Procedure and rules for filing a complaint to the mayor of Moscow

Every citizen of the Russian Federation can file a complaint with higher authorities.

If the rights of people located in Moscow are violated, or there is improper performance of duties by officials and city services, an appeal can be sent to the mayor of the capital, Sergei Semenovich Sobyanin.

His work includes responding to statements received from residents and guests of Moscow.

Reasons for complaints

Important! Please keep in mind that:

Each case is unique and individual.
A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.

To get the most detailed advice on your issue, you just need to choose any of the options offered:

Request a consultation via the form.
Use the online chat in the lower corner of the screen.
Call:

Moscow region: +7
Leningrad region: +7
Federal number: +7

You can file a complaint with Sobyanin for the following reasons:

A fact of corruption among Moscow employees and officials has been recorded.
There are interruptions in the operation of public transport (in this case it makes sense to send a copy of the complaint to Mosgortrans).
Streets are cleaned irregularly or poorly.
There are problems relating to housing and communal services and the construction of residential buildings in the capital.
There are comments on the work of hospitals, kindergartens and other institutions for which the city administration is responsible.

Citizens also have the right to contact the mayor’s reception office in order to clarify the status of a submitted request or obtain up-to-date information regarding the work of municipal structures.

The list of reasons for complaint is not complete. The compiler can write a message if there are any problems if, in his opinion, they are within the jurisdiction of the city administration.

For example, the application may contain information about problems with illegal trade, disadvantaged residential areas or environmental pollution. If the complaint is filled out correctly, the law obliges the addressee to give an official response.

You can also send a complaint to the mayor of Moscow if other city structures do not respond to appeals.

In what cases can you file a complaint with the Moscow Mayor?

In 2020, any problem in the field of healthcare, education, transport, improvement or the economy of the city of Moscow can become a reason for a complaint to the Mayor of Moscow. For example:

Improvement and urban infrastructure

Poor quality or untimely completion of landscaping work;
Poor maintenance of the dog walking area;
Poor quality maintenance of a children's or sports ground;
Lack of sand in the sandbox on the playground;
Lack of trash bins in the required places;
Unauthorized (illegal) installation of objects;
Missing or damaged signs with the street name and house number;
Inadequate care of green spaces;
The number of planted trees and/or shrubs does not correspond to the stated quantity;
The presence of holes and potholes on internal driveways and sidewalks;
Unclosed hatch in the yard;
Flooding of the local area;
Advertising on the sidewalk;
Uncleaned yard area;
Placing garbage containers in violation of regulations;
Failure to comply with planned deadlines for connecting and/or disconnecting hot water supply;
Damaged entrance canopy;
Broken mailboxes;
Faulty ramp;
Failure or inaccessibility of the lifting platform for the disabled;
Poor maintenance or malfunction of the elevator;
Illegal rental of apartments;
Illegal residence of migrants in an apartment;
Malfunction of fire safety systems;
Homeless animals;
Littering the area.

Roads and transport

Unreadable road signs;
Erased road markings;
Faulty traffic light;
Faulty road barriers;
Flooding of the roadway;
Potholes on tram tracks;
Potholes on the roadway;
Parking meter malfunction;
Poor maintenance of lobbies and metro stations;
Failure to follow the route/schedule by public transport;
Garbage at public transport stops.

Trade and advertising

Exceeding the maximum cost of drugs;
Illegal placement of summer cafes;
Illegal hosting of weekend fairs;
Illegal placement of non-stationary retail facilities;
Demonstration of tobacco products;
Sales of tobacco products within 100 meters of educational institutions;
Violation of sanitary requirements for trade organizations;
Illegal installation of an advertising structure;
Inadequate condition of the advertising structure;
Sale of expired goods;
Sale of prohibited goods.

How and where to send a complaint

You can contact the Mayor of Moscow in writing or by calling the hotline. An online reception is also available on the official website of the city administration.

Contact information where citizens can send their complaints:

Online reception on the website of the Moscow City Hall via the link.
A city portal created for interaction between citizens and municipal structures. In addition to complaints, the resource accepts ideas to improve life in the capital. You can follow the link.
Address for written requests: 125009, Moscow, st. Tverskaya, building 13. The letter should be sent by Russian Post in a registered format. This makes it possible to receive notification of delivery. The complaint can be typed or handwritten. In the latter case, it is important to take into account that illegible handwriting may result in refusal of consideration.
Phone application “Our City”. After registration, you can send complaints using your smartphone. You can download it for Android applications using the link.
Mayor's Reception Hotline. Phone number. Due to high workload, delays and interruptions in reception may occur.
Personal visit to the Moscow City Hall. It is located at the address: Tverskaya Street, building 13. Reception of requests from the public is carried out in room 113. Opening hours are from Monday to Thursday from 8 a.m. to 5 p.m. You can also submit a complaint on Friday, but the reception ends at 15:45. When visiting in person, remember that the application must be drawn up in two copies. One is picked up by the employee in room 113, on the other he signs for receipt and returns it to the originator.

Heating hotline in Moscow 2020. Housing inspections for Moscow districts

District	Address	Telephone
Central	105094, st. Hospital Val, 5, bldg. 18	8
Northern	125252, Moscow, Khodynsky Boulevard, 11	8
Northeastern	129323, Moscow, st. Snezhnaya, 19	8
Oriental	107076, Moscow, Kolodezny lane, 14	8
Southeastern	109377, Moscow, st. 1st Novokuzminskaya, 10	8
Southern	113556, Moscow, Varshavskoe highway, 74, building 3	8
Southwestern	117452, Moscow, Simferopolsky Blvd., 24, bldg. 7	8
West	121351, Moscow, st. Polotskaya, 25, bldg. 1	8
Northwestern	123298, Moscow, st. Marshala Malinovsky, 8	8
Zelenogradsky	124527, Zelenograd, bldg. 841, n.p. 14	8
Troitsky and Novomoskovsky	117042, Moscow, st. Yuzhnobutovskaya, 52	8

You can also send a written request to the inspection. If the problem with the lack of heating is not resolved, then you should contact higher authorities: Rospotrebnadzor, the prosecutor's office and the local administration.

Drafting rules: what you need to consider

When writing a complaint, keep in mind that the text must be literate, concise and business-like. It is better to omit emotional digressions and subjective assessment, as well as facts not related to the subject of the appeal. The use of jargon and obscene language is unacceptable. This may result in refusal of consideration.

The text, in addition to describing the problem and the requirements for its solution, must contain the data of the originator and his address. Anonymous messages are not accepted. The same applies to complaints with fictitious or inaccurate information.

It is recommended to attach documents confirming the problem to the application: expert opinions, written responses from other authorities, etc. Evidence in the form of photographs and video materials (if the situation allows for them) will also not be superfluous.

If the complaint contains information about the inaction of city institutions, it would not be superfluous to attach copies of statements with signatures on receipt. If the refusal came from specific persons, their full name should be indicated. and positions.

A sample complaint can be downloaded from the following link.

Do I need to write?

First of all, we suggest that you once again critically consider your question and contact the city manager. Should I write a letter to Mayor Sobyanin? Does he have the authority to solve your problem? Can the mayor give a comprehensive answer to the question or help you within the limits of the law?

Very often, citizens send questions to the city mayor that he is not competent to resolve. Even if these are cries for help from desperate people. Often appeals are sent to Sergei Semenovich, bypassing lower-level managers who are able to deal with this problem. For example, if you want to complain that the garbage in your yard is not collected on time, then it is better to send this complaint to the head of the management company - the problem will be resolved much faster.

If you want to write a letter to Mayor Sobyanin, having encountered violations of the Criminal, Civil, or Family Code, then it is unlikely that a representative of the executive government will be able to help you. It is better to send an application to law enforcement agencies and go to court to file a claim.

A personal message to the mayor is a successful way to solve a problem only if S.S. Sobyanin has the legal opportunity to resolve it, if other methods were powerless.

What can you write a complaint about?

It is necessary to file a complaint against the housing and communal services of the city of Moscow if the problem of the residents of an apartment building lies within the competence of this service. This could be a problem with:

serviceability of the elevator;
heating;
stairs and ramps;
leakage of the roof and entrance canopy;
clogged garbage chute;
proper condition of mailboxes;
the impossibility of living in the house due to its emergency condition (the problem often lies in the reluctance to recognize the building as such);
utilities - lack of hot water supply or cold water;
the need to carry out major repairs to the interior of the building and the facade;
windows on staircases;
cockroaches, rats and mice, general unsatisfactory sanitary and hygienic condition of the entrance;
faulty entrance door.

All these problems must be eliminated as soon as possible, as they make it uncomfortable for apartment owners to live in this building.

Powers of the Moscow Mayor in 2020

In accordance with the norms of current legislation, the highest official of the city of Moscow is its Mayor. On September 18, 2018, Sergei Sobyanin took office as Mayor of Moscow. At the inauguration ceremony, the Mayor of Moscow thanked the citizens for their trust and announced the continuation of reforms in the field of healthcare, transport, improvement, city economy and education.

What exactly is the job of the Moscow Mayor? To answer this question, we need to familiarize ourselves with the text of the Moscow City Charter.

In accordance with the provisions of Art. 41 of the above charter, the current Mayor of Moscow has the following powers:

Formation of the Moscow Government;
Determination of the structure of executive authorities of the city of Moscow;
Signing and promulgation of the laws of the city of Moscow adopted by the Moscow City Duma;
Conclusion of contracts and agreements;
Issuance of decrees mandatory for execution throughout the city of Moscow;
Monitoring their implementation.

If nothing helps, what to do?

If none of the representatives of the above institutions could help, and the problem gets worse, you need to report the problem to the prosecutor’s office or court.

Important: it is necessary to involve a lawyer (possibly collectively) so that he can help draw up a claim or statement correctly, with a clear indication of those articles of legislation that were violated in this case.

A competent approach to the matter in some cases will even help to recover financial costs from housing and communal services.

Consequently, you can leave a complaint about the work of housing and communal services (HCS) in Moscow online, using the official website of the mayor, the Our City platform, or by calling the hotlines of the reception of the City Government and the Public Chamber of the Russian Federation.

If emails and calls do not find the addressee, you should make an appointment with the mayor of the city, or submit an application to the prosecutor's office. But most often, complaints about housing and communal services in Moscow to the mayor's office do not go unnoticed, since most problems really fall within the competence of the utility organization servicing the apartment building.

How to send a letter through the official website?

There are several ways for Muscovites to reach the city executive authorities.

Via the website mos.ru

The easiest way to contact Sobyanin is to open the official website of the Moscow Mayor mos.ru and write a letter. To do this, you need to perform the following steps.

Enter in the address bar of the search engine: https://www.mos.ru/feedback/individual/. The same letter form is available for individuals and legal entities.
If you are a citizen, select the “for individuals” tab.
In the “Recipient” field, indicate “Moscow Government”.
Fill out the fields with personal data, indicating your last name, first name, patronymic, place of residence, email, phone number.
In the “Gist of the issue” field, briefly describe your complaint (for example, “Illegal placement of a hairdresser in a residential building”).
In the “Content of appeal” field, state the problem with references to the facts, perpetrators, legal norms that justify your demands. The letter size is no more than 4000 characters.
Below, be sure to indicate which bodies and structures you have previously contacted.
If necessary, attach additional files that prove the correctness of your position (photos from the scenes of violations, testimony of witnesses, signatures of citizens interested in the problem).
Enter the captcha and agree to the processing of your personal data.

Before you write a personal or open letter of complaint to Moscow Mayor S.S. Sobyanin, think again whether all means of combating violations have been exhausted. For example, we do not recommend contacting Sergei Semenovich if the garbage in your house is rarely taken out or the entrance is not cleaned at all.

There is a housing and communal service for this. Also, the mayor’s competence does not include the suppression or investigation of crimes and administrative offenses. This is what law enforcement agencies do.

How to write and format a letter correctly? It is important to follow the following rules.

Formal business writing style . Avoid emotional statements and value judgments. Do not use exclamation or question marks in the text.
Absence of profanity , swearing, jargon and slang, offensive and rude statements addressed to other persons.
Indication of real personal data . If you leave the fields empty or write a pseudonym, your request will not be considered.
Absence of gross spelling, punctuation and stylistic errors . Typos and errors in themselves do not entail refusal to consider the letter. But you want the final recipient to understand you correctly?
Brevity is the soul of wit.
Maximum specificity : dates, perpetrators, actions committed, legal norms, evidence.
Mandatory mention of the measures you have already taken and the reasons why they were unsuccessful (which authorities you contacted and when, why you were refused).
Contents of the request . State clearly what S.S. Sobyanin should do to help you.

The incoming letter will be reviewed by employees or personally by Sergei Semenovich within 30 days.

Through the portal gorod.mos.ru

You can also write a letter to Moscow Mayor Sobyanin through the “Our City” Internet portal.

Create an account on the Moscow Government website and receive a SNISL number.
Log in to the portal.
If you want to write a complaint to Sobyanin, then select the button “Mayor, I have a problem" Compose the letter according to the rules indicated above and send.
To post on the portal a proposal to improve the life of the city, click the button “Mayor, I have an idea.", select a section (for example, "Apartment buildings") and leave a short message. It will be published on the portal.

What complaints do people write?

Here we will show samples of complaints that residents submit to the mayor for consideration.

Do you urgently need to contact the government of the Russian capital? Do you need to call the city hall at night?

There is a special Sobyanin hotline for this:

and the city mayor's administration

Work with the population is carried out around the clock, but through special telephone channels.

If you don’t get through by phone, use the official portal of the Moscow city authorities: mos.ru. In this case, you will have the opportunity to select the department of interest and submit an application online.

Sample letter

Before sending a letter to Sobyanin on the official website, read a sample of the correct text so as not to face a refusal to consider it.

“In residential building 46 on Zubovskaya Street, on the first floor of the third entrance, the Bashenka hostel opened. I, like the other residents (signatures in the attached file “Neighbors.docx”), constantly encounter noise, drunken visitors and music in the evening and at night. Hostel guests litter the entrance and disturb the peace of peaceful residents. Thus, the owners of “Bashenka” violate the norms of Federal Law No. 11 of 01/01/2011, Resolution of the Government of the Russian Federation No. 12345 of 02/01/2003. I ask you to initiate an inspection of the Bashenka hostel for compliance with Russian legislation.”

This way, you don’t have to sit in lines and collect countless papers to assert your rights. Thanks to advances in information technology, you can pose a problem in an email to the mayor and receive a response within a few days.

Feedback from the government to the population is one of the wonderful opportunities that a democratic society gives its citizens. Residents of the capital have a chance to directly report on painful issues, share their suggestions, and learn important information first-hand by contacting the city mayor. But how to write a letter to Sergei Semenovich Sobyanin? Muscovites have several ways to contact the city governor. We will analyze each of them in detail, providing the reader with the necessary instructions. In addition, we will present examples of letters and a sample electronic appeal to the popular official portal Mos.ru.

What can be resolved via the Moscow Mayor's hotline?

You can contact us on various issues that relate to the work of city authorities. Some are resolved faster through correspondence in the online chat of the official portal. For others, you can only get an answer if you call the Moscow mayor's hotline.

This greatly facilitates contact between the administration and the population; citizens do not have to stand in line for appointments.

Reasons why people usually contact the mayor's office:

General message.
Complaints about the work of housing and communal services.
Get information on how to get health care benefits.
Express dissatisfaction on behalf of the townspeople regarding the uncoordinated work of medical institutions and personnel.
Make an appointment with a highly specialized specialist providing public services.

On the portal of the state website, the hotlines of Moscow Mayor Sobyanin and all other employees are posted distributed among departments.

Phone numbers for next	Numbers
Submitting/receiving letters	692-17-03 692-16-94
Resolving problems related to the work of the police (Ministry of Internal Affairs, Department of Internal Affairs, State Department of Internal Affairs).	777-11-47
Press center	620-27-17
Appointments with officials of the Moscow Government	633-51-90

After a call or communication through the website, the administration employee resolves the matter independently, or transfers the client to a more competent representative of the special department.

General issues

The telephone is used for complaints on general issues of the following nature:

It is necessary to inform that somewhere a fact of corrupt manipulations has been noticed.
Complain about impropriety or abuse of power by officials.
Report about poor performance of city transport.
Inquire about receiving benefits and allowances.
To inform or, conversely, obtain information on how to solve existing problems in the area that require urgent intervention.
Government institutions function poorly (for example, the issue of housing and communal services regarding lighting of the territory).
Point out enterprises that openly pollute the natural and urban environment in violation of all established Rules.
Social side of appeals.
Trade, services.
Repair of roads, tram tracks.
Arrangement of green areas of the capital.
Management of city and regional economy and others.

Ways to contact:

Options	Contacts
Addresses

(basic)

Or: 121205, st. Novy Arbat, 36/9, metro station "Smolenskaya".

City Hall hotline, 103032, st. Tverskaya, 13-M.

There are also:

department for submitting/receiving letters;
press center (on duty).

"Mayor of Moscow"

Tel.: 290-85-21.

Tel.: 203-69-12.

First, you will need to introduce yourself over the phone, then the essence of the matter will be drawn up. Calls are transferred to the department whose task is to resolve specific requests received from the public. For example, it is the department responsible for the normal operation of transport that will be able to quickly and effectively help a citizen or a representative of a company.

Heating hotline in Moscow 2020. Permissible heat standards

According to current regulations, in living rooms, as well as in the kitchen, the air temperature should be at least +18 degrees, in the bathroom or combined toilet - at least +25 degrees.

Utilities must provide uninterrupted heat throughout the heating season. Allowed breaks:

no more than 24 hours per month;
no more than 16 hours continuously, if the temperature in the apartment is not lower than plus 12 degrees;
no more than 8 hours continuously at a temperature of plus 10–12 degrees;
no more than 4 hours continuously at a temperature of plus 8–10 degrees.

If these rules are not followed, then the heating fee must be reduced for each additional hour by 0.15 percent of the amount for the period in which the violation occurred.

City Hall opening hours

Not all phones accept calls 24 hours a day. But the Moscow Government has made sure that its official portal has the opportunity to write at any time.

The following mode of operation of Call centers is presented:

Department names	Contacts	How they work
Getting help information	Tel.	8:00-20:00

At night, there is an answering machine, with the help of which basic information is submitted in an informative mode.

(495) 957-04-44

Every day, except holidays and weekends.

Fri and 2nd Sat of the month – 8:00-12:00

Lunch break – 12:00-13:00.

Not only those living in the capital of the Russian Federation, but even those who want to contact the Moscow City Hall from abroad can get through via channels that operate around the clock.

Reasons and grounds for power outages

Causes of power outages can occur unexpectedly due to accidents. Or the outages are related to planned repairs or preventive maintenance. Let's consider both cases in order.

Unscheduled

Options for unscheduled power outages:

A breakdown that resulted in partial or complete failure of the power supply system. The likelihood of breakdowns is determined by the level of maintenance. From the consumer's point of view, such problems are unpredictable and cause a lot of inconvenience.

The reasons may be equipment wear or bad weather : strong wind, rain or snow. Occasionally, various types of natural disasters or other emergencies may occur.

When we talk about eliminating network failures, we should not forget that in some cases emergency situations (lack of electricity) can be created not by the network, but by the consumer.

In such cases, it is necessary to turn off the power grid to carry out repairs .

Unauthorized repairs to electrical networks in an apartment can cause a lack of light in the entire house.

Sometimes it happens that the company that maintains electrical networks replaces one another. During the transfer of cases, technical malfunctions are possible, which can lead to interruptions in the operation of electrical networks.

Planned

When lights are disconnected and connected, this does not always mean there is a problem. Like any technical object, electrical networks must undergo maintenance. During maintenance work, time-limited outages may occur.

In this situation, the question of why there is no light should not arise, since consumers are notified of the outage in advance .

Debt liability

The reasons for a power outage may vary. But there is one reason when the disconnection is the fault of the consumer himself or a group of people living at the same address.

We are talking about the appearance of arrears in paying electricity bills in an apartment, entrance hall or in the entire house.

The legislation establishes measures of influence on debtors in order to return public funds.

Therefore, when there is a power outage as a result of debt, you should not be surprised by this phenomenon and complain to higher authorities. The light will appear after the debt is paid off and the fine is paid.

Official website of the Mayor of Moscow

The scheme of how the Moscow Mayor's website works to serve the public is exactly the same as when making a telephone call.

When writing to online chat:

I need to introduce myself.
Explain the reason why you are contacting.
Get basic answers.
If necessary, operator-administrators will connect you to the department of the mayor's office that is needed.
You can immediately draw up and register a complaint, claim, request, or appointment.

You can write a letter to Sobyanin on the official website if you use the “Feedback” button. It is located in the upper right corner of the portal page. After the new page opens, you need to select the required section for your question.

Letter by mail

How to write a letter to Sobyanin? Of course, the traditional method is also worth mentioning. A complaint, problem, proposal is stated on paper, sealed in an envelope.

Please note that if you decide to write a letter to Sobyanin by mail, you can deliver your message either personally or by entrusting this matter to the postal service. Let us present these paths in detail:

You are planning to write a letter to Sobyanin. The recipient's address on the envelope is as follows: index 125032, Tverskaya street, 13, fifth entrance, room No. 103. Of course, this is not Sobyanin’s office, but a department where employees sort letters from Muscovites.
Once you have decided to write a letter to Moscow Mayor Sobyanin, the message can be delivered personally for greater reliability. To do this, you need to come with an envelope to the address: Tverskaya, 13. Go to office No. 103. Be careful: requests are accepted only on weekdays from 8:00 to 17:00. Friday will be a shortened day - letters are accepted until 15:45. In this case, be prepared to fill out two applications. One copy should be left at the reception, and the second (with the registration mark issued by the employee) you take with you.

The period for consideration of your message in this case is 30 days

Electronic appeal

But still, most citizens in our age are interested in how to write an email to Sobyanin. No wonder. Contacting through the form on the official website is the fastest and most convenient method of all presented; it requires a minimum of effort from the addressee. The review period is the same as for written messages. That is 30 calendar days. Your application must be registered within three days.

To leave such a message to the mayor, you need to open the official portal of the Moscow Government Mos.ru in your browser. Next, you go to the “Feedback” section - “Appeals to executive authorities”. A standard form will open in front of you, in which you need to enter your appeal, proposal or question. We will definitely present a sample “How to write a letter to Sobyanin” further.

You will see that you will have a choice of two forms - for individuals and legal entities. You will need the first one (for individuals). We also note a special advantage of electronically contacting the mayor: you can attach files with the necessary information on the case to the message. It is allowed to leave up to 10 such documents with one letter, each of which should “weigh” no more than 5 MB.