Unified dispatch center for housing and communal services: why it is for management companies and how it accepts applications from residents

We understand how the work of a single dispatch center is arranged and why some management companies transfer the reception of calls to the center.

As told in the company "EDS", a single dispatch center receives calls and messages from residents instead of the dispatching most management company. The call is answered by the operator of the round-the-clock call center. He draws up the application in the common system, transmits it to the responsible executor - for example, a master, an emergency brigade or an elevator service - and monitors the implementation. A similar system works in Moscow: the hotline of the Unified dispatch center of the capital has been operating since 2016, you can contact there for all housing and communal services. For management organizations, the same work on the terms of outsourcing is performed by a commercial call center for housing and communal services.

How it works

Residents can call the phone number on the site - all calls fall into a single system. The operator records the address and essence of the problem, draws up an application and immediately transfers it to the contractor. If an accident occurred, for example, a pipe burst or an elevator stopped, the application goes to the responsible services at any time of the day. Then the performer reports on the work, and the operator informs the resident that the problem has been solved.

In addition to receiving calls, the center performs other tasks. For example, a robot dispatcher answers calls instantly, and a special program tracks bursts of calls and signals about mass problems, say, water outages in several houses at once. Residents and performers are also warned of planned work and technological failures. The center also monitors the condition of elevators and technological equipment around the clock.

What is it for

If the house lost water or heating, residents call the control room, and the load on it increases dramatically. When the operator does not have time to answer, the person may not reach and write a complaint. An application written on paper may be lost when transferring a shift to another employee, and the contractor may not report in time, and then no one will know whether the issue has been resolved or not. A single system records each appeal and shows at what stage it is. Therefore, the manager does not have to find out from the masters over the phone what with the application.

It is important that the management company is not necessarily able to keep its dispatchers: a third-party organization can accept applications from residents - this is allowed by law. Rules for the implementation of activities on the management of apartment buildings (government decree of May 15, 2013 No. 416) oblige management organizations, HOA and cooperatives to organize the work of the emergency dispatch service, including under a contract with a specialized company. This was announced in April 2026 by the Ministry of Construction of Russia.

Maintaining your round-the-clock control room is not cheap. According to industry experts, in order for a full-time dispatcher to always be in touch, a company needs to have a staff of at least four dispatchers, and this does not take into account vacations and sick leave. In addition, room, telephony, a program for recording applications and training of employees are necessary. According to the calculations of UDS, connecting to a single center costs about half as much as creating your own dispatch service.

Who uses the service

According to UDS, more than 620 partners work with the center: management companies, resource supply organizations, elevator and road services, city administrations and others. Small companies that do not have the resources for their own control room, it is easier to connect to an already working center. Now the center simultaneously serves more than 60 lines, processes 6,300 calls and 4,600 calls per day. It operates in six cities of the Moscow region, serving more than 1.2 million residents.

How to connect

The connection takes from 7 to 14 working days. If the management company is not yet sure whether it needs such a service, then you can run a pilot project at one facility and assess how quickly operators respond and how applications are processed.

An application for connection or calculation of the cost of services of a single dispatch center can be sent to:

• by phone: +7 (499) 929-99-99 and +7 (495) 512-00-11;

• by email: eds@eds-korolev.ru;

• via the form at eds24.online.

Based on https://eds24.online/