Original title: The hotline cannot be reached and the person who comes in does not care about the problem. It is difficult to cure the root cause but to treat the symptoms (quote)
Who should residents call when their heating is running out of water? (Topic)
Photographed by Beijing Daily reporter Jing Yiming and intern reporter Gao Yuanwen
On November 6, trial heating was launched in the market, and official heating was ushered in the next day. In the past two days, the radiators in some citizens’ homes have suddenly leaked water. When they called the 12345 citizen service hotline and reported the problem to this newspaper, they seemed anxious and helpless. The water leaking from the heater is spreading to every room and even to the neighbor’s house. I’m so worried! I made several calls for help, but received responses such as “all agents are busy” and “we are not responsible for this matter”, which further aggravated citizens’ anxiety. Faced with heating leakage problems in different situations, which departments and units should take responsibility and help residents stop losses as soon as possible? Reporters rushed to the scene to investigate.
The heater in a resident’s home in Jingxige Community ran out of water, so he had to use a basin to rescue him.
The property manager closed the valve twice but it didn’t stop the leakage.
At 7:05 a.m. on November 7, what woke Ms. Zhu, a resident of Jingxige Community in Dongcheng District, was not an alarm bell, but a sound similar to water leakage and air leakage. Ms. Zhu hurriedly checked, but unexpectedly stepped into the water as soon as she left the bedroom. The water flowed out from the bathroom. I don’t know how long it had been leaking. The floors in the living room and kitchen were all wet. At this time, the water was spreading towards the bedroom.
Ms. Zhu discovered that water was pouring from the bottom of the radiator in the toilet. The family quickly got a basin to collect the water. The basin had to be changed in less than 5 minutes. While collecting water, she hurriedly called the heating unit, but the line was always busy. Although there is a knob under the radiator in the toilet, which can be turned to block the radiator, it doesn’t work no matter how hard it is tried, leaving the family in a hurry. The building where Ms. Zhu lives is a household heating system, and the main valve is not at home, but in the tube well in the corridor. Opening the door of the tube well, there are quite a few valves inside. “How dare I touch this? If I turn it off wrongly, I will stop the heating in other people’s homes.”
“Our people in charge of the project are off today.” Ms. Zhu called the property management company and received this reply. Ms. Zhu said that on the first day of heating, how could the property management not leave someone who understands engineering in place. After her repeated requests, the property management finally sent someone to help solve the problem. Ms. Zhu said that the property management staff came three times in total. The first time they turned off the wrong valve and the heater was still leaking water. The second time they not only made the mistake but also stopped the tap water in her home. It wasn’t until the third time they came to the door that they found it. Right valve.
At noon on November 7, the reporter came to Ms. Zhu’s house. At this time, the leaking radiator in the toilet had been removed. To stop the water, two new valves were installed at the mouth of the pipe. It turned out that in order not to delay heating, she had to find a company that sold radiators and come to her door to replace them with new ones. After struggling all morning, the main valve was closed, but there was still a slight leak in the pipe. The technician who came to the house installed two new valves.
What puzzles Ms. Zhu is which department should be contacted first to solve the problem quickly when encountering such a problem. For this reason, the reporter came to the community property to verify. The property staff responded that the person responsible for engineering maintenance was indeed on vacation that day, but a dedicated person had been assigned to solve heating-related problems. According to the agreement between the residential property and the heating unit, the heating unit shall be responsible for problems arising in tube wells and indoors.
“Tube wells are not our responsibility, but we cannot ignore the emergency situation at residents’ homes.” Faced with residents’ doubts about the property management attitude, the staff member explained that similar situations had occurred in previous years. We helped the residents stop their losses and moved the valves in the tube wells. Later, when the heating company came to repair the valves, “they said that because we moved the valves, it would be difficult for them to identify the problem and determine the responsibility. So if this happens again, we will It’s also difficult to take measures against the property.”
No. 70, Beilishi Road
Even after running for water and making phone calls at my neighbor’s house, I couldn’t even knock on the door.
On the morning of November 7, when Ms. Li, a resident of Building 2, No. 70 Beilishi Road, went out, she found a lot of water in the corridor. Since her heater did not leak, she deduced that it might be the neighbor’s heater. The pipes are leaking. Since there was water in front of the two houses next door, it was not easy to tell which house the water came from. Because she was in a hurry to get to work and didn’t know who to call to deal with the water leakage in her neighbor’s house. She was also worried that if the leakage was not dealt with and water might flow into her home, Ms. Li quickly called the 12345 hotline.
Among the complaints about heating-related issues received by 12345, there are many complaints about “water leaking from neighbor’s house”. Because they don’t know the neighbor’s contact information and can’t knock on the door, they don’t know who to contact for a while, so many residents will call 12345 directly. Coincidentally, a similar situation occurred in Jiayuan Sanli Community in Fengtai District a few days ago. The resident told reporters that the leak was upstairs in her home, and when she discovered it, the leak had already soaked her ceiling. But when she called the community phone number for help, she only got the number of a heating unit. After calling the heating unit, the maintenance man came to the door, but he also couldn’t knock on the neighbor’s door… The repeated calls wasted a lot of time and the loss was even greater.
If there is a problem involving a leaking heater in a neighbor’s house, can we only find a heating unit to solve it? The reporter asked multiple streets and communities, and the response they received was that communities and property properties now have WeChat groups with residents. Residents can report problems through the WeChat group as soon as possible, or call the community or property management to report problems, so that they can report problems in the best possible way. Quickly find residents whose homes are leaking but no one is home.
“If the heating unit’s phone number is busy, the first thing we think of is to call the neighborhood committee or property management phone number.” Residents hope that for emergency repairs of heating problems, relevant departments and units can coordinate and cooperate and take the first call of responsibility, so that These urgent issues are quickly resolved, or residents’ demands can be quickly communicated to the corresponding departments.
A heating pipe burst in a resident’s home on the second floor at the east gate of Building No. 1 in Chaijiawan. When the water was at its deepest, bricks were needed to pass through the passage on the first floor.
Building 1, Chaijiawan
Residents are worried about aging pipes bursting
On the night of the heating trial on November 6, some residents contacted this newspaper anxiously, reporting that the heating pipes of unknown households in Chaijiawan Community burst, and the front of Building 1 was full of water, which even spread to the road.
At around 10 o’clock that night, the reporter rushed to the east gate of Building 1 in Chaijiawan. At this time, the water in front of the unit door and inside the building has been cleared away, and traces of soaking can still be clearly seen on the mottled roads and walls. Residents said that at around 6 o’clock in the evening, water began to flow down the steps, and at its worst, it looked like a small waterfall. From the video provided by the residents, we can see that when the water was at its deepest, residents needed to use bricks to pass through the 1-story corridor.
After investigation, it was found that the heating pipes burst in two households, both on the second floor. When the reporter came to the second floor, the maintenance workers of the heating unit had already taken care of one of the households and were finishing the finishing work for the other household. According to a resident of a household whose situation was relatively serious, around 6 o’clock that night, the heating pipe in the bathroom suddenly burst. He quickly called the maintenance number posted on the door of the unit downstairs, and a technician quickly came to repair it. The pipe burst was mainly because the building was too old and the heating pipes were severely corroded. “This time my home leaked so badly that the floor and ceiling downstairs were soaked. In fact, the pipes in the entire building were in disrepair. There have been explosions in other homes in the past.”
According to residents, this building was built in 1975, and a batch of iron pipes were replaced in 2000, but it was more than 20 years ago. “The first to third floors are particularly humid, and the heating, tap water, and sewer pipes are prone to rust. , the water vapor seeped out from the wall.” The maintenance worker showed reporters a replaced section of heating pipe, which was originally embedded in the wall and used to connect the two heating equipment in the bathroom and kitchen. The pipes were rusty and black, and their surface looked like dead leaves, making it impossible to tell what they were made of. Maintenance workers said that the community is mostly old buildings and similar problems occur every year during the heating period. After he finished dealing with the water leaks in the two households in Building 1, he hurried to the next repair point.
Residents of this community reported that the problem of burst heating pipes is a hidden danger in every household. “Every time the heating season comes in these years, everyone is worried. If you want to solve the problem at once, you have to replace the pipes, but who should you turn to?” In response, the territorial street responded that if you want to replace the pipes, you need the property rights unit of the community. Come take charge.
The reporter then contacted the “Beijing Shoukai Wangjing Property Service Co., Ltd. 24-hour repair hotline” posted downstairs in the community. The property staff said that the situation in the community is relatively complicated, and it also involves the issue of whether the subway line occupies an area. “So currently we can only fix the problem where it is.” It is impossible to replace the entire pipe if it is repaired.”