Policies

Pest Management Policy

  1. Summary
    1. This policy outlines SHAL’s approach to dealing with pests and infestations in our homes.
    2. SHAL recognises the impact that pests can have on our tenants, their families and their homes. We want to work in partnership with our tenants and contractors to ensure our homes are safe, healthy, and pest-free. This policy aims to ensure that SHAL delivers a positive customer experience that complies with legal, regulatory, and contractual requirements when dealing with pest management issues.
    3. Pest control refers to the regulation or management of a species defined as a pest, usually because it is perceived to be detrimental to a person’s health, the ecology or the economy.
  2. Objectives
    1. This policy applies to:
      1. Properties we own or manage in line with the tenancy agreement
      2. Land owned by SHAL, including communal areas and tenant’s private gardens
      3. Our employees, partners, customers, and stakeholders supported or engaged by us.
    2. This policy aims to:
      1. Make clear who is responsible for pest management in SHAL properties in line with the rights and obligations detailed in our tenancy agreements, leases, and licences.
      2. Provide clear expectations for customers who have a pest issue.
      3. Provide clear guidance to colleagues in the management of pest control issues in SHAL properties and communal areas.
  3. Details
    1. This policy covers any of the following pest categories:
      1. Rats
      2. Mice, fleas, bed bugs, cockroaches and maggots
      3. Silverfish, wasps, bees, ants and slugs
      4. Caterpillars, butterflies, moths, leather jackets,
      5. Moles, foxes and badgers
      6. Squirrels 
      7. Woodworm  
      8. Nest birds
      9. Bats
    2. This policy does not apply to domestic pets which may be on the above list, e.g., pet rodents.
    3. This policy covers the approach by the type of pest in communal areas and individual properties.
    4. SHAL expects tenants to take reasonable steps/precautions to prevent pest infestation. If the contractor identifies the cause of an infestation is from neglect of these responsibilities, then the cost of the remedial treatment may be charged back to the current tenant of the property. The tenant will be informed of this in writing and will be supported to rectify any environmental issues that may be causing the infestation.
    5. If the contractor identifies the cause of a pest infestation as an external factor (e.g. neighbouring land that doesn’t belong to SHAL) we commit to raising this with the owner and liaising with Environmental Health whilst keeping the tenant informed.
    6. If the contractor is unable to identify the cause of the infestation either directly to a property or external factor and remedial treatment is required in communal areas, the cost of the treatment may be charged back to tenants through a service charge where possible.
    7. SHAL recognises that some tenants may not be able to afford the cost of pest control treatments or the services of associated contractors. In these instances, SHAL is not obliged to but may pay for the treatment and the reasonable costs will be recharged with an agreement reached to repay this over a period of time.
    8. If an independent expert report finds evidence that the pest control issue was caused by a property defect, SHAL may reimburse the cost of any pest control attendance or treatments that the tenant has outlaid.
    9. If tenants do not act following a report of pests within their property, SHAL may arrange for a contractor to conduct the works and recharge the reasonable costs back to the tenant. If we cannot gain access, we may obtain access by way of a court injunction.
    10. Communal areas
    11. Where a tenant or colleague identifies pest management issues in a communal area, an order will be raised for our contractor to attend and investigate. Where pest management is required to remove the infestation and prevent reoccurrence in communal areas, the works order will be raised and may be charged back to tenants through any service charge if it hasn’t been charged back and successfully recovered already.
    12. For the purpose of this policy, communal areas can be identified as:
      1. Communal corridors
      2. Communal stores – bin stores, sheds
      3. Shared pipework
      4. Shared walls (internal/external)
      5. Shared lofts
      6. Communal gardens
    13. Tenant responsibility
    14. Where it is the tenant’s responsibility; we will advise and signpost tenants to buy ‘over the counter’ pest management treatments or contact a private pest control company, or through the Local Authority to treat pest infestations
    15. Where there are contributing factors such as (but not limited to):
      1. Overgrown gardens
      2. Domestic waste and fly tipping
      3. Unhygienic living conditions in the home
    16. The tenant is responsible under the terms of their tenancy or lease agreement to resolve and remedy these issues, to prevent reoccurrence.
    17. The tenant is responsible for treating the pests while remedial works take place. On completion, tenants will be advised what factors are contributing to the pest infestation. We will work with the tenant to bring their tenancy or lease back in order. SHAL will take a proactive approach in managing property condition issues by working with tenants, other agencies and agreeing action plans to prevent pest issues.
    18. Where a pest infestation is significant and has potential to affect other properties in the vicinity, SHAL may consider employing its own pest control contractors to resolve the situation. In such cases, the tenant is expected to work together with SHAL and is responsible for eliminating any contributing factors which may be attracting pests within their home or boundary. The tenant is expected to allow access to contractors to resolve the issue. If our SHAL contractor identifies that the issue has been caused by the tenant, then they may be charged the reasonable costs of such work and where necessary, formal tenancy action may be taken. This could include but is not limited to issuing a Notice of Seeking Possession or obtaining an Injunction.
    19. Property defects may include (but not limited to):
      1. Cracked air bricks
      2. Damaged drainpipes (owned by SHAL)
      3. Missing roof tiles/ soffits
      4. Where there are gaps around pipes that are larger than is within building tolerances.
    20. Pest types and responsibilities
    21. Rats
    22. SHAL will arrange for the treatment of rats in all property types.
    23. Tenants are expected to follow any advice given relating to behavioural changes, to resolve and/or prevent the issue.
    24. Mice, fleas, bed bugs, cockroaches and maggots
    25. SHAL will arrange for the treatment of mice, fleas, bed bugs, cockroaches and maggots in flats and all communal areas. Tenants are expected to follow any advice given relating to behavioural changes, to resolve and/or prevent the issue.
    26. Where mice, fleas, bed bugs, cockroaches or maggots are in an individual property (e.g. house or bungalow) the tenant is responsible for treating and/or preventing the issue.
    27. Where the pest infestation of mice, fleas, bedbugs, cockroaches, or maggots was present before the tenant’s tenancy began or occurs within 1 month of the property being relet, SHAL will arrange for the treatment and eradication of the infestation, associated defects, and points of ingress. SHAL will also expect tenants to follow advice given on prevention.
    28. Silverfish, wasps, bees, ants and slugs
    29. Where silverfish, wasps, bees, ants, or slugs are found in an individual property (e.g. house or bungalow) or in a flat/Maisonette, they are the responsibility of the tenant to treat.
    30. Where silverfish or wasp/bee nests are found in the internal communal areas or external communal areas, SHAL will treat.
    31. Where an infestation of ants or slugs is found in the internal communal areas, SHAL will treat. We will not treat ants or slugs outside.
    32. Caterpillars, Butterflies, Moths, Leather Jackets
    33. SHAL will not treat caterpillars, butterflies, moths, and leather jackets under any circumstance, regardless of property type.
    34. Moles, foxes and badgers
    35. SHAL will not treat moles, foxes, and badgers. We will provide advice on agencies which can help with these matters, as these are wild animals.
    36. Squirrels
    37. SHAL will arrange for the removal of squirrels in all property types. Tenants are expected to follow any advice given relating to behavioural changes, to resolve and/or prevent the issue.
    38. Woodworm
    39. Where woodworm is found in the contents/furniture of a tenant’s home the treatment will be the responsibility of the tenant.
    40. Where woodworm is found in the structure of the properties SHAL will arrange for the treatment of the woodworm.
    41. Nesting birds
    42. Where there are eggs in a nest, the nest is not allowed to be touched. Once the birds have left the nest, SHAL can fill in holes to prevent reoccurrence depending on the species.
    43. Pigeons and birds
    44. SHAL will arrange for the prevention of pigeons in a communal area, or if they are causing a risk to the property e.g. solar panels.
    45. Tenants should not encourage birds into gardens, balconies and communal areas by excessive feeding as this can lead to other pest issues.
    46. Bats
    47. SHAL are unable to remove any type of bat species as their roosts are legally protected by both domestic and international legislation. Once it has been established that the bats have left, SHAL will block any entry points preventing their return.
    48. Communication and support
    49. We will keep tenants informed while managing the case.
    50. Where there has been an outbreak in a communal area, SHAL will inform all tenants within the block and keep them updated as to progress and the type of treatment that will take place.
    51. We aim to attend as quickly as possible, but we do prioritise the most serious infestations to keep our tenants safe.
    52. Some tenants may need support to access pest control treatments. SHAL acknowledges that there are many types of vulnerabilities including mental ill health, physical ill health, and financial vulnerabilities. SHAL will liaise with the tenant to determine what support, and reasonable adjustments can be offered. Types of support may be providing advice, contacting, and liaising with support agencies on behalf of the tenant or a financial arrangement.
    53. Where a tenant cannot obtain information on solutions and support e.g. obtaining pest control company details, or Local Authority solutions, SHAL will provide this information.
    54. SHAL may pay for the work to be completed and then add the reasonable charge to the tenants account for them to pay back at an agreed amount per week.
    55. SHAL will provide advice and support to all tenants in maintaining their tenancies and their homes.
    56. SHAL will share the policy and guidance on its website and via social media.
    57. Where a tenant does not have access to the internet, we will provide a paper copy of the policy on request.
    58. Complaints regarding pest management will be dealt with in accordance with SHAL’s Complaint Policy and Procedure.
    59. Temporary accommodation
    60. There may be occasions where tenants temporarily need to vacate their home for remedial works to be carried out.
    61. Each case will be reviewed individually taking into consideration a tenant’s circumstances and the severity and impact of the situation.
    62. Tenants must provide access to their home while in alternative accommodation.
    63. Where there are rats in cavity walls/external property, SHAL will not generally decant the tenant.
    64. Where a rat infestation has been identified within the living areas of the property, SHAL may consider decanting to temporary accommodation whilst treatment goes ahead.
    65. Where temporary accommodation is offered, once work is completed and satisfactory reports have been received the tenant must return to the property.
    66. Compensation
    67. SHAL acknowledges that there can be instances where a tenant’s possessions may be damaged due to pest control issues.
    68. Items should not be in communal areas or loft spaces, and any damage to possessions that are stored in these areas because of pests will not be compensated by SHAL.
    69. If items are damaged in individual homes, and it is proven that the cause of the pests was solely the result of negligence by SHAL; SHAL may make a compensation payment in line with our compensation policy.
    70. SHAL may also be able to support customers with accessing grants and funding if their items are damaged due to pest issues.
  4. Outcomes
    1. SHAL has a duty under the tenancy agreement and in law to ensure that tenants are able to live in their homes in a manner which is safe and free of infestation. The policy aims to ensure that we are able to achieve this aim in full.
    2. SHAL aims to be clear about what tenants can expect when they have a problem. This policy aims to ensure that tenants and their families have clarity about our role in tackling infestations.
  5. Consultation
    1. The policy is informed by consultation with the Maintenance Focus Group.
  6. Equality and Diversity
    1. In responding to reports about infestations SHAL will take account of the impact of any personal characteristics on the tenant or their families. These are:
      1. age
      2. disability
      3. gender reassignment
      4. marriage and civil partnership
      5. pregnancy and maternity
      6. race
      7. religion or belief
      8. sex
      9. sexual orientation
    2. The impact on the tenant in relation to the personal characteristic will be taken into account. For example, mental ill health, small children or neurodiversity may require reasonable adjustments to this policy or the processes we use to deliver it to be made in order to keep people safe.
  7. Value for Money
    1. The early treatment of infestations will minimise damage to the property and impact on the tenant and their family. Therefore SHAL will treat any infestation early and thoroughly to ensure that SHAL is assuring Value for Money for our business and for tenants.
  8. Owner
    1. Housing Manager
  9. Version and Revisions
    1. This policy will be reviewed every 3 year(s)
    2. Revisions
New version Date Revision details