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

5

The Ombudsman understands that it can sometimes take multiple attempts, but it is key to keep the resident updated during this time and be clear with communication and timescales to manage expectations

Westward keep customers informed whilst managing each case of reported pest infestation via regular telephone updates/emails or letters.  The preferred type of contact will be agreed with the customer at the onset of a reported case.

Where an infestation is within a scheme/block a communal letter will be issued to each customer and logged on Open Housing.  Where appropriate, the Service Manager or Housing Officer will arrange communal meetings to discuss the infestation and appropriate actions required from customers and Westward’s responsibilities.

Where an infestation is within an individual property – the customer will be kept informed of actions being taken via their preferred communication method and all communication will be logged on Open Housing/ Sharepoint.

Housing /Property Services/Service Managers/

Housing workers

6

Following on from this, landlords should keep effective records (as stated in our Knowledge and Information Management Spotlight report) to not repeat the same actions that are not working

All actions undertaken are recorded on Open Housing/Sharepoint and will be reviewed as appropriate by the colleague who is responsible for managing the project.

Specialist advice is taken when required and actions agreed and recorded on Open Housing/Sharepoint.

Housing /Property Services/Service Managers/

Housing workers

Recommend this is included on team agendas to ensure infestations are discussed, reviewed and trends identified – end November 2024

H&S Manager to liaise with all team managers

7

Landlords should employ expert surveyors and seek input to guide responses

Specialist advice and guidance is available when required via specialist contractors who are appointed through the approved procurement process.

The Procurement Team are available for advice and guidance.

Housing /Property Services/Service Managers/

Housing workers

8

Any pest control policy should have methodological steps in establishing whether it is the landlord’s responsibility or not

Draft guidance under review – End October 2024 for issue for H&S Group and ET consideration

H&S Manager

9

The landlord should conduct a risk assessment of the situation to assess whether it is appropriate to decant the resident – this should take into account the resident’s circumstance (as stated in our Spotlight report on attitudes, rights and respect)

Each case will be reviewed individually and taking into consideration the customer’s circumstances and severity and impact of the infestation.

Customers can be decanted, if necessary, in line with the decant policy and with their agreement.

The Health & Safety Team are available for support and guidance when required.

Housing /Property Services/Service Managers/

Housing workers

H&S Team

10

You must join the dots between pests and disrepair as well as multiple reports of pests in the same block or locality

Reports of repairs and infestation are held on Open Housing and can be viewed by all users. Staff work on a patch basis so would be familiar with existing reports or historic works.

Disrepair cases will be managed by the Surveyor who conducts a whole house review of the general condition and risks and will lead on managing any corrective works. 

Housing /Property Services/Service Managers/

Housing workers

A Pest Control Teams channel can be used to share experiences, lessons learned, identified trends throughout blocks – end October 2024

H&S Manager

11

A joined up link between any local pest control companies and the landlord – automated and streamlined – needs to think about a link ‘officer’ or ‘person’

Specialist contractors are appointed through the approved procurement process.

The Procurement Team are available for advice and guidance.

Each case will have an assessment to determine the lead officer (housing officer/surveyor) within Westward to take responsibility to liaise with the customer(s) and to follow through the process to conclusion.

Procurement Team

Housing /Property Services/Service Managers/

Housing workers

12

For landlords with homes in many different local authority areas, it is best to see what the different approaches are in those areas to ensure correct advice is given to each resident and partnerships can be forged in those areas

Where required, Westward work closely with local authorities and environmental health departments and have approved contractors located within operational areas and refer to these contractors when required.

Housing /Property Services/Service Managers/

Housing workers

13

There could be a role for other community organisations, for example local authority environmental health team, if the infestation is in wider areas

Westward liaise with local authorities and partner organisations where the need arises.

Housing /Property Services/Service Managers/

Housing workers

14

For landlords looking to take pre-emptive action, you could assess which homes would be at a greater risk of infestations, for example, near a river, and conduct proofing works accordingly

Westward have contracts in place where schemes have been deemed at a higher risk of infestation issues and preventative measures have been put in place.

Stock condition surveyors carry out a quality assessment of customers’ homes which includes an HHSRS check along with the component condition checks. It is within the HHSRS check that any items linked to infestations are identified and addressed. 

In voids, an initial pre-inspection is undertaken which identifies any issues with pests and the necessary works are undertaken to remove and then prevent reinfestation.

Schemes are continually monitored where bin stores are provided to ensure infestation does not occur or appropriate works are completed to prevent an occurrence.

Housing /Property Services/Service Managers/

Housing workers

Property Investment Manager to ensure Westward standard includes a review of proofing and preventative works within the scope and specifications of major works – end November 2024.

H&S Manager and PI Manager

15

What does the Housing Ombudsman consider pests?

• mice
• daddy long-legs
• silver fish
• cockroaches
• bed bugs

Westward acknowledge this list but consider other pests such as rats; gulls; birds; badgers etc but are mindful some wildlife is protected and have to be managed by specialists.  As referred to in the draft Pest Control Guidance.

Housing /Property Services/Service Managers/

Housing workers

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