Following a recent complaint about our handling of a pest control issue, we’ve been reviewing our approach.  

You said…  

The complaint was about the time it took to deal with a rat problem in the resident’s home. Understandably the issue was causing resident great concern, and while our pest control contractors visited the property regularly, it took some time to deal with the problem. As well as needing pest control expert involvement, our own repairs team also had tasks to carry out.  

We’re doing… 

We are now carrying out a process review to improve communication where multiple teams and external partners are involved, to bring better clarity about roles and responsibilities at all stages of the processes and ensure that works are raised in good time. 

We’ve updated the Pests page on our website based on the feedback from this complaint and on other feedback including calls to our customer services team.