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Newlon Housing Trust

Pests

If you think that you have an infestation of pests, please read the information below to find out:

  • Our definition of terms
  • What our responsibility is to you.
  • The circumstances where we won’t take any action.
  • How you can contact us about pests.

Definition of terms

Pests: Pests includes mice, rats, cockroaches, pharaoh ants, bed bugs and other pests established by environmental health as being a statutory nuisance. It does not include wasps, bees, garden ants, moths, bats or foxes as these are not deemed prejudicial to health.

Eradication: This means we will take measures to eliminate the pests from the dwelling. The measures taken will be dependent on the pests, but will predominately involve baiting over a series of visits.

Prevention: This means we will take measures to stop the infestation from entering the dwelling. This will predominantly involve blocking or eliminating obvious routes of access. Where there is contributory disrepair, we will carry out the necessary repair. However these preventative steps will not apply to bed-bugs as they are introduced on clothing and possessions.

What is our responsibility to you?

If you have pests in your property we will normally tackle the problem as follows:

  • If you are a tenant in a flat we will carry out both prevention and eradication measures.
  • If you are a tenant in a house we will carry out prevention measures only (we will not eradicate the pest infestations).
  • If you are a tenant in a house and are classed as vulnerable – for example you are elderly or have a disability – we may carry out prevention and eradication measures.
  • If you are a tenant in a house and a number of adjacent houses are infested, we may carry out prevention and eradication measures.
  • If you are a tenant in a house and disrepair contributed to the infestation, we will carry out prevention and eradication measures.

Are there any circumstances where we won’t take any action?

We will not take action in instances where it is not our responsibility, which are as follows:

  • If the pest infestation is outside, such as in the garden or street.
  • If you are a leaseholder or shared owner.
  • If the property is leased to a third party.

Please note that we will not treat bees nests, unless it is in an inaccessible place or there is a serious health and safety concern. However the British Beekeepers Association may be able to assist. To contact them go to www.bbka.org.uk/swarm.

How can you contact us about pests?

You can contact our Service Centre using the following means if you wish to report any pests or to discuss the matter further:

  • Please phone 020 7613 8080 (or freephone 0800 072 4611). Lines are open from 8am-5pm, Monday-Friday.
  • Email: customerservice@newlon.org.uk. Email responses are 2-10 working days.
  • Live chat: Select the chat icon on this screen and type your details to connect immediately to one of our Service Centre advisers. If there are no advisers available then you will have the option to leave a message and we will get back to you.
  • Callback: If you have called 020 7613 8080 but don’t want to wait on the line to speak to a Service Centre Advisor, just select the ‘callback’ option when prompted and follow the instructions. We will always call you back on the same day and usually within two hours.