Pests
Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve.
Discover guidance and case studies to help you understand this key topic.
On this page
Pests in a property
An infestation means there is a large number of pests within a property.
Pests in the home can cause damage, bring disease, and create unhealthy living environments. Poor housing conditions, such as excess waste or structural problems, are common causes of pest infestations.
Pests may include:
- insects such as ants, cockroaches, and wasps
- animals such a rats, mice, or pigeons
Infestations can be extremely distressing for residents and become harder to resolve if not treated quickly. The cause of an infestation will determine who is responsible for treating the issue.
All landlords should have a policy for responding to and treating pest infestations.
If you have a pest infestation, you should report the issue to your landlord as quickly as possible. Guidance and next step information should be available via your landlord’s website and your local authority’s environmental health department.
Guidance
Landlord expectations
Use this guide to understand what you need to do when you handle reports of pests.
It gives clear steps to manage cases effectively and meet the standards set out in the Complaint Handling Code.
Resident support guide
Use this guide to make the complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on pests.
Landlord training
Training available on the Learning Hub
Strong, fair, and consistent complaint handling starts with good knowledge and practical skills.
Our Learning Hub gives you the tools to improve how your organisation understands and responds to the issues residents face.
Through our training, you can:
- build confidence in handling common challenges, from repairs and property condition to communication, recordkeeping, and service delivery
- understand the key findings, themes, and recommendations from our Spotlight reports
- learn how to use data, insights, and casework trends to create better outcomes
- explore real scenarios that show what good and poor practice look like
- deepen your understanding through virtual classrooms, eLearning, microlearning modules, and expert podcasts
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Case studies
These case studies come from real cases we have handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
No maladministration
This case shows no maladministration. The landlord acted appropriately by responding to the resident’s concerns quickly and completing follow up inspections.
What happened:
- the resident reported pest activity to the landlord
- the landlord followed policy and sent its pest contractor the next day to inspect and lay bait/traps
- the landlord offered the resident alternative housing to reduce stress
- the landlord monitored the property to ensure pests did not return
- the resident made a complaint seeking compensation for damaged possessions and alleging negligence
- having already discarded the items, the resident could not provide evidence for her claim
- the landlord and contractor kept accurate records of all contact and actions
- the landlord acknowledged the resident’s experience and offered goodwill compensation
- the investigation confirmed the landlord resolved the issue appropriately and within a reasonable timeframe
Severe maladministration
This case shows severe maladministration. The landlord failed to respond appropriately to the seriousness of pest infestation reports. These failings caused distress to the resident.
What happened:
- the resident reported a pest infestation to the landlord
- the landlord did not respond or act promptly and dismissed pest noise as wind
- contractors identified roofing works were required to address the infestation
- works were unsafe and inadequate, a contractor fell through the ceiling and pests remained a year later
- a later roof inspection found no pests but showed the rodent entry point had been disturbed
- despite the pest contractor’s advice, the landlord refused regular inspections and insisted no further action was required
- ongoing structural issues allowed pests to return, leading the resident to raise another complaint
- the landlord carried out more works a year later
- by delaying inspections and repairs and blaming pest noise on everyday sounds, the landlord caused the resident further distress and inconvenience
Resident information
Resident support guides
Use this collection of support guides to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.