PPC111 | New BPCA codes of best practice

A host of new BPCA Codes of Best Practice have been released. We’ve printed the key points from only two: ‘Customer Services and Consumer Rights‘ and ‘Health and Safety for Pest Management Companies. All BPCA Codes are freely available at bpca.org.uk/codes

What is a BPCA Code of Best Practice? A BPCA Code of Best Practice is a set of written rules which explains how people working in our industry should behave in a particular situation. It encompasses relevant legislation but is not the law in itself. However, were a member to act outside of the norms outlined in the COBP, they may be subject to disciplinary action or be in breach of legislation. Members must abide by Codes of Best Practice in their day-to-day work. Failure to do so may result in disciplinary action up to and including dismissal from the Association.

bpca.org.uk/codes

“All pest professionals must deal with customers respectfully and professionally, remembering that they represent the whole pest management sector at all times.”

Customer services and consumer rights (abridged!)

Delivering good customer service ensures our customers feel satisfied that they’ve received the help and support they require with their pest problems. Customer service doesn’t just stop at the service delivery itself.

Your service starts as soon as a potential new customer picks up the phone or fires off that first email. Excellent customer service includes aftercare and answering follow-up questions, meaning you should also be thinking about the customer days or even weeks after you’ve completed any treatment. 

Professional fundamentals

Documentation and client communication

1 Appropriate insurance must be obtained to protect the business and the customer.

2 Before any service is delivered, the customer must be given information on what to expect. Verbal information provided by the pest management company is acceptable. Ideally, however, this should be written down. Written information can be on your website, but the relevant link to a section of your site should be provided to the client. 

3 Pre-treatment instructions you expect the customer to follow must be given verbally. We recommend that you also provide client instructions in writing. 

4 Your pricing should be transparent and clearly communicated. All costs and pricing must be available on a quotation or estimate.

5 Your customer must be left a treatment report, regardless of the type of visit. See the BPCA Code of Best Practice for Professional Reports.

6 All pest professionals must deal with customers respectfully and professionally, remembering that they represent the whole pest management sector at all times.

Technical expertise

7 A pest professional must be appropriately trained and experienced in carrying out a treatment. If a pest professional is not experienced in a particular pest species or treatment method, then appropriate support or supervision should be sought.

8 Pest professionals should only take on work within their area of expertise. Where you cannot fulfil client expectations or provide an appropriate service, you should refuse the job and try to signpost to an appropriate contractor. 

Failed treatments and complaint resolution

9 Your company must have a complaints process in place. A template complaints process can be provided to members by BPCA. 

10 Where a treatment fails, and it is not the customer’s fault, pest professionals must return to the treatment site to assess the reasons and provide fair resolutions.

11 If communication breaks down between the contractor and customer, the pest management company must:

• Create a chronological list of every communication, treatment and interaction they’ve had with this customer 
• List how the pest management company has tried to resolve the breakdown in communication.

This report should be sent to the customer via letter or email.

12 Any complaints received must be acknowledged within 24 hours of receipt. All complaints must be thoroughly investigated until a resolution is found.

Legislation

• Consumer Rights Act 2015
• Chapter 4 (Services) of the Consumer Rights Act is the most relevant legislation covering pest management services. It looks at the contract between a trader supplying a service to a consumer.

For a detailed breakdown of legislation and further reading, download the full CoBP Customer services and consumer rights at bpca.org.uk/codes

Health and safety for pest management companies (abridged!) 

Health and safety forms an integral part of any business. In pest management, safety will dictate what employers need to do to keep employees and those who come into contact with our treatments safe.

Pest management is a service sector and requires careful consideration of our chemical and non-chemical techniques. 

Professional fundamentals

1 Adhere to all health and safety legislation applicable to your relevant work areas

2 Carry out written risk assessments for significant hazards, even if you employ less than five people and are therefore not required to by law

3 Review all risk assessments at least annually

4 Carry out written site-specific risk assessments for all contracted customers

5 Carry out written CoSHH assessments for all potentially harmful chemicals used

6 Ensure employees have the proper PPE and RPE for their work

7 Keep written records of equipment and PPE maintenance for your employees

8 Always leave safety advice for customers after any work. Safety advice must be left for the person residing in or on the property or land, not just the paying customer (where applicable)

9 Regardless of company size, members must have a written statement of intent

10 You must communicate health and safety measures with employees, and records of this must be kept for at least two years

11 All staff must receive regular health and safety training appropriate to their field of work. All training (even ad-hoc training provided in the field) must be recorded

12 There must be a procedure in place for reporting, recording, and preventing accidents

13 Near-miss incidents must be recorded. 

Legislation

• Health and Safety at Work Act 1974 (HASWA)
• The Management of Health and Safety at Work Regulations 1999 (the Management Regulations)
• Control of Substances Hazardous to Health (CoSHH) Regulations 2002
• Provision and Use of Work Equipment Regulations 1998 (PUWER)
• Personal Protective Equipment (PPE) at Work Regulations 1992 (Amended 2022)
• The Manual Handling Operations Regulations 1992 (as amended) (MHOR)
• The Work at Height Regulations 2005.

For a detailed breakdown of legislation and further reading, download the full CoBP Health and safety for pest management companies at bpca.org.uk/codes