The Housing Ombudsman has published the findings of two wider orders for two different social landlords that relate to pest infestations.

In both cases, the ombudsman used its powers to order the Guinness Partnership and the London Borough of Hammersmith and Fulham to carry out an independent review.

This type of review, called a wider order, requires the landlord to look beyond a single complaint to identify root causes for operational issues, while other residents also benefit, whether they live in the same block, estate or other homes managed by the provider, the ombudsman says.

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.

According to the ombudsman’s report, the Guinness Partnership failed to deal effectively with a mice infestation. There were long delays to works, which impacted children. It has made a range of improvements following our wider order.

Meanwhile, the ombudsman’s other report show that Hammersmith and Fulham failed to deal with bed bugs and only offered £25 compensation. There was a lack of escalation and the council failed to offer alternative treatment methods. But it has created a new pest control policy and taken steps to be proactive in potential multiple pest infestation cases.

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.”