How to write a complaint to the State Housing Inspectorate of the Moscow Region

The State Housing Inspectorate of the Moscow Region is authorized to monitor compliance with the legitimate interests and rights of citizens in the provision of housing and communal services. This body supervises the work of management companies and homeowners associations, which are obliged to maintain residential buildings in proper condition, create comfortable living conditions for their residents and provide high-quality utilities. When faced with non-compliance with housing legislation, every citizen has the right to file a complaint with the State Housing Inspectorate of the Moscow Region. This can be done even if he is a debtor and does not pay utility bills on time.

What can you complain about?

Management companies do not always do their jobs well. They ignore residents' requests, do not carry out scheduled repairs and do not monitor the condition of housing and communal services. But citizens should not put up with arbitrariness and violation of their rights. You should contact the GZHI MO if the HOA or management company:

does not monitor the condition of communal meters;
did not provide adequate fire safety control, which could result in an emergency;
increased tariffs without providing calculations indicating the validity of such a decision;
does not clean local areas, entrances and public areas;
refuses to carry out routine repairs (communications, roofs, attics, elevators, etc.) in a timely manner;
did not transfer payments to the utility service provider (or they were not transferred in full);
did not provide a report on the intended use of funds to residents, etc.

How to file a complaint with the housing inspector in person

Citizens and representatives of organizations can make an appointment with the deputy heads of the Moscow Housing Inspectorate (MZHI).

Important! Recording is possible only if the issue has not been resolved at the level of inspections included in the structure of the Ministry of Housing.

Reception schedule:

First Deputy - Bolotov Igor Ivanovich - 3rd Wednesday of the month from 10:00 to 12:00.
First Deputy - Khonyaev Sanji Nikolaevich - 3rd Wednesday of the month from 14:00 to 17:00.
Deputies:

Ivantsov Eduard Valerievich – 1st Wednesday of the month – from 8:30 to 11:30, 2nd Wednesday of the month – from 8:30 to 11:30, 3rd Wednesday of the month – from 8:30 to 10:00, 4th Wednesday of the month – from 8:30 to 11:30;
Grodinskaya Victoria Anatolyevna - 4th Wednesday of the month - from 14:00 to 17:00, 2nd Thursday of the month from 13:30 to 15:00;
Revin Nikolay Alexandrovich - 2nd Wednesday of the month - from 14:00 to 17:00;
Nashansky Alexey Georgievich (reception on contract service issues) – 4th Thursday of the month from 13:00 to 15:00.

Heads of residential buildings for administrative districts conduct personal receptions according to the following schedule:

How to apply

Depending on the situation, a citizen can contact his territorial unit or directly to the Main Directorate of the State Housing Inspectorate of the Moscow Region. This can be done in the following ways:

Personally bring the document to the reception, which in Moscow is located at the address: st. Kulakova, 20, bldg. 1, technopark "Orbita-2", building "Beta" (7th floor). Working hours: Monday to Thursday from 9.00 to 18.00, reduced hours on Friday - until 16.45. It is better to make a written complaint in two copies, one of which is handed over to an authorized employee. On the second copy, you should ask to put a mark indicating acceptance of the document.
Send by fax to the number. This option cannot be used if it is additionally necessary to transmit a video or audio recording to confirm the management company’s improper performance of its duties.
By e-mail The complaint should be attached to the letter in the form of an electronic document.
Send by mail to the address: 123592, Moscow, st. Kulakova, 20, bldg. 1, technopark "Orbita-2", building "Beta". You can include additional materials in the envelope indicating violations of housing laws.
Personally hand over to an official of the State Housing Inspectorate of the Moscow Region. Reception of citizens is carried out according to schedule.
Online on the GZHI MO website by filling out the form https://gzhi.mosreg.ru/feedback#step1. An electronic complaint can be created jointly with another person (collectively) by selecting the appropriate form option. The applicant will receive a response to the online application to the e-mail specified by him.

Additionally, the State Housing Inspectorate of the Moscow Region operates a hotline where you can contact about heating, long-term lack of water supply, electricity and other pressing issues.

A citizen can complain to his territorial unit, guided by the contact information posted on the website of the State Housing Inspectorate of the Moscow Region.

Housing inspection email address

The complaint can also be sent to the email address of the relevant housing estate:

Moszhilinspektsiya –;
for the Central Administrative District - [email protected] ;
according to the Northern Administrative District - [email protected] ;
in North-East Administrative District - [email protected] ;
according to VAO - [email protected] ;
in the South-Eastern Administrative District - [email protected] ;
in the Southern Administrative District - [email protected] ;
in the South-Western Administrative District - [email protected] ;
for JSC - [email protected] ;
for North-Western Administrative District - [email protected] ;
for ZelAO - [email protected] ;
according to TinAO

Important! Correspondence by email is not accepted. The letter will be printed, registered and handed over to the responsible person. The response will be sent to the applicant's mailing address.

Procedure

If a citizen living in an apartment building is dissatisfied with the quality of work of the management company or HOA, is faced with an unreasonable increase in tariffs or a violation of housing legislation, he must act according to the following algorithm:

Contact your management company or HOA, which is best done in writing. The document should indicate the identified violations and clearly formulate your requirements. This is a mandatory condition for filing a complaint with the State Housing Inspectorate of the Moscow Region, otherwise its consideration will be refused. If the requirements are not satisfied or the recipient does not respond to the complaint within the prescribed period, you will have to contact the State Housing Inspectorate.
File a complaint with the State Housing Inspectorate of the Moscow Region. To do this, you will need a written (electronic) document and additional materials indicating the validity of the tenant’s requirements. To avoid the loss of important documents and records, it is better to attach copies to the claim (in some cases, notarization may be required).
Wait for the decision of the State Housing Inspectorate. Based on the received application, the facts specified in the document will be verified. Depending on the results obtained, an order may be issued to eliminate the identified violations. If the applicant's demands are not satisfied (or are not fully satisfied), he has the right to seek help from other supervisory authorities or the court.

How to write a complaint against an HOA

If the management company does not agree with the order, it will try to appeal it in the Arbitration Court. But the citizen on the basis of whose appeal the inspection was carried out will not be a participant in the trial.

Reasons for filing

A full list of the responsibilities of the Housing Housing Inspectorate is contained in the Regulations on Housing Supervision and boils down to addressing the following issues:

untimely implementation of repairs - current, capital, cosmetic;
overcharged utility bills;
non-functioning elevators;
lack of electricity, heating, hot and cold water;
flooding of attics and basements, leaking roofs;
poor organization of garbage removal, yard cleaning, garbage chutes;
violation of the home maintenance contract;
redevelopment of premises;
other situations related to the safety of residents of an apartment building.

Inspections organize inspections, take action against violators, and sort out problems that arise when using the common property of a multi-story building.

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It is recommended to contact this authority only in cases where the problem situation cannot be resolved in any other way, and it can lead to serious consequences.

Important: housing inspectors deal with all issues of the use of the common property of an apartment building and the safety of living in it.

In what cases can they refuse?

You should not contact the state housing inspectorate for personal issues not related to living in an apartment building. Official reasons for refusal to consider complaints submitted online:

Incorrect drafting of the document - the text contains rude statements and threats against employees of institutions, departments, and utility services.
The meaning of the statement is unclear - the style of presentation and wording used relate to different issues and do not give a general idea of the situation.
The appeal was sent by email without using the housing and communal services system;
No information about the offender.
False information is reported, state and personal secrets are touched upon.
The court decision is being appealed.

Complaints written in illegible handwriting will not be analyzed. Disagreement with judicial acts is considered on appeal.

How to file a complaint

If a citizen does not provide his contact information, draws up a document incorrectly, or violates the procedure for appealing violations of housing legislation, he should not count on the reaction of the State Housing Inspectorate of the Moscow Region. For a complaint to be accepted for consideration, it must contain the following information:

details of the recipient (the document can be sent to the Main Directorate or territorial unit, addressed to a specific official);
personal and contact details of the applicant;
address of the house whose residents are not satisfied with the work of the HOA or management company;
the essence of the appeal: what duties are not fulfilled by the management company or the HOA, what is the violation of the current legislation, whether there was an attempt to resolve the conflict without the intervention of a supervisory authority, when such an appeal was submitted and whether a response was received;
reference to legal norms that were violated;
a list of requirements (as a rule, we are talking about eliminating identified violations);
a list of additional materials that are attached to the application.

The more additional materials the applicant can provide, the higher the likelihood that his requirements will be satisfied.

Application procedure

The procedure for contacting the Housing Inspectorate is shown in the following steps:

Drawing up a complaint in writing according to the sample (introductory, descriptive, concluding). Each part provides detailed information about the applicant/s, the problem of the application and the expected measures. However, not all complaints are accepted for consideration by the inspectorate.
After filling out the application/complaint, all signatures of the applicants (if there are several of them) are collected.
After approval, the package of documentation (applications and evidence) is taken to the reception department of the housing department.
The applicant is given a copy of the complaint, and a period of one month is allocated for consideration of the problem.
The result from the housing inspection is issued in written form.

Complaints of the following nature will not be accepted:

there is no documentary evidence of the reasons for the application;
personal hostility towards neighbors;
“untrue” information;
the text contains profanity;
The complaint was written anonymously.

Complaint about lack of repairs

In accordance with Decree of the State Construction Committee of the Russian Federation dated September 27, 2003 N 170, the management company is obliged to promptly repair entrances, attics, roofs and communications. But residents of apartment buildings are often dissatisfied with the condition of common areas and adjacent areas. Violating current standards, management companies do not always monitor the physical wear and tear of elements, which over time leads to serious consequences (flooding of apartments, roof leaks, collapse of walls, etc.). In such a situation, the tenant of the house must contact the management company and demand that repairs be carried out, as provided for by current legislation. If his demands are not satisfied or the response is not provided within the specified period, he will have to file a complaint with the State Housing Inspectorate of the Moscow Region. The text of such a document will need to indicate:

address of the residential building where the applicant lives;
name of the management company;
date of last repair;
a link to the norm of current legislation regulating the frequency of repair work;
a list of objects or elements that need repair (replacement of window frames, pipelines, puttying of the floor covering, etc.);
whether an attempt was made to resolve the situation without contacting the supervisory authority by filing a claim with the management company;
list of requirements: conduct an inspection of the stated facts, issue an order to eliminate violations, report the results.

The document should be accompanied by additional materials that can be used by the State Property Committee of the Moscow Region to consider the complaint (a copy of the response from the Criminal Code, photographs of the premises in need of repair, expert opinions, etc.).

Write a complaint against the management company

Sample complaint to the housing inspection

The claim is sent to the head of the Moscow Housing Inspectorate, Oleg Vladimirovich Kichikov. The text must indicate the name and address of the applicant. It is also recommended to indicate a telephone number, since the inspector responsible for reviewing the claim may need to contact the applicant to clarify information or agree on a time to go to the site to resolve the problem.

The letter indicates the reason for the request. It is better to state the essence of the question briefly, without unnecessary details that are not relevant. Be sure to indicate who you previously contacted to resolve the problem (Rospotrebnadzor, housing and communal services, etc.). If there are copies of previous complaints and responses from officials, attach them to the letter. Supporting documents may also include certificates of work performed and contracts.

In the text of the complaint, it is advisable to indicate which legislative acts, norms and articles were violated (Housing Code, Sanitary Regulations, etc.). This will help the inspector more quickly consider the issues raised in the appeal.

The date of compilation and the signature of the applicant are indicated at the bottom.

The collective complaint is signed by all apartment owners.

Question answer

Question: Residents of an apartment building complain about the low temperature of hot water. Can they contact the State Housing Inspectorate of the Moscow Region with a request to take measurements and, based on the results obtained, force the management organization to eliminate the identified violations?

Answer: In accordance with the provisions of Art. 161 of the Housing Code of the Russian Federation (part 2.3), a company that has undertaken to manage an apartment building is responsible for the provision of all services to the apartment owners. Accordingly, it must monitor the temperature of hot water and promptly respond to changes in this indicator. If an organization improperly fulfills its duties, you should complain to the State Housing Inspectorate of the Moscow Region. Based on the results of the measurements, an order to eliminate violations may be issued.

Question: Based on the results of the inspection, the State Housing Inspectorate issued two orders to our management company. But she does not agree with them and plans to appeal them in the manner prescribed by law. How should this be done?

Answer: According to Art. 198 of the Arbitration Procedure Code of the Russian Federation, a company has the right to appeal a resolution or decision of any body within 3 months from the date of its receipt. To do this, you will have to apply to the arbitration court and provide evidence indicating the unlawfulness of the demands of the State Housing Inspectorate of the Moscow Region.

Question: GZHI MO issued an order to the Criminal Code to recalculate the previously issued invoice for the maintenance and repair of the house (the basis was an illegal increase in the tariff). But she did not comply with it and appealed to the Arbitration Court to appeal the issued order. Can tenants not pay receipts received citing inaccurate calculations and a legal dispute?

Answer: The management company has the right not to make a recalculation until it receives a court decision. However, the current legislation does not stipulate what residents should do until the end of the trial. Thus, it is better to pay the bill partially or in full to avoid accumulating debts.

Question: Upon filing a complaint about the lack of repairs at the entrance of the GZHI MO, the Moscow Region obliged the management company to carry out all the necessary work to improve its condition. But there are still no repairs, and residents are forced to use the entrance, from the ceiling of which plaster is crumbling and pipes are leaking. What to do in such a situation?

Answer: In this case, you should contact the State Housing Inspectorate again, pointing out that the Criminal Code is ignoring the requirement to carry out repairs. Based on such a statement, a fine will be issued for failure to comply with the order. If even after this the Criminal Code does not make the repairs, the State Housing Property Committee may go to court to oblige it to comply with the order forcibly.

How to write a collective complaint against neighbors to a local police officer?

A collective complaint against a neighbor to a local police officer is a document whose structure is similar to a single complaint. The document is filled out on a regular sheet of A4 paper and contains standard sections:

“Header”, where the addressee’s details are displayed.
List of neighbors making a petition.
Document's name.
The main text, which sets out the essence of the appeal and lists the violations.
Requirement to suppress an offense with reference to the legislation of the Russian Federation.
Date of filing the complaint.
Signatures of all applicants.

It is recommended to attach evidence of the offense in the form of photographs, video and audio recordings of violations to the complaint.

"Caption" of the statement

The “header” is placed at the top of the sheet on the right side.

1) The position of the addressee to whom the complaint is sent is indicated here, with the designation:

Name of the institution.
FULL NAME. local police officer.

2) Then a list of persons who are involved in drawing up the claim is set out, indicating:

FULL NAME. every neighbor.
Residence addresses.
Contact phone number (if available).

This item, due to the possibly large number of applicants, can be represented by one person acting on behalf of the team. You can write, “... From a group of neighbors...”. At the same time, at the end of such a complaint, the entire list of neighbors must be attached, indicating the above listed details and their signatures.

3) Next, in the center of the line you need to write the title of the document being compiled.

The applicants' further actions consist of presenting the content of the document.

Content part

The main text of the collective letter should contain a list of unlawful actions from which the applicants suffered. Here you need to describe the circumstances of each applicant with a requirement to eliminate the violation that will satisfy the group of applicants. Typically, such complaints are voluminous. The test should be presented in a businesslike tone, without embellishment - just facts.

After describing all the violations, you need to express a demand with reference to the legislative norms of the Russian Federation on the application of measures to the violator, with a request to report on the measures taken.

Finally, it is recommended to attach materials supporting the applicants' allegations. This may include photographs, audio and video recordings, as well as witness statements.

The document drawn up must be signed by all neighbors who have expressed a desire to file a complaint.

The legislative framework

When filing a complaint, you should be guided by the following legislative acts:

Housing Code of the Russian Federation dated December 29, 2004 N 188-FZ (as amended on July 31, 2020).
Code of the Russian Federation on Administrative Offenses dated December 30, 2001 N 195-FZ (as amended on July 31, 2020) (as amended and supplemented, entered into force on August 11, 2020).
Federal Law “On the Protection of Consumer Rights” dated 02/07/1992 N 2300-1 (as amended on 04/24/2020).
Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006. N 59-FZ (as amended on December 27, 2008).
Resolution of the State Construction Committee of the Russian Federation dated September 27, 2003 N 170 “On approval of the Rules and Standards for the technical operation of the housing stock” (Registered with the Ministry of Justice of the Russian Federation on October 15, 2003 N 5176).

Complain to the housing inspectorate on the website

The official website of the Moscow Housing Inspectorate https://mgi.mos.ru operates an electronic reception desk, which greatly facilitates the process of receiving and processing applications. No authorization required.

To correctly write a complaint to the housing inspectorate, follow the recommendations indicated on the official website https://mgi.mos.ru:

The fields of the online form must be filled out correctly.
Information must be reliable and complete.
The maximum size of a complaint is 4000 characters.
It is advisable to attach supporting documents to the document (no more than 10 attachments) with a total volume of up to 50 MB

Important! Pay attention to formats that can be processed and stored in the information systems of the Moscow Government. These are txt, doc, docx, pptx, xlsx, rtf, xls, pps, ppt, pdf, jpg, bmp, png, tif, pcx, mp3, wma, avi, mp4, mkv, wmv, mov, flv.

How to submit a complaint through the official website:

go to the “Appeals from Citizens” section on the official website of the Moscow Housing Institute and select “Electronic Reception”;
In the form that opens, you must fill in all fields marked *.

A complaint will not be considered if it:

anonymous;
does not contain an address to which a response can be sent or the address indicated in the letter is not reliable;
written using obscene language or its derivatives;
contains unclear abbreviations and acronyms;
is essentially spam, advertising mailing and does not apply to requests;
contains threats to the life or property of officials;
for other reasons established by regulatory legal acts of the Russian Federation.

Attention! According to the Federal Law of December 26, 2008 No. 294 “On the protection of the rights of legal entities and individual entrepreneurs in the exercise of state control (supervision) and municipal control,” complaints submitted through the online system “Electronic reception cannot be the basis for an unscheduled inspection.

Register on the public services portal

First of all, you need to register on the site. The portal identifies you for serious actions, such as obtaining identification documents, various benefits and allowances. The “cut down” version also allows you to pay fines and state fees. You can access limited functionality using your data and phone number. The code received in the message will register you according to a simplified procedure.

But if you plan to use all the features of the site, you need to verify your identity when registering. You can do this in several ways:

at specialized service centers, taking with you your passport and SNILS. The list and location of centers can be found on the website by searching for “user service centers”
via online banking. If you are clients of Sberbank, Tinkoff Bank or Pochta Bank, you can confirm your identity through online services. Since you also identified your identity as a client when registering with the bank, the interaction of banks and the gosuslugi.ru website greatly simplifies your life.
using Russian Post. You can request a confirmation code by mail from your unconfirmed account on the public service Internet portal. When delivering a registered letter, the postal operator will confirm your identity, and using the sent code you will give your account verified status.
If you are moving forward by leaps and bounds with modern technologies, you can confirm your identity using an enhanced qualified electronic signature or a universal electronic card (UEC). However, if you have all this, then most likely you are already registered for government services and are using all the benefits provided.

After registration, be sure to enter all reference data into the system. Availability of information about SNILS numbers, birth/marriage certificates, driver's license, medical policy and other information will greatly facilitate your work with the services offered.

The next stage is actually drawing up a complaint.

Powers of the State Property Committee

Before filing a complaint with the housing inspectorate (hereinafter referred to as GZHI), you need to carefully read the list of tasks that are under the jurisdiction of this service (Art. Housing Code of the Russian Federation):

Control over the quality of repairs performed in multi-apartment premises.
Control over the safety of residential premises.
Assessment of the condition of common premises and adjacent areas of apartment buildings.
Study of the technical condition of engineering communications of residential premises.
Monitoring the correctness of charges for utility resources consumed by residents.
Making decisions on recognizing residential buildings as unsafe and subject to demolition or reconstruction with the participation of the local administration.
Monitoring the correctness of all documentation related to residential premises.
Identification of citizens as those in need of housing.
Organizing the reception and consideration of citizens' claims related to the above issues.

The powers of the above-mentioned service can be defined as control over compliance with current legislation, acts of local administration concerning the proper functioning of the housing stock, as well as utility networks and landscaping.

The State Housing Property Inspectorate is obliged to accept a claim from a citizen, conduct an investigation into it, or provide him with a reasoned refusal to conduct one.

In addition, the Prosecutor's Office of the Russian Federation or the management company of the apartment building of interest can help in considering issues related to establishing peace in residential premises, the presence of garbage in public places, and non-compliance with standards for maintaining residential premises.

The main requirements that are presented to owners of premises in residential buildings by GZHI are as follows:

Compliance with car parking rules.
No litter in common areas.
Timely payment of consumed utility resources.
Maintaining a quiet regime for the comfort of neighbors not only at night, but also during the day, since many of them may have small children.
Execution of acts of local authorities.
Compliance with applicable laws.

Article 12 of the Housing Code of the Russian Federation “Powers of state authorities of the Russian Federation in the field of housing relations”