How to calculate the shortage of hot water formula. Recalculation of fees for low-quality utility services (heating, hot water supply). Such documents can serve

Payments for utility services make up a significant share in the budget of Russians, often exceeding 1/5-1/4 of total income. That is why it is important to ensure that housing and communal services receipts include only the services actually consumed by the family (this also applies to water supply), and do not hesitate to demand recalculation of payments.

What is recalculation for water in a housing and communal services receipt?

Depending on what amenities the living space is provided with, the consumer has to pay for cold and hot water, electricity, gas or solid fuel, drainage ( wastewater), collection and removal of waste (MSW). According to the payment for "utilities" includes water (cold and hot), energy, drainage, spent on maintenance common property apartment building.

The total payment billed by the management company to the consumer tenant (or owner) is calculated from the readings individual meters(apartment) and public metering devices. If there are no meters, payment is calculated according to utility consumption standards. This procedure is also established for payments for water (Rules, approved by Decree of the Government of the Russian Federation No. 354 of 2011).

In some cases, a utility bill contains a recalculation column that adjusts the total payment amount up or down. IN big side the amount is adjusted by resource supply organizations based on the results of meter checks, but to reduce the amounts for one reason or another, residents will have to write an application for recalculation.

The difference between the accrued and previously paid amount for water and the amount that actually needs to be paid is the amount of recalculation for water.

Grounds for recalculation

Current legislation provides for the possibility of recalculating amounts for water and other utility resources.

If there are meters in the apartment, this is done for one of the following reasons:

• Based on the results of checking the metering devices in the apartment. If the readings provided by the homeowner to calculate payments do not correspond to those found during the inspection by representatives of the resource provider, a recalculation is made based on the inspection data. In this case, it is possible that the amount will either decrease (if the readings were submitted with an overestimation of volumes) or increase it (if the readings were underestimated).
• In case of violation of the rules for connecting the consumer to networks. In this case, recalculation for the service is made on the basis of an act of the commission that established the fact of an incorrect connection. In this case, the consumer is charged additionally for the unaccounted resource (for water - this is done based on bandwidth pipes) and give an order to eliminate such a connection. If it is impossible to determine from what time it exists incorrect connection, additional fees are charged for the three previous months (according to Article 354 of the Resolution, paragraph 62).
• In case of interference with the operation of meters. Common reasons recalculation on this basis is the loss of seals, missed deadlines after verification of meters, etc. Recalculation is done from the date of installation of seals and devices that allow recording unauthorized interference in the operation of meters, but no more than three months previous to the date in which interference with the operation of devices has been detected.
• When providing services (including cold water, hot water) with interruptions exceeding the standard duration, or of inadequate quality (for example, low temperature hot water). At the same time, the person guilty of providing low-quality services or their absence is obliged to pay the consumer a fine (Part 4 of Art., Section 9 of Rules No. 354).

As follows from the above, the initiator of the recalculation can be both the consumer himself and representatives of utility services authorized to conduct inspections of the consumption of relevant resources.

The procedure for recalculating utilities

Adjustments to amounts accrued for utilities can be made:

• Based on a protocol or report of inspection/checking of metering devices;
• According to the consumer.

If the initiative is taken by a citizen-consumer of utilities, he must submit an application to the company providing the relevant services (heat supply or water utility). The application must be registered (make a note of acceptance on a copy of the application). If there are additional documents (inspection reports, quality reports, etc.), they are also attached to the application.

The application must be reviewed within no more than 5 working days. If the decision is positive, utility bills will be revised, and overpaid amounts will be offset against future payments (that is, in subsequent periods the consumer has the right to pay smaller amounts).

In case of refusal to recalculate, the citizen is left to decide what to do next: he has the right to apply at his own discretion to Rospotrebnadzor (for the quality of services), the prosecutor's office or the court.

How to recalculate water using a meter

The most common situation that requires recalculation of accrued amounts for cold water or hot water supply is incorrectly transmitted readings to the resource supply organization, which resulted in an overpayment for water.

The procedure to be followed is as follows:

• Record accurate instrument readings with the participation of suppliers. To do this, you need to call specialists from the heat and water supply organization and draw up a report.
• Attach a document for inspection of metering devices to the application and submit it to the billing department of the service provider.
• Expect recalculation, which will be reflected in the next payment receipt.

Recalculation for water according to the meter is done by the service provider in accordance with clause 61 of the Rules, approved. Resolution 354. At the same time, new meter readings taken on commission, at the request of the consumer, are accepted for recalculation only if it is established that the meters themselves are in good working order, the verification period has not expired, and the integrity of the seals has not been broken.

Hot water does not meet the norm - how to recalculate

Payment for hot water supply constitutes a significant part of all utilities, and its quality is not always satisfactory. If from the tap coming rusty, or a little warm water, if there are interruptions in supply, the consumer has the right to count on recalculation of amounts for Inadequate DHW quality.

According to SanPiN, the temperature of the hot water supply must be at least 65 degrees, and according to the “Rules for the Provision of Public Utilities”, fluctuations during the day cannot exceed 3-5 degrees. According to the “Rules”, if the temperature of the hot water supply is below 40 degrees, it is paid at the rates of hot water supply, and if it does not reach the standard of 65 degrees, the cost of payment is reduced by 0.1% for every 3 degrees below the standard.

If the quality of water does not suit the consumer, he has the right to submit a claim to the management company (or HOA, housing cooperative). According to clause 104 of the Rules, an examination upon the fact of a person’s application must be carried out within 2 hours (or at another time as agreed by the parties). The inspection report is drawn up by commission, and the consumer is given his own copy.

If the management company refuses to carry out an inspection, the residents have the right to draw up a joint act, which will subsequently become the basis for imposing a fine on the management company. If the fact of the temperature of the hot water supply is confirmed, it is attached to the application for recalculation, which is submitted to the heat supply organization (if an agreement is concluded with it), or to the management company (if, under an agreement with the consumer, payment is made through it). In this case, the period during which the service was non-conforming is indicated (such a period is determined according to paragraph 112 of Resolution 354).

The difference in domestic hot water bills is counted towards future periods (that is, subsequent months).

Who is responsible for hot water?

It often happens that in order to receive a recalculation for domestic hot water, the consumer has to find out who is responsible for hot water, its temperature and quality.

It should be remembered that citizens make mutual payments with those organizations with whom they have a concluded agreement for heat and water supply.

Most often for the delivery of water to residents apartment buildings management companies are responsible, and heat supply organizations are responsible for the temperature and quality of water only up to the point of separation (border) between centralized system and home system.

Documents on the basis of which recalculation can be made

If a housing utility consumer requests a recalculation of payments for water, hot or cold, supporting documents must be attached to the application.

Such documents may include:

• When clarifying the readings of metering devices - instrument inspection reports, verification document;
• When supplying water of inadequate quality - a temperature measurement report, a report on the lack of water supply, water quality examination protocols, etc.

Extracts from the application books of housing and communal services, management companies (about applications, their elimination) can also serve as supporting documents.

Sample application for recalculation of hot water

There is no established application form for recalculation of water charges.

By general rule, when writing such an application, it is necessary to indicate the name of the addressee - the organization to which the application is submitted (MC, HOA, resource provider), full name and address where the applicant lives (apartment, residential premises) for which the recalculation needs to be made, and the text part, containing the reason and justification for the recalculation.

It is good to support the application with references to the Rules for the provision of utility services, SanPiN, etc. regulations. The documents attached to the application must be indicated in it. Be sure to sign and date the application, and also keep a copy with a note indicating its acceptance for consideration.

It is possible and necessary to know how to recalculate payments for utility services, including cold and hot water, if they do not meet the standard or if there are inaccuracies and errors in the transmission of information from meters. Just don’t forget about the procedure for providing recalculation and confirm your requirements with relevant documents.

Obtaining services is one of the topics that requires knowledge at the level of regulations and legal precedents. The work of public utilities is far from free of complaints from residents. And when receiving low-quality services, you need to understand what these inconveniences cause utility services must pay.

One of the most common violations of the rights of residents as consumers is reduced hot water supply parameters. For this, utility companies are obliged to comply.

The cost of hot water supply is determined in the following main ways:

1. If there is a water meter - by multiplying the established tariff by the number of cubic meters of water consumed based on the water meter readings.
2. With unmetered consumption, payment is the product of the standard consumption per consumer, the number of persons registered in the housing and the calculated tariff.

Full estimated cost is accrued upon quality provision of services. Such parameters are regulated by legal norms. According to SanPin 2.1.4.2496-09, the supplied hot water, at the place where it is received by the tenant, must comply temperature conditions within the range from 60 degrees to 75 maximum. Such conditions must be provided all year round.

There are minor changes in parameters depending on the time of day. So, in daytime Deviations are possible, but not more than 3 degrees. At night from 0 o'clock to 5 o'clock this deviation is no more than 5 degrees.

Actions when a temperature discrepancy is detected

To receive a refund for poor quality services, you must submit an application for recalculation under the hot water supply item. . The application is drawn up on the essence of the issue with a copy of the temperature measurement report attached. The reduction in payment is made directly for the period recorded in the act.

It is important to know how to correctly recalculate water supply. There are several types of calculations:

1. At DHW temperature below 40 degrees – the cost of a cubic meter of water is equal to the price per cubic meter of cold water.
2. For temperature parameters above 40 degrees and up to standard values, the calculation consists of a reduction of 0.1 percent of the payment for every 3 degrees from the norm.

The actions also differ depending on the presence of a metering device. By paying for the service according to the standard, the cost of hot water at low temperatures is reduced in the usual way according to formulas. If there is a meter, recalculation of water supply depends on timely transmitted meter readings. If the meter readings have not been transferred to the management company for more than 6 months, then insisting on a refund or not charging excess amounts may be problematic.

Question of fee revision poor quality service must be addressed in parallel with the elimination of the causes that led to this situation. The reason may be a malfunction engineering equipment. And fixing it may take some time. long time. Only persistence will help you return the opportunity to receive quality service.

As you know, the Rules for the provision of utility services, approved by the Decree of the Government of the Russian Federation dated 05/06/2011 N 354 (hereinafter referred to as Rules 354), provide for a reduction in the cost of utility services in the event that the quality of services does not meet established standards and in the event of interruptions in the provision of these same services exceeding the established duration. Let's try to figure out how the presence or absence of a utility meter influences the amount of recalculation.

Recalculations associated with non-compliance of the quality of services with established standards are not affected by devices for metering the volume of consumed services; no disputes arise in this matter.

Much more interesting question, how recalculations should be made caused by interruptions in the provision of utility services, depending on the presence/absence of metering devices for these utilities.

Almost throughout the entire territory of the Russian Federation, the following practice has developed: recalculations for the undelivered volume of utility services are provided to the owner/tenant of the premises only in the absence of an IPU. And if there is a device, it is considered that the device shows zero consumption during the period of non-provision of the service, thereby ensuring the measurement of the actual volume of consumption of the service, the cost of which is presented for payment to the owner/tenant whose premises are equipped individual device accounting For some reason, this scheme for providing recalculations is considered fair and in accordance with current legislation.

The logic of such “recalculators” is simple: a person must pay for the volume of utility services provided. If he installed the IPU, then the device will measure the volume, and an invoice must be issued for this volume. If there is no device, and the calculation is carried out according to the standard, then the volume of actually consumed service must be calculated taking into account the interruption in the provision of this service, i.e. do a recalculation.

Adherents of this logic forget one essential point. Recalculation of the cost of utility services aims not only to determine the payment for the actually consumed volume of service, but also certain “penalties”. After all, the peculiarity of a utility service is that it should always be available! Any owner/tenant of an apartment has the right to expect that when the valve is turned, water will flow from the tap. And if this water does not flow, i.e. If the service is unavailable, then not only should the fee for this service be waived, but also some “damage” caused to the bona fide consumer should be compensated.

This is precisely the logic that is confirmed by law!

Paragraph 98 of Rule 354 establishes: “When provided in billing period to the consumer... of a utility service... with interruptions exceeding the established duration, as well as during interruptions in the provision of utility services for repair and maintenance work within the established duration of the breaks, the amount of payment for such utility service subject to reduction for the billing period up to complete liberation consumer from payment such a service..."

What does “up to complete exemption from payment” mean? After all, guided by the logic of the absence of recalculations in the presence of an IPU, it is obvious that a complete exemption from payment can only be with zero consumption of the service (according to the IPU). If the device shows at least a liter of water, then you must pay for this water.

And when are “regulatory workers” (who do not have an IPU) exempt from payment? It is logical to assume that they are exempt from payment when the service was not provided at all during the billing period!

What does Rule 354 say about this?

The above-mentioned clause 98 of Rules 354 states: “... the conditions and procedure for changing the amount of payment for utility services when providing utility services of inadequate quality and (or) with interruptions exceeding the established duration are given in Appendix No. 1 to these Rules...”.

We open Appendix 1. We see that during interruptions in the provision of any type of utility service above the established limit, a recalculation is carried out in the amount of 0.15% for each hour of such excess.

And the limit on the duration of breaks is set, I must say, low. For cold water supply, hot water supply, water disposal - 8 hours per month (total), for gas supply - 4 hours per month (total), for heating and electricity supply - 24 hours per month (total).

Let's look at an example. The house was turned off cold water. Let this happen in a month with 30 days. There was no water for 29 days. On the thirtieth day they gave water, and people began to wash, wash everything around, etc. In general, they consumed water in an amount many times greater than their usual consumption. Then all the residents asked for a recalculation.

And now a recalculation is made for the “regulators”:

The break in the provision of cold water was 29 days X 24 hours = 696 hours. Allowable break is 8 hours. For each hour over the permissible break, the fee must be reduced by 0.15%. In total, the fee will decrease by (696 - 8) x 0.15 = 103.2%! Those. There will be just a case of “complete release of the consumer from payment.”

And the “lucky” owners of IPU will be told: “And your meters increased by two cubic meters in just one day! Please pay!" Let us not be surprised at the “injustice”; in the majority of the Criminal Code and the RSO, in response to all our indignations, they will reasonably remark: “Law and justice are two different things!” And they will be right, but not in this case.

Let's not talk about justice and immediately turn to the law.

Once again, carefully read paragraph 98 of Rule 354 ( let's quote it in full):

« 98. When provided in the billing period to the consumer in residential or non-residential premises or for general house needs in apartment building utility service of inadequate quality and (or) with interruptions exceeding the established duration, as well as during interruptions in the provision of utility services for repair and maintenance work within the established duration of breaks, the amount of payment for such utility service for the billing period is subject to reduction until the consumer is completely released from payment for such a service.

Requirements for the quality of public services, 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 payment for public services when providing public services of inadequate quality and (or) with interruptions exceeding the established duration, are given in the appendix No. 1 to these Rules.

If, in accordance with these Rules, the amount of payment for a utility service for a billing period is not finalized and is subject to further adjustment, then the amount of reduction in the payment for a utility service for such a billing period cannot exceed the finally accrued amount of payment for the corresponding utility service for such a billing period.”

So, as we see, there is no mention of the dependence of recalculation on the presence or absence of a meter!

Those. for a break in the provision of utility services to owners/tenants of premises equipped with IPU, it is necessary to recalculate! There cannot be any other interpretation of paragraph 98 of Rule 354!

The question immediately arises - how then to apply paragraph 99 of the same Rules 354? After all, it is directly stated there: “ During interruptions in the provision of public services exceeding the established duration, as well as during interruptions in the provision of public services for repair and maintenance work within the established duration of the breaks, the amount of payment for such public services, calculated in the absence of a collective (common house), individual or common (apartment) metering device appropriate type communal resource, is reduced by the amount of payment for the volume of utility services not provided».

What does it mean? Does clause 99 contradict clause 98? Or does he clarify it?

In fact, there is no contradiction or clarification. Both clauses 98 and 99 are subject to application. And they are talking about two different recalculations.

Clause 99 establishes the obligation to carry out the type of recalculation that is mainly used now. This recalculation is associated with a reduction in fees for the cost of undelivered utility services. In this case, we are really talking about determining the actual volume of service consumed. Consequently, for premises equipped with metering devices, this volume is determined according to the IPU, and recalculation is not required, but for premises not equipped with IPU, the actual volume consumed must be calculated, namely reduced normative meaning by an amount proportional to the duration of the interruption in the provision of services during the billing period. This is exactly the procedure established by clause 100 of Rule 354.

And here Clause 98 establishes “penalties” for interruptions in the provision of services. And these “sanctions” are applied regardless of the presence/absence of metering devices.

Thus, Recalculations for interruptions in the provision of CG are made as follows:

1. For premises not equipped with IPU:
1.1. Based on clause 99 of Rule 354, the volume of consumed CG must be reduced. The procedure for calculating the volume by which to be reduced established by standard consumption volume is given in clause 100 of Rules 354.
1.2. Based on clause 98 of Rules 354, the payment for consumed CG is reduced (in the amount reduced on the basis of clause 99) in accordance with Appendix 1 to Rules 354.

That is, first the actual volume of consumed service is determined (by reducing the consumption standard), then the cost of this actually consumed volume is reduced by 0.15% for each hour of exceeding the permissible duration of the interruption in the provision of utility services.

2. For premises equipped with IPU:
2.1. Based on clause 98 of Rules 354, the payment for consumed utilities is reduced (in the amount determined by the IPU) in accordance with Appendix 1 to Rules 354.

That is, the actual volume of consumed service is determined by the IPU, then the cost of this actually consumed volume is reduced by 0.15% for each hour of exceeding the permissible duration of the interruption in the provision of utility services.

I repeat once again: recalculation for a break in the provision of utility services exceeding the permissible duration is provided in accordance with Rules 354 to all consumers, regardless of the presence or absence of utility metering devices

continuation of the topic of recalculations

If, in accordance with these Rules, the amount of payment for a utility service for a billing period is not finalized and is subject to further adjustment, then the amount of reduction in the payment for a utility service for such a billing period cannot exceed the finally accrued amount of payment for the corresponding utility service for such a billing period.

99. During interruptions in the provision of public services exceeding the established duration, as well as during interruptions in the provision of public services for repair and maintenance work within the established duration of the breaks, the amount of payment for such public services, calculated in the absence of a collective (common house), individual or common (apartment) metering device for the corresponding type of utility resource is reduced by the amount of payment for the volume of utility services not provided.

100. The volume (quantity) of utility services not provided during the billing period for common house needs in an apartment building in the absence of a collective (community) metering device for the corresponding type of utility resource is calculated based on the duration of non-provision of utility services and the standard for the consumption of utility services for common house needs.

The volume (quantity) of utility services not provided during the billing period to a consumer in a residential or non-residential premises in the absence of an individual or general (apartment) meter for the corresponding type of utility resource is calculated:

based on the duration of non-provision of utility services and the consumption standard for utility services - for residential premises;

based on the duration of non-provision of utility services and the estimated consumption of utility services, determined in accordance with paragraph 43 of these Rules - for non-residential premises.

The volume (quantity) of unprovided communal heating services is calculated only in cases where an apartment building is not equipped with a collective (common building) heat energy meter or when an apartment building is equipped with a collective (common building) heat energy meter and not all residential or non-residential premises apartment buildings are equipped with individual or shared (apartment) heat energy meters.

101. When providing a utility service of inadequate quality in a billing period, the amount of payment for such a utility service, determined for the billing period in accordance with Appendix No. 2 to these Rules, is subject to reduction by the amount of payment calculated in total for each period (day) of provision of such a utility service of inadequate quality, in the cases provided for in Appendix No. 1 to these Rules, and for the cases provided for in paragraph 148(53) of these Rules, the amount of payment for a utility service of inadequate quality is subject to reduction in the manner provided for in Appendix No. 3 to these Rules.

(see text in the previous edition)

The amount of payment calculated in total for each period of provision of a utility service of inadequate quality is determined as the product of the amount of payment for a utility service determined for the billing period in accordance with Appendix No. 2 to these Rules, and the ratio of the duration of provision of a utility service of inadequate quality in the specified billing period to the total duration of provision of utility services in such billing period.

102. When applying two-rate tariffs, utility fees are reduced:

a) when carrying out repair and maintenance work that entails interruptions in the provision of utility services and the duration of such interruptions does not exceed the periods established in Appendix No. 1 to these Rules - only in relation to the variable component of the payment for utility services, which is determined in accordance with the law Russian Federation O government regulation tariffs based on the volume of consumption of the corresponding type of utility resource;

b) when providing a utility service of inadequate quality and (or) with interruptions exceeding the duration established by Appendix No. 1 to these Rules, including in connection with repair and maintenance work, - in relation to all components of the payment for utility services.

103. If the contractor is a resource supplying organization that, in accordance with an agreement containing provisions on the provision of utility services, does not provide maintenance of in-house engineering systems, then such organization changes the amount of payment for utility services in the event that there is a violation of the quality of utility services and (or ) interruptions in the provision of public services occurred before the interface between the elements of in-house engineering systems and centralized networks engineering and technical support.

In this case, if a violation of the quality of public services and (or) interruptions in the provision of public services exceeding their established duration occurred in intra-house engineering systems, then no change in the amount of payment for utility services is made, and consumers have the right to demand compensation for losses caused to them, including those caused by payment for unprovided utility services or utility services of inadequate quality from persons attracted by the owners of premises in an apartment building or owners residential buildings(households) for maintenance of in-house engineering systems.

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