“Radishcheva, 37 – there is a large ditch along the road”, “How long on the street. Gagarin will there be large bags of garbage?”, “Who cleans up the coastal part of Ice Lake? It’s very dirty there”... Where do Murmansk residents call with these questions? That's right, to the unified duty dispatch service "051", which has been operating in the polar capital for the eighth year. True, now city residents are increasingly faced with a situation where “051” answers them: “Sorry, we can’t help, your management company has refused our services.” Komsomolskaya Pravda tried to figure out why this is happening.
They are moving away from transparency...
The services of the unified duty dispatch service “051” were abandoned at at the moment 6 management companies. But it’s the residents who lose the most from this, according to “051”.
Most management companies that leave “051”, as a rule, cease their activities in the near future or lose part of their housing stock. This is “Zhiltsentr” - once the largest company in Murmansk, housing and communal services in the Oktyabrsky district (out of 150 houses, 45 remain), MZhEK, “Murmanremstroy”, “Zhilspetsstroy” are following the same path. “Sevzhilservice” recently refused to cooperate... So, the level of service for houses by the majority of these management companies is getting worse, the deputy is sure. Director of EDDS “051” Vladimir Stern. – By refusing our services, they exclude the transparency of their activities. Companies are afraid that information about violations or poor quality work in their housing stock will be used against them. And normally functioning management companies only welcome transparency, because from us they receive objective information about the work of their contractors. If they worked poorly, there are repeated applications, then the management company can fine them.
By the way, the system for monitoring the execution of orders made through “051” is very strict: urgent orders must be completed within 24 hours, others - within 3 days. The “051” service transmits information about violations to district administrations, Rospotrebnazdor, the State Housing Inspectorate, and the prosecutor’s office. In a word, everything is under control.
Many management companies at one time tried to tell us: “Guys, I’m paying you money, and therefore information about me is confidential,” continues Vladimir Yuryevich. - They were explained every time that we are a municipal organization, and if they want to use our services, then within the framework that the municipality requires of us. After six months, a year, the Ministry of Housing and Communal Services and the mayor's office ask us for statistics: how many frozen houses there were, how many accidents, incidents in the housing stock - thereby obtaining an objective picture of the work of the management company. In general, there should be a duty dispatch service in every organization that manages the housing stock of Murmansk, similar to those in Gorgaz and Vodokanal. However, emergency dispatch services organized in a number of management companies do not have the same operational base, trained personnel, or technical means as ours. And their waiting time on the line is minutes, ours is 9 seconds.
...or saving residents money?
There are 2,560 residential buildings in Murmansk, three quarters of them are under the control of “051”. And residents of building 621 must contact the dispatch services of their management companies. Naturally, companies that broke with “051” have their own arguments.
The decision to terminate the contract with EDDS “051” and create its own emergency dispatch service was made in order to remove residents of other areas from the queue and thereby reduce the waiting time for its residents. Moreover, creating your own service will save significant funds paid by the owners of the premises apartment buildings, - commented and. O. general director LLC Management Company Murmanremstroy 1 Alexander Zhivoderov. – As a result of the transition from EDDS “051” to our own emergency dispatch service, it became possible to respond more quickly to emergency situations, more accurately plan the implementation of current work, monitor the quality of services provided, interacting directly with the repair work performers.
What a savings cash? - they are surprised in response in “051”. - Our fee is only 15 kopecks per square meter. So, if a person has a three-room apartment with 66 meters, then he must pay only 10 rubles a month, and for a two-room apartment - 5 rubles. This is 900 rubles per 6 thousand square meters. meters. When servicing the house, management companies collect 240 thousand, can’t they really allocate 900 rubles from it?
It seems that there are more arguments in favor of "051". However, the residents don’t care what dispatch service their “managers” have entered into an agreement with. The main thing is that there is a result. But sometimes this is very difficult to achieve...
NUMBERS ONLY
Where to call with problems?
Unified duty dispatch service " 051 » - tel. 051
Emergency dispatch service "Sevzhilservice" - tel. 631-051
Emergency dispatch service "Murmanremstroy" - tel. 696-051
Emergency service of the Oktyabrsky District (residents whose houses are served by housing and communal services of the Oktyabrsky District and Management Company "MZhEK" call here) - tel. 44-64-52
14.05.2012 17:41
Management companies say goodbye to “051”
In their opinion, it is more profitable to create your own emergency dispatch service
The New Year began for residents of the Leninsky District with a surprise. So far, however, it is not clear whether it is good or bad. The management company Sevzhilservice has created its own emergency dispatch service. Now residents of 416 Murmansk houses served by this company can complain about a broken pipe or poor performance of a janitor by calling a 24-hour phone number that symbolically ends in “051”: 631-051. Now the traditional complaints about non-working elevators, uncleaned entrances and leaky roofs will not be accepted by the Leninists to the single duty dispatch service “051”. The city service will listen to Murmansk residents served by Sevzhilservice only if the call concerns the safety of people. And, for example, a resident with a complaint about a clogged garbage chute will be sent to the “emergency room” of Sevzhilservice.
I wonder if the quality of delivery will improve after such an innovation utilities"Sevzhilservice"? After all, this “manager” has a lot of complaints, and her name pops up every now and then with an unkind word in all the city media. For example, last fall there was a big utility scandal with this company. Just before the start of the heating season, Sevzhilservice unexpectedly refused to service more than 80 houses, of which 32 had their elevator units dismantled. Because of this, warmth came to the homes of Murmansk residents at the wrong time. Then the city administration had to intervene. In the case of this company, there were also human injuries. That same fall, in one of the houses serviced by the management company, a woman fell into a hole under the porch. Therefore, it is still difficult to say that after the introduction of the emergency lights everything will improve.
However, Sevzhilservice is not a pioneer in creating its own dispatch service. The manager followed the path of another company - Murmanremstroy, which last year had its own emergency dispatch service, the phone number of which also has a beautiful ending - 696-051. Why is there such a situation that management companies say goodbye to the “051” service?
The machinations of enemies?
Our mayors are also aware of this “flight” of management companies. And they agreed to comment on the current situation.
This is another indicator that our management companies do not always take a responsible approach to changes in the life of our city,” began head of administration Andrei Sysoev. - And for some reason they decided that they could organize their own emergency information services. This is wrong. To my deep regret, this affects the speed of information flow regarding all sorts of troubles in housing and communal services. Moreover, EDDS (single duty dispatch
service - Ed.) is also an element of the security system, it is part of the emergency system. And so now we are working very carefully with our rescuers, with our firefighters, in order to finally return our management companies to the fold. Not in order to overload them in any way, but so that information is centralized to the city and all emergency services and the entire emergency system can work effectively.
The editors of "Upravdom" will immediately explain to readers the difference between the city dispatch service and the emergency service management company. In the first case, dispatchers only accumulate and transmit information about incidents to the appropriate authorities, and in the emergency dispatch service they also carry out work to eliminate them.
Meanwhile, head municipality Alexey Weller completely considered this act of the Criminal Code to refuse assistance from “051,” as they say, “the machination of enemies.”
The question is, why do some management companies move this way? After all, the financial burden for which our service “051” serves is extremely small. I think that creating your own services is even more expensive in terms of financial costs. And, frankly, there is only one assumption - so that the administration of the city of Murmansk does not receive that information of an operational nature, but what is actually happening in the housing stock subordinate to these management companies, says Alexey Borisovich. - After all, you need to understand that when information is received from “051”, all complaints are taken under the control of the administration. But when the management company, as they say, bends the path, the city leadership does not see this current flow of complaints. Apparently, the Criminal Code hopes that the administration will somehow go slightly blind and deaf. This is the wrong step, we will try to find leverage so that the management companies abandon this reckless step.
What does the city dispatch center do?
Former director and creator of the unified dispatch service “051” Valery Barmin agrees with Weller and Sysoev. After all, if earlier, when service “051” served, its dispatchers not only recorded complaints and sent them to management organizations, they also controlled the work of housing services. The control system for the execution of orders made through “051” is very strict: urgent orders must be completed within 24 hours, others - within three days. The “051” service transmits information about violations to district administrations, Rospotrebnazdor, the State Housing Inspectorate, and the prosecutor’s office. In a word, everything is under control. Will Sevzhilservice and Murmanremstroy also promptly send information?
Our service was created so that applications from the public are not lost, in order to track their execution, so that they can thereby be analyzed. "051" has an electronic database. And since the creation of the organization - since 2005, not a single application has been lost. Try to find them in the housing department! - Valery Barmin says. - I also want to say that maintaining such a service in a management company is a very expensive pleasure. For example, there was not enough money for the “051” service. Why did we bring her under GOES ( Civil defense emergency situations - Ed.)? So that there would be at least some help from the budget, because not all management companies were in a hurry to conclude service contracts with us. Of course, this help from the city is not large - only 30-35 percent. Considering that this money came through a competition, the organization could very well find itself without budgetary funds.
By the way, “Murmanremstroy” left the “051” service, according to Valery Barmin, because of resentment.
Due to the fact that the dispatch service did not take their side in disputes over houses, says Valery Yuryevich. - How could “051” independently decide where whose houses are? There was an agreement with the management company that maintains the house and, therefore, applications were transferred to it. This continued until there was an official court decision on how the dispute over the houses was resolved. I, as the head of the service, could not independently change the contract and start transferring applications to another manager.
Management companies cooperate with “051” by paying a subscription fee (20 companies, see “Note”).
Our service was created in order to put control over the work of housing departments (“051” was created at a time when all housing departments were municipal enterprises, i.e. The city controlled its own employees. Now the situation has changed - Ed.), says Valery Barmin. - When we created “051”, the number of complaints about housing and communal services decreased by 70 percent. Because people knew where to call and knew who to swear at. Of course, our dispatchers accepted all the negativity, but what can you do - that’s the job.
Alternative or hindrance?
We also reached the head of Murmansk Emergency Dispatch Service LLC, Andrey Romantsev.
If, for example, a resident cannot directly reach the management company, then we accept the application. After all, about 40 percent of calls from Murmansk residents reach our service, which speeds up the response to emergency situations. We record the application in our operational journal and hand it over to the housing department ourselves, and we have it under our control. For example, in winter, glass must be replaced according to the rules within three days. And we mark the deadline in the journal,” explains Andrey Stanislavovich. - “051” transmits by email, and we personally and make sure to record to whom the information was transmitted, that is, all events are reflected in our own database.
Consequently, information about incidents in this case is also not lost, as in the case of calls to “051”. The necessary data can be easily retrieved upon request.
This ADS is listed as cold, hot water, light, heating and sewerage. But it can also help with the situation of cleaning the entrance. Previously, only the city dispatch service dealt with this issue.
We serve three districts,” continues Andrey Romantsev. - Residents of those houses for which we have concluded contracts can contact us. These are, for example, such large ones: “Zapolyarye Service”, “MetiA”, “Stroytekhresurs”, “Oktyabrskoye ZhEU”, MUP “MUK”. There are also a number of HOAs.
The advantage of “emergency lights” is that you can call them directly around the clock. Specialists will come to you at any time of the day or night. And in the case of “051,” for example, which, although it is also 24-hour, in some cases you will have to wait a long time for specialists. While they complete the application, enter it into the computer and send it to the necessary departments. Just imagine, if a pipe bursts during the night, there is absolutely no time to wait. After all, the amount of compensation that will have to be paid to neighbors is growing every minute...
Information, in my opinion, should go through the emergency department, which serves the housing stock, because we know better on the spot and can offer more control. Thus, the intermediate link disappears - the EDDS, which needs to be paid for the transfer of information (transit), and renovation work we do it anyway,” says Andrey Stanislavovich.
As for costs, let's say small company with 25 houses under maintenance, EDDS will pay about 20 thousand rubles per month, which is not much. Based on a tariff of 0.13 kopecks per meter of living space. However, if there are more buildings, then you will have to pay more: for 150 houses - 120 thousand, then you can already think about own service, or enter into a contract directly for emergency service. This is what homeowners' associations and housing cooperatives do, saving every penny. We should be paid based on the work performed at the accident site.
By the way, some management companies enter into two contracts simultaneously: with “051” and with the emergency service. Consequently, the city dispatch center also cooperates with the emergency crew. But it will be much more effective and faster to call directly to the emergency dispatch service and call a specialist than to wait until your application goes through a large circle of various authorities and reaches the right one. Moreover, as Andrey Romantsev correctly said, in his subordinate housing stock it is always clearer what problems there are.
And, of course, an important plus is that our own emergency services will not actually hide any information even if they wanted to. After all city administration can always request a report on applications received and work done. Conscientious emergency dispatch services must record everything in their own database. Therefore, you should not be wary of them.
The “051” dispatch service and the emergency dispatch services of management companies are not actually mutually exclusive. The latter in this case looks like a good alternative. The negative attitude of city leaders towards them can probably be explained as a tribute to fashion, following modern trends so-called political PR, when the authorities, through their excessive abuse of the Criminal Code, create the appearance that they think about the people and are trying for them. This position has its advantages: municipal control There certainly should be, but there is no point in organizing a “witch hunt,” there must be moderation in everything.
Victoria Egorova
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