Current rules for the provision of public services to citizens: standards and quality standards. Current rules for the provision of public services to citizens: norms and quality standards Changes regarding the procedure for the provision of public services

In order to implement Article 159 of the Housing Code of the Russian Federation and Moscow City Law No. 54 of November 1, 2006 “On the standards of the city of Moscow used in determining the rights of citizens to provide subsidies for the payment of housing and utilities”, the Moscow Government decides:

1. Approve:

1.1. The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities for users of residential premises in the state or municipal housing stock, tenants of residential premises under a rental agreement in a private housing stock and members of a housing cooperative, housing construction cooperative, another specialized consumer cooperative to which residential premises were provided in accordance with the requirements of the legislation of the Russian Federation before they acquired ownership of such residential premises (Appendix 1).

1.2. The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities for tenants of residential premises owned by the city of Moscow, under a social tenancy agreement for residential premises and an agreement for the rental of specialized residential premises, which are provided with social support measures according to payment for housing and utilities or whose family members are provided with the specified measures (Appendix 2).

1.3. The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities to owners of residential premises who are obliged, in accordance with the requirements of housing legislation, to pay contributions for the overhaul of common property in apartment buildings (Appendix 3).

1.4. The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities to owners of residential premises who do not pay contributions for major repairs of common property in apartment buildings in accordance with the requirements of housing legislation (Appendix 4).

2. Decree of the Moscow Government of December 13, 2016 No. 849-PP “On approval of the size of the cost standard for housing and communal services” shall be declared invalid.

4. Entrust control over the implementation of this resolution to the Deputy Mayor of Moscow in the Moscow Government for economic policy and property and land relations N.A. Sergunina.

Mayor of Moscow S.S. Sobyanin

The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities for users of residential premises in the state or municipal housing stock, tenants of residential premises under a rental agreement in a private housing stock and members of a housing cooperative, housing construction cooperative, another specialized consumer cooperative to which residential premises are provided in accordance with the requirements of the legislation of the Russian Federation before they acquire ownership rights to such residential premises

The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities for tenants of residential premises owned by the city of Moscow, under a social tenancy agreement for residential premises and an agreement for the rental of specialized residential premises, which are provided with social support measures according to payment for housing and utilities or whose family members are provided with these measures

The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities to owners of residential premises who are obliged, in accordance with the requirements of housing legislation, to pay contributions for major repairs of common property in apartment buildings

The size of the standard for the cost of housing and communal services used to calculate the amount of subsidies for the payment of residential premises and utilities to owners of residential premises who do not pay contributions for major repairs of common property in apartment buildings in accordance with the requirements of housing legislation

The posting of regulatory legal acts of regions on the Rossiyskaya Gazeta website does not constitute their official publication

1. Standard for the standard area of ​​residential premises used to calculate subsidies (approved by the Moscow City Law of November 1, 2006 No. 54 On the standards of the city of Moscow used in determining the rights of citizens to provide subsidies for the payment of residential premises and utilities

2. Standard for the cost of housing and communal services. In accordance with the resolution of the Moscow Government dated
December 4, 2018 No. 1499-PP “On approval of the size of the cost standard for housing and communal services” from January 1, 2019. In Moscow, 4 types of cost standards for housing and communal services have been established:

For users of residential premises in the state or municipal housing stock, tenants of residential premises under a lease agreement in a private housing stock and members of housing complexes, housing cooperatives, and other specialized consumer cooperatives before they acquire ownership of such residential premises - standard 1;

For tenants of residential premises owned by the city of Moscow, under a social rental agreement for residential premises and an agreement for the rental of specialized residential premises, who are provided with social support measures for paying for residential premises and utilities, or whose family members are provided with the specified measures - standard 2;

For owners of residential premises who are obliged, in accordance with the requirements of housing legislation, to pay contributions for major repairs of common property in apartment buildings - standard 3;

For owners of residential premises who do not pay contributions for major repairs of common property in apartment buildings in accordance with the requirements of housing legislation - standard 4.

Note: If, in addition to the applicant and his family members at the place of residence, other citizens are registered in this residential premises, then the standard for the cost of housing and communal services is applied per each family member, the number of which is taken to be equal to the number of all citizens registered in this residential premises at the place of residence ( regardless of their basis of residence and whether or not they have an independent right to a subsidy).

3. The standard for the maximum permissible share of citizens’ expenses for paying for housing and utilities in the total family income (approved by the Moscow City Law of November 1, 2006 No. 54 On the standards of the city of Moscow used in determining the rights of citizens to provide subsidies for paying for housing and utilities services

GOST R 51617-2014

NATIONAL STANDARD OF THE RUSSIAN FEDERATION

Housing and communal services and management of apartment buildings

PUBLIC UTILITIES

General requirements

Services of housing maintenance, public utilities and administration of apartment buildings. Public utilities services. General requirements.

OKS 03.080.30

Date of introduction 2015-07-01

Preface

1 DEVELOPED by the non-profit partnership of the self-regulatory organization "Managing companies of housing and communal services of the Kaliningrad region" Real Estate Management Standards ", with the participation of OJSC "Academy of Public Utilities named after K.D. Pamfilov" (AKH), ​​Federal State Budgetary Educational Institution of Higher Professional Education "Tambov State Technical University"

2 INTRODUCED by the Technical Committee for Standardization TC 393 “Services in the field of Housing and communal services and management of apartment buildings”

3 APPROVED AND ENTERED INTO EFFECT by Order of the Federal Agency for Technical Regulation and Metrology dated June 11, 2014 N 544-st

4 INSTEAD GOST R 51617-2000 Housing and communal services. General technical conditions


The rules for the application of this standard are established in GOST R 1.0-2012 (Section 8). Information about changes to this standard is published in the annual (as of January 1 of the current year) information index "National Standards", and the official text of changes and amendments is published in the monthly information index "National Standards". In case of revision (replacement) or cancellation of this standard, the corresponding notice will be published in the next issue of the information index "National Standards". Relevant information, notices and texts are also posted in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet (gost.ru)

Introduction

Introduction

This standard is part of a unified structure of national standards, united in the series “Housing and communal services and management of apartment buildings”.

The use of this standard makes it possible to create a unified and effective system for the management and maintenance of apartment buildings, ensuring their standard technical condition, safe operation and comfortable living conditions, as well as meeting the requirements of technical regulations, sanitary and epidemiological requirements, the Housing Code of the Russian Federation and other legal acts .

When transferring the operation of an apartment building and the performance of work (services) related to its management and maintenance on the basis of the voluntary application of national standards from the series “Housing and communal services and management of apartment buildings”, it is advisable to establish a transition period taking into account the professional training and work experience of the contractor and contractors for the application of such national standards.

1 area of ​​use

This standard applies to utilities provided by a person under a concluded agreement for the management of an apartment building.

The standard is intended for use by persons providing management services for apartment buildings, as well as contractors engaged to perform certain work (services) and owners (consumers) acting as customers of such services.

2 Normative references

This standard uses normative references to the following documents:

GOST 8.156-83 State system for ensuring the uniformity of measurements. Cold water meters. Methods and means of verification

GOST 12.0.004-90 System of occupational safety standards. Organization of occupational safety training. General provisions

GOST 5542-87 Natural flammable gases for industrial and municipal purposes. Specifications

GOST 13109-97 Electrical energy. Electromagnetic compatibility of technical equipment. Standards for the quality of electrical energy in general-purpose power supply systems

GOST 20448-90 Hydrocarbon liquefied fuel gases for municipal and domestic consumption. Specifications

GOST 29322-92 (IEC 38-83) Standard voltages

GOST 30494-96 Residential and public buildings. Indoor microclimate parameters

GOST R 12.4.026-2001 System of occupational safety standards. Signal colors and safety signs

GOST R 51232-98 Drinking water. General requirements for organization and methods of quality control

GOST R 56038-2014 Housing and communal services and management of apartment buildings. Management services for apartment buildings. General requirements

GOST R 56037-2014 Housing and communal services and management of apartment buildings. Dispatch and emergency repair services. General requirements

GOST R 51929-2014 Housing and communal services and management of apartment buildings. Terms and Definitions

GOST R 54964-2012 Conformity assessment. Environmental requirements for real estate

SNiP 2.01.01-82 Construction climatology and geophysics

SNiP 2.04.01-85 Internal water supply and sewerage of buildings

Note - When using this standard, it is advisable to check the validity of the reference standards in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet or using the annual information index "National Standards", which was published as of January 1 of the current year, and according to the releases of the monthly information index "National Standards" for the current year. If the reference standard to which an undated reference is given is replaced, it is recommended to use the current version of this standard, taking into account all changes made to this version. If a dated reference standard is replaced, it is recommended to use the version of that standard with the year of approval (adoption) indicated above. If, after the approval of this standard, a change is made to the referenced standard to which a dated reference is made that affects the provision referred to, it is recommended that that provision be applied without regard to that change. If the reference standard is canceled without replacement, then the provision in which a reference to it is given is recommended to be applied in the part that does not affect this reference.

3 Terms and definitions

This standard uses terms adopted in accordance with GOST R 51929, as well as the following terms with corresponding definitions:

3.1 customer: The owners of premises in an apartment building, or a person authorized by the owners, holding more than fifty percent of the votes of the total number of votes of the owners of premises in a given building, acting as one party to the concluded agreement, the governing body of a homeowners' association, the governing body of a housing cooperative or the governing body of another specialized consumer cooperative, the person who accepted the apartment building from the developer (the person ensuring the construction of the apartment building).

3.2 executor: A person who provides the consumer with management services for an apartment building.

3.3 service consumer: A person who uses, on the basis of ownership or other legal basis, premises in an apartment building, management services, and consumes utilities.

4 General requirements

4.1 The provision of utilities to consumers in the form of electricity, heat, gas, water supply and sanitation is carried out by the contractor in accordance with the legislation of the Russian Federation as part of the execution of a management agreement for an apartment building, in accordance with GOST R 56038, by concluding agreements with resource supply organizations.

4.2 The composition of utility services provided to consumers in apartment buildings is determined depending on the availability of designed and installed appropriate in-house utility systems, the presence in the territory where the apartment building is located, appropriate utility networks and their connection to these networks.

4.3 The provision of utility services to consumers in an apartment building begins from the moment established by the housing legislation of the Russian Federation, including in accordance with - taking into account the requirements established in.

5 Concluding agreements with resource supply organizations for the supply of utility resources to an apartment building

The procedure for concluding contracts with resource supplying organizations for the supply of communal resources to the point of delivery, and assessing the quality of the service provided is carried out in accordance with GOST R 56038 clause 5.6.

6 Providing utility services to consumers

6.1 Heating utility service

Utility heat supply services (including the supply of solid fuel in the presence of stove heating) are carried out in accordance with the legislation of the Russian Federation and must ensure heat supply to the premises included in the apartment building. The heat supply service must be provided around the clock, continuously during the heating period, that is, uninterruptedly or with interruptions not exceeding the duration established in Appendix No. 1.

Providing heat supply utilities to consumers in an apartment building is provided by:

- concluding an agreement with a resource supplying organization for the supply of a utility resource (heat energy, coolant) to the point of delivery, with the use of which the contractor provides consumers with a utility heat supply service;

- monitoring the compliance of the technical parameters of the utility resource supplied by the resource supplying organization to the point of delivery (heat energy and coolant), in accordance with which the heating networks were built, according to the temperature schedule in accordance with SNiP 2.01.01;

- performing work on the maintenance of the in-house engineering and technical support system, with the use of which heating is provided to consumers in an apartment building;

- ensuring efficient operation of the ventilation system, ensuring normal air exchange in the premises and heating of the supply air;

- maintaining and increasing (if necessary) the effectiveness of thermal protection of non-transparent enclosing structures and translucent enclosing structures of an apartment building.

Based on the technical documentation, an instruction manual for the operation of an apartment building must be drawn up, which must contain a section on the operation and maintenance of the in-house heat supply system.

6.2 Utility hot water service

The public service of hot water supply to consumers in an apartment building is carried out in accordance with the legislation of the Russian Federation and must provide round-the-clock, uninterrupted hot water supply throughout the year, that is, uninterruptedly or with interruptions not exceeding the duration established in accordance with Appendix No. 1.

The provision of public hot water supply services to consumers in an apartment building is provided by the contractor as part of the implementation of the apartment building management agreement using the following means:

- concluding an agreement with a resource supplying organization for the supply of a utility resource to the point of delivery, with the use of which the contractor provides hot water supply utility services to consumers;

- control for compliance of the technical parameters of the communal resource (cold water, thermal energy used to heat it), including according to GOST R 51232 and;

- performing work on the maintenance of the in-house engineering and technical support system, with the use of which hot water supply is provided to consumers, ensuring compliance with the requirements established by and.

Based on the technical documentation, an instruction manual for the operation of an apartment building should be drawn up, which should contain a section on the operation and maintenance of the hot water supply system.

6.3 Cold water utility service

The utility service of cold water supply to consumers in an apartment building is carried out in accordance with the legislation of the Russian Federation and must provide round-the-clock, uninterrupted cold water supply throughout the year, that is, uninterruptedly or with interruptions not exceeding the duration established in Appendix No. 1.

The provision of cold water supply utilities to consumers in an apartment building is provided by the contractor as part of the implementation of the apartment building management agreement using the following means:

- concluding an agreement with a resource supplying organization for the supply of a utility resource to the point of delivery, with the use of which the contractor provides cold water supply utility services to consumers;

- control for compliance of technical parameters of the communal resource (cold water), including GOST R 51232;

- performing work on the maintenance of the in-house engineering and technical support system, with the use of which cold water supply is provided to consumers in accordance with SNiP 2.04.01.

Based on the technical documentation, an instruction manual for the operation of an apartment building should be drawn up, which should contain a section on the operation and maintenance of the cold water supply system.

6.4 Public sewerage service (disposal of domestic wastewater)

The public sewerage service is provided in accordance with the legislation of the Russian Federation and must provide round-the-clock, uninterrupted water supply throughout the year, that is, uninterruptedly or with interruptions not exceeding the duration established in accordance with Appendix No. 1.

The provision of public sewerage services to consumers in an apartment building is provided by the contractor as part of the implementation of the apartment building management agreement using the following means:

- concluding an agreement with a resource supplying organization for the supply of a municipal resource to the point of delivery, with the use of which the contractor provides consumers with a public sewerage service;

- monitoring the compliance of technical parameters of a communal resource that provides water disposal through a network of engineering and technical support;

- performance of work (services) in accordance with SNiP 2.04.01 for the maintenance and repair of the in-house engineering and technical support system, with the use of which the contractor provides public sewerage services to consumers.

Based on the technical documentation, an instruction manual for the operation of an apartment building should be drawn up, which should contain a section on the operation and maintenance of the drainage system.

6.5 Electricity utility service

The utility service for power supply to consumers in an apartment building is carried out in accordance with the legislation of the Russian Federation and must provide round-the-clock, uninterrupted power supply throughout the year, that is, uninterruptedly or with interruptions not exceeding the duration established in accordance with Appendix No. 1.

The provision of electrical utility services to consumers in an apartment building is provided by the contractor as part of the implementation of the apartment building management agreement using the following means:

- concluding an agreement with a resource supplying organization for the supply of a utility resource to the point of delivery, with the use of which the contractor provides the utility service of electricity supply to consumers;

- control for compliance of technical parameters of a communal resource, including GOST 13109 and GOST 29322;

- performance of work in accordance with the contents of the in-house engineering and technical support system, with the use of which utility power supply services are provided to consumers.

Based on the technical documentation, an instruction manual for the operation of an apartment building should be drawn up, which should contain a section on the operation and maintenance of the power supply system.

6.6 Gas utility service

The utility gas supply service to consumers in an apartment building (including the supply of domestic gas in cylinders) is carried out in accordance with the legislation of the Russian Federation, including, and must ensure round-the-clock, uninterrupted gas supply throughout the year, that is, uninterrupted or with interruptions not exceeding the duration , established in accordance with Appendix No. 1.

The provision of gas utility services to consumers in an apartment building is provided by the contractor using the following means:

- control for compliance of the technical parameters of the communal resource (natural gas, liquefied gas) supplied by the resource supplying organization to the point of delivery of the communal resource, defined in GOST 5542, GOST 20448 and;

- performing work on the maintenance of the engineering and technical support system in accordance with, with the use of which the contractor provides gas utility services to consumers.

Based on the technical documentation, an instruction manual for the operation of an apartment building must be drawn up, which must contain a section on the operation and maintenance of the gas supply system.

6.7 Sale and delivery of solid fuel.

Solid fuel is sold and supplied to the consumer in accordance with.

7 Ensuring the provision of public services

As part of managing an apartment building in accordance with GOST R 56038 and providing utilities, the contractor provides, among other things:

7.1 Dispatch and emergency repair services

The Contractor provides consumers with 24-hour dispatch and emergency repair services for the engineering and technical support systems of an apartment building in accordance with GOST R 56037.

The Contractor informs consumers about the addresses and telephone numbers of the dispatch center, the Contractor's emergency repair service, joint and (or) unified dispatch services, if such services have been created.

7.2 Accounting and control of communal resources and utilities

The Contractor provides, in accordance with the legislation of the Russian Federation, accounting and control of utility resources supplied by resource-supplying organizations to the point of delivery and utility services consumed by consumers in an apartment building, based on utility consumption standards and (or) meter readings, if any.

Installation and commissioning of common house metering devices, individual, common (apartment) or room metering devices in accordance with GOST 8.156, , , , .

Note - The accuracy class of a common house metering device must correspond to the accuracy class of metering devices installed in premises owned by the owners and vice versa.

7.3 Taking readings from metering devices

The Contractor, in accordance with current legislation, organizes and ensures monthly readings from general house metering devices that take into account the consumption of utility resources supplied by resource supply organizations to the point of metering of the utility resource, as well as receiving readings from metering devices installed in premises owned by the owners, taking into account consumed them utilities.

The contractor must have a developed and approved procedure for taking readings from metering devices and storing the information received. The Contractor appoints someone responsible for performing these works.

7.4 Documentary evidence of the provision of utility services of inadequate quality

The Contractor provides documentary evidence of the provision of utility services of inadequate quality.

The procedure for independently establishing the fact of provision of utility services of inadequate quality and (or) with interruptions exceeding the established duration, including on the basis of consumer requests, is carried out in accordance with GOST R 56038, paragraph 5.13.

Determination of deviations in indicators inside the premises of apartment buildings is carried out in accordance with regulations, including GOST 30494-96.

The contractor must have a developed and approved procedure for confirming the provision of utility services of inadequate quality and a person responsible for its implementation must be appointed.

7.5 Documentary confirmation of the fact of supply of a utility resource of inadequate quality

The procedure for establishing the fact of delivery by resource supplying organizations to the metering point of a utility resource that does not meet the technical parameters and (or) with interruptions exceeding the established duration is determined taking into account the requirements of the legislation of the Russian Federation, as well as the terms of the agreement concluded by the contractor with the resource supplying organization and is confirmed by an act that is drawn up within the time frame and according to the procedure determined by the legislation of the Russian Federation and the terms of the agreement.

Note - If the contractor has installed monitoring devices that have the appropriate permits (certificates) for their use, and which allow monitoring the parameters and (or) volume of the communal resource supplied by the resource supplying organization, the deviation of the parameters and (or) volume of the communal resource recorded by such devices is the basis for the contractor to recalculate payment for such a utility resource.


The contractor must have a developed and approved procedure for documenting the fact of supply of a utility resource of inadequate quality and assigned a person responsible for its implementation.

7.6 Accrual, calculation and recalculation for consumed utilities and utility resources

The procedure for calculating, determining the amount of payment for utility services, recalculating the amount of payment for certain types of utility services during the period of temporary absence of citizens in the occupied residential premises, the procedure for changing the amount of payment for utility services when providing utility services of inadequate quality and (or) with interruptions exceeding the established one the duration, grounds and procedure for suspending or restricting the provision of utility services, as well as issues related to the onset of liability of providers and consumers of utility services, are carried out in accordance with current legislation.

The contractor must have an electronic information program, using which qualified specialists make accruals and recalculations.

7.7 Suspension or restriction of the provision of utility services to consumers

The procedure for suspending or restricting the provision of utility services to consumers is carried out in accordance with the legislation of the Russian Federation.

When suspending or restricting the provision of utility services to consumers, the contractor must:

- have knowledge of the legislation regulating the procedure for suspending or limiting the provision of utility services to consumers;

- have means and devices that are used to suspend or restrict the provision of utility services to consumers;

- have qualified specialists capable of performing work to suspend or limit the provision of utility services to consumers in accordance with the requirements of the legislation of the Russian Federation.

Note - The Contractor may entrust the performance of work to suspend or limit the provision of utility services to consumers to a third-party organization, which includes qualified specialists, the necessary resources and equipment, by concluding an appropriate agreement with it.

7.8 Conducting claim and claim work

The Contractor carries out claim and claim work with debtors who do not pay or do not pay in full for the utility services they consumed in an apartment building, including with resource supply organizations, if they supply a utility resource that does not meet the requirements established in the contract, as well as with others participants in contractual relations who improperly fulfill the terms of contracts when providing utility services.

The contractor must have qualified specialists.

Note - The Contractor may enter into an appropriate agreement with a specialized organization.

7.9 Organization of energy saving and energy efficiency measures

Works (services) on energy saving and increasing energy efficiency are carried out in accordance with, ,.

Note - In cases where in an apartment building the amount of charges for utilities, including for general house needs, exceeds the corresponding standards for the consumption of utility services for general house needs established in the region, or when the customer has a need to reduce utility costs, the contractor may offer the customer to conclude an energy service agreement in accordance with and, the condition of which should be a reduction in the consumption of utilities in an apartment building, including for general house needs.


The contractor must have qualified specialists with experience in developing energy saving programs and measures.

Note - The Contractor may enter into an agreement with an energy service company.

7.10 Information disclosure and transparency

The Contractor discloses information in accordance with.

The Contractor provides information to local authorities in accordance with.

8 Requirements for the contractor when providing utility services

When providing a utility service, the contractor must:

- appoint responsible persons for concluding and maintaining contracts with resource supply organizations for the supply of utility resources, ensuring:

a) establishment in the contract with resource supplying organizations of the appropriate technical parameters supplied to the point of delivery (point of metering) of utility resources;

b) establishing, based on the requirements of the legislation of the Russian Federation, a clear and economically justified procedure for recalculating (reducing) payment in the event of a supply of a low-quality utility resource by a resource supplying organization;

Note - The Contractor must include qualified specialists with special knowledge of solving economic, legal and technical issues, including calculation and accrual for consumed utility resources.


- the contractor has qualified specialists who ensure the standard technical condition of in-house engineering support systems.

Note - The Contractor may entrust the work on the maintenance of in-house engineering and technical support systems to a third-party organization that has qualified specialists and the necessary resources by concluding an appropriate agreement with it.

9 Quality control of utility services

To control the quality of services provided, the following methods are used:

- visual control (inspection of the contractor’s premises, equipment used, availability of technical and other documentation);

- analytical (analysis of documentation - the content of contracts, inspection reports, control logs and records of applications, work acceptance certificates);

- sociological (considering complaints, surveying consumers, questioning, etc.)

- comparative (analysis based on archival documents, photographs, acts, application logs and reports, allowing to track changes in the technical condition of an apartment building, its parts, customer (consumer) satisfaction, increasing the comfort of living, reducing energy consumption, reducing the level of payments);

- monitor the performance of specialists and contractor services in the provision of public services, check the culture of service, including on the basis of regular checks of logs kept by dispatch services.

To improve the quality of provision of public services, the contractor must:

- improve the qualifications of specialists by sending them to advanced training courses, master classes, ensure their participation in training seminars, etc.;

- conduct consumer surveys, based on the results of which take measures to eliminate deficiencies;

- monitor compliance with established and adopted regulatory documents and requirements;

- reduce the time required for fulfilling requests received from consumers;

- exchange positive experience with organizations working in the field of housing and utilities services;

- implement quality management systems at the enterprise;

- carry out certification of specialists and works;

- apply electronic programs for managing an apartment building, calculations, accruals, generation and maintenance of technical documentation for an apartment building;

- conduct monitoring among organizations supplying utility resources (if any), choosing those who have stable, most favorable conditions, good reviews and reputation.

(Resolution of the Chief State Sanitary Doctor of the Russian Federation dated September 26, 2001 N 24) SanPiN 2.1.4.559-96 Drinking water. Hygienic requirements for water quality of centralized drinking water supply systems. Quality control

VSN 58-88(r) Regulations on the organization and conduct of reconstruction, repair and maintenance of buildings, communal and socio-cultural facilities

Rules for the technical operation of public water supply and sewerage systems and structures, approved by Order of the State Construction Committee of Russia dated December 30, 1999 N 168
Decree of the Government of the Russian Federation of May 14, 2013 N 410 "On measures to ensure safety when using and maintaining indoor and indoor gas equipment"

Federal Law of June 26, 2008 N 102-FZ "On Ensuring the Uniformity of Measurements"

Order of the Ministry of Industry and Trade of Russia dated January 21, 2011 N 57 "On approval of methodological recommendations on technical requirements for metering systems and devices for water, gas, thermal energy, electrical energy"

Decree of the Government of the Russian Federation of September 4, 2013 N 776 "On approval of the Rules for organizing commercial accounting of water and wastewater"

Decree of the Government of the Russian Federation of January 25, 2011 N 18 "On approval of the Rules for establishing energy efficiency requirements for buildings, structures, structures and requirements for the rules for determining the energy efficiency class of apartment buildings"

Order of the Ministry of Regional Development of Russia dated 09/02/2010 N 394 “On approval of the Approximate form of the list of measures for an apartment building (group of apartment buildings) both in relation to the common property of the owners of premises in an apartment building, and in relation to premises in an apartment building, the implementation of which is more conducive energy saving and increasing the efficiency of use of energy resources"

Federal Law of November 23, 2009 N 261-FZ "On energy saving and increasing energy efficiency and on introducing amendments to certain legislative acts of the Russian Federation"

Order of the Ministry of Regional Development of Russia dated June 27, 2012 N 252 "On approval of approximate terms of an energy service agreement aimed at saving and (or) increasing the efficiency of consumption of utilities when using common property in an apartment building"

Decree of the Government of the Russian Federation of September 23, 2010 N 731 "On approval of the standard for information disclosure by organizations operating in the field of management of apartment buildings"

Decree of the Government of the Russian Federation of December 28, 2012 N 1468 “On the procedure for providing information to local governments by persons supplying resources necessary for the provision of public services, and (or) providing public services in apartment buildings and residential buildings or services (work) for maintenance and repair common property of owners of premises in apartment buildings" (together with the "Rules for the provision of information to local governments by persons supplying resources necessary for the provision of public services and (or) providing public services")

. Interindustry Rules for Labor Protection (Safety Rules) for the Operation of Electrical Installations

Electronic document text
prepared by Kodeks JSC and verified against:
official publication

M.: Standartinform, 2015

Provision to the public is strictly regulated by federal laws, rules, regulations and other acts.

Knowing the standards of their provision, volumes, quality and time of delivery, citizens can achieve improved services. But we must not forget about our responsibilities - the admission of inspectors.

Housing relations between consumers and service providers are impossible without government intervention. It implements it by passing laws and amending them.

The main laws and regulations that guide housing and communal services enterprises are:

In addition, housing and communal services enterprises are guided by many relevant regulations in the course of its activities:

1. Rules for the use of sewerage and water supply systems in the Russian Federation (Government Decree No. 167).
2. Resolution No. 761 defines consumer citizens.
3. Rules for the provision of public services to citizens No. 307 regulate the relationship between owners and end consumers of services with suppliers, and establish standards for the consumption of individual resources.
4. Specialized regulations relating to a specific sector of housing and communal services - gas supply, sewerage, water supply, maintenance of apartment buildings, and so on.

Changes regarding the provision of utility services

The main regulatory document is “Rules for the provision of public services to citizens”, approved by Decree of the Government of the Russian Federation No. 307 of May 23, 2006. In 2015, this document underwent some changes.

Service consumers who have the opportunity to install meters but do not do so will pay more. This measure is intended to encourage the population to install metering devices, both general and individual.

Such a normative act existed before, but was not widely used. Now, after the innovation has been legitimized, the requirements will apply to all citizens without exception.

Consequently, the clause that regulates the charging of fees during verification (temporary absence) of the meter has also changed.

If previously consumption indicators for the three previous months of the “standard” tariff were taken for calculation, now the increased tariff will be taken into account with increasing coefficients. At the beginning of 2017, this figure was 1.5.

The use of increased coefficients is possible if the inspector is not allowed into the apartment or house to take readings more than three months in a row.

Increased tariffs will not apply to gas supply.

Thus, all innovations relate to the use of increasing coefficients in the absence of meters in the premises.

The important thing is that their absence can be justified, for example when there is no technical possibility of installing IPU, OPU. In this case, fees will be charged at the old rates.

General provisions of the Rules

The main points of the document are:

In addition, the general provisions include a definition of the basic terms and concepts used in the provision of housing and communal services.

The document applies to consumers (citizens legally residing in private or state property) and service providers.

Rights and obligations of utility parties

The consumer has the right:

• receive service of appropriate quality, timely and in full;
• uninterruptedly receive utility services, demand an increase in their quality to the established level;
• participate in decision-making regarding common property and local area;
• control and pay for the actual volume of services consumed;
• demand a reduction in payment in the event of interruptions in supplies, poor quality or personal absence from the premises;
• demand compensation for damage if the latter is caused by the fault of the service provider;
• reconcile payments made;
• receive complete information, familiarize yourself with documents and regulations regarding specific services.

The Supplier has the right:

• require timely;
• demand compliance with the rules of housing operation, IPU, OPU;
• receive compensation from the state for consumers who have;
• freely enter the premises to verify readings and serviceability of metering devices.

The consumer undertakes pay for consumed utilities in a timely manner, provide access to the supplier’s representatives to the premises, and independently monitor the serviceability of utility networks in the apartment.

The supplier is obliged provide services in a timely manner, in full, without long interruptions, of established quality, enter into an agreement with the consumer and monitor the technical condition of systems in the house.

Quality Standards

Housing and communal services must be provided in accordance with GOST R 51617-2000, federal laws and other regulations.
All services must be provided in the volume established for the needs of the population to ensure continuous consumption.

Breaks are allowed only if carrying out repairs or force majeure.

All services must be safe for the health and life of the population.

The supplier must carry out quality control of services:

• visual;
• analytical;
• instrumental.

Devices, products, substances used to provide services also must be controlled and meet standards.

Payment procedure for housing and communal services

The Housing Code obliges the consumer:

• both enterprises and individuals;
• make payment by the 10th of each month;
• draw up payment documents in accordance with received receipts;
• receive if there are grounds;
• pay for all premises owned by;
• in some cases, not only current, but also major repairs of common property in apartment buildings are subject to payment.

Resolution of disputes and disagreements

Disputes between the consumer and the contractor may have the following types:

It is in the housing and communal services sector that mediators are not popular. The reason is banal - the party that did not receive its due considers itself right and seeks to punish the culprit. At the same time, she does not take into account that the trial can drag on for years, and may be accompanied by a large expenditure of money, effort and time.

Mediation in housing and communal services aimed at reconciling the parties, compensation for damage to the victim in a short time.

But until amendments are made to the current legislation obliging the parties to the dispute to use mediation, communal conflicts will be resolved in court.

Video: Russia has increased utility consumption standards

The report discusses the problem of calculating the cost of consumed utilities in the presence or absence of individual metering devices.

It describes what increasing coefficients will be introduced for owners of residential premises that are not equipped with meters.