Pest control assurance table

Topic/Point                                                                           RAG

1

After a resident has reported the issue, a landlord should undertake timely inspections of homes/impacted areas

linking to this, there should then be timely repairs which links to the organisation’s repairs policy and depending on the severity of the issue

Following the initial report from the customer and depending on the type and seriousness of infestation, we aim for an initial visit to the property for the first inspection to be within seven working days.  This could be a Westward staff member (housing officer/surveyor/WPS operative etc) or a contractor.

Any identified building repairs required following an inspection will, depending on the severity of infestation, be completed within the repairs policy timescales.

Housing /Property Services/Service Managers/

Housing workers

Property Services

2

You should not place the onus on the resident to sort the problem – whilst they may have a part to play, they may not be the root cause and landlords should investigate this fully before deciding who is responsible

Westward review all reports of infestation, identify the root cause of the infestation and assume responsibility when appropriate or give advice and guidance to the customer.

Westward utilise this checklist to confirm responsibility for:

·       inspecting reported infestations to determine the root cause

·       communal areas

·       voids and relets within the first month

·       where an infestation can be attributed to works required or completed by Westward

Westward work with customers to give advice and guidance when managing an infestation.  Expert advice is taken where required.

Financial support for customers may be available through the household support fund which can be accessed via an online application or they can be referred directly to the Arrears Officer or Financial Inclusion Officer for the area.

Housing /Property Services/Service Managers/

Housing workers

3

All reports of pest infestation should be taken seriously and not be dismissed

All reports of infestation are recorded and investigated.  Where appropriate a detailed investigation is requested for further detail of the issue.  Actions are undertaken based on investigation findings.

All information is held on open housing/sharepoint for future reference. 

Housing /Property Services/Service Managers/

Housing workers

4

If you are concerned that a resident's actions may be contributing to a pest infestation for example, waste in the home, you should identify the problem and support the resident to resolve it

Westward work with customers to give advice and guidance when managing an infestation. 

Where customers may have challenges in resolving the issue due to vulnerabilities or health issues, Westward will offer signposting to suitable supporting agencies where possible.

Financial support may be available through the household support fund.

Signposting for guidance can also be found on Westward Housing website for customers and the internal intranet for colleagues

Housing /Service Managers