Duty of Care in Pest Control: What Every Employer Needs to Know

Running a pest control company means protecting more than just your clients’ properties. You’re also responsible for safeguarding the people who make your work possible — your technicians, surveyors, and office teams. That’s where your duty of care comes in.

In a recent British Pest Control Association (BPCA) webinar, “Duty of Care: An Employer’s Guide”, Hema Mistry, Head of Service at Quest, broke down what this responsibility really means in practice. Her talk was refreshingly direct, moving beyond legal jargon to explore what good employers actually do to protect their people day to day.

“Duty of care is central to the employment contract,” Hema explained. “We have the duty of care, we have a duty of trust and confidence, and the duty of fidelity as well.” These three pillars form the foundation of every employer–employee relationship — and they’re particularly important in a hands-on, safety-critical industry like pest control.

This article draws on Hema’s insights and explores what duty of care means for pest control businesses. It also offers practical steps you can take to meet your legal obligations, build trust in your team, and reduce risk across your operations.

Table of Contents:

• Understanding Duty of Care in Pest Control
• Extending Duty of Care Beyond the Workplace
• Building Respectful Teams and Preventing Harassment, Bullying, and Discrimination
• Practical Steps to Strengthen Your Duty of Care
• Duty of Care as a Cornerstone of Professional Pest Control

Understanding Duty of Care in Pest Control

At its core, duty of care means taking all reasonable steps to ensure the health, safety, and wellbeing of your employees and anyone affected by your work. For pest control employers, that covers a wide range of scenarios — from technicians handling rodenticides to office staff managing customer calls.

Hema reminded BPCA members that “as soon as you employ one person, you have responsibilities from an employment law perspective.” These include obligations under several key pieces of UK legislation, such as:

• The Health and Safety at Work Act 1974

• The Management of Health and Safety at Work Regulations 1999

• The Equality Act 2010

• The Employment Rights Act 1996

Together, these laws create a framework that protects workers’ safety, equality, and dignity. In pest control, these requirements translate into specific, everyday actions — carrying out risk assessments, supplying personal protective equipment (PPE), managing absence properly, and maintaining respectful communication at all times.

Hema highlighted that some employers mistakenly believe they can reduce their liability through contractual clauses. “You can’t do that,” she said plainly. “Ultimately, it’s a statutory obligation. You cannot override anything through a contractual term.” This is an important reminder for small pest control businesses that might rely on standard contracts or subcontractor agreements — your legal duty of care still applies.

Legal and Moral Responsibilities in Practice

While the legal framework gives employers a clear foundation, Hema Mistry made it clear that duty of care isn’t just about compliance. It’s about maintaining safe, respectful, and supportive workplaces where people can do their best work. “We have a legal and a moral responsibility to ensure the safety and wellbeing of our employees as well as others,” she said.

For pest control business owners, that moral responsibility is often the difference between a workforce that simply follows orders and one that genuinely cares about doing things right. Field teams work in varied and sometimes high-risk environments — in lofts, basements, kitchens, warehouses, and sometimes on customer roofs. Your team’s confidence that you take their safety seriously affects not just morale but also performance and retention.

Risk assessments: more than paperwork

One of the most valuable points Hema raised was that risk assessments don’t need to be complicated. “They sound like a really scary thing, don’t they?” she asked. “But think about it. You cross a road — you’re looking left, right, you’re looking for any dangers. That is a risk assessment.”

This practical analogy helps demystify the process. In pest control, risk assessments are a constant part of the job: checking for exposure to harmful substances, inspecting ladders and access equipment, identifying confined spaces, or considering potential contact with aggressive pests or wildlife.

Instead of treating these assessments as a one-off task, they should be ongoing conversations between managers and technicians. Using digital tools like Fieldmotion makes it easier to complete, store, and review these records, ensuring nothing slips through the cracks — especially when multiple jobs or teams are running at once.

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The importance of proper PPE

“PPE is not a nice-to-have,” Hema reminded the audience. “If you need to wear protective shoes, masks, eyewear, or high-vis jackets — it’s not a fashion attire.”

That statement will resonate with many pest control companies. From respirators and gloves to overalls and steel-toe boots, the correct PPE is essential when handling pesticides or entering contaminated areas. The law is clear: employers must not only provide suitable protective equipment but also ensure staff know how to use and maintain it.

There’s also room for flexibility and understanding. As Hema noted, “You can now get prescribed PPE,” meaning eyewear or face protection adapted to individual needs. Employers who take time to ensure comfort and practicality demonstrate genuine care — which can reduce non-compliance and improve safety culture overall.

Managing conflicting obligations

Many pest control employers juggle both health and safety and employment legislation, which sometimes overlap or even conflict. Hema acknowledged that “some of the health and safety laws and the HR laws do actually conflict,” requiring managers to make judgment calls.

For instance, when an employee reports stress due to workload, there’s both a duty to protect mental wellbeing and to maintain business productivity. The key is documentation and transparency — showing you’ve considered all sides before taking action. Again, this is where digital record keeping helps demonstrate compliance if questioned by regulators or tribunals.

Extending Duty of Care Beyond the Workplace

One of the most valuable messages from the BPCA webinar was that a business’s duty of care doesn’t end when an employee leaves the site or goes home. As Hema Mistry put it, “Our duty of care doesn’t just stop when someone is actually in the workplace or working from home. We’ve also got to think about our duty of care for individuals who may be off absent due to whatever illness or condition they’re suffering from.”

That message is vital in pest control, where small, close-knit teams often depend heavily on each member. When someone is off work — whether due to illness, injury, or maternity leave — it can be easy to focus on covering their workload and forget about the person themselves. Yet continued communication and care are key to maintaining trust, preventing disputes, and ensuring smoother returns to work.

Managing absence with empathy and consistency

Absence management is one of the most delicate areas of HR, particularly for small firms without dedicated HR departments. Pest control employers should make sure every absence — short or long term — is handled fairly and compassionately. That means:

• Keeping reasonable contact with the employee while they’re away, without applying pressure.

• Checking in to see what support they might need to return safely.

• Documenting communication, fit notes, and any reasonable adjustments made.

Hema shared a recent example from her HR practice: “One of the questions that was raised is she’s not responding to my emails of when she is coming back from maternity leave. And I literally just said a few slides before — there is a statutory procedure to follow.”

Her advice? If an employee is on maternity leave and hasn’t confirmed an early return, assume she’s taking her full 52 weeks. It’s her legal right. The key takeaway for pest control managers is to plan for absence rather than react to it. Using workflow software to track leave, schedule jobs, and share updates can help maintain smooth operations without breaching boundaries or creating unnecessary stress.

Supporting maternity and family leave

Hema emphasised that employees on maternity leave are often “forgotten” — something she encouraged all employers to avoid. Even when team members are off for long periods, the employer’s duty of care continues. Maintaining light, respectful contact can help them feel connected and valued. That might mean sending a quick company update, checking in before their return, or ensuring their uniform, training, or vehicle are ready when they come back.

In pest control businesses where field roles can be physically demanding, it’s also essential to assess whether a returning employee needs temporary adjustments — fewer site visits, lighter duties, or additional training if procedures or chemicals have changed.

Promoting mental health awareness

The pest control profession can be physically tiring and emotionally draining. Long hours, lone working, and unpredictable schedules can take their toll. “We all have a level of stress in our lives,” Hema said. “It’s when it tips over to be something that’s having an impact on you day to day — that’s when we need to really be aware and mindful.”

Employers play a central role in spotting and addressing these early signs. For small teams, this often comes down to simply knowing your people — noticing when someone seems withdrawn or irritable, and having an open, private conversation. Larger companies can build wellbeing initiatives into their management processes, from regular check-ins to access to counselling or stress assessments.

Using tools like Fieldmotion, managers can log welfare conversations confidentially, flag recurring issues, and ensure actions are followed up. These small, structured steps help turn good intentions into real wellbeing support — strengthening both morale and compliance.

Building Respectful Teams and Preventing Harassment, Bullying, and Discrimination

Healthy working relationships are the backbone of any pest control business. Teams often spend long hours together in vans, on-site, or in customers’ properties, so professionalism and mutual respect are non-negotiable. But as Hema Mistry pointed out during the BPCA webinar, “You’re not going to get on with everybody. That’s a given. However, just remember, you’re here to do a job, and let’s make the best of what we can.”

While friction between colleagues is normal, it becomes a legal and moral issue when it crosses into bullying or harassment. “Bullying, harassment — absolute no-no,” Hema said plainly. “But those kinds of things do happen. It’s for us as employers and line managers to actually manage that.”

Setting clear expectations

The first step in creating a respectful culture is clarity. Every pest control business, regardless of size, should have clear policies that define unacceptable behaviour and outline the steps for reporting concerns. These policies shouldn’t sit forgotten in a drawer or folder; they should be actively discussed during inductions, team meetings, and toolbox talks.

Encourage technicians and admin staff to raise issues early, before they escalate. In a small business, the employer or senior manager often becomes the first point of contact, so being approachable is key. Make it clear that complaints will be handled sensitively and fairly, without retaliation.

Regular reminders — for example, through digital staff handbooks or safety briefings — help keep awareness alive. If you use software like Fieldmotion to manage team communications or HR documents, you can store these policies centrally, ensuring every team member knows where to find them.

Vicarious liability and employer responsibility

One of the most misunderstood areas of employment law is vicarious liability — the idea that employers can be held legally responsible for what their employees do in the course of their work. Hema highlighted this point: “Remember, you have a duty of care. There is a vicarious liability in all of this. The law is there to protect the individuals, but also to protect the employer as well.”

This means that if one employee harasses another, or acts in a way that breaches equality law while on duty, the employer could face claims or penalties — even if they weren’t directly involved. The best protection is prevention: regular training, open dialogue, and swift action if an issue arises.

In the pest control industry, where technicians work closely with customers and sometimes in customers’ homes, employers also share responsibility for ensuring staff behave professionally and treat clients with respect. A single incident of misconduct can damage reputation, contracts, and staff morale.

Encouraging teamwork and communication

A strong safety and wellbeing culture relies on open communication. When team members feel comfortable voicing concerns — whether about workload, behaviour, or safety — issues can be resolved quickly before they escalate.

Encourage regular catch-ups between managers and technicians. These don’t need to be formal reviews; a quick phone call or van-side conversation can be enough to check in and show that you care. Managers who listen earn more respect and cooperation in return.

Finally, remember that respect and wellbeing feed into performance. A technician who feels supported and valued will likely take greater care on-site, engage better with clients, and stay with the company longer.

Practical Steps to Strengthen Your Duty of Care

So far, we’ve looked at the principles behind duty of care — the legal frameworks, the moral obligations, and the importance of wellbeing and respect in the workplace. But for pest control employers, it’s equally important to turn those principles into practical, consistent action.

Here are some of the most effective steps Hema Mistry and the BPCA recommend, supported by best practice from across the field service sector.

1. Carry out and record regular risk assessments

Every pest control job carries potential hazards, from exposure to chemicals to working in cramped or unsanitary environments. Employers must ensure that site-specific risk assessments are completed and reviewed regularly.

Rather than relying on paper forms or memory, digitising this process ensures every technician follows the same standards and that records are always available for audits or inspections. A field management system like Fieldmotion can automatically log completed risk assessments, attach photographs, and link them to individual jobs or sites.

2. Provide appropriate and well-maintained PPE

Supplying PPE is only part of the duty; ensuring it’s fit for purpose, properly maintained, and replaced when needed is just as important. Keep track of equipment expiry dates, issue logs, and training on how to use each item.

As Hema reminded employers, PPE “is not a fashion attire” but a legal requirement. Making PPE comfortable, practical, and personalised (for example, prescription safety glasses) can also increase compliance and reduce risk.

3. Keep training up to date

Pest control techniques, products, and safety standards evolve constantly. Employers should ensure technicians have access to ongoing training — not only for technical skills but also for communication, equality, and wellbeing awareness.

Consider annual refreshers on:

• Safe use of pesticides and fumigants.

• Manual handling and working at height.

• Lone working and client interaction protocols.

• Mental health awareness and stress management.

Digital systems can make this easier by tracking who’s completed what, sending automatic reminders when certificates are due, and storing all documentation securely.

4. Maintain transparent communication

Duty of care thrives on openness. Whether it’s discussing safety concerns, reporting near misses, or giving feedback on workload, employees must feel confident to speak up. Regular meetings, toolbox talks, and digital feedback forms help to create this culture.

For larger pest control companies, creating structured communication channels through apps or dashboards ensures nothing is missed. For smaller firms, it’s often as simple as building trust through regular one-to-one chats.

5. Plan for absence and welfare proactively

Absence, injury, and stress are part of working life, but how employers respond makes all the difference. Plan ahead by:

• Recording sickness and leave patterns to identify trends.

• Providing clear procedures for notifying absences.

• Keeping supportive contact during long-term leave.

• Offering flexible options for phased returns to work.

Each of these steps reinforces your ongoing duty of care and shows employees that their wellbeing truly matters.

Duty of Care as a Cornerstone of Professional Pest Control

The BPCA and Quest HR’s message is clear — duty of care isn’t a bureaucratic hurdle; it’s a core part of good management. As Hema Mistry summarised, “We have a legal and a moral responsibility to ensure the safety and the wellbeing of our employees as well as others.”

For pest control businesses, this means recognising that your people are your greatest asset. Protecting them protects your clients, your reputation, and your long-term success. When employees feel respected and supported, they work more safely, serve customers better, and stay longer.

By combining strong policies with practical tools — such as digital job forms, safety checks, and wellbeing logs — you can make compliance a natural part of daily operations. It’s about embedding care, not just enforcing rules.

In short: a company that gets duty of care right doesn’t just meet its legal obligations; it creates a culture where people want to work.

Managing HR and safety responsibilities manually can be challenging, especially for busy pest control companies with staff out in the field every day. Fieldmotion’s all-in-one workflow platform helps businesses:

• Complete and store digital risk assessments.

• Track PPE issue and maintenance records.

• Manage staff training and certification renewals.

• Record absence and return-to-work processes.

• Keep transparent communication logs for wellbeing and performance.

With everything in one place, you can demonstrate compliance, strengthen your team culture, and focus on what matters — protecting people, clients, and the environment.