Peterlee Rodent Prevention– Business Policies

1. Health & Safety Policy

Objective: To ensure the safety of employees, clients, and the public while providing pest control services.

All technicians must comply with the Health and Safety at Work Act 1974 and COSHH Regulations 2002.
Personal Protective Equipment (PPE) must be worn at all times during treatment.
Risk assessments and method statements (RAMS) must be completed before each job.
Chemicals and baits must be stored, transported, and disposed of in accordance with UK HSE guidelines.
Accidents, near misses, or hazardous incidents must be reported within 24 hours.

2. Environmental Policy

Objective: To minimise environmental impact and promote sustainable practices.

Only approved rodenticides (as per the Campaign for Responsible Rodenticide Use - CRRU) are used.
Non-toxic and humane control methods are prioritised where possible.
Waste materials (including carcasses and contaminated bait) are disposed of via licensed waste contractors.
Vehicles are maintained for fuel efficiency and reduced emissions.
Digital documentation is preferred to reduce paper usage.

3. Customer Service Policy

Objective: To provide reliable, respectful, and high-quality service.

Technicians will attempt to arrive within the agreed appointment window. Notice will be given if times change
Clients must be informed of treatment details, potential risks, and aftercare procedures.
Complaints are acknowledged within 24 hours and resolved within 5 working days.
All customer data is handled in compliance with UK GDPR (2018).

4. Pricing & Payment Policy

Objective: To ensure transparent and fair pricing practices.

All quotes are provided in writing, with VAT clearly indicated.
No hidden fees—extra costs require client approval before proceeding.
Payment is due upon completion of service unless prior payment terms are agreed.
Accepted payment methods: cash, bank transfer, or card payment.
Late payments may incur interest in line with the Late Payment of Commercial Debts (Interest) Act 1998.

5. Employee Conduct Policy

Objective: To uphold professional standards and company reputation.

All staff must carry company identification at all times.
Uniforms must be clean and worn during service visits.
Use of alcohol or drugs during working hours is strictly prohibited.
Respectful behaviour toward clients and colleagues is mandatory.
Confidential company information must not be shared externally.

6. Training & Competency Policy

Objective: To ensure all employees are competent and compliant.

All technicians must hold Level 2 Award in Rodent Management (or equivalent).
Continuous professional development (CPD) is mandatory to maintain certification.
Regular training is provided on product safety, animal welfare, and legislation updates.
Training records are maintained for audit and compliance purposes.

7. Insurance & Liability Policy

Objective: To protect clients, employees, and the company from financial loss.

The company maintains:
- Public Liability Insurance (£1 million minimum)
Proof of insurance is available upon request.
The company is not liable for damage or loss caused by pre-existing infestations or client negligence.

8. Data Protection & Privacy Policy

Objective: To ensure compliance with data protection laws.

All client information is securely stored and only used for service provision.
Data is never sold or shared without consent.
Clients can request data deletion or correction at any time.
Company systems are password-protected and regularly updated.

9. Cancellation & Rescheduling Policy

Objective: To manage time and resources efficiently.

Appointments can be rescheduled with at least 24 hours’ notice.
Cancellations within 24 hours may incur a call-out fee.
Missed appointments (no-shows) are charged at full rate unless due to emergency circumstances.
The company reserves the right to cancel or postpone appointments due to unsafe conditions or extreme weather.

10. Animal Welfare Policy

Objective: To ensure humane treatment of rodents and non-target species.

Traps and control measures are selected to minimise suffering.
Non-target species must not be harmed—precautions are taken to prevent exposure.
Rodenticides are used responsibly, following CRRU Code of Best Practice.
Wildlife and pets on-site are to be protected at all times.

11. Equal Opportunities Policy

Objective: To promote fairness and prevent discrimination.

The company is committed to equal opportunities in recruitment, training, and promotion.
Discrimination, bullying, or harassment is not tolerated.
All staff and clients are treated with dignity and respect regardless of race, gender, disability, or background.

12. Emergency Response Policy for Employees

Objective: To respond quickly and effectively to emergencies.

In case of poisoning, contamination, or injury, immediate action is taken per HSE and product safety data sheet instructions.
Emergency contact details are kept in all vehicles for employee safety.
In case of poisoning, contamination, or injury call 999 and present the product label or risk assessment with the rodenticides used.

No Liability for Advice or Recommendations Policy

Objective:

To clearly define the company’s position regarding liability for advice, recommendations, or guidance provided to clients as part of inspection, treatment, or consultancy services.

Policy Statement:

Rodent Control Services Ltd aims to provide clients with accurate, professional advice and recommendations based on the information available at the time of inspection or service. However, the company cannot accept responsibility for any loss, damage, or consequential costs arising from actions taken—or not taken—based on that advice.

Policy Details:

Scope of Advice:
- Any recommendations provided, whether verbal or written, are given in good faith and are based on observations made during the service visit.
- Advice is intended to assist the client in managing or preventing rodent activity but does not constitute a guarantee of outcome or total eradication.
No Warranty or Guarantee:
- While every effort is made to provide effective treatments and accurate information, Rodent Control Services Ltd does not warrant that following the advice will prevent future infestations or damage.
- Environmental factors, client actions, or third-party works may affect the effectiveness of recommendations.
Client Responsibility:
- Clients are responsible for deciding whether to implement recommendations provided.
- The company is not liable for any structural, electrical, or other property modifications made based on its advice.
- Clients should seek independent professional advice (e.g. building contractor, electrician, or plumber) before undertaking any significant works.
Limit of Liability:
- The company accepts no liability for direct, indirect, or consequential losses resulting from:
  - Reliance on advice or recommendations provided.
  - Failure to act on advice or implement suggested measures.
  - Works carried out by third parties following company recommendations.
- Liability is strictly limited to the cost of the pest control service provided.
Documentation:
- All recommendations and treatment notes are documented on service reports for transparency.
- Clients are encouraged to retain these reports for their records and future reference.
Acknowledgement:
- By engaging with Peterlee Rodent Control, clients acknowledge and accept this limitation of liability regarding advice and recommendations.

Review & Updates:

This policy is reviewed annually or whenever there are significant changes to legislation, industry standards, or company operations.

Equipment Maintenance & Calibration Policy

Objective: To ensure all pest control equipment is maintained in safe and accurate working order.
Policy Statement: All tools, traps, and application devices are routinely checked, cleaned, and calibrated to ensure reliability and safety.
Policy Details:

Technicians perform visual checks before each use.
Calibration logs are maintained for equipment requiring accuracy.
Defective tools are reported and replaced immediately.

Subcontractor & Partner Policy

Objective: To define expectations for any third parties performing services on behalf of the company.
Policy Statement: All subcontractors must meet Peterlee Rodent Prevention’s safety, insurance, and competency standards.
Policy Details:

Subcontractors must provide proof of qualifications and insurance.
Work carried out must comply with this policy manual and UK legislation.
Subcontractors are monitored to ensure service quality and compliance.

Lone Working Policy

Objective: To safeguard employees who work alone or in isolated environments.
Policy Statement: The company ensures appropriate communication, risk assessment, and emergency response procedures for lone workers.
Policy Details:

Lone working risk assessments are completed before each job.
Technicians must maintain contact with the office throughout assignments.
Emergency contacts and escalation procedures are in place.

COSHH (Control of Substances Hazardous to Health) Policy

Objective: To ensure the safe use, storage, and disposal of hazardous substances.
Policy Statement: All substances used by the company are assessed and handled in compliance with COSHH Regulations 2002.
Policy Details:

Material Safety Data Sheets (MSDS) are available for all chemicals.
Technicians are trained in COSHH awareness and emergency procedures.
Hazardous waste is disposed of through licensed carriers.

Waste Management & Disposal Policy

Objective: To ensure environmentally responsible handling of all waste materials.
Policy Statement: The company disposes of all pest control waste safely and in accordance with UK environmental laws.
Policy Details:

Carcasses and contaminated materials are disposed of using licensed contractors.
Records of waste transfers are retained for compliance.
Technicians minimise waste generation wherever possible.

Biosecurity Policy

Objective: To prevent the spread of pests and diseases between client sites.
Policy Statement: The company implements biosecurity measures to protect clients, staff, and the public.
Policy Details:

Equipment is disinfected between jobs.
Protective clothing is changed where necessary.
High-risk sites receive enhanced hygiene and decontamination measures.

Record Keeping & Documentation Policy

Objective: To maintain accurate and secure operational records.
Policy Statement: All service records, inspection reports, and treatment logs are completed accurately and stored securely.
Policy Details:

Records are retained for at least five years.
Electronic files are password-protected and backed up regularly.
Clients may request copies of relevant service records.

Anti-Bribery & Corruption Policy

Objective: To comply with the UK Bribery Act 2010 and uphold ethical standards.
Policy Statement: Peterlee Rodent Prevention has zero tolerance for bribery, corruption, or unethical inducements.
Policy Details:

Employees must not offer or accept gifts that could influence decisions.
All hospitality and client entertainment must be pre-approved by management.
Breaches will result in disciplinary action and may be reported to authorities.

Modern Slavery & Human Trafficking Policy

Objective: To demonstrate commitment to ethical labour practices.
Policy Statement: The company opposes all forms of modern slavery and human trafficking within its operations and supply chains.
Policy Details:

Suppliers must confirm compliance with the Modern Slavery Act 2015.
Employees are trained to recognise signs of exploitation.
Suspected cases are reported to authorities immediately.