Your first call is a fact-finding conversation. You do not need to identify the pest, prepare every room or choose a treatment before you ring. The useful starting point is a clear account of what you have noticed, where it happened, who uses the property and what access may be available. From there, the team can explain whether the next step is more information, an inspection or a quotation based on an agreed scope.
Start with the property, then the sign
Have the postcode and property type ready. A top-floor flat, terraced house, restaurant kitchen and warehouse raise different access questions even when the reported sign sounds similar. Say whether you are the occupier, owner, tenant, agent or site contact, and whether another person must approve access or expenditure.
Describe the concern in ordinary words. Give the room or outside feature, the first date, how often it has happened and what you actually observed. “Scratching behind the kitchen units on three evenings” is more useful than “definitely rats”. “Small dark marks near the bed frame” is more useful than diagnosing from a skin mark.
If you have a photograph or safely contained specimen, mention it. You can ask how to share it; you do not have to view pest images or keep searching to make the call worthwhile.
Expect questions about access and previous action
The person taking the call may ask about lofts, locked rooms, fitted units, service cupboards, communal areas or height. These questions help separate an accessible inspection from work that needs a landlord, facilities manager or another trade. Say plainly when an area cannot be reached safely.
List any sprays, powders, traps or previous professional work, including the product name and approximate date if known. Do not add another product before the call simply to test a theory. HSE guidance says biocides must be suitable for their intended use and used according to their labels; professional-only products are not for the general public.
Mention children, pets, food handling, allergies or relevant site controls without giving unnecessary medical detail. These facts may affect preparation and access questions. They do not allow a method or re-entry time to be chosen before the actual plan is known.
What the first call may settle
A useful call should identify the next decision. That might be arranging an inspection, asking for a safe photograph, confirming who can authorise work, or preparing a written quotation. If enough information is available for a quote, ask what rooms, visits, methods and exclusions it covers. If information is missing, ask exactly what would resolve it.
Some questions cannot be answered responsibly by telephone. A noise in a wall may have several causes. A photograph may not show the surrounding route. A price may depend on room count, access or evidence. “We need to inspect” can be a useful answer when the uncertainty is explained.
Finish with a short written note
Before ending the call, repeat the agreed next step and who owns it. Record the appointment window if one is offered, the access required, anything you must leave undisturbed, and any preparation that applies. Ask for unclear terms to be put in writing.
For example, a tenant might finish the call with three actions: send the agent’s contact details, keep a suspected item in its present room and wait for visit-specific instructions. A café manager might instead need to nominate a keyholder, provide an equipment-access window and confirm who receives the report. The value lies in a precise next step, not a long generic checklist.
Call 0203 393 2338 when you are ready. A brief observation note is helpful, but uncertainty is a valid reason to call.
Common questions
Do I need to know which pest it is?
No. Describe the sign, location, timing and movement. Identification may need a specimen, image or inspection.
Will I receive a price on the first call?
That depends on whether the scope is clear. Ask what the figure includes and request a written quotation before agreeing to work.
Should I clean before calling?
Continue ordinary hygiene where appropriate, but avoid removing the specific sign or rearranging the affected area until you have asked what evidence is useful.
Can someone else manage the enquiry?
Yes. Identify the person who can provide access and the person who can approve work, especially in rented or commercial premises.
Sources and further reading
External references may contain pest or skin photographs.