News

15 May 2026

Ombudsman Velislava Delcheva has referred the matter to Plamen Mladenovski, Chairman of the Energy and Water Regulatory Commission (EWRC), following numerous complaints from residents of Pernik regarding poor-quality heating and recurring problems with the supply of household hot water from "Toplofikatsiya – Pernik" AD.

The reports were received within just a few hours on 14 May 2026 from residents in various parts of the city— the streets Naicho Tsanov, Sts. Cyril and Methodius, Iskar, Buchinski Put, Rashko Dimitrov, Yuri Gagarin, Dimova Mahala neighborhood, Iztok neighborhood, and Krakra Pernishki square.

Residents complain that for months now, the hot water has not reached the legally required temperature of 55°C, and at certain times of the day it is lukewarm or nearly cold. They say this causes significant inconvenience in their daily lives, even though they continue to pay the full price for the service. They also point out that breakdowns have been constant throughout the heating season.

“Complaints filed with the Ombudsman lead to the conclusion that the measures taken so far by the company are insufficient to guarantee the necessary quality of the heat energy supplied. Upon checking the website of “Toplofikatsiya – Pernik” AD, we found that 11 breakdowns were reported for March 2026, 14 for April 2026, and since the beginning of May 2026 there are 7 accidents on the heat transmission network,” writes Velislava Delcheva.

She has urged the Energy and Water Regulatory Commission to conduct an extraordinary inspection of Toplofikatsiya – Pernik to ensure compliance with service quality and continuity standards.

“I believe it is necessary to determine fair compensation for the affected customers and to find a lasting solution to the problems with the quality and continuity of heat supply services in the city of Pernik,” states the Ombudsman’s letter to the energy regulator.

In her statement, Delcheva further emphasises that an objective assessment is needed to determine whether the company is fulfilling its licence obligations for a safe, uninterrupted, and efficient supply of heat energy.