Frequently Asked Questions

If there is an accident or there is no cold water, you need to contact the 24-hour emergency service 15-81 or (044) 200-7301.

Kyivvodokanal always warns in advance about planned and emergency work immediately after they begin via the website, Facebook and announcements on houses - check if your address is on the list of temporary cold water supply shutdowns or planned shutdowns in the news. If you have no water and there is no announcement about the water supply shutdown, you did not find your house on the list of addresses that are disconnected due to planned or emergency repairs, then it is possible that the work is being carried out inside the house, directly on your riser by workers of the management company or condominium association. Therefore, you need to:

Contact your management company (housing association, condominium) and submit an application regarding the lack of cold water supply, indicating your full name, house number, apartment, floor and entrance.

You should be informed who accepted the application and will call you back later, informing you of what happened, who is eliminating the accident and when the water will appear.

If the management company does not have information, then contact the Kyivvodokanal emergency service by calling (044) 200-73-01 or 15-81.

We remind you that Kyivvodokanal is responsible only for yard, street and main networks, therefore it has no relation to the work carried out inside the house.

If both hot and cold water have disappeared, then this may be an accident in the house. Please try calling the hotline of the Central Dispatch Service for Housing and Utilities of the Kyiv City State Administration – 15-57 or (044) 486-17-93; to the Housing Department or the Apartment Building Association; to the Contact Center of the city of Kyiv – (044) 205-73-37.

If you notice a water leak on the street, then urgently call the aforementioned Kyivvodokanal emergency service at (044) 200-73-01 or 15-81.

In addition, we remind you that “KYIVVODOKANAL” PROVIDES COLD WATER SUPPLY AND SEWERAGE SERVICES ONLY! We also do not service intra-building networks!

FOR HOT WATER SUPPLY, CONTACT “KYIVTEPLOENERGO”! Central Water Supply and Sewerage Service – (044) 247-40-40, in case of hot water supply outages – 15-57.

Call the 24-hour emergency service 15-81 or (044) 200-7301.

If there is no message on the website - check if your address is in the list of temporary cold water supply shutdowns or planned shutdowns in the news - or on the bulletin board about scheduled preventive flushing of the networks, then it is possible that the work is being carried out inside the house, for example, on your riser, by workers of the management company or condominium association.

In addition, we note that ONLY toilet paper can be flushed down the sewer! Please do not clog the sewer with household and other waste!

If the cold water flowing from the tap has changed color, smells, etc., and there is no message on the website or bulletin board about scheduled preventive flushing of the networks, then it is possible that work is being carried out inside the house, for example, on your riser, by workers of the management company or condominium association. What should you do?

Try to drain the water for 5-10 minutes. If nothing has changed, then call the Kyivvodokanal call center at (044) 202-02-02 or 0-800-301-581 or the emergency service at 15-81 or (044) 200-73-01; leave a request about the questionable quality of the water, indicating your full name, address, contact phone number and the essence of the complaint (change in color and/or smell).

After that, your application is forwarded to the appropriate water supply district – there are 10 of them in the city and they do not always coincide with the administrative districts. Then it is sent to the Department of Water Supply Operations, which appoints a sampler.

Who is a sampler? This is a qualified specialist who takes samples of cold water, which are tested in the laboratory for quality. After receiving the application, he must call in advance and agree on the time of his visit with the resident, have an ID card and be dressed in uniform – a white coat and hat. The specialist never goes alone – he must be accompanied by a Kyivvodokanal engineer.

In order to determine the causes of the deterioration of water quality, samples are taken not only in your apartment, but also at the entrance to the house (at the concierge or from the fire hydrant), on the riser at the neighbors (one floor above or below), and also on another riser in the neighboring entrance.

According to the complaint, it is determined which analysis should be carried out - chemical (results ready in 24 hours) or biochemical (results ready in three days).

The sampler collects water according to special regulations, therefore he does not have the right to take water independently collected by residents for analysis, because this cannot guarantee the absence of impurities and the sterility of the container.

If it turns out that water of inadequate quality flows from the yard or main network, then this problem is solved by Kyivvodokanal, first of all, preventive flushing of the networks is carried out. The management company or condominium association deals with problems with intra-building networks - if bad water is detected inside the house, Kyivvodokanal issues a prescription to the relevant organization.

Why can there be bad water? There are several reasons: repair work in the main network, repair work in the house, for example, replacing pipes on the riser, a faulty filter installed on the water tap, etc.

In addition, you can learn about water quality control on the website.

Attention! If you do not have cold water supply or insufficient pressure, and at the same time there is no message on the website and bulletin board about scheduled preventive flushing of the networks, then it is possible that work is being carried out inside the house, for example, on your riser, by workers of the management company or condominium association. What should you do?

Call the Kyivvodokanal call center at (044) 202-02-02 or 0-800-301-581 or the emergency service at 15-81 or (044) 200-73-01.

Since PrJSC “AK “Kyivvodokanal” does not operate in-house water supply networks, in case of unsatisfactory provision of cold water supply services, residents should contact their management company (balance holders of the house) with the requirement:

- Check the condition of the internal networks.

- Check the condition of the boiler room (if available).

- Check the booster pumps (for buildings above 9 floors).

Kyivvodokanal reminds you of the need to timely submit meter readings not only for cold but also for hot water supply, starting from the 10th and ending on the last day of each month.

From the 1st to the 9th, readings are not accepted due to the closing of the previous month and the calculation of charges.

Cold water meter readings are required to form payments for centralized cold water supply and drainage, hot water meter readings - to form payments for hot water drainage.

Timely and correctly submitted meter readings will allow you to pay only for the actually consumed volumes of water.

You must submit readings even when you do not use cold or hot water.

If you do not use hot water for one reason or another: there was no need for hot water, there is no hot water, you have a boiler, etc. - you still need to submit readings. Remember, Kyivvodokanal does not have information about whether you use the centralized hot water supply service. Therefore, the only way to avoid charges is to timely submit indicators that have not changed from the previous period, that is, “zeros”.

You can submit indicators in the following ways:

1. Through the “Personal Account”. Attention! Read how to register in the account here. The personal account itself is https://my.vodokanal.kiev.ua/

2. On the website vodokanal.kiev.ua, by clicking on the “Submit indicators” button on the main page.

3. Using the mobile applications "Viber" and "Telegram". To do this, you need to install any of them on your own smartphone, find and join the public account "Kyivvodokanal" and send a test message. Then you just need to follow the instructions of the Viber bot or Telegram bot.

How to connect Viber, see here.

How to connect Telegram, see here.

4. At the Municipal Service Centers (CSC) and Kyivvodokanal Consumer Service Centers (CSC).

5. Write down the indicators in the appropriate column of the payment message when paying at banking institutions.

6. By phone of the Kyivvodokanal contact center (044) 202-02-02 or 0-800-301-581

Kyivvodokanal supplies cold water and cleans both cold and hot water drainage. Therefore, hot water meter readings must be transmitted to both Kyivteplenergo and Kyivvodokanal - to form charges for its discharge. In the absence of hot water metering devices in the apartments of consumers, charges for centralized hot water discharge services are made according to the consumption standards established in accordance with current legislation. The presence of an installed water heater does not exclude the fact of using hot water supply and discharge services. In the event that hot water metering devices are installed in the apartments of consumers, charges for centralized hot water discharge services must be made according to previously provided indicators.

Relevant information on the volumes of hot water used (including the absence of consumption and use of the service in the presence of an installed boiler) must be provided to the Company monthly, even if the meter readings do not change.

If for some reason you did not submit the readings, or submitted them late, then the charges will be made automatically based on the average readings of previous periods, this is how the charging system works.

The situation can be corrected by adjusting the readings of both cold and hot water meters. This can be done online on the Kyivvodokanal website via the "Submit Readings" button, by uploading a photo of the meter with readings confirming your position. Or by visiting one of the numerous Central Water Supply and Sewerage Service Centers. If you have issued a recalculation online or done so at the Central Water Supply and Sewerage Service Center, you will receive a payment next month taking into account the corrected data. Please note that the calculation of services for centralized supply and disposal of cold water, as well as for disposal of hot water, is carried out in accordance with the meter readings transmitted in the previous month. Therefore, do not forget to send them monthly from the 10th to the end of the month in any convenient way:

Through the "Personal Account".

On the main page of the website vodokanal.kiev.ua, by clicking on the "Submit Indicators" button.

Using the mobile applications "Viber" and "Telegram", by connecting them to the "Kyivvodokanal" account.

Write down the indicators in the appropriate column of the payment message when paying at banking institutions.

In the service centers of the Central Water Supply and Sewerage System.

By phone of the Kyivvodokanal contact center (044) 202-02-02 or 0-800-301-581.

You can view the current information on the current tariff here.

All information on concluding a contract can be found on the website of PrJSC "AK "Kyivvodokanal" "For Home": with legal entities and individuals and in more detail for residents of apartment buildings.

Required documents for individuals:

1) application for concluding a contract (sample and form for filling out);

2) contract;

3) copies of passports of cold and hot water meters, as well as, if available, a copy of the verification certificate;

4) a copy of the certificate of ownership, lease agreement or other legal documents for housing, the original and a copy of the owner's passport and code, if necessary - a power of attorney and a copy of the passport of the authorized person;

Additionally, you may need:

1) a copy of the passport or verification certificate of the water meter (if installed);

2) original and copies of the certificate of the right to receive benefits, passport and code of the beneficiary, birth certificate of children-beneficiaries;

3) if there are several owners of the apartment - written consent to conclude an agreement by one person with PJSC "AK "Kyivvodokanal";

4) if it is necessary to separate accounts - written consent of the co-owners. Then the agreement is drawn up with each owner separately.

All information on the installation, sealing and unsealing of meters can be found in the Service Center. Additional information is in this section.

All apartment water meters must pass state acceptance and control testing. Approved types of measuring instruments are entered into the State Register of Measuring Instruments of Ukraine.

In order to reduce the burden on consumers when carrying out work with cold and hot water metering devices (meters), PJSC “AK “Kyivvodokanal” and KP “Kyivteploenergo” have concluded a cooperation agreement.

According to this agreement, Kyivvodokanal has the right to carry out installation work on the installation, replacement and performance of metrological verification, sealing and drawing up an act of acceptance for subscriber registration of apartment hot water metering devices in buildings for which Kyivteploenergo is the performer of hot water supply services.

We remind you that only the presence of a meter will allow you to pay exclusively for the water consumed. All water metering devices must be sealed and verified in a timely manner.

To order the installation, sealing, or verification of cold and hot water metering devices, you can contact Kyivvodokanal in any way convenient for you:

- through the Contact Center by phone +38 (044) 202-02-02 or 0-800-301-581.

- through the online form on the Kyivvodokanal website;

- at one of the consumer service points of the Communal Service Center (CSC)

Often, our consumers turn to Kyivvodokanal with questions: “Why should I verify the meter if it is working normally?” or “Why replace the meter if it is not broken?”.

All relations between water utilities and consumers are regulated by the Law of Ukraine “On Metrology and Metrological Activities”; information on verification deadlines, inter-verification intervals, etc. is listed in Article 17. For example, paragraph three states that business entities are obliged to submit meters for periodic verification in a timely manner, in compliance with the established inter-verification intervals.

As a result, Kyivvodokanal, by law, does not have the right to service meters whose verification period has expired.

If your verification certificate contains a date, for example, June 10, then on June 11, the indicators can be considered as not meeting the metrological characteristics. In this case, they may even charge for services based on average indicators. That is why it is important to verify the meters on time to be sure that the indicators you have submitted will be taken into account.

All apartment meters must undergo state acceptance and control testing. Approved types of measuring instruments are entered into the State Register of Measuring Instruments of Ukraine.

When purchasing a meter, be sure to check:

1) Is there a technical passport for the metering device with the type of device, its diameter, serial number, date of sale and date of verification of the meter.

2) The meter is equipped in accordance with the technical passport.

Depending on the type of water meter (provided for in the meter passport), the inter-verification period is set at 3 or 4 years from the date of the last verification, but, as practice shows, no more than three times. The manufacturer's guaranteed service life of the device is from 10 to 12 years.

Attention!

In connection with the adoption of the Law of Ukraine "On Commercial Metering of Thermal Energy and Water Supply", the National Commission for State Regulation in the Fields of Energy and Utilities recalculated the cost of tariffs and removed from them the costs associated with the maintenance and verification of general-purpose and individual metering devices.

Therefore, from November 29, 2017, the verification and repair of apartment water meters owned by individuals will be carried out at the expense of subscribers.

- You can contact one of the Utility Service Centers

- or one of the Consumer Service Centers of PJSC "AK "Kyivvodokanal".

Required documents:

- an identity document;

- a payment notice for the current and previous periods with meter readings, for the period of debt occurrence and for which payments have been made;

- a certificate of control readings.

According to the decision of the Kyiv City Council of March 3, 2016 No. 116/116 “On approval of the city target program “Care. Meeting the people of Kyiv” for 2016–2018”, the Procedure for installing hot and cold water meters at the expense of the city budget for privileged categories of the population of Kyiv has been approved. More details about the program.

The following are entitled to free installation of meters:

- disabled people of group I (subgroup A);

- disabled children (subgroup A);

- guardians of minor orphans;

- disabled people of group I (subgroup B) and disabled people of group II, if their income is less than one and a half subsistence minimums for persons who have lost their ability to work;

- single, unemployed pensioners who need care if their income is less than one and a half subsistence minimums for persons who have lost their ability to work.

To install meters, you should apply with an application and relevant documents to the CKS service center.

You can get advice on participating in the program on the "Communal Service Center" hotline at (044) 247-40-40, or send a letter to the e-mail address zvernennya@src.kiev.ua or contact the "Communal Service Center" at your place of residence.

Billing for centralized water supply and centralized water drainage services for consumer apartments in which apartment water meters are installed must be based on meter readings transmitted from the 10th to the last day of the reporting month, and paid monthly by the 20th.

To arrange payments for centralized cold water supply and drainage services, hot water drainage, to conclude an agreement for the provision of centralized cold water supply and drainage services to the consumer, you need to contact the Communal Service Center, one of the Company's Consumer Service Centers or the Settlement Department at: st. Elektrotekhnichna, 16, providing copies of notices for payment of services from the moment the debt was incurred and a certificate of control reading of apartment meters.

I need to write an application for sealing the cold water supply valve at the DSO or CKS.

To resolve your issue, please go to the website and click the "Ask" button. Next, you need to go through four steps:

Step 1 - Resident Services;

Step 2 - Settlements;

Step 3 - fill in the required fields, describe the problem and attach the documents necessary to make changes and update information in the billing system;

Step 4 - click "Send Request".

You can also contact one of our Consumer Service Centers or Utility Service Centers with your passport and payment notices from the moment the discrepancies arose.

To update the information, you need to contact the curator of your district at ul. Elektrotekhnichna, 16 or to any consumer service center, or to one of the municipal service centers, providing photocopies of the acts of installation and sealing of the meters, as well as photocopies of paid receipts and current receipts with a clear bank mark and the indicated indicators of the meters for which the payment was made.

In the absence of a concluded contract for the provision of services for centralized cold water supply and drainage - please contact the addresses indicated above. To sign the contract, you must have:

- passport;

- documents confirming the right of ownership of the apartment;

- certificate of assignment of TIN;

- documents confirming the right to a privilege (privilege certificate), if any;

- copies of meter passports,

- information on the readings of apartment water meters on the date of the visit and the latest notice for payment of utility services indicating the meter readings for which payment was made.

How to transfer indicators through the site if there is a request for a 7-digit personal account, and in the receipt and message it is 10 digits?

A 7-digit personal account is assigned to subscribers who have switched to direct service of Kyivvodokanal.

If the payment for you is generated by the KK TKS, simply select the item “Personal account of the KK TKS” on the page of the service for transferring indicators through the Kyivvodokanal website and enter the four-digit housing association code and the 6-digit personal account.

The personal account of the KK TKS consists of 10 digits. If you cannot log in to your personal account because you only have 9 digits, you must add “0” at the beginning of the personal account number.

The decision to adjust charges according to the readings of the meters in your apartment will be made after a control reading of the apartment meters and providing copies of notifications of payment for utility services from the moment discrepancies in charges arise. To schedule a visit to the apartment by the controller of PJSC "AK "Kyivvodokanal", you must call the Kyivvodokanal Contact Center at (044) 202-02-02 or 0-800-301-581, indicate your last name, first name, patronymic, contact phone number (preferably mobile), address of residence and personal account number.

A personal personal account is opened for each apartment in a residential building, on which payments for the provided utilities must be made.

Transfer of indicators and the process of concluding direct contracts are two parallel processes. Your personal account (“o/r” – 10- or 7-digit number) is indicated in the payment for water supply and sewage services.

You can transfer readings to this personal account in any convenient way, namely:

on the website: vodokanal.kiev.ua -> Provide indicators;

using the mobile applications “Viber” and “Telegram”, joining the public account of Kyivvodokanal;

through the column in the payment message “For accrual for the next month”;

in the service centers of the Central Water Supply and Sewerage Service: cks.kiev.ua/contacts;

by phone (044) 202-02-02 or 0-800-301-581 (KVK) or 247-40-40 or 0-800-404-407 (CSC)

in Kyivvodokanal consumer service centers.

Attention! All information about benefits is available at the link.

In accordance with clause 10 of the Procedure for providing benefits to certain categories of citizens taking into account the average monthly total family income, approved by the Resolution of the Cabinet of Ministers of Ukraine dated 04.06.2015 No. 389, as amended, structural units for social protection of the population submit to housing and operating organizations, housing and construction (housing) cooperatives, associations of co-owners of apartment buildings, organizations providing housing and communal services (hereinafter referred to as enterprises) lists of beneficiaries who are entitled to receive benefits in accordance with the legislation by the 25th of each month.

Lists of citizens who are entitled to benefits for payment for housing and communal services are sent monthly to the Society's email address from the Department of Labor and Social Protection of the Population (hereinafter referred to as the Department of Labor and Social Protection of the Population) for each individual district. In the event that the beneficiary is not in the electronic files, it is necessary to contact one of the service points of the Central Water Supply and Sewerage System or Kyivvodokanal with a passport, payments and relevant supporting documents received from the district departments of labor and social protection of the population.

- Why is it necessary to conclude a direct contract between Kyivvodokanal and the apartment resident?

According to Part 3 of Article 20 of the Law of Ukraine "On Housing and Communal Services" (hereinafter referred to as the Law of Ukraine), the obligations of consumers include, in particular, concluding a contract for the provision of housing and communal services, paying for housing and communal services within the terms established by the contract or law.

- What is a public contract or public offer?

According to Parts 1 and 2 of Article 633 of the Civil Code of Ukraine, a public contract is a contract in which one party has undertaken the obligation to provide services to anyone who applies to it. The terms of a public contract are set the same for all consumers

A public offer is an offer of a business entity, addressed to any person in accordance with Article 633 of the Civil Code of Ukraine, directed to an unspecified number of persons, to conclude a contract with it for the provision of services on the terms contained in the public offer.

- How are my relations with Kyivvodokanal regulated if I do not yet have a direct contract?

The form of the Contract between the consumer (resident) and the service provider (Kyivvodokanal) is a public offer, that is, it is actually valid by default, if you have not officially refused to provide cold water supply and sewage services. That is, even if you do not have a paper copy of the Contract in your hands, you have the same rights and obligations regarding the receipt of the specified services as all other consumers who have already received their copies of the contracts.

- Can another person, except the apartment owner, submit documents for the conclusion of a direct contract on his behalf?

Yes, concluding a contract is possible subject to the duly executed and notarized permission of the authorized person.

Attention! Information for the private sector is available at the link.

- How to conduct water to a private house?

To conclude a contract, you must contact the Settlement Department of PrJSC "AK "Kyivvodokanal" at the address: ul. Elektrotekhnichna, 16, office 103.

A certificate on concluding contracts can be obtained from 8 to 17 by calling (044) 277-20-38.

For additional information, please visit the website, which also lists the contacts of the private sector departments by city district.

Required documents

1) Application for concluding a contract (which can be downloaded or obtained from the Settlement Department).

The application is filled out in two copies.

2) Title documents:

- for an existing facility - copies of the title document for a residential building: purchase and sale agreement, donation agreement, certificate of ownership, certificate of inheritance, technical passport, court decision, etc.;

- for construction - copies of the permit or declaration for construction work and the document for the land plot: state act on land, purchase and sale agreement, donation agreement, etc.;

- for newly built or reconstructed facilities - a copy of the document on the completion of construction work: act of readiness of the facility for operation, declaration on the commissioning of the building, etc.;

- a copy of the passport;

- a copy of the identification number;

- if the contract will be signed by a trusted person of the consumer - a copy of the power of attorney and the person's passport.

3) Technical documents:

- act of delimitation of balance ownership of water supply networks (if there is a city water supply) and act of delimitation of balance ownership of sewerage networks (if there is a city sewerage).

Acts can be obtained at Alisher Navoi Avenue, 1. Reception days: Tuesday, Thursday from 08:00 to 12:00, contact phones: (044) 541-97-37, (044) 541-95-92; and (044) 541- 94-71;

- a copy of the passport or certificate of verification of the water meter if it is available.

4) Other documents:

- for calculations in the absence of a meter and/or registration of a benefit - a certificate of family composition;

- copies of documents for registration of a benefit.

- How to install a water meter in a private house?

To install a meter in a private house, you must send a letter to the following address: 02660, Kyiv, ul. Elektrotekhnichna, 16, Settlement Department of PrJSC "AK Kyivvodokanal".

The letter must include the applicant's full name, address and contact number. After that, a representative of PrJSC "AK Kyivvodokanal" will be sent to you to inspect and provide recommendations on the exact installation location and scheme of the water meter for the required diameter of the metering devices. The meter is installed at the expense of the consumer.

For additional information, please visit the website, which also lists the contacts of the private sector departments by city district.

- How to seal a water meter in a private house?

For sealing and/or unsealing (in case of meter verification), you must send a letter in any form to the Settlement Department at 02660, Kyiv, ul. Elektrotekhnichna, 16.

Indicate your full name, address, contact phone number and attach a copy of your passport to the meter. After receiving the letter, a representative of PrJSC "AK "Kyivvodokanal" will contact the subscriber to agree on the date and time of the specialist's arrival.

In addition, you can contact the private sector department and fill out an application for sealing or unsealing. You must have a copy of your passport to the meter with you.

For additional information, please visit the website, which also lists the contacts of the private sector departments by city district.

All information for apartment building residents is available at the link.

Please note that Consumer Service Centers enter into direct contracts with individuals other than non-residential premises.

According to the Law of Ukraine "On Citizens' Appeals" in accordance with current legislation, all appeals are considered within a month, and those that do not require additional study - immediately, but no later than 15 days from the date of receipt. If it is impossible to resolve the issue within a month, the period is extended, but not more than 45 days.

I. Registration in your personal account:

1. On the official website, in the "For Home" section, click on the "Personal Account" item. Go to the registration page, click: "Register",

the fields for registration appear

2. Enter your current email address, then fill in the fields, enter your invented password, confirm it. After that, check the box

that you accept the terms of the agreement and click register.

3. Click on "My Account" and log in. After logging in, you need to add a personal account.

4. Select the service provider code, for Kyivvodokanal receipts 889, for TsKS receipts 999, enter the personal account and the amount of the last payment and the apartment number.

5. The system does not accept the personal account, you must enter a "valid" one: Please check the correctness of the entered data. The personal account of the Central Water Supply and Sewerage Service consists of 10 digits and is displayed on the receipt as A/N, the personal account of Kyivvodokanal consists of 7 digits. The last payment amount is entered without kopecks and rounding.

6. The account is blocked: The blocking is activated for an hour if the password or login was entered incorrectly three times. Also, in the event of blocking, you will receive an email with instructions on how to unblock the account. We also remind you that the login is your email address specified during registration.

7. I can not log in to my personal account, the login and password do not match: To log in to your personal account, you must use the email address specified during registration as a login. On the login page, click My account, in the "login" field, enter your email address, then enter your password, then click "Login".

If in this case you still cannot log in, try changing your password, after changing it, when entering your personal account, delete the old password and enter the changed one manually. When changing your password, you should receive an email from the email address warehouse-test@ssmt.com.ua, the email may end up in the "spam" folder.

8. Forgot your password, what should I do? To recover your password, use the "Forgot your password" option. Please note that the email to change your password may end up in the "Spam" folder. When changing your password, please review, you should receive an email from the email address warehouse-test@ssmt.com.ua

9. Add the current tariff By Resolution of 16.12.2020 No. 2499 of the National Commission for State Regulation in the Fields of Energy and Utilities, from 01.01.2021

II Displaying data in your personal account.

2.1. Meters are not displayed in your personal account: We recommend using the following browsers on your PC/laptop: Google

Chrome, Mozilla Firefox of the latest versions recommended by developers. In the Opera browser, in the browser's ad blocker, you need to add our

site to exceptions and the page with meters will load.

2.2. How to add a personal account in your personal account? In the upper right corner, click on the "Personal Accounts" profile, click "Add", select the service provider code, for Kyivvodokanal receipts 889, for TsKS receipts 999, enter the personal account, the amount of the last payment and the apartment number.

2.3. I replaced the meters with new ones. In my personal account, it is indicated that "there are no available meters", how to transfer the indicators? Changes in my personal account will occur after the database is closed and updated, that is, next month. You can transfer the indicators for this month using the "Online chat".

2.4. How to transfer the indicators through your personal account?

In the "Counters" section on the virtual counter, use the arrows on the black field (to the comma) to change the indicators and click "Submit", then confirm your actions. If the indicators from the previous period have not changed, click "Submit" without changing the indicators, then confirm your actions.

2.5. Why is the data not displayed in the subscriber book for 2017-2018?

The personal account provides for displaying the subscriber book for the last 6 months, payments made for the last year.

2.6. Where can I see the indicators for the previous period? The consumer has the opportunity to view the indicators for which the charges were made in the "Counters" - "Last display" - "Details" menu.

2.7. Why can't I transfer readings through my personal account? When I click the "Submit" button, a prohibition sign appears. Readings from cold and hot water meters are accepted from the 10th to the last day of the current month. Currently, the function of transferring readings is blocked.

The water that Kyivvodokanal supplies to consumers goes through all the necessary stages of purification and disinfection, its quality is strictly controlled and complies with the current State Sanitary Rules and Regulations.

However, water quality can deteriorate directly in the intra-house network before it reaches the consumer's tap.

1. Unsatisfactory condition of the intra-house network.

Kyivvodokanal regularly flushes its networks. But, unfortunately, intra-house networks are in most cases not maintained in proper condition. Due to the unsatisfactory quality of the networks, the water can acquire a non-standard color or smell. So if the water quality has deteriorated locally within one house or one apartment, then this is not the fault of the water utility and consumers need to contact the management company.

We remind you that the maintenance of intra-house networks is not included in the water supply tariff - the cost of these works is included in the rent that consumers pay to housing and communal organizations.

2. Repair work on the internal network.

Water quality can deteriorate sharply after repair work on the internal network. In this case, you just need to flush the water for a few minutes. When flushing water for 5 minutes, approximately 110 liters of water are consumed, which costs only 2 hryvnias 39 kopecks.

3. Stagnation of water in the network.

This problem occurs when the water analysis in the house is very low. If no one uses the water for a long time, it stagnates in the pipes, harmful microorganisms can develop in it, and an unpleasant odor and color appear. In this case, it is also worth flushing the water before using it.

- Dispatcher 15-81 or (044) 200-73-01

- "Personal account" on the website https://my.vodokanal.kiev.ua;

- "Online chat" in the personal account https://my.vodokanal.kiev.ua;

- Electronic appeal on the website (on the main page, click "Ask");

- mobile applications "Viber" and "Telegram";

- Through the "Personal Account" of Kyivvodokanal https://my.vodokanal.kiev.ua

- Using the mobile applications "Viber" and "Telegram",

- By phone of the Kyivvodokanal contact center (044) 202-02-02, 0-800-301-581 or CC "CKS" 247-40-40, 0-800-404-407.

- through our chatbot in Viber;

- using a bank card through the website or mobile application of the relevant bank;

- in the "Personal Account" on the Kyivvodokanal website https://my.vodokanal.kiev.ua through the online systems iPay, Portmone, Easypay, PayHub

- on the website of the "Center for Municipal Services" (CCS) through the personal account https://cks.com.ua/cabinet

- In addition, you can pay for utility services using the QR code printed on each bill-notification. To do this, you need to:

install the QR code reading application on your smartphone, scan the code from the bill and follow the link;

enter your phone number and address;

click "Pay", using the "Kyiv resident's card" to pay without a commission.

Services can be paid for at Kyivvodokanal Consumer Service Centers via a post-terminal.

At the Customer Service Centers at the following addresses: 16 Heroiv Energetikov St., 14zh Volodymyr Ivasyuk St. You can use post-terminals to pay for Kyivvodokanal services with a bank card without queues (2% bank commission). In addition, you can make other utility payments here. The centers are open from Monday to Friday from 8:00 to 17:00 without breaks.

A mandatory condition is the presence of a mask and rubber gloves.

It is also possible to pay for consumed services at the terminals of our partners, including PJSC CB "Privatbank", JSC "OSCHADBANK", "EasyPay" and "City24".

You can find the nearest address of the PJSC CB "Privatbank" terminal by following the link https://privatbank.ua/map and selecting "Kyiv" in the search bar and the "Terminals" section.

Addresses of terminals of JSC "OSCHADBANK"

Addresses of terminals "EasyPay"

Addresses of terminals "Сity24"

It is allowed to replace and install meters yourself, but it is necessary to record the data (take a photo) of the old and new meters by sending the data to the email address corresponding to the administrative district. See email addresses here.

To perform the recalculation, you need to send the photo files of the meters (if there was a verification, verification certificates) and the title documents for the apartment to the email address that can be found here for further processing.

To sign the agreement, you need to prepare: a passport, documents confirming the right to ownership of the apartment; a certificate of assignment of TIN; documents confirming the right to a privilege (privilege certificate), if available, passports for water meters, documents on the metrological verification of apartment water meters, if necessary, the last paid notice for payment for housing and communal services.

You can print an application for concluding an agreement on the Company’s website, fill it out and sign it. Scan the application and other above-mentioned documents and send it to us by e-mail, which can be found here. The Company’s specialists will process your documents and prepare the agreement. As soon as the situation in the country stabilizes, you will be able to receive it at the nearest consumer service center.

Indicate the address where the question arose and send photos of the meter passports and actual photos of the meters to the email address that can be found here. (if the replacement took place independently, or by an organization that does not seal with official KVK seals)

Send a photo of the passports/verification of meter data and the actual photo of the installation to the official mail, which can be found here, as well as the address to which the application is made and a contact phone number.

Send a photo of the verification results and a photo of the installation/dismantling/sealing certificate, or an actual photo of the meters to be verified, to the following email address:

e-zvernennia_fo@vodokanal.kyiv.ua

rd.poshta@vodokanal.kiev.ua

According to the resolution of the Cabinet of Ministers of Ukraine dated 21.07.05. No. 630 “On approval of the Rules for providing services to the population for centralized heating, cold and hot water supply and sewage”, apartment meters are taken by the contractor for commercial registration.

- Contact the Contact Center by phone +38 (044) 202-02-02

- Leave a request via the online form on the Company's website;

- Write a request at one of the consumer service points of the Communal Service Center http://cks.kiev.ua/contacts.

A Kyivvodokanal specialist contacts the resident to specify a convenient date and time for the visit.

A Kyivvodokanal specialist arrives approximately 14 days from the moment the application is submitted at the agreed time.

The resident provides a passport for the meter or a certificate of verification, which indicates the last date of verification.

The specialist seals and draws up a certificate. From the moment the meter is sealed, calculations for the consumed water and the corresponding volume of wastewater are made according to the meter readings.

If, during the sealing, the specialist finds that the meter was installed in violation of operating standards or its integrity is damaged, registration of such a device is impossible.

According to the law, the service provider, i.e. Kyivvodokanal, must put the metering device into operation and seal it. In the future, the Central Water Supply Service Centers will be connected to the process by delegating the relevant powers to them. Sealing the meter by third-party organizations is currently not a basis for registering it with the Company.

If, for example, to eliminate an emergency situation or carry out repair work, you need to remove or unseal the meter, you must notify the contact center at 202-0202 and immediately leave a request for re-sealing.

According to the Law of Ukraine No. 1314-VII dated 05.06.2014 “On Metrology and Metrological Activities”

Article 17. Clause 1. “Legislatively regulated measuring instruments that are in operation are subject to periodic verification and verification after repair.”

Article 17. p. 4. paragraph 5 “Periodic verification, maintenance and repair (including dismantling, transportation and installation) of metering units that provide individual metering of heat energy and water consumption in apartments (premises) of the house are carried out at the expense of the owners of such metering units, unless otherwise established by the contract, and in the event that the co-owners of an apartment building conclude individual contracts for the provision of the relevant utility service, periodic verification, maintenance and repair (including dismantling, transportation and installation) of such metering units are provided by the utility service provider at the expense of the subscriber service fee established in accordance with the Law of Ukraine “On Housing and Communal Services”.

All water metering devices must be verified in a timely manner, taking into account the established inter-verification intervals (i.e. a certain time interval between two consecutive periodic verifications), in accordance with the Index of measuring devices, the types of which are entered in the State Register of Measuring Devices of Ukraine.

Depending on the type of water metering device (provided for in the metering device passport), the inter-verification period is set at 3 or 4 years from the date of the last verification, but, as practice shows, no more than three times. The manufacturer's guaranteed service life of the device is from 10 to 12 years.

- the meter has not been verified;

- is leaky;

- has started to "sweat";

- has mechanical damage to the housing or counting mechanism.

Clause 9 of the Resolution of the Cabinet of Ministers of Ukraine dated July 21, 2005 No. 630 states: in an apartment (manor-type house) work on the installation of water metering devices is carried out by a specialized organization, contractor, manufacturer or supplier at the expense of the consumer.

PJSC “AK “Kyivvodokanal” provides services for the installation of metering devices on a paid basis, provided that the customer provides the necessary materials.

To set up individual metering for the actual consumption of the corresponding utility service.

To do this, you need to write down the black decimal digits that show the amount of water you used in cubic meters (m³). Depending on the type of meter, the reading mechanism may have four or five decimal digits. Ignore the red digits - these are liters, they are not needed to take readings, because, as mentioned, the calculation is made for the cubic meters of water consumed.

To confirm the identity, the representative of PJSC "AK Kyivvodokanal" must present an official ID card and a certificate of completion of work.

Clause 15 of the Resolution of the Cabinet of Ministers of Ukraine dated July 21, 2005 No. 630 states: periodic verification of water metering devices is carried out within a period not exceeding one month. During this time, the consumer pays for the relevant services according to the average monthly readings of the metering devices for the previous three months.

In connection with the adoption of the Law of Ukraine “On Commercial Accounting of Thermal Energy and Water Supply”, the National Commission for State Regulation in the Fields of Energy and Utilities recalculated the cost of tariffs and removed from them the costs associated with the maintenance and verification of general-purpose and individual metering devices.

Therefore, since December 2017, verification and repair of water meters owned by individuals has been carried out at the expense of consumers.

PrJSC “AK “Kyivvodokanal” provides services for the verification of metering devices on a paid basis.

On the agreed day, after payment for the verification service, a technician of PrJSC "AK "Kyivvodokanal" will come to the consumer and inspect the place of installation of the metering unit.

A) If the inspection reveals that the metering device can be dismantled, the technician removes the last meter readings, unseals and dismantles the meter. In its place, the technician installs a temporary tube.

The technician takes the dismantled meter for verification in a specialized laboratory of PrJSC "AK "Kyivvodokanal". The water meter will be verified within a period not exceeding one calendar month.

If the device passes the verification, a representative of PrJSC "AK "Kyivvodokanal" will contact the consumer and agree on the date and time of the technician's visit to install a verified meter.

On the appointed day, the Kyivvodokanal master dismantles the pipe and installs the certified meter and seals it.

After the work is completed, the master draws up a report (in 2 notes) with the following information:

– date of work;

– full name of the employee who performed the work;

– type, serial number and indicators of meters, both dismantled and installed;

– numbers of seals with which the meter and its connecting parts are sealed;

– contact numbers of the consumer service center, which the resident can contact in case of incorrect operation of the devices.

The specified document will give the right to make calculations using the certified metering device.

If the metering device fails verification, PrJSC “AK “Kyivvodokanal” will return the metering device to the consumer along with a certificate of unsuitability of the measuring device issued by SE “Ukrmetrteststandart”. A metering device that is unsuitable for further use must be replaced within a month.

B) If the metering device cannot be dismantled, the master draws up a corresponding prescription for the consumer to eliminate the identified deficiencies.

After the consumer eliminates the identified deficiencies, the meter is verified in accordance with the above procedure.

How to order verification?

- Via the link https://service.vodokanal.kiev.ua

- By phone 202-02-02

- Via Viber chat bots: http://tinyurl.com/pn92devj and Telegram: https://t.me/vodokanalkiev_bot

How are applications processed on our website?

After placing an order, an application number will automatically be sent to your email address.

If you ordered verification without dismantling, a dispatcher will call you within 10 business days to agree on the date of work.

If you ordered verification with dismantling, an invoice for the service will be sent to your email within 2 business days. After paying the invoice, a dispatcher will call you within 10 business days to agree on the date of work.

Where can I contact if I have additional questions when applying for verification?

By numbers 044-277-20-33; 044-277-20-53.

By number 067-404-25-48, if the application is made on the website at the link https://service.vodokanal.kiev.ua.

In accordance with the Law of Ukraine "On Commercial Accounting of Heat Energy and Water Supply", readings of commercial metering units are taken monthly by the utility service provider or another person designated by the owner (co-owners) who distributes the volumes of the utility service, in the presence of the consumer or his representative (representative of the association of co-owners of an apartment building, manager of an apartment building), unless otherwise provided by the contract.

Readings of distribution metering units, energy are taken by consumers, unless otherwise provided by the contract.

You can contact your controller directly or contact the legal entity service department using the contacts on the website.

To transfer meter readings, you must register in the "Personal electronic account of legal entities" service. Access to the personal account of legal entities is carried out using the registration code on the Service Site during initial registration on the Service website, which is issued together with the contract.

https://legals.vodokanal.kiev.ua/login.

If you do not have a registration code, please contact tel.: 067-328-99-43 (vider).

When using the service, the consumer can independently change the registration code.

For correct accounting of the transmitted readings, the readings should be transmitted by the 21st of the current month.

The recommended range of transmission of readings by the consumer, which can be performed through the personal electronic account of a legal entity, is the settlement date determined for a specific house, facility. On the same date, the Company takes readings of commercial metering nodes monthly.

The official website of Kyivvodokanal contains information about the settlement dates of the Company's consumers (https://www.vodokanal.kiev.ua/, section "For companies", subsection "Consumer settlement dates").

Also, settlement dates can be found out by contacting the contacts below or from your controller.

Impressions submitted late will be counted in the following month.

Also, meter readings, confirmed by photo fixation, can be sent to e-mail addresses, and namely:

COS2.Elektrotehnichna16.Yur.osoby@gmail.com

KVK.Rozrahunky.Yur.osoby@gmail.com.