Hammersmith and Fulham Council has introduced measures including a new pest control policy and “more compassionate” approach to complaints
A Hammersmith and Fulham resident was left sleeping in his kitchen wearing gloves and thick socks after a bed bug infestation took over his home – with a council review now admitting the way his case was handled fell below expectations.
According to the Ombudsman’s report in June 2025, the resident, who said he was prescribed sleeping tablets by his doctor due to the impact of the infestation, spent more than two years raising concerns with the council before the Housing Ombudsman found the authority had shown a “lack of empathy” and caused “significant stress and inconvenience”.
Following the ruling, Hammersmith and Fulham Council has introduced new measures to improve how it deals with pest infestations, including a new escalation process and changes to complaint handling.
The review followed a Housing Ombudsman finding, published last year, which ordered Hammersmith and Fulham Council to pay £2,000 to the resident and submit an apology from the Chief Executive.
Following the Ombudsman’s report Hammersmith and Fulham Council undertook a review of the case and other instances of pest control from 2024. It was led by senior officers across its Housing, Public Protection and Complaints services.
The review, which has been published on the Ombudsman’s website, did not find evidence of cases with similar failings or systemic issues across services. It did however flag areas where processes could be strengthened, with some improvements having already been implemented.
One key finding was that while the resident’s complaints were responded to and the property was treated the infestation was not resolved, and there was no official process to escalate concerns.
“As a result, alternative treatment options were not fully explored,” the report stated. “Communication with the resident was inconsistent and practical support and reasonable adjustments weren’t adequately considered.”
The lack of a full assessment of the resident’s property and the council’s complaint responses not fully addressing the issues raised were also noted as areas where improvements are required.
The local authority has taken action following the case including establishing a Complaints Learning Board.
Work has also been carried out to strengthen collaboration between different parts of the council, with additional training introduced aligned with the Housing Ombudsman Complaint Handling Code.
The report concluded by noting Hammersmith and Fulham “is working to ensure services are responsive, empathetic, and effective, both in resolving issues at the earliest opportunity and in handling any complaints effectively if they arise”.
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.”
He added the Hammersmith and Fulham review, alongside a separate report on Guinness Partnership, “present a significant learning opportunity for the wider social housing sector”.
A Hammersmith and Fulham Council spokesperson said: “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.”
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