What to do if the water in the tap is rusty. What to do if dirty or rusty water flows from the tap Who to contact for a poor-quality well

The quality of the provided utilities is not always perfect, even despite their timely payment.

What to do if dirty water flows from the tap in the kitchen and bathroom or there are other household problems that worsen the quality of life in the apartment.

There are a number of services that are responsible for the safety of water supply, its constancy. Residents of apartments do not always know, if there is a problem with rusty tap water, where to complain?

As a result, they experience inconvenience for a long time, wasting days looking for a responsible person.

reasons Bad quality There are several water supplies, and the type of organization responsible for eliminating the problem depends on their type.

• One of the common reasons is planned shutdown of water supply. At the end of each heating season or before it starts, utilities, heating networks perform a water shutdown to check the working condition heating system. If such a check was carried out unprofessionally, the presence of rust and iron in the pipes is not excluded, after connecting the water supply, the quality tap water will be low. You should contact the water utility or the heating network to report the problem.
• Gorvodokanal is obliged to thoroughly purify water from impurities. Underground, it often has a large amount of metal particles. Poor cleaning, use of outdated equipment at the water utility leads to the fact that the liquid comes to the consumer with sediment, painted with rust and metal.
• Rust or other contamination may appear in the working environment of the pipes and for other reasons, which can be established by specialists.

IMPORTANT! Most often, bad hot or cold water flows through metal pipes, since the material of manufacture oxidizes as a result of exposure to hot liquids.

In many cases, after turning off the water supply, poor quality water runs for a short time.. After a couple of hours or days, the sediment is washed out and soon the water supply can be used again. If the process is delayed, you should contact the relevant authorities. Rusty water should not be drunk, used for cooking, washing or other household chores..

When to take action to restore water quality

After turning off the water supply, rust, foreign color and odor may appear in the working environment of the pipes. What to do and to whom to complain if this state of affairs does not change during the week?

• The first step is to call the emergency dispatch service. Perhaps there was an accident on the water supply line and restoration work is underway. A specialized dispatcher will explain why there is dirty water in the apartment and when it will be safe.

IMPORTANT! The complaint must be registered. If necessary, you can find in the registration book an application, the time of its receipt.

• The emergency dispatcher may not always know the reason why the water supply is supplying dirty water.. But he is obliged to record complaints and provide the consumer with maximum information.
• In order for consumers to be able to make a supply of drinking and industrial water in advance, water utility services must inform about a planned shutdown of water supply a few days before the start of work.

IMPORTANT! If water flows for a long time with rust, poor quality, utilities must recalculate for the specified period. After all, the quality of services does not meet the requirements.

Complaint to management company

Red water flows in the tap, what should I do? Residents of apartments rarely encounter such a question, but you need to know the phone number and address of the responsible company.

In the event of a terrible quality of the working environment of the water supply, you should complain to the management company.

It is worth filing a complaint in writing in person (with mandatory registration in the journal) or by registered mail and with notification.

The application should be drawn up correctly, indicating the address, from what date water with an admixture, sediment runs. In the dictionary, you need to look at how plumbing is spelled correctly, the spelling of other words.

IMPORTANT! The resource supplying organization has the right to consider a complaint from consumers within two days. Therefore, it is worth contacting the authority as soon as possible after the problem occurs.

Persons responsible for the supply of high-quality water supply must determine whether drinking water is in the house, apartment, for what reason metal impurities and rust appeared in it.

Specialists take liquid samples directly from taps in the applicants' apartment. As a result, the state of the working environment in the water pipes, the cause of pollution, and methods for its elimination are established. Services that are responsible for the quality and safety of water must take measures to eliminate the problem.

ATTENTION! Resource supply companies should understand that the safety and health of consumers depend on the quality of their services.

Help from Rospotrebnadzor

In some cases, laboratory tests take too long, and the problem of the terrible quality of water supply is not eliminated. It is worth contacting the Rospotrebnadzor in this state of affairs. This organization also employs specialists who conduct various examinations on the state of water, draw up Service Level Acts. Rospotrebnadzor can also take effective measures to eliminate the causes of rust..

Going to court

Litigation over the poor quality of the water supply and the failure of the managing organization to fulfill its responsibilities is rare. But everyone who filed a lawsuit has the right to count on consumer protection. What makes it possible to initiate proceedings?

The consumer is required to sue all acts, including from Rospotrebnadzor, confirming the low level of water supply services, the result of water analysis. important document- a contract for the provision of services.

When providing all the evidence, the court will oblige the responsible company not only to restore high-quality water supply that meets sanitary standards. The plaintiff can count on other points of the decision.

• The supplier must recalculate the utility bill for the supply of rusty and hazardous water.
• If the consumer installed filters during this period in order to use the water supply normally, the cost of the equipment must be reimbursed.
• Compensation for non-pecuniary damage caused by inconvenience due to pollution of the water supply is also awarded.

Rust, metal impurities can ruin plumbing, which will subsequently require replacement. The water supplier, by order of the court, pays the cost of the damaged property.

Useful video
Find out if you can drink rusty tap water

We open the tap, and rusty water flows out of it? The situation is, to put it mildly, unpleasant, because we need water for cooking, washing, washing. But what is there to explain: water is vital for us! For low-quality water, demand a recalculation!

What should be the water from the tap?

What to do if there is a suspicion that the water does not meet the standards?

If you think that water of inadequate quality is supplied to your apartment, you can, at your discretion, either contact the management company or immediately complain about the actions of the Criminal Code to Rospotrebnadzor. Often the management company refuses to check the quality of the water, so it is more efficient to immediately complain about the Criminal Code to Rospotrebnadzor.

WAY #1. WE CHECK THE WATER QUALITY BY THE MANAGEMENT COMPANY

Step #1. Reporting a violation

A report about a violation of the quality of a utility service can be made by the consumer in writing or orally (including by phone) to the emergency dispatch service. It must be registered (with your name, address and issue). Be sure to specify the name of the employee who accepted the application, the number and time of its registration. If you are applying
in writing, be sure to require a mark on the acceptance of the application on your copy with the exact time of receipt.
In the event that the service employee knows the reasons for the violation of the quality of the utility service, he is obliged to immediately inform you about this and make a corresponding note in the message log or on your application. If the reasons are not established, the date and time of the verification of the fact of violation of the quality of the utility service must be agreed with you. An employee of the emergency dispatch service independently informs the organization servicing your home (management company) immediately about your appeal due to a violation of the quality of the service. Already an employee of the management company or a resource-supplying organization determines, together with the consumer of the service, the date and time of the inspection.

Step #2. We draw up an act

After checking the water quality, the specialist of the management company draws up an inspection report in at least two copies (according to the number of interested parties). It must be signed by a representative of the management company and consumers (you and your neighbors). One copy of the act remains with you, the second is taken by a representative of the management company.
The act must specify:

• the address,
• date and time of the check
• visual and other external signs low-quality water are present (color, smell, lack of transparency).

If the specialist of the Criminal Code, when drawing up the act, concludes that the water in your apartment is suitable for consumption, and you categorically disagree with it, then insist on an examination. The management company is obliged to appoint an examination and conduct it at its own expense.

At the same time, the act states:

• who initiated the examination,
• in which container the water sample is filled,
• in what terms, where and by which participant in the check the sample selected for examination is transferred,
• meter readings.

The expert opinion is subsequently attached to the inspection report. If no one is in favor of an examination, but there is a dispute about the quality of water, then a re-inspection is scheduled, but in the presence of specialists from the State Housing Inspectorate and a representative of a consumer public association.

Upon completion of the check, an act must be drawn up, which indicates that water samples have been taken to be sent to the laboratory in order to obtain a conclusion on the compliance of water quality with sanitary standards.

Make sure that the act on the provision of low-quality services must indicate violations of the quality parameters, the time and date of the start of the provision of the utility service in the form in which it does not suit you.

Step #3. We need a recalculation!

The drawn up act, as well as the expert’s opinion on the non-compliance of water with the current sanitary standards (if the representative of the management company refuses to recognize the service as poor quality) are documents on the basis of which you, as a consumer, can demand a recalculation from the management company. By law, it must be done within a month from the date of signing the act.

Remember: without filing a request for recalculation of the Criminal Code, such a recalculation is not required to be done!

PATH №2. WE CHECK THE WATER QUALITY BY COMPLAINTING THE ROSPOTREBNADZOR
Step #1. We complain about the management company in Rospotrebnadzor -

Send a completed application to Rospotrebnadzor - attaching an act on the provision of poor-quality services.

The owner of housing in an apartment building has every right to complain about dirty water immediately to Rospotrebnadzor, bypassing the management company. In this case, if the supervisory authority reveals violations, the management company will be held administratively liable.
For verification, employees of Rospotrebnadzor must go to the place with the following documents:
- a certificate confirming that the person is a representative of this organization;
- a document confirming the need for verification, with the signature and seal of the manager. At the same time, it is very important that the verification is carried out by the person indicated in the accompanying document with a seal. This employee of the department, most likely, will make a selection of water for an examination.
The terms of the audit cannot be more than one month. However, if there are good reasons for this organization, the verification period may be extended for another month.
Upon completion of the inspection by employees of Rospotrebnadzor in without fail an act should be drawn up, where all the results of the check should be entered and an expert opinion on water quality should be attached. If violations are found, an inspection protocol is added to the drawn up act. Further, Rospotrebnadzor holds the perpetrators accountable - this can be both a management company and a resource supply organization, which, in turn, are obliged to eliminate violations. If this does not happen for a long period, then you can re-call a representative of Rospotrebnadzor to draw up a second
an act confirming the provision of low-quality services. And in any case, you will demand recalculation from the management company or the resource supplying organization.

Step #2. We achieve recalculation
If Rospotrebnadzor reveals that the water entering the apartment does not meet quality standards, the owner may require a recalculation.
To do this, you must submit an application to the management company with a request to recalculate, attaching a copy of the answer from Rospotrebnadzor.

Without filing a request for recalculation of the Criminal Code and RO, such a recalculation is not required! Recalculation must be made within a month after the application is submitted.

If the recalculation is not done

If Rospotrebnadzor discovered violations of the quality of the water provided, issued instructions to the Criminal Code to eliminate the violations, but water of inadequate quality continues to flow from the tap, or the management company did not recalculate after submitting your application, you must submit application to the State Housing Inspectorate.

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Why is tap water rusty?

There are several reasons why rusty water flows from a tap:

• outdated communications;
• the presence of sediment in the water;
• insufficient water purification before supplying it to consumers;
• planned inspections of communications, related shutdown of water. After checks, rusty water may flow from the tap, but this is a one-time phenomenon, and the color of the water quickly returns to normal.

Initial actions

Important! Before filing a complaint, do the following:

• Find out who provides water services. For example, in Moscow, responsible for the supply hot water is OAO MIPC, and for the supply cold water the water utilities of each district are responsible separately;
• if the quality of the water forces you to file a complaint, first contact the emergency service of the HOA or the housing office. You can contact the organization in person or file a complaint in writing. If you apply in person, the emergency service employee will clarify your details, record the fact of the appeal, and give you its serial number. You can also find out the date of arrival of a specialist to check communications;
• you can order a free water analysis at the sanitary and epidemiological station. If, as a result of the inspection, inadequate water quality is recorded, the costs will be borne by the organization that has the communications at its disposal. It should be noted that the check can take a long time, so at the same time you should take other measures to solve the problem;
• contact the water utility with a complaint about inadequate water quality;
• you can also highlight the problem in the local media, this will help speed up the process of resolving it.

Attention! Our qualified lawyers will assist you free of charge and around the clock on any issues.

When can I write a complaint to the Criminal Code

Often, after scheduled inspections of communications or work to replace them, rusty water flows from the tap for several days, which is not the norm.

In this case, call the number hotline emergency services and describe the situation in as much detail as possible.

The operator will record the received appeal in a special registration journal, assigning a serial number to it. After that, he will tell you this number, as well as the date the application was accepted.

It is not uncommon for an operator to immediately be able to explain to you the cause of water pollution and offer options for solving the problem.

If the reasons for the deterioration of water quality for the operator are unknown, this appeal is noted in the log. According to the provisions of the contract for the provision of services, before carrying out planned work on cleaning communications, residents must be made aware of this. If this resulted in the supply of contaminated water, you must recalculate the water supply for the corresponding period.

If the water quality leaves much to be desired for a long period, you have the right to file a complaint with the management company.

Where can you turn if you are not satisfied with the quality of water

If you are not satisfied with the quality of the water flowing from the tap, you should not immediately file complaints with government agencies. First of all, you should try to solve the problem with the help of emergency services.

Important! You can address your complaint directly to this organization:

• call the emergency hotline, explain the situation to the operator. He will record the fact of the appeal, give you his number. If the operator has sufficient knowledge and competence to solve your problem, he will give you options for solving it. If the problem cannot be solved by phone, the operator will transfer the application to a specialist;
• you also have the right to file a complaint with the organization responsible for your home's water supply. Send the document by registered mail. After it is sent, do not lose the receipt confirming the payment. Two days are allotted for consideration of such a complaint. As a result of consideration, the management company will receive an act of recalculation. If the inadequate quality of tap water is confirmed, the fee for this service will be recalculated;
• effective way to speed up the process of considering appeals and resolving the problem situation will be the filing of an application with Rospotrebnadzor for the appointment of a water quality test. Based on the results of the audit, an act will be issued. At the same time, Rospotrebnadzor will send to the organization at the disposal of which the communications are located, a requirement to immediately eliminate the causes of deterioration in water quality;
• If all of the above actions are not successful, you can file a lawsuit in court. When establishing the guilt of the water utility, all legal costs will be borne not by the applicant, but by the defendant.

Making a complaint to the management company

To correctly file a claim, you will need the details of the legal entity, namely the name, legal address and full name of the head.

This information can be found on information boards at the entrances. If you did not find them there, use the official sites and portals.

The claim is addressed to the head of the management company (this may be the general director or chairman of the board).

The document must contain the following information about the applicant:

• name and address of residence;
• contact telephone number.

Be sure to include the date the claim was made.

A certain form of making a claim is not fixed by law, therefore, it is permissible to state the essence in a free form. At the same time, it is necessary to observe the business style of speech, avoid emotional assessment of the facts indicated and adhere to the logical sequence of presentation.

The written text should be concise, and the information presented in it should be accurate and specific.

Claims can be divided into individual and collective. If the claim is collective (the residents of the house joined forces to obtain a positive result), then it contains information about each of the applicants.

At the end of the claim, put your signature with a transcript. If the claim is collective, then all applicants must sign.

Make a double copy of the document.

You can file a claim in person or send it by registered mail.

After receiving the document, the employee of the management company must put a mark of delivery on it. He puts the date of acceptance of the document, signature and seal. Keep one copy of the claim, marked as accepted, for yourself.

ATTENTION! View the completed sample claim to the management company:

Terms of consideration

According to the provisions of the law, a 30-day period is allotted for consideration of the appeal from the date of registration of the adopted document.

At the same time, certain deadlines for the elimination of technical and other malfunctions are legally established.

If you did not receive a response from the management company, or the response received did not lead to any measures to eliminate the problem, file a complaint about its inaction with the management company.

In this case, a copy of the claim and the response of the management company will serve as confirmation of the inaction of the management company.

Watch the video. Where to go if rusty water flows from the tap:

Complaint to the Housing Authority

To complain about the management company, make a written application, submit it to the housing inspectorate.

The application must contain the following information:

• Name of the applicant, contact details;
• information about the management company;
• description of the problematic situation, indicating the facts of violation of the terms of the contract for the provision of services between management company and consumer;
• put forward requirements for the elimination of violations;
• date of issue and signature.

Do not forget that the information contained in the document must be confirmed by certain evidence.

Remember! As evidence, you can use:

• photographic materials;
• receipts that confirm the payment of utilities;
• if you indicated the violated clauses of the contract, attach a copy of such contract to the application;
• results of an independent examination.

ATTENTION! View the completed sample application to the Housing Inspectorate for a management company:

When to expect results

The term for consideration of the complaint begins to be calculated from the moment the complaint is accepted by the employees of the housing inspectorate. This moment must be recorded.

After receiving the application, the housing inspectorate officer is obliged to issue a receipt on acceptance of the document (the date of acceptance, full name, position and signature of the employee are indicated).

Thirty days are allotted for consideration of the application by the Housing Inspectorate. The applicant will then receive a written response.

The response should indicate specific measures to resolve the problem situation or a reasoned refusal to satisfy the complaint due to insufficient evidence of violations.

If the appeal to the housing inspection was unsuccessful, file an application with Rospotrebnadzor or a lawsuit in court.

Application to Rospotrebnadzor

The application to Rospotrebnadzor is submitted in writing. Make a double copy of the document, keeping one for yourself, and sending the second to this organization. Do not forget that your copy must contain an appropriate mark about its acceptance by the employees of Rospotrebnadzor. The most effective way will be a personal appeal to the body.

The application can be divided into the following parts:

• document header. In the upper right corner, indicate the following information: full name and position of the head of the territorial department of Rospotrebnadzor to whom the complaint is addressed. After that, indicate the name and data of the applicant;
• in the middle of the document, indicate the name: "Complaint" or "Statement";
• then comes the main part. Describe in detail the current situation, indicate the factual and legal circumstances, which consumer rights have been violated. Do not forget that the information provided must be confirmed with the help of various evidence, in particular, photographic materials, certificates, etc.;
• then state the requirements put forward, substantiating them. For example, this may be a requirement for the return of money paid for a service, as it was provided in an improper form. When filing a complaint, it is recommended to refer to the provisions of laws and other acts, in particular the Law of the Russian Federation “On Protection of Consumer Rights”;
• at the end put the date of compilation and your signature.

There is a five-day period for consideration of applications. If the document contains information that requires a comprehensive long-term analysis by employees of Rospotrebnadzor, then the consideration period is extended, of which the applicant is notified in writing.

ATTENTION! View the completed sample application to Rospotrebnadzor for a management company:

Going to court

Article 131 of the Civil Procedure Code of the Russian Federation contains requirements for the content statement of claim.

Important! The document must contain the following information:

• the name of the court in which the claim is filed;
• Full name of the plaintiff and his data, if a representative acts on behalf of the plaintiff, then information about him must be indicated;
• Name of the defendant and his data;
• information about which rights were violated and how. State the requirements put forward, substantiating them with references to legislative norms;
• evidence base;
• calculation of the price of claims, which includes the disputed or recoverable amounts of money;
• information about the procedure for pre-trial settlement of the dispute;
• documents forming an annex to the application;
• date of issue and signature.

Where to file a claim

The claim will be heard by a justice of the peace or district court, generic jurisdiction depends on the value of the claim. According to Article 23 of the Code of Civil Procedure of the Russian Federation, if the value of the claim does not exceed 50,000 rubles, a justice of the peace considers the case. Accordingly, claims, the value of which exceeds the specified amount, are referred to the district court for consideration.

With regard to territorial jurisdiction, according to Articles 28 and 29 of the Code of Civil Procedure of the Russian Federation, a claim can be filed at the location of the legal entity that is the defendant, as well as at the location of its separate structural unit.

In cases related to the protection of the violated rights by the consumer, the state fee is not charged from the applicant. In this case, the legal relationship between the plaintiff and the defendant falls under the Law "On Protection of Consumer Rights", therefore, the state duty is not paid.

Terms of consideration of the claim

As practice shows, from the date of filing a statement of claim to the day of the preliminary court session, it takes from one to two months. After the preliminary meeting, the main meeting is scheduled. As a rule, the period between them is about a month. If on the day of the consideration of the case a decision was made to postpone the hearing, a new day of the court session is appointed. Usually the period between these meetings is also about a month.

After the decision is made and announced in the courtroom, the judge draws up its final version. In practice, the operative part is often announced first, and then the motivational part.

___________________________________________
(name of the body, full name of the head)
From ________________________________________
Tel.____________________________________________
E-mail ___________________________________________

An application for an administrative offense under Article 7.23 of the Code of Administrative Offenses “Violation of the standards for providing the population utilities»

At the address _____________, the managing organization violates the norms of the Housing Code of the Russian Federation and the Rules for the provision of public services, namely in the apartment: poor-quality water.

In accordance with the Rules for the provision of utility services to owners and users of premises in apartment buildings and residential buildings, approved by Decree of the Government of the Russian Federation No. 354 dated May 06, 2011. owners and users of premises in apartment buildings and residential buildings, deviation of the composition and properties of cold water from the requirements established by sanitary and epidemiological rules and regulations " Drinking water. Hygiene requirements to the quality of water in centralized drinking water supply systems. Quality control. SanPiN 2.1.4.1074-01, approved by the Chief State Sanitary Doctor Russian Federation September 26, 2001, not allowed. If the composition and properties of cold water do not comply with the requirements of the legislation of the Russian Federation on technical regulation, the amount of the payment for the utility service is reduced by the amount of the payment in total for each day the service of inadequate quality is provided.

In accordance with paragraph 31 of the Rules for the provision of utility services to owners and users of premises in apartment buildings and residential buildings adopted by Decree of the Government of the Russian Federation of May 6, 2011 N 354, an organization providing utility services to a consumer is obliged to independently or with the involvement of other persons carry out Maintenance intrahouse engineering systems, with the use of which utility services are provided to the consumer, as well as to recalculate the amount of payment for utilities, including in connection with the provision of utilities of inadequate quality and (or) with interruptions exceeding the allowable duration.

In accordance with article 154 of the Housing Code of the Russian Federation, the payment for housing includes a fee for maintenance and Maintenance common property in an apartment building, as well as utility bills.

In this regard, the performance of work to eliminate this violation does not require additional funding from the owner.

Article 2 of the “Regulations on State Housing Supervision”, approved by Decree of the Government of the Russian Federation No. 493 dated June 11, 2013, states: “The tasks of state housing supervision are to prevent, detect and suppress violations by public authorities, local governments, as well as legal entities, individual entrepreneurs and citizens established in accordance with housing legislation, legislation on energy saving and on improving energy efficiency requirements for the use and preservation of the housing stock, regardless of its form of ownership, including requirements for residential premises, their use and maintenance, use and maintenance of the common property of owners of premises in apartment buildings, the formation of capital repair funds, the creation and operation of legal entities, individual entrepreneurs managing apartment buildings, providing services and (or) performing work on the maintenance and repair of common property in apartment buildings, providing utilities to owners and users of premises in apartment buildings and residential buildings, specialized non-profit organizations which carry out activities aimed at ensuring the overhaul of common property in apartment buildings, as well as the requirements for energy efficiency and equipping the premises of apartment buildings and residential buildings with metering devices for used energy resources.

In addition, in accordance with Article 28.4 of the Code of Administrative Offenses of the Russian Federation, the Prosecutor's Office has the right to initiate a case on any administrative offense.

Paragraph 149 of the Rules establishes that the contractor - the organization providing public services, is responsible for violating the quality of the provision of public services to the consumer, including administrative.
Violation by persons responsible for the provision of communal services of the standards for providing the population with communal services forms an administrative offense, liability for which is provided for by Article 7.23 of the Code of Administrative Offenses of the Russian Federation.

In connection with the above, on the basis of the Decree of the Government of the Russian Federation of September 26, 1994 No. 1086 “On the State Housing Inspectorate in the Russian Federation”, the Federal Law “On the Prosecutor's Office of the Russian Federation”, the Federal Law “On the Procedure for Considering Appeals from Citizens of the Russian Federation”, I ask:

Organize an on-site verification of the stated facts;

Issue an order to carry out the necessary measures and work to eliminate the violation and recalculate, set the deadlines for their implementation;

Initiate administrative proceedings under Article 7.23 of the Code of Administrative Offenses of the Russian Federation, identify the perpetrators and bring them to administrative responsibility.

(date) (signature)

You can file complaints about the inaction of your housing office, management company and HOA in the field of housing and communal services to the prosecutor's office or Rospotrebnadzor in your region.

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