reduction of the fee for each hour of the supply of electricity / energy that does not meet the established standard (in total for the billing period) by 0.15% of the fee.
6. Constant correspondence of the properties and pressure of the supplied gas to federal standards and other mandatory requirements:
Gas supply - Deviation is not allowed
Procedure for changing the board size:
The fee is not paid for each day of granting CG of inadequate quality (regardless of the meters)
7. Provision of air temperature in living areas: in living quarters:
- not below +18 degrees. C (in corner rooms - +20 ° C), and in regions with the coldest five-day period (with a supply of 0.92) - 31 degrees. C and below - +20 (+22) deg. C; in other rooms - in accordance with GOST R 51617-2000;
(the requirements for ensuring the set temperature are applied at an ambient air temperature not lower than the design temperature when designing a heating system for the region and subject to mandatory measures for the insulation of the premises).
Heating - At night (from 0.00 to 5.00 hours) - no more than 3 degrees. C and the permissible excess of the standard temperature - no more than 4 degrees. C.
During the rest of the day (from 5.00 to 0.00 hours), the deviation of the air temperature in a residential area is not allowed.
Procedure for changing the board size:
For each hour of the deviation of the air temperature in the residential premises (in total for the billing period) the monthly fee is reduced:
At 0.15% of the size of the board, determined from the readings of the meters for each degree of temperature deviation;
On 0,15% of the size of the fee, determined on the basis of the norms of consumption of public services (in the absence of meters), for every degree of temperature deviation.
8. Conformity of the pressure in the in-house heating system to the set values:
Deviation is not allowed
Procedure for changing the board size:
At a pressure that differs from the established one by more than 25 percent: payment is not paid for each day of granting CG of inadequate quality (regardless of metering devices)
The public services provided to citizens must be of proper quality. The supply of apartment buildings with the necessary resources must be uninterrupted. Fan turns off light or water outside the law.
Above all the Criminal Code there is a higher body - the housing inspection. There are also district housing agencies, there are housing management companies and housing committees over them. In order to measure the round-the-clock and uninterrupted supply, you need to call representatives of the housing inspection so that they come and measure what quality you have heating, water, how long it goes down the pipes in the mornings and evenings, and made up the act.
The employee of the housing inspection is called free of charge. But you need to understand that if you open a water tap with water in the afternoon, then the hot water you run is very cheerful, and there's nothing to look at. You need to make the necessary measurements in the morning. If the employees of the housing inspectorate can not come to you at this time, you need to measure everything yourself.
For example, at 7 am, you have cold water coming from the tap instead of a hot one. The order of measurements is as follows. They opened the tap with hot water, and cold water went. For example, it went for 15 seconds, then it began to heat up slightly, and only after 10-11 it became possible to wash. All these data must be entered into the act and passed to the Housing Inspectorate. The act must be witnessed by three people who are not in kinship, that is, with different surnames. It is best if they are neighbors. Because they may have a similar situation, you can do everything collectively and submit several such complaints at once.
All types of utilities, and HWS, and DHW, and water disposal, and electricity, and gas supply must be provided continuously and around the clock throughout the year, heating - during the heating season. There are standards for each type of utility service, where it is prescribed, what delays in delivery are allowed, for what reason and for what maximum period. Everything should be within the law.
Water supply. Particular attention should be paid to the quality of water supply, because water is our everything. A person is 80% water. And as they say in a famous joke, if you do not have goals in life, then you are just a vertical puddle. But we are not here about goals, but about water, and it must be of proper quality. The properties and composition of water are of enormous importance.
Power supply. Voltage and frequency of electricity must comply with federal standards, no deviations are allowed. This is spelled out in GOSTs 13109-97 and 29322-92. If these GOSTs are not observed, knocking out plugs, fixing the voltage drops, then the technique breaks down.
What should I do if the technique is burnt out? Call the elder on the porch, three neighbors and draw up an act, by hand, in free form. Describe the entire sequence of actions and indicate which technique and what value burned. Tell you what you did, whether you included something extra in the network or not, whether the cotton at some point or all went out quietly. In a free form, describe the situation and be sure to specify the time. Call an engineer from the Criminal Code or the HOA, so that he also witnessed all this.
If there was a day, then the home could be young mummies or grandmothers, retired, who need to take evidence. If the fact of voltage drop is confirmed, you will be compensated for the rent. If you have something burned, for example, a microwave or a toaster, then you will not be reimbursed for their cost, but they can offer either repairs at the expense of CC, or for this amount you will not pay utility bills for a certain period of time.
Gas supply. All requirements to it are determined by GOST 5542-87. Deviations of the properties of gas from the requirements of legislation are not allowed. Pipes should be smooth, in which nothing buzzes and does not hiss. If something is not right, you need to act in the same way as with water and electricity. The complaint can be sent to the Criminal Code and in parallel to the Housing Inspectorate. Because if you send only to the Criminal Code, they can let it down on the brakes. Therefore, it is better to immediately write to the higher authorities, and Rospotrebnadzor, he is obliged to control and zhishshchno-utilities, including.
Quality control of utilities
You received a receipt for payment, and you ran to pay it. Why? Because you consume gas, electricity, use the services of janitors, elevators, entrances, stairs, etc. But, firstly, there are a lot of graphs in the receipt, and the amount of payment in each column must be rechecked. Secondly, you have a graph of "maintenance", that is, maintenance and repair of housing, cleaning the staircase, and adjacent areas. Remember whether all this is done regularly. If so, very cool. If not, remember when you last renovated the frames, doors, painted walls, ceilings, when the dehumidification of basements was being carried out, lighting devices and rotten pipes changed?
Remember when you had it? Most likely, they did not remember, because it was a long time ago. Current repairs in homes often do not happen for 5-10 years. And money for it is collected regularly. The receipt comes, and the amount is there. According to the law on the protection of consumers' rights, collecting money for services of inadequate quality, the Criminal Code, and together with it, district departments and housing committees, commit a criminal offense and fall under article 159 of the Criminal Code. This is one of the areas where the debts of the Criminal Code are formed in front of citizens.
The very fact that there is no repair for a long time is half the trouble. Another misfortune: the lack of repair can lead to danger to your health, because the fungus, mold, and rodents that will erode plaster, paint, brick foundation can spread around the house, and this is an immediate threat to life and health. There is no longer aesthetics, as it were.
Many UK and would be happy to repair everything, but they simply do not have the money for that, so all these huge expenses are shifted to tenants.
There are such documents - SNIPs, construction norms and rules, and SanPiens - sanitary rules and regulations. And they detail how the temperature of the water in the batteries should be, the water pressure in the pipes, what are the standards of error and the timing of the emergency shutdown. And in the contracts that the UK must conclude with citizens, these standards should be spelled out. Both the quantity and quality of the services provided, and on what basis they are subject to payment. And there must be a mutual responsibility for violation of these norms and conditions of contracts. Not only the owner of the apartment owes everything to everyone, like the land to the collective farm, but also the Criminal Code is responsible to the owners of the dwelling. The temperature in the room should be at least 18 degrees, the pressure of cold water is not lower than 3 atmospheres, etc. These standards must necessarily be in front of you.
Take your payment receipts. Forms of payment receipt can be very different. But your housing committee should have a document that approves the form of this payment document. In each region this form can be the same as the decision of the housing committee. We have the Resolution of the Government of the Russian Federation No. 354 "On the provision of public services to owners and users of premises in multi-apartment buildings and residential buildings." There there is an appendix 2 where formulas are given on which the payment for utilities is calculated. AT paragraph 69these rules describe the requirements for payment documents.
The payment document specifies:
a) the postal address of the residential (non-residential) premises, information on the owner (owners) of the premises (indicating the name of the legal entity or the surname, name and patronymic of the individual), and for residential premises of the state and municipal housing funds - information on the tenant of the dwelling indicating the surname, name and patronymic of the employer);
b) the name of the contractor (indicating the name of the legal entity or the surname, first name and patronymic of the individual entrepreneur), the number of his bank account and bank details, address (location), contact phone numbers, fax numbers and (if available) e-mail address, address site of the performer in the Internet;
c) an indication of the paid month, the name of each type of paid utility service, the amount of tariffs (prices) for each type of the corresponding communal resource, units for measuring the amount (amount) of communal resources (when applied for utilities for hot water supply of hot water tariffs, consisting of a component on cold water used for the provision of public hot water services and a component for heating energy used to heat water for the purpose of providing Nia communal hot water services, - the value of each component, volume measurement unit (amount) of hot water and heat at full size);
d) the amount of each type of public services provided to the consumer for the settlement period in a residential (non-residential) premises, and the amount of payment for each type of communal services provided, determined in accordance with these Rules;
e) the amount of each type of communal services provided for the billing period for general house needs per user, and the amount of payment for each type of such public services determined in accordance with these Regulations;
e) the total amount of each type of communal services for general housing needs provided in an apartment building for a billing period, the testimony of a collective (common house) meter of the corresponding type of communal resource, the total amount of each type of public services provided in all residential and non-residential premises in an apartment building, the volume of each type of communal resource used by the contractor for the billing period in the production of public utility services for heating and (or) hot water supply (in the absence district heating and (or) the hot water);
g) Information on the amount of recalculation (additional charge or reduction) of utility fees with indication of the grounds, including in connection with:
use of living quarters by temporary residents;
provision of municipal services of inadequate quality and (or) with interruptions exceeding the established duration;
temporary absence of the consumer in the occupied residential premises, not equipped with individual and (or) common (flat) meters;
payment by the executor to the consumer of penalties (fines, penalties) established by federal laws and the contract containing provisions for the provision of public services;
other grounds established in these Rules;
h) information on the amount of the debt of the consumer to the executor for the previous accounting periods;
i) information on granting subsidies and privileges for payment of utility services in the form of discounts (before switching to granting subsidies and compensations or other measures of social support of citizens in cash);
j) information on installments and / or deferment of payment of utility bills provided to the consumer in accordance with clauses 72 and 75 of these Rules;
k) other information subject to these Regulations, regulatory acts governing the procedure for establishing and applying a social rate of consumption of electricity (capacity), and a contract containing provisions for the provision of public services, inclusion in payment documents.
The receipt must include the name of the owner. Not the payer, but the owner. Also, the postal address with the index and the performer should be specified, and not only the payee. The tariffs, units of measure, the amount of resources actually consumed and the amount to be paid should be indicated. The meter reading should be indicated both for the apartment and for the house.
But in the receipt of this everything, as a rule, does not happen. It does not comply with the established standards.
If you have entered into real contracts with service providers, then several receivers must be indicated on the receipt, since each of them provides its own separate service. But this is possible only if you have direct management of the apartment building or a contract of social investment, and the apartment belongs to the state, and the state receives resources from all the performers separately.
In general, you need to pay only for what you actually consume: cold water, gas, electricity, heating. But here you have to be careful. For example, there are no batteries in the corridor, and you can be counted on the entire area of the apartment. Then you need to call the representatives of the company and count everything, show that you do not have batteries in the corridor, so it is not entirely correct to consider the total area.
If you have a receipt for payment for intercoms, radios, antennas and TV, and you do not use them, then decide for yourself whether you should pay for them.
Requirements for the quality of public services
Water. Water supply must be uninterrupted and round the clock. For cold water, a break is allowed not more than 8 hours per month (that is, for a whole month not more than 8 hours) and not more than 4 hours in a row. If the accident is on the highway, then the maximum interruption can be 24 hours. For hot water supply - no more than 8 hours per month and no more than 4 hours in a row, in case of an accident - 24 hours. For scheduled operations, once a year, the shutdown is allowed for no more than 14 days. These scheduled works should be notified within 10 working days, that is, in two weeks.
Cold and hot water in its properties and composition must meet certain standards. They are set out in SanPiN 2.1.4.1074-01. There can be no deviations from the norms. Pressure in the system of cold and hot water supply at the point of analysis (crane sink, sink, bathroom) - 0.03 milliampere. Very approximately the water pressure in the faucets can be checked: take a three-liter jar, turn on the water, and at normal pressure it will be completely filled with water in 8.5 seconds. This, of course, is not accurate, but at least it will allow you to understand whether it is necessary to invite a specialist with a monometer to make precise measurements, or not.
The temperature of hot water must be at least 60 degrees for open heating systems and at least 50 degrees for closed central heating systems. The heat and water supply network has a common heater, but different piping systems. That is, it's a closed system. In any system, the temperature of hot water should not be above 75 degrees, if it is higher, it is already a violation. At night, from 11 pm to 6 am, the temperature can deviate from the norm by no more than 5 degrees, and in the daytime, from 6 am to 11 pm, the deviation is allowed no more than 3 degrees.
Wastewater (sewage). The allowed break is not more than 8 hours per month, not more than 4 hours in a row, including during an accident.
Power supply. It can be switched off for no more than 2 hours in a row with interconnected power supplies, and for 24 hours, if there is one power source. What kind of power source do you have? Not by phone, not by personal conversation, but in writing, so you have a documentary confirmation of their response.
Heating. It is possible to switch off for a period of no more than a day for a month and not more than 16 hours at a temperature of air in living areas above 16 degrees. Not more than 8 hours in a row at an air temperature of 10-12 degrees. No more than 4 hours at a temperature of 8-10 degrees.
The temperature of the air in living quarters should be not lower than 18 degrees, in corner rooms - 20 degrees. In cold regions, when the air temperature falls below -31 degrees, the temperature in the room should be at least 20 degrees. And if it goes down, then no more than 3-4 degrees.
What to do if utilities are of poor quality
Declare this to the executor if there is direct communication with the resource-supply company, or in the Criminal Code, if there is no such communication. After you wait for the check. It should be carried out either by the senior on the entrance, or the manager of the Criminal Code, or the representative of the housing commission, if necessary, require these people to conduct an examination. If the inadequate quality of the services provided is confirmed, require recalculation. Today, many demand it and get it easily enough.
What you need to know about counters
Meters are house-building and apartment. The installation of house-counters is the duty of the public service provider, that is, the CC. And apartment counters are a business of tenants of an apartment, each of them puts to itself. If resources directly deliver resource-sharing companies, then this is their area of responsibility. Sometimes they put CC or HBC.
A very important point: after installation, the counter must be sealed. It happens that some comrades in uniform come and offer to change the counter quickly and inexpensively. Before doing this, make sure that it is broken or gives incorrect readings. If the counter works and shows the correct data, you do not need to change it.
There is no requirement to change the counter every 5 or 10 years. Just periodically you need to invite a specialist and conduct his examination. Call a specialist from the UK or his plumbing, whom you trust. The call of a specialist from the CC for the population is free.
Another important point. Counters are single-phase and two-phase, single-rate and two-tariff. One-tariff - when one tariff operates round the clock, and two-tariffs - when one tariff is applied at night, lowered, and in the daytime another tariff, standard. And there were cases when specialists in uniform changed two-rate counters for one-tariffs. On what grounds - it is not clear. Therefore, it is better to call a separate specialist, he will check the counter, re-seal it, and he will continue to work on the same tariffs.
Communal have the right to take meter readings every six months, consumers - once a month, for example, on the 25-26th. It is better for all tenants at home to do this at one time. When all the indications are removed on the same date, the sum of all the figures will more or less coincide with the indicator of the house-count meter.
Why is it important. For example, they took readings on the water, stacked them in all the apartments, and it turned out that the water in the house consumed much more. And they began to find out whose water it was, and who spent it. It happens that there are shops, restaurants or ateliers in the house that do not connect to the meters, but they consume water, and as a result it is written off for general house needs, that is, you incur additional expenses.
Or if there are unregistered tenants living in some apartments without counters who also consume water, and it is counted not according to the meter, but by the standard for one registered person. The excess of the standard is not fixed at all, and ultimately falls on the general needs. If you have any additional costs, you need to look for extreme people who consume water or other resources in a quiet way. They are easy to identify if you take the testimony in one day.
When mass installation of meters for water began, people at first rejoiced that they began to pay less, because they consumed less water than the norm. But now many began to complain, because in the houses there are apartments both with counters and without counters. What does this lead to? For example, in a multi-apartment building, 100 cubes of water were consumed per month, 50 of them were consumed according to meters, 30 cubes according to tariffs that are not according to meters, but according to specifications, and there were still unidentified 20 cubes that were brought to public house and all evenly scattered. Logically, if you have a counter, you have to pay only for what it showed. Therefore, the payment of common property needs remains at your discretion. Their legality is extremely controversial.
There is an opinion that counters are not good. Because it is almost impossible to get rid of them. It's easy to put them, and it's difficult to dismantle. There are many companies that counters put, and the companies that dismantle them are single. According to our information, there is an unofficial agreement with the Criminal Code and the Housing Inspectorate to keep the counters from being removed. Because if there is no counter, payment for services is made according to the consumption standard established at the local legislative level.
Conditionally, within the framework of this standard, you have the right to spend 100 cubic meters of water per month. At the same time, you can pour it as much as you like, the standards are set with a good margin. On it you once paid and are calm. And on the meter you have to pay for each drop. Therefore it is worthwhile or not worthwhile to put the counters, you decide. The law does not require that 100% of the population install meters, this is a voluntary matter. If someone is registered one, and rents an apartment to a family and does not have a counter, then the water in the apartment will be consumed more than the standard.
The norm of consumption is the average volume of water, gas, electricity, other resources that one person uses in one month. The standard of consumption of municipal services is established by the local authority and is applied when charging utility bills, if there is no meter. The norms for the consumption of public services are approved by regional authorized bodies, in addition to the standard for gas and electricity consumption, which are set at the federal level.
Svetlana Shevchenko, Alexander Belanovsky
