A West London council has introduced new measures to improve its response to pest infestations after a resident's home was left riddled with bed bugs.
Council Ordered to Pay Compensation
Hammersmith and Fulham Council was ordered to pay £2,000 to the resident and issue an apology from its Chief Executive last year, after the Housing Ombudsman found the authority had demonstrated a "lack of empathy" and caused "significant stress and inconvenience" in its handling of the complaints.
In response, a review carried out by senior officers at the council identified areas requiring improvement, though it found no evidence of systemic issues across its services. A council spokesperson said the local authority will continue to work closely with residents to implement further improvements.
Resident's Ordeal
According to the Ombudsman's report in June 2025, more than two years after the infestation began, the resident said he was having to sleep in his kitchen "wearing gloves and thick socks" and had been prescribed sleeping tablets by his doctor.
The council accepted the findings "in full" and acknowledged the service fell below the expected standard.
Review Findings
Following the Ombudsman's report, senior officers across the council's Housing, Public Protection and Complaints services undertook a review of the case and other instances of pest control from 2024. 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.
New Measures Implemented
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".
Housing Ombudsman Comments
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".
Council Response
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."
Signs of Bedbugs
Signs of bedbugs include:
- Bites – often on skin exposed while sleeping, like the face, neck and arms
- Spots of blood on your bedding – from the bites or from squashing a bedbug
- Small brown spots on bedding or furniture (bedbug poo)
