Reforming the housing and utilities sector of the Russian Federation for 30 years of development of market relations requires new methods and approaches to the consumer of services. Unfortunately, both in foreign countries and in Russia, the consumer profile of housing and utilities services is considered, as a rule, in a limited territory, where certain relations have already been formed. Therefore, as a result of the conducted sociological survey of citizens in various regions of the Russian Federation, a generalized, integrated, average portrait of the consumer of housing and communal services, located in different climatic conditions, in ambiguous circumstances of the implementation of local development programs, is made. The consumer’s portrait includes various socio-economic components that allow to understand the motives of the target audience's behaviour in relation to the management organization, the state and the factors affecting it. Another no less important issue for Russian citizens is the creation of comfortable and safe living conditions, where each of them can self-actualize and improve the quality of life. For its solution the authors have proposed a formula for calculating the level of environmental location of the houses that characterize the quality of the environment. A model for solving consumer problems in the context of the development of stable relationships between participants in the market of housing and communal services (consumer - business - state), which have practical significance, has been developed.