Date published: 02 October 2024
The new deal, which will see AGS providing advice and treatment, has been made following Stonewater’s work to understand customers’ experiences and feedback, ensuring that the pest control service is working to support customers in a timely and effective manner.
The contract has been developed following a detailed procurement process and will replace ad-hoc works and varied service-level agreements with pest control companies.
Stonewater customers will be visited within 24 hours of reporting an urgent pest control problem, with the visit followed up by expert advice and treatment works to eradicate problems and prevent any recurring issues.
With customer satisfaction in mind, the new contract with ASG, who carry out pest control works for Transport for London and several councils, will include proofing works such as blocking holes as well as low-level remedial works being actioned on the first visit if necessary.
Along with more emphasis on identifying the causes and sources of infestation, working with customers and communities to solve them, this early intervention will prevent further spread of pests and remove the need to call in other contractors, causing potential delays.
A clear policy supported by a customer advice leaflet increases clarity for customers on how pests will be dealt with, as well as making clear any pests that cannot be removed due to protection issues, or that need to be dealt with differently.
Catherine Preece, Stonewater’s Performance and Delivery Manager (Tenancy and Leasehold) said: “Under the growing spotlight the Housing Ombudsman is placing on pest control and housing quality, this procurement process and contract is an important piece of work for Stonewater in streamlining services and continuing to increase customer satisfaction.
“It has been developed in consultation with customers and will provide them with a clearer and more efficient service, with consistency of contractor and speed of works being particularly positive aspects of the new partnership.”
As well as the benefit to customers, the contract will also benefit the economy and local communities, with ASG recruiting new employees to work on the contract.
David McMillan, ASG’s General Manager, said: “We are delighted to have been awarded this contract by Stonewater, and are fully committed to delivering the highest level of service to its customers. Our team is ready to provide swift and effective pest control solutions, and we’re particularly excited about the proactive approach this contract represents.
“We believe that prevention and early intervention are key to managing pest control effectively, and we’re looking forward to working closely with Stonewater and its customers to achieve this. The recruitment of new employees to work on this contract also aligns with our commitment to supporting local communities and contributing to economic growth.”