Jigsaw is committed to ensuring its residents can live safely and well within their homes and free from harmful infestations. Pests can be distressing in a home environment and in instances where infestations occur, joined up working between residents and Jigsaw is required to help eradicate the problem as soon as possible.
As a landlord, Jigsaw has a duty of care to ensure that our homes provide a safe and healthy environment for our residents, employees, and visitors. Jigsaw will therefore respond to repair requests that discourages pest activity and prevents serious infestations within its prescribed response times.
Our approach and policy is guided by the HHSRS (Housing Health and Safety Rating System (specifically Hazard 15 ‐ Domestic hygiene, pests, and refuse which identifies risks arising from:
- poor design, layout, and construction such that the property cannot be readily kept clean and hygienic.
- access into and harborage within, the property for pests.
You can view our full policy here>>
You can report a significant pest infestation to Jigsaw here>>
‘Pests’ will be defined as a destructive insect or animal that poses a risk to human health. Pests can spread diseases, damage property, and may sting or bite humans. Examples of pests include rats, mice, squirrels, and insects including bedbugs, fleas, and cockroaches. Depending on the severity of the infestation, this policy may also apply to other animals and creatures that are causing severe distress to a resident, and it should be reasonably expected that Jigsaw should assist in resolving the problem.
Residents have a key role to play in preventing and managing pest infestations, and would normally be expected to:
- Manage common household creatures such as flying insects, ants, moths, household beetles, daddy long legs, silverfish and spiders. This list is not
exhaustive and covers creatures that are considered manageable without specialist intervention. - Maintain their homes in line with their tenancy agreement, taking all reasonable steps to prevent pest infestations. This includes keeping living refuse areas clean and disinfected.
- Keep gardens tidy, ensuring they are free from rubbish, fly‐tipping and food waste.
- Limit bird feeding and do so responsibly and not to excess.
- Report significant pest infestations to Jigsaw promptly. If the source of the issue originates from privately owned property, residents are expected to report the issue through their local authority’s environmental department.
- Allow access for pest control contractors or Jigsaw maintenance teams to carry out inspections and treatments when required.
Jigsaw is responsible for fulfilling the maintenance obligations outlined in our customers’ tenancy agreements, including addressing issues that may contribute to pest infestations.
Jigsaw will:
Maintain a contract with a suitably qualified and accredited pest control provider to ensure professional and effective treatment of significant infestations.
Provide advice and support to residents on practical steps they can take to manage and prevent pest issues in their homes. In complex cases, Jigsaw will
seek further guidance from a pest control expert.
Respond promptly to reports of pest infestations by arranging a timely inspection or instructing our appointed contractor to attend and assess the situation.
Treat all reports of pest infestation seriously, without prejudgment of the cause, as detailed in section 8 of this policy.
In cases where a customer’s actions may be contributing to an infestation, Jigsaw’s neighbourhoods team will work collaboratively with the resident to
identify the root cause and provide support to help resolve the issue.
Keep customers informed throughout the process to manage expectations around outcomes and timescales.
In exceptional circumstances, where treatment is excessive or disruptive, we may consider moving residents into temporary accommodation.
Work in partnership with local authorities to coordinate a response where infestations are affecting a wider local area. Jigsaw will make all reasonable
efforts to engage with affected customers and those in the vicinity to ensure that treatment can proceed effectively.
In communal areas, take responsibility for pest control in locations such as bin store areas, drains, roof spaces, car parks, stairwells, external areas.
Consider preventative solutions in high‐risk areas such as properties located near rivers or other natural habitats that may attract pests.
As part of Jigsaw’s relet standard, our void teams will inspect for signs of pest infestation and address any issues before a property is relet. This includes repairing any structural defects or access points that may allow pests to enter.
We recognise that some customers ‐ such as those experiencing hoarding behaviours or other vulnerabilities ‐ may be more susceptible to pest infestations. In such cases, we will:
- Provide reasonable adjustments and tailored advice and support to help customers manage their home and surrounding areas.
- Consider temporary decanting where necessary to allow pest control treatments to be carried out safely and effectively.
Jigsaw is committed to working collaboratively to resolve complex pest control issues. We will:
- Work in partnership with our appointed pest control contractor to ensure professional and effective treatment.
- Engage with Local Authority Environmental Health teams where wider or estate level infestations occur, to coordinate a joined‐up response.
- Make reasonable efforts to communicate and engage with affected customers to ensure treatment can proceed efficiently and with minimal disruption.
