Housing Ombudsman sets out ‘significant learning opportunity’ in pest cases
16 June 2026
We have published the findings of 2 wider orders for 2 different landlords that relate to pest infestations.
We have published the findings of 2 wider orders for 2 different landlords that relate to pest infestations.
In both cases, we used our powers to order the landlords to carry out an independent review. Other residents benefit from these reviews, whether they live in the same block, estate, or other homes managed by the landlord.
This type of review, called a wider order, requires the landlord to look beyond a single complaint to identify root causes for operational issues. Reviews can identify changes needed in policy or practice to improve services and prevent future failures. A team independent of the service area or separate organisation must carry out the review.
Guinness Partnership
Guinness Partnership made a range of improvements following our wider order.
In the original complaint (202435422) the landlord failed to deal effectively with mice infestation. There were long delays to works, with children impacted by these delays.
In its review, it updated its pest procedure to recognise its responsibility for any report of pests accessing properties from communal areas, not specifically pests reported within the communal areas.
It improved its systems to include the recording of post-works inspections and created a new complex repairs team to improve oversight.
The landlord also reviewed all processes for pest control contractors and provided training to its repairs teams. Finally, it is reviewing its responsive repairs policy to consider any further amendments needed on pest control.
Read the Guinness Partnership report (PDF)
The London Borough of Hammersmith and Fulham
The London Borough of Hammersmith and Fulham created a new pest control policy and has taken steps to be proactive in potential multiple pest infestation cases.
In the original complaint (202418398) the landlord failed to deal with bed bugs and only offered £25 compensation. There was a lack of escalation and the landlord failed to offer alternative treatment methods.
Following the wider order, the landlord has expanded the use of specialist pest control contractors when alternative treatment methods are necessary. It has updated its resident guidance and is providing support for households with vulnerabilities.
It has delivered public health-led training on pest infestation. It has also delivered training on home visit protocols. It will now use more photographs to ensure better escalations can take place. It has also introduced a new pest control dashboard. This will improve records, be accessed by staff across the landlord, and point out trends if there are repeat visits.
The landlord also carried out a benchmarking exercise with other similar landlords in London.
Read the London Borough of Hammersmith and Fulham report (PDF)
Richard Blakeway, Housing Ombudsman, said: “Clear action should be taken on pests but sometimes there is confusion over responsibility between the landlord and resident. There can also be a focus on rats and mice without fully recognising the impact of insects.
“There was a severe impact on 2 households, including children, caused by pest infestations.
“These 2 wider orders identify common lessons. This includes the scope of policies, working with specialist contractors, oversight and coordination of works, and reporting. They present a significant learning opportunity for the wider social housing sector.
“The pest hazard will eventually come under Awaab’s Law, so the time for landlords to prepare and be proactive is now.”
In all wider order cases, we provide landlords with an opportunity to publish a learning statement.
Guinness Partnership
The service provided to our resident in this case was not good enough, and we are very sorry for letting them down. We recognise the distress caused by delays in addressing the mice infestation and by a lack of timely, coordinated action, and we have apologised to our resident for the impact of our failings.
Since this case, we have strengthened our approach to managing pest issues. We have improved how we respond to and monitor infestations and have taken steps to ensure earlier intervention. We have also introduced a dedicated Complex Repairs Team and improved cross-team working to ensure better coordination when handling cases of this nature.
We continue to learn from cases like this and remain committed to providing a service that resolves pest issues quickly and effectively where they arise.
London Borough of Hammersmith and Fulham
We have made significant improvements to the housing and pest control services following the Housing Ombudsman’s findings in June 2025.
We now have a new pest control policy, improved escalation process and a more compassionate approach to complaint management after carrying out a comprehensive review.
The level of service and support provided to the resident during this time fell short of our standards. We apologised to the resident and fully accept the Ombudsman’s findings and recommendations which we have implemented.
We will continue to listen and work closely with residents to make further improvements to the housing service.