We understand how worrying and unpleasant pest issues can be. It is important to us to provide clear guidance, quick support, and reassurance to help ensure your home and neighbourhood remain safe and pest-free.
This page explains:
• What is a pest infestation?
• What to do if you spot a pest infestation
• Who is responsible for dealing with pest issues?
• How we can help
• How to reduce the risk of pests in your home
A pest infestation is when unwanted insects or animals start living in your home or the surrounding areas and begin to cause a problem. This usually means the pests are present in large numbers, are breeding, or are causing damage or health concerns.
Common signs of an infestation include:
• Seeing pests regularly (for example, mice, rats, squirrels, bedbugs, cockroaches, fleas and flies;
• Finding droppings, nests, bite marks or noticing unusual smells;
• Hearing scratching or movement in walls, loft spaces or under floors; or
• Noticing insects in carpets, bedding, cupboards or around food areas.
If you’ve noticed pests in your home, garden, or a communal area, please report it to us as soon as possible. Reporting pest issues quickly helps prevent them spreading.
The quickest way to raise this is through myAccount, or you can call us.
We’ll ask a few questions to help us understand the situation, such as:
• Where the problem is located;
• What type of pest, or evidence of pests, you’ve seen;
• When you first noticed it; and
• Whether neighbours have experienced similar issues.
This helps us assess urgency, trace potential causes, and take the correct next steps.
We may not be able to treat every type of infestation, but we still want to know about it. We’ll check if it’s something we are responsible for, and if not, we’ll explain this and offer advice on how to treat the infestation yourself.
Responsibility for dealing with pests depends on the type of home you live in, the type of pest and where the infestation is found.
Our responsibilities
We are responsible for dealing with infestations when:
• The infestation has been caused by pests gaining entry due to a repair issue or damage to the building;
• The infestation is in a communal area (inside or outside);
• The infestation has spread to your home from a communal area;
• The infestation could spread to a communal area;
• The infestation is making your home unsafe or affecting your health;
• The pests were already there when you moved in;
• Your tenancy agreement says we’re responsible; or
• The local council tell us we must take action for health or safety reasons.
Your responsibilities
In some situations, it’s your responsibility to deal with a pest problem in your home. This is usually the case when pests are present because of something inside your home that you control. If this is the case, you may need to arrange and pay for treatment yourself.
You are usually responsible when:
• The infestation was not caused by building defects or communal areas;
• Pests are in your private garden (unless multiple homes are affected or there is a repair issue);
• The infestation has been caused by the way the home is being used (for example uncovered food, overflowing bins, bird feeding attracting rodents, caused by pets); or
• Your lease or tenancy agreement says you’re responsible.
Not sure who’s responsible?
If you’re unsure who’s responsible, please still report the problem. If it’s not something we are responsible for, we’ll explain this and offer advice on how you can treat the infestation.
We work in partnership with our pest control contractor John O’Conner Pest Control, who provide friendly, respectful and professional services for a wide range of pests. They have been supporting customers and housing providers for over 55 years.
What happens next?
• Once you report a pest infestation, if the issue is our responsibility, we will raise a work order with John O’Conner to attend your home or neighbourhood.
• John O’Conner will contact you to arrange an appointment to investigate the problem, usually within five working days.
• John O’Conner aim to begin treatment straight away, if possible.
• They will send us a report with their findings and any proofing or treatment recommendations.
• Some pest treatments require a follow up treatment in two to three weeks’ time. John O’Conner will arrange a suitable appointment with you to complete the next treatment if needed.
• We’ll keep you informed throughout the process.
You can help reduce the risk of pest issues by following these steps:
• Store food in sealed containers and avoid leaving food uncovered;
• Clean up crumbs and spills promptly;
• Keep indoor and outdoor bins closed and ensure no rubbish bags are left beside bins;
• Avoid excessive bird feeding;
• Report any structural issues (e.g. holes to buildings, damaged vents, slipped roof tiles);
• Keep gardens neat and tidy and free of rubbish, bulk waste or food waste;
• Treat pets regularly for fleas and wash pet bedding frequently; and
• Report any issues with damp or mould. Pests like drain flies and silverfish thrive in damp places.
Small steps like these can significantly reduce pest activity in your home and neighbourhood.
What pests can you help with?
We can offer advice and support on many types of pest issues, including rats, mice, squirrels, cockroaches, bedbugs, fleas, flies, maggots, ants, wasps and birds.
Who will carry out pest control treatment?
All pest treatments arranged by us are carried out by John O’Conner’s fully trained technicians. They will always carry ID. Please ask to see this before letting anyone into your home. John O’Conner are registered with the British Pest Control Association (BPCA) and the National Pest Technician Association (NPTA).
Do I need to prepare my home for treatment?
For some pests (for example, bedbugs and fleas), you may need to prepare your home for treatment. You may need to wash bedding, clear clutter, or move furniture before the visit. We’ll advise you on what’s needed so the treatment works effectively and can be started as soon as possible.
What if a pest issue is my responsibility but I cannot afford treatment?
Talk to us. We can signpost you to lower cost council services and, if needed, refer you to our Better Days team to see if you are eligible for support. We’ll also look at your circumstances - in some cases, we may be able to step in.
You may find the following helpful:
• Find accredited pest control companies:
https://bpca.org.uk/find
• General pest advice and guidance from the BPCA:
https://bpca.org.uk/pest-advice
• Orbit’s Better Days service – free advice and support if you're struggling:
https://www.orbitcustomerhub.org.uk/help-support/