A West London man was forced to sleep in his kitchen wearing gloves and thick socks for two years after a severe bed bug infestation plagued his home. The case, which led to a Housing Ombudsman ruling in June 2025, found that Hammersmith and Fulham Council demonstrated a lack of empathy and caused significant stress and inconvenience.
The resident, who was prescribed sleeping tablets by his doctor due to the impact of the infestation, had raised concerns with the council for over two years. The Ombudsman ordered the council to pay £2,000 compensation and issue an apology from the Chief Executive.
Council Review and Improvements
Following the Ombudsman's report, the council conducted a review of the case and other pest control incidents from 2024, led by senior officers in Housing, Public Protection, and Complaints services. The review, published on the Ombudsman's website, did not find similar systemic failings but identified areas for improvement.
Key findings included a lack of an official escalation process when treatments failed to resolve the infestation, inconsistent communication with the resident, and inadequate consideration of practical support and reasonable adjustments. The council also failed to fully assess the property and address all issues in complaint responses.
New Measures Implemented
In response, the council has established a Complaints Learning Board, strengthened collaboration between departments, and introduced additional training aligned with the Housing Ombudsman Complaint Handling Code. A new pest control policy, improved escalation process, and a more compassionate approach to complaint management have been implemented.
Richard Blakeway, Housing Ombudsman, emphasized the need for clear action on pests, noting that confusion over responsibility between landlord and resident often arises, and the impact of insects is sometimes overlooked. He stated that the Hammersmith and Fulham review, along with a separate report on Guinness Partnership, offers significant learning opportunities for the social housing sector.
A council spokesperson said: "We have made significant improvements to the housing and pest control services following the Housing Ombudsman’s findings. The level of service and support provided to the resident fell short of our standards. We apologised and fully accept the Ombudsman’s recommendations, which we have implemented. We will continue to listen and work with residents to make further improvements."
