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Pest control bill format for Communications & Media

good afternoon everybody welcome to today to the bbca webinar on writing the perfect treatment report i'm natalie bongay and i'll be said talking through the the do's and the don'ts of a good treatment report um thank you for joining me today we have already 183 of you with us um ticking up as we go so as always um you know we're really appreciative of you um supporting these webinars but also it's a really good you know indication with regards to your you know commitments keeping up to date you know this this um topic of treatment reports you know it's not overly technical in terms of you know pest species and treatments and things like that it's more about you know what you should be doing what you should be delivering what bpa expects um and it's gonna form as a reminder for you um if if anything else but i'll go into the content of the uh webinar in a moment just gonna do my normal um you know fyis for you so um actually you know what before we do housekeeping i want to mention so in march 22nd of march uh next year we've got ppc live in harrogate so hopefully um those of you that can attend um you've already registered those of you that maybe haven't registered yet um yeah pop on there and hopefully if you can make the trip up there it'd be a great event it's all on our website um that'd be great and also we have a charity of the year is dementia uk so um every year we we decide which charity we'd like to support and this year it's dementia uk um you know you should have a pop-up that will appear uh partway through the webinar or towards the end when it's finished which will take you to our um just giving page and anything you can spare would be amazing but also if you come to any of our live events and you see us there we've got a table we normally have some giveaways for you um in relation to if you can just pop a bit of donation in that charity box that'd be amazing um so yeah that's good not to talk about future webinars too much because i know you're excited about this one but just so you know my next one in september 2nd september i think it is i'm going to be talking about mouse control um and again with regards to that it's going to be focused a fair bit on you know problem solving um certainly behavioral resistance um is going to be a part of it so if you're interested in that tell your colleagues or your friends um and yeah please you know come along yourself as well um good okay so i don't want to introduction just wait for as many people as possible to come on so my housekeeping gets could be heard by everybody um cpd points being one of the main things i get the questions for later on in the webinar so um it's one cpd point as usual if you are listening to this webinar um after the event so not live you popped onto our website and downloaded the video um you still get a cpd point but you're just going to need to register it yourself if you're here live today as you know you would have put your cbd number in um and once it's finished we'll have a list of all of those that remained with us and we'll get those points added for you but remember you've got to stay with me um that's good uh again lots of you here probably been on these webinars a lot um but some of you may be new so as a reminder we have um an opportunity for you to ask questions which i can answer now i'll be doing that at the end of the presentation so anything that pops up during i'm not going to see until the end please put the questions in there as you go through as you think of them there's a possibility you've got a question that actually i'm going to answer later on in the presentation but it doesn't matter if i have already answered it i'll just state it when i get to the q and a's because i don't want you to forget i don't need to get that important question that you've got uh you know as always with these webinars and make you know the biggest effort i can to include all the things i think you want to know about and all the things that are important in terms of the topic we're discussing but there's possibly you've got a question in your mind something i haven't covered and you're like why didn't natalie come up just just ask a question okay q a box down the bottom of your screen might be at the top of your screen depending on what device but if you just hover over you should see a pop-up so q a just for questions to me about the presentation okay because there is also a chat section which i think maybe some of you are using already or you can see that cats put in some information about um the webinar today but in that chat section if you have any technical issues um or you want to share some information no marketing stuff but if you're i'm talking about a particular topic and some of you just got some general comments about it that you want to share with everybody here not just me then pop it in that um that chat section um but again if i suddenly start disappearing or you can't hear me um i've got some technical supports out there and they'll help help you through and try and give you some ideas and then final thing i've got a window open it's quite warm today so if you do hear some birds chirping in the background um hopefully it doesn't bother you but yeah if it's a massive issue and they're too loud then just just let us know and i can always pop and close that window um but i'm told that it's not so okay good i think that's it um and we're all here we've got 224 of you 25 of you so again fantastic great to see those numbers in a busy time of the year as well massive commitment so and hello to you all you in your van sat there uh with your phone props up eating your sandwiches um i'm jealous you're eating i'm gonna do that afterwards okay good um let's get started so i'm going to share my screen with you just so we can uh get started so i mentioned it briefly at the beginning um i'm sorry i'm in the way i don't see myself too much there we go um so this webinar it it it's for any it's going to be really useful for those that are new to the industry brand new or maybe been around for a little while maybe some of your employers that have taken you through treatment reports and what you do and why you do it but you just maybe wanted a little bit more information on it this is gonna be really useful to you it's gonna be lots of information um lots of different things you need to do um so yes it's really useful for you and those um i was just speaking to a good colleague friend of mine in the industry this morning um maybe you know who you are and yeah we were just talking about it doesn't matter how long you've been in the industry in terms of treatment reports we could have written you 4 000 in your time 4 million in your time but actually there might be things you're not recording there there might be things that you're not thinking about writing down and hopefully today you'll you know that will spark an interest in you and you can go and redevelop things and um you know make those those reports better so so yeah it's for everybody it's gonna be useful for everybody okay good so i think we're ready to rock and roll so just to um go over quickly what we're going to cover today again to manage your expectations um we have uh you know what a treatment report is you might think i know what one is natalie but you know just to go over it why we do a treatment report a code of best practice that bca have and go through through some of those points and then also what's the best way to do a dream report okay they're the topics we're going to cover today anything that maybe you think oh i thought natalie was going to do xyz just let me know in chat uh sorry q a's and um if i don't have time to go over it anything you ask at the end as always um i'll get back to you all afterwards okay or maybe we'll do another webinar okay so first off though we're going to do a bit of a question time a bit of a poll so all of you sat there relaxing with your arms behind your head it makes yourself comfortable we're going to pop up two questions um it's just really give me an idea and everybody hear an idea of the things that you do and you don't do so hopefully there's no issue with the um polls coming up uh yeah i can kind of see it there are we able to share that oh there we go cat thank you so do you complete a treatment report for every visit you make every visit so yes every single visit no i don't do treatment reports or most visits but not all of them so if you can select the one that's most appropriate for you um as i said there's 238 of us here so i'm just going to give you a bit of time to reach for your screens um because just it's an interesting question this one because i do talk to members quite a lot about treatment reports um as do you know um our bca assessments and it can be a variety of answers but i just want to see of you guys this is all anonymous as well so you know um no judgment or anything but just like to know um when you do that so great 81 of you yes every single visit and hopefully that includes visits that um aren't just because you put pesticide down hopefully it's regardless of what you've done even if you've just gone and done a survey um and someone's you know said to you um you know um you kind of walk away from that waiting for other visits to happen or uh your customer to accept the survey or you know hopefully you're recording that as well yeah everything you're doing you should be recording and we're going to why that's important in a moment um any one percent of you know you don't do treatment reports so great i'm glad you've logged on today you know hopefully i can convince you otherwise that you know you should be doing them and why it's important for you um whether you're a business or an employee um why you should be doing them um you know it's not just something that should be seen as a i don't have to do that hopefully you'll be excited afterwards and then 18 of you most visits but not all so yeah i do we do find that sometimes when we're talking to members they say well yeah i do a treatment report maybe the first visit in the last visit or i do a treatment report um you know only if i'm using pesticides and things like that which can be quite common so again good to see that you know most of you yep every single visit and those of you that don't or don't always do it this webinar is perfect for you so welcome to you okay last question um which we will pop up um so yeah who gets a copy of your treatment or if you have say a landline a landlord an occupier so you get called out whatever pest it is and you're doing the work in a tentative property with a tenant there but actually it's the landlord that's paying for that work okay so do you get do you have a copy for just you and the tenant do you have one for you and the landlord only and not the tenant do you do one for all of you so yourself the tenant and the landlord they'll get a copy or maybe it's just you um there might be an option on there where i haven't added maybe you say i don't give anyone anything natalie including myself um but maybe just put just me if that's the case okay so pick the one that's most relevant to you and this all reflects the things that we talk to members about quite a lot have a moment to listen to the birds i think they've stopped now actually there we go good results so what a mixture then um so the i say the correct answer this is the correct one you'll see why but um 54 of you say me the tenant and the landlord that is what bpa wants that's what bpca expects and um again i'll go into more detail with that but also protects you so that is that's 54 i'm glad most of you do that um uh some of you so me and the landlord 25 me and the 10 and 18 and then just me two percent so there's still a few of you that you know maybe don't give any paperwork um at all and i'm assuming maybe some of those it's you know even you don't have it for yourself so again hopefully this webinar will will convince you that oh i should be doing that um and then everyone else is not doing that fifty four percent of you know truth report for everybody hopefully i'll convince you otherwise okay if i don't just say no you didn't convince me i'm gonna come and see you okay um great so let's get going then that's question time done very exciting um and thank you for that information it's good for me to confirm it so what is a treatment report then of course we know what treatment report is but you know the the reports are utilized in many sectors of business including you know electrical plumbing medicine you know medicine they have to do medical reports building maintenance work you know and also as a pest professional we deliver a service so and to many different types of businesses and residents and it's really important that we record you know the good work that we do to demonstrate that we have delivered the agreed service um you know if you're doing a good job you want to better write it down somewhere and prove that you've done that and it can also be a good tool to measure performance now whether you're a sole trader or you're a manager within a business or you're a technician within a business you know treatment reports reflect on the work that an individual is doing um now it's not just the technical content i.e i've put you know baits here or i've put traps there or i've done this given this recommendation it's not just about the technical content it's about the way it's written the handwriting you know could the handwriting be a bit better because you've got to be legible hasn't it so in terms of measuring performance if you're doing reviews with um your staff or even as a technician you might sort of go back to your reports and think actually i'm going to have a look at them and just see whether or not my performance in terms of the way i'm writing reports is actually of a good standard so you know again is your handwriting clear remember someone else is reading this report it's not for you it is for you for a degree but actually it's really useful for um you know your customers and necessary for your customers so good handwriting um you know you're separating the details you can see in this treatment report example here which is available for download for bpm members it's a template we created um you know it's all sectioned out i'm not saying you have to do that you can have whatever template you want um but is it clear can you clearly see you know the risk assessment bit can you see the actions you carried out can you see is it all separated out so the customer isn't having to read a big block of text that's maybe bad handwriting trying to pick out the information that they need um so you know think about those things you can measure the performance of employees for example and discuss about okay let's you know get you some handwriting lessons maybe it's happened done that with someone before we have fun doing it as well my handwriting can be pretty poor sometimes but i've managed to make it clearer with regards to you know delivering information to people who let them read it better so there's a good thing there lots of industries do them um you know it's a good way to you know share the things that you're doing um and also it's a tool to you know measure performance that's really what a treatment report is um and you know you can do it electronical paper again this is a paper version here you can see um this example but we are utilizing electronic reporting a lot more now and you know what there's a lot more opportunity in terms of the information that you can share with customers usually you can add photographs um you can put more information in there if there's an ability to type rather than just tick boxes different systems work for different people please don't ask me what system i recommend um because i won't be able to tell you there's so many out there there's apps and there's systems and there's um things you can build and though yeah i'm not the ones who are certainly we did do an article magazine on it before again we could show you with that um but i'm not gonna tell you now which system we recommend but yeah we are seeing a lot more um but again you can also use paper there's no issue with using paper if that's your preferred method um again it's just getting getting that template right so you can share all the right information okay um i'd be interesting to hear how many of you are using electronic reporting and how many are not so um please again share that with each other in the chat section by all means um no problem at all so why do we do treatment reports then um firstly actually the main thing i'll say is why would you not do a treatment report um you know whether you're a business owner or an employee the reports that you write reflect on you as a professional pest controller you know the customer can see the actions you have taken you know remember it's you that the customer sees representing the business what you do in terms of your reporting is a direct reflection on you as a professional um as an individual i remember when i you know first started out in the industry and even when i've been in the industry for 10 12 13 years still going out about doing treatment reports you know that not only is that a reflection of me and what the information i put in there this is the quality of information i put in there as a reflection of me but that report is gonna be in a site folder or in a customer's drawer for as long as the paper exists okay they may put it in the bin at some point or do some um you know file control or whatever but that report is going to be hanging around for a long time so your customers can see it your competitors can see it um auditors can see it you know it's a reflection of you and the work you do um i've been there when i first started out it's very brief you know routine visit carried out a few words you know i'm busy i need to run off and you don't put that much information in there it's tempting to do and it's easy to forget the importance of that treatment report but you really do need to build that into your time allowance okay to be able to sit down and write a good dream report it doesn't need to be war and peace of course but um we're going to that a little bit more but it's it's professional that's the key if we want to be called professionals we need to do professional things and uh providing good documentation of the professional things you're doing is a massive part of it okay um and it protects your business so um you know this is it protects your business in many ways you know be it reputation um be it uh legal or civil issues i'm gonna go into that in a bit more now this is just a quick reflection but it protects your business in many different ways um and again i'm gonna talk about that a bit more in a moment marketing and communications again like i said that piece of paper or that electronic um copy of the report that you've emailed your customer that's going to be around for some time and it's going to be very visible to possibly a whole bunch of different types of people so you know make sure you utilize it you know get some good um branding and marketing and communications information on there um a legal requirement again legal requirement i'll go into that it certainly can be and will be and has been in the past used in courts of law and things like that um and also more importantly for you for those of you that are bpca members it is part of our criteria that you do a treatment report we have a code of best practice which i'm going to go through the most important points that we have in there and in what you need to be doing and um yeah if you're a bbc member you do need to be doing that kind of practice if after this you go and have a i'm gonna share some extra reading ideas for you but um if you do go and read our code of best practice i think well actually i haven't seen that or haven't looked at it for a while and you go through it remember that cpd as well um so you know record your cpd points on any sort of extra reading that you do relating to this webinar okay so it's one point today you might think oh one point is that it natalie but actually you may go and do some research elsewhere to find some information on the things i mentioned or cpd you just need to record it yourself okay so you'd say criteria so let's look at that in more detail um so like i mentioned i did go on a bit didn't i you all know me by now hopefully and if you don't you'll get to know me um i can go off on a tangent to get excited and professionalism is one of those areas i get very excited about because um i'm in the days you know he's here oh it's the rat lady or the bedbug lady and oh your job looks easy you know from an outside perspective they feel that you know our our industry is not necessarily seen as um you know professional it's strange that is changing that is certainly not the case anymore um but it's still hanging around a little bit but being professional you're the ones that are responsible for creating a professional image of this industry okay we can help you do that we try and you know develop standards to help you do that um but ultimately you're the ones out there delivering the service to customers and creating that impression okay so um you know the service you're providing is based on expertise it's not i'm checking a box or i'm just you know spraying a can of aerosol to kill them flies or whatever you've got expertise you know you know what you're looking for you know the biology of the pest you you know you know the legislation around the products and what you can do and can't do and keeping people safe and dealing with problems effectively you know your service is based on expertise so remember you're professional and promote your professional and do good reports that prove you're professional um you know that that's the key thing really and it provides reassurance to your customer you know we know pester problem's a real motive issue and um i get really upset i think everybody here unless you're really new to the industry everybody here has probably experienced somebody crying on the phone to them before or you know upset in a you know extreme way and that's because pests can be a motive and there's lots of fears associated with them so again you know um giving good information to customers once you've dealt with that issue that they've been so fearful of um can give them some reassurance after the event you know when you've gone and calmed down a bit they've got some information there that they can read so lots of reasons to do it but you know the the tag line is is professional um i like i mentioned about marketing communications i'm not a marketing communications expert i know cat who's supporting me at the moment and harrison they'll be like no natalie you're really not an expert in marketing communications um but uh you know certainly we can help you if you need any advice or you maybe you developed your own treatment report or electronic treatment report you think could this be a bit more eye-catching you know could i add something to it that could actually you know make my company pop a little bit more my profile um then i'm sure the marketing team would be happy to have a look at that for you um but yeah use your branding okay make sure your logos are on there make sure it's clear make sure your contact details on there it's almost like a little business card isn't it um that you have in your folder certainly if you're dealing with residential properties you know domestic customers i've got a lot of friends maybe some of them have a lot of friends who are making assumptions but you know they have people around them so if a friend comes to them got a pest issue no worries hang on a minute where's that treatment report because you know natalie's bog control or whatever give her a call she's great um so you utilize it as a marketing tool as well and of course if you're a bbc member get the bbc logo on there if you're not a bbc member you put our logo on your report we will tell you off i'll come after you yeah or i'll just say if you join us now we might let you off okay uh but no obviously if you're a beepstone member you can use the logo if not then um or join us solves a problem doesn't it um good okay so also protects your business so um you know we mentioned obviously legal requirement which kind of ties in a little bit with this but just more specifically about protecting your business civil claims um if somebody feels for example maybe you damage something heat treatment is a big one where you know maybe windows bow or they feel that you've damaged a picture frame on their wall or um you know sprayed something and stained it or you know if they feel that you've caused damage that could be a civil claim um and you know you're gonna need backup for that for you to be able to defend yourself he said she said it's not gonna necessarily work believe me they'll have all the records that they possibly can um er not necessarily a treatment report but if you've given them a treatment report and you've got a copy of it and it's got signature on there and it's got the information about you know what you've done how you've done it that you followed everything properly and actually this isn't this isn't something you can you know claim against me because look it's all written here and you've signed it you're protecting yourself okay it's you know it can always be still the issue treatment is not going to solve all problems but it's part of your protection okay and the same goes for criminal prosecution i don't know um a dog eats some poison that you have apparently put down again i've had situations or complaints about the poisoning of um of dogs through eating poison that pest controller is put down um and it's the paperwork that actually helps us help the members and say well actually what you say your dog has eaten is not what's on this treatment report and also the area on locations of where that was put is not on this treatment report and you know yourself and the you know the pest control have signed it you've acknowledged it you've said you'll keep your dogs out of the garden which you didn't um all these it's pretty important helps you protect yourself if there's any issues like that so again um utilize it in the best way that you can we'll look at the sorts of things you can put in there um reputation all the things i mentioned above really will come down to reputation but also again if you've um uh people can see the work you're doing i mean this is a good treatment report and a good tool for for me to have as a customer to be able to look back on the work you've done so good for your reputation and like i mentioned um uh you know vpca we deal with complaints or i deal with complaints um first thing i do if i get a complaint about a member is you know let's have a look at your treatment reports where's your treatment reports um and again sometimes that's where a lot of these issues can can arise when there's a complaint but there's no record of what the pest control is done it's very difficult to help defend them or improve the service you know improve the things that you maybe aren't doing we're there to help with that okay um i notice i'm going along with time here i'll have to move on a little bit quicker but i think i've got you those those areas they're really important um and moving on to the next really important bit the legal requirement that i mentioned some of you may say well what legislation says that i have to do it of course it's not a bit of legislation that says you know pest controllers shall you know write a treatment report on every visit you know we have a code that says that um but within the legal framework the best place to really look is the the posh control of substances hazardous to health 2002 regulation three um and the words that it uses so in that box you can see at the bottom all that sort of box that circle that speech bubble you know the the the term is the words that are used within that course regulation is you know so far as is reasonably practicable um you have a duty of care in respect of any other person whether they're at work or not so again your customers and people around that might be affected by your work um you have a responsibility you have a duty of care and to respect to keeping them safe to give them information um so you know you've got to supply pesticide information you know because that could affect the people around you or if you're doing something to protect the people around you write it down you know um because if you don't you're not gonna be able to protect yourself if you were to um going to qualify there's you know things like the consumer rights act as well that could be part of the legal requirement but you need to focus on the um the cost stuff you may say well if i'm just using traps and maybe i don't need to do one but that would again come down to bpay code of practice if you're a bc member and if you're not a bca member and you're not using pesticides then certainly things like the consumer rights act if someone felt that you hadn't delivered a service effectively enough and they wanted to put a civil claim in against you and say you know i paid 200 pounds for this work it hasn't been done properly i want my money back if they were to take it to a civil court you need to be able to you know um protect yourself if you haven't got that paperwork there to say i didn't do this work then you may have to provide things like refunds and fines or whatever for i don't know all the all the routes that they can go through in the courts but you know there are legal requirements okay so pesticide or not okay so going on to the bbca code of best practice um again it's there for you all to read i'm having a little review of it at the moment um i don't think there's anything majorly in there that we need to change um most of it will stay the same i just might um you know make her whether the vocabulary read better but these are all the important points that are in there so our codes of practice are not long documents they're usually a maximum of three pages and we tell you the reason we're writing that code of practice the legislation that might be associated with the topic of that code of practice and then we'll do a do's and don'ts okay it's usually a one to whatever list a numbered list um and it says very briefly these are things you must or mustn't do so one of the first one i've mentioned it already a lot of these i've probably mentioned already but again just to describe to you as a bbc remember the things you do need to adhere to um and also these codes they're they're industry codes of best practice they're not approved codes of best practice but they are industry now course of law can still use them um even if you're not a bbc a member they can still go to them and say well actually you know this is an industry standard um and these are things that should be done and it can have some influence i'm told you know i'm told by um you know consultants and um uh legal um professionals out there that they can be used so again i've gone up on a tangent there but important for you to understand that so every visit you carry out you must complete a detailed report and leave a copy of the customer okay that's our wording in the code of practice there's no there's no you know fluffing around the edges you know every visit you carry out you must complete a detailed report and leave it i'm gonna say detailed you know there's no uh measure on that you make a judgment on it but you think about the things that you've done and go okay the customer needs to know about this the thing you may talk to them about about what you've done speechly verbally you're talking to them as well you're not just shoving the report in their hands and doing a runner um if you're talking to them about it as well you get it written down you know duplicate that so you've got that evidence um because again he said she said it's not necessarily going to work so every busy must do one um if you have multiple customers so like we've done in the poll at the beginning tenant or landlord you must ensure that the occupier of the premises have details on the actions taken and pesticides used now you'll notice that we say the tenant the occupier of that property now whether you give your um uh you know the paying customer one or not is up to you now we do obviously recommend that um and you will i'm sure they'll want one um but in terms of the the safety side of things the legal requirements side of things you know the person that's in that property the person that's been directly affected those other people that the cross regulations mention will be that person in that property not your landlord your animal's not there the london's not necessarily been affected by it he or she does still need to know not your landlord sorry the properties landlord they still need to know what's happened but the real important one is for that tenant there because whether it's traps or whether it's a pesticide or whether um it's just monitoring you're doing or whether it's recommendations you've given um you do need to make them aware of it and i know there's going to be some questions around but like my landlord doesn't want me to um if there is that question i'll answer it um because i'm noticing again natalie's style we're we're starting to run out of time okay so um is my mouse gone okay so the next one um information on the chemicals used must be provided again active ingredients trade name quantity and the location of it okay um active ingredient being one of the most important things don't just use trade names they don't necessarily mean anything to anyone there could be different trade names or could be different active ingredients under that one trade name you know make sure you use active ingredients make sure you put the quantities and locations where it is and also add the trade name because it is useful the more information you can have on a product the better okay but as a minimum people members need to be providing this information uh so another few do's and don'ts again non-negotiable for members any recommendations for hygiene proofing housekeeping you must record on there okay again this is all about professionalism you know our bpca is all about professionalism that is our main tagline and uh recording the recommendations you're giving you know clear that mess up or fill that hole over there um you know don't do this don't do that instructions you need for your customer to follow you need to write them down okay um and they must be dated of course straightforward stuff um and again important the technician's name whoever's carrying out the work we want that on there um and the signature and also it must be legible like i mentioned handwriting is a thing i mean i think well i don't know yeah not the best handwriting in the world i think it's legible have a little test maybe uh you know again this is sort of fun stuff that i used to do and i'd write out a treatment report like a mock one was on a team meeting with the guys and girls and i'll be like right can everybody read that and i'd go around the group and you know if there was anybody that says oh actually no no i can't read that bit there or i'm not quite sure that active ingredient says then i would have to adjust the way i'm writing it take more time to write it get an electronic reporting system so that you don't have to worry about what your handwriting is like um so yeah important must be legible and you know the uh grammar used or the the language used understandable so um again of course we need to put active ingredients uh with regards to the pesticides we're using but don't use too much technical jargon on treatment reports because again there's lay people that we're we're giving these reports to so even though it's good to have that in-depth technical or um you know terms in there maybe just elaborate on them if you are tempted to use them of course things like biologist reports you're going to be very technical and that's expected um so reports must have a customer signature an electronic confirmation of some description which shows they've read and understood it i know there's problems there can be problems with it whether it was covered stuff where they didn't want to touch or sign the reports um it might be work on a very remote area where the customer is not actually on site but again technology um be it take a photograph of it with your phone and email it to them or be it um you know that's it really or if you've got an electronic system that can usually send it to them as well you've got that proof there and this is all about protecting you it really is providing the customer with information providing with a good service and protecting you and proving the work that you've done all right um a few more do's and don'ts um so we've got a couple more after this so post-treatment requirement requirements must be included within the report um so again you might say don't vacuum for four hours or two weeks or two days or whatever um um you know don't touch that thing over there don't let the dog in over there whatever you know but post treatment requirements should be um within your treatment report um warnings obviously must be discussed and recorded with your customer make sure you discuss them with them as well verbally you know the the warnings or the safety information and post treatment information it's really important that you discuss that and also record it um we'll call it down of course things like keeping out you know if you if you don't write down the safety instructions you're giving your customer and then you go away something happens you know they try and get you in trouble for it and you're like i told you not to do i told you not to eat that thing um but they did eat it you can't prove you didn't tell them not to eat it then um you're probably gonna become a cropper in court if they try to do it um hope none of these things happen to you but it can you know i'm not a glasses half empty sore person i like to you know prepare my my my life and work in in a way of okay that thing happened so i've got this report that that protects me and says i did do the things that um i tried to you know prevent okay um any relevant follow-up information of course put that on the reports your customers got expectations you know they've got them managing their expectations one of my favorite terms some of you'll be smiling to yourself and yes natalie you say that every time um but yeah customers know what they're gonna you know receive then they're happy and you want happy customers of course um some advisory bits are actually in the code um in terms of what and this is an advisory that says in there this is advisory it's not you know um necessary for every customer and you can choose when you do it but we do have some uh extra information in terms of different pests we've got leaflets you might have leaflets it's always good isn't it especially things like bed bugs um or you know fleas you know those issues that cause a lot of frustration people you've got a treatment for if you've got a nice informational leaflet on them as well that you can give to them great marketing tool and great information for the customer it makes them feel a bit more secure and extra information they can read after the events um we have these um all available for bpsa members to download so please do utilize it if you are and again if you're if you're not a member um checks are payable to natalie i think you didn't describe that but um yeah just uh join as a member you can get them or yeah it's an idea for you to maybe develop some yourself i just said further reading um again we've got a treatment report template uh we've got guidance and site folder contents it's all sort of related to treatment reports um in terms of legislation the barcelona product regulations the control of pesticide regulations these are just good things to be aware of and like i mentioned we're encouraging this further reading to encourage you to go and look at it look you know understand it and bonus you'll get some cbd points you just record it with the relevant scheme that you're with remember anything you do extra reading on and get points you just need to tell someone about it okay and of course health and safety at work at control of substances hazardous to health and animal welfare possibly as well because these are all bits of again i went into mostly the cost stuff but animal welfare if you say set some traps for you know some spring traps for a particular pest that you're dealing with and you put it in a you know a tunnel that you know prevents them from coming at it from an angle they shouldn't come at it and that's all to do with humane dispatch and so on and so forth um and someone accuses you of not doing that then you can have that treatment report that proves and records that you did take those precautions you know spring traps there within tunnel placed in a way as to not cause um any harm or inhumane um catches of the target pest you know these sorts of words it protects you you i think you know what someone tries to whether it's blame there's a claim isn't there okay good so what's the best way to do a treatment report um i mean you know there isn't one way um certainly utilizing the report as as as much as possible um is something that you're doing every day or is it an electronic system that you've invested in so utilize the blooming thing um can you do risk assessing on it that i don't remember the image at the beginning of the treatment report that bca provide members if they want it um at the top there's a little risk assessment tick box tell me a little tick box but again it demonstrates that you're doing something but if you do have any type of risk assessing be it environmental risk assessment or health and safety risk assessment i've said assessing quite a lot haven't i yeah anyway it doesn't mean anything to me anymore so if you're doing those things just make sure it's not just tick box oh yes i've considered pets and i've considered non-target animals and i've considered water courses that's great wonderful but have you met how have you mitigated those risks don't just tick that you thought about them if you're going to demonstrate that you thought about just have a little area that says what you've done you know okay yeah there's pets here this is the information i've given to the customer with regards to keeping that pet safe don't let them in that property again these are things the customer will sign you'll sign and if anything went wrong and they did let them in that area that they told you you wouldn't be in um you can say well i'm not liable okay that is an example that's happened and not too far past um and there was no treatment report to protect that pest controller and um i don't know what happened in the end but yeah i think there was some issues but anyway get it in there if you're gonna do risk assessment or environmental risk assessment just make sure you've got those mitigation measures i'm not gonna talk about environmental assessment in detail very tempting uh but there are webinars available on environmental risk assessing okay um so the best way again to do these treatment reports just make sure you have all the relevant information fields of course again if you you've got an electronic system or any other way you might think oh i've got more than that natalie wow it's brilliant but there's a minimum you know you need to have the customer information on there the dates and the times have you got survey in there again you might call it survey we might call it findings um call it whatever you want but information on i've had a look around this is what i found um and then below that this is what i'm gonna do okay so survey is just as important as actions um of course the locations you've placed anything that's gonna be dealing with the pest um in in question safety advice absolutely have these things separated out don't have it all in you know one big block of information that's you know survey and actions and safety advice and pesticide information all in one box it it's just confusing you know customers don't know what bomber die alone is necessarily or you know permethrin or deltamethrin or chemotextural or whatever they don't know what all these words mean so you separate out a box it says pesticide information and they can go directly to it oh right this is the chemical used great okay um and of course signatures at the bottom um a little bit of animation there not my fancy handy work good so just a few more slides here and then we'll get on to some questions i can see there's three in there um another important bit don't don't um overcrowd your treatment report uh i i mean it was fantastic thinking and i love the ethics and ethos behind it but you know i've been with members before and they're going alley this treatment report you know it's maybe two pages long i've got all this information in there they've got six data sheets in there they've got almost like a pack of information to give their customers and it's all kind of tied in together now i'm not saying that you shouldn't be doing that absolutely not but just remember that treatment report it's a lay person reading it um you know the more information you provide it can sometimes start slipping over that line of it being a good treatment report into a oh i don't want to read that that's too much okay so you know you want to have you want to get that sort of speed point there's no you know 100 words 50 words thousand words there's no guide we give you in terms of that you use your common sense with it but just just don't overcrowd it um and don't make it too um unappealing to actually read okay or um to take the information in properly it can be confusing for them um we're always to have help so if you're developing whether it's electronic or paper any kind of new template and you want some feedback on it we are more than happy for you to pop it over and we'll have a little look through it um that's me looking through it uh and then just say yeah great that that information is great or you don't really need that and it's taking a fair bit of space so rather than use that why don't you put this information in there okay we like to see what you guys are doing because it's interesting to us and it helps me develop things like this because you know i remember the things i've seen and yeah we can deliver the information to the wider community wider industry so as a summary then um always do a dream report i hope i convinced you you know at the beginning there um it was 81 i think said that you do one on every visit um but those that 19 that doesn't do them at all or maybe does them just um on the odd occasion hopefully i convinced you on why you should be doing it more often whether you're a bpca member or not um obviously if you are a bbc member we tell you you need to okay we we will um uh i say enforce these things we work with you to get them done but you do need to do one but even if you're not a bbc member hopefully the things we've talked about you kind of can see that what it's going to it's it's good for you as a business to do it and it protects you and it demonstrates that you're a professional you know puts you ahead of maybe your competitors as well um you know never overfill a report like i've just been talking about um you know get that sweet sweet spot really um could be some training that you can do in-house with technicians or if you're as an individual give us a call and we can talk through in a bit more detail um yeah but also never part filler treatment for because it doesn't look good i've seen those before dealing with complaints and getting copies of treatment reports where you know there's uh the dates filled in but maybe the technician's name is not filled in and you know the maybe the customer's name isn't filled in properly or um there's a section on actions taken that's been missed out you know you must have done something you know so again you know not missing out information if you're writing a treatment or make sure you got in even if it's not applicable or actually something you don't need to fill in for whatever reason you know safety advice maybe you don't have any safety advice because you've just been given verbal advice um to them just stay in there you know no safety advice required just yeah don't overfill it but don't underfill it okay it's helpful why isn't it um always leave obviously a copy with the relevant parties um you know so and it's so important mention this because it's so common where you've got three customers you've got a paying customer you've got a tenant and you've got the pest controller that tenant that tenant is always um missed out if there is someone that's missed out um you know the landlord has never missed out of course because they're the paying customer but quite often um we do see that that middle person's missed out now again if you're going to ask any questions about um what do we do if the landlord doesn't we need to give a copy we'll see won't we um but i've got 10 15 minutes left so i want to be able to get to your questions of which i can see this for um and we say as well keep records for two years um that's a that's generally um it's just a good guy to say after two years i don't think you're going to get any inquiries about work that you've done um with regards to there being a need to produce treatment reports from two years ago okay um just a guidance okay there we go good timing we've got um 10 or 15 minutes left to do some questions so i'm gonna stop sharing my screen um uh we've got 52 comments in chat hopefully we'll yeah saying nice things right you know you know it's kind of like no he's babbling on again about risk assessments and treatment reports and if you are funny it's true i do that okay so um from anonymous here would uh what more would you be expected to include as a level three technician as opposed to a level two that's an obscure question okay i wasn't expecting that one um to be honest with you nothing i mean um so if you've got a level two technician and a level three technician and they're carrying out you know a rodent job in somebody's house standard you know day-to-day call-outs that we get um you know the quality of information but should be the same in there what maybe you might be referring to is what about someone who's got level three or maybe a biologist qualification and they're doing biologist visits or technical visits or quality assurance visits yeah you will provide more information um this webinar maybe i didn't well maybe i should have mentioned that bit more clearly you know this is about um you know day-to-day pest control um front line technicians dealing with you know public health pests on a daily basis treatment reports um if you're doing biologist reports or technical reports or quality assurance reports you will give more information of course and there'll be more images there'll be more scientific names there'd be more you know um detailed advice or recommendation on uh deep cleaning type stuff or long-term things to create long-term solutions um so yeah they will be more detailed i think that's we're talking about but you know your day-to-day press management regardless of what qualification you've got you know it should still be of a similar quality okay um hi natalie uh hello andrew we report on things we have but what about things we haven't done for some reason is this something you recommend and have put into practice there's something you haven't done yet really good question um so let me think of an example if i can think of an example that's on my feet type stuff over there um so yeah if i went along to let's say um say a bedbug job i don't know and say i'm inspecting the property and uh one room particularly is really messy and i can't seem to inspect it properly and i can't do a treatment properly because of the access issues um then yeah you know i put that in the treatment report um you know something that i haven't done i haven't been able to inspect that area because i couldn't get access or if you've got you're investigating an issue with mice in a in a a building and you think i want to look in that cupboard there because i want to see whether there's any activity but you can't open that cupboard put that in your treat and rapport because again it's important you know the next time i don't know a competitor could come along or an auditor can come along and say why did the pest control are not going in that cupboard there's a problem in there it's ridiculous they're not professional clearly whereas if you've got it in your treatment report that well i did try and get in there actually it wasn't open and there was no one here to open it for me so it does protect you in that aspect so good question andrew yeah but anything that you couldn't do or didn't do or won't do for whatever reason and the whole you know possible um scenarios that we could have in pest management yeah put it your treatment report you know again you have to write war and peace um other novels available by the way um but get it in there write it down anything that you feel is valuable um so rob with things like wasp treatments is it acceptable to put links to data safety data sheets on the report or should i be giving a hard copy of this some customers may only be one time visit tonight watson as for example yeah again really good question um so information on the pesticide definitely needs to be given i will never say don't bother giving them a safety data sheet um apart from the fact that it's a very detailed i say scientific document um it's probably overkill you know it's it's about you know everything from obviously first aid measures but also to you know what the boiling point is or you know what hazard warning signs you have to carry on your vehicle if you're carrying you know over 500 there's a lot of information on there and like i mentioned before sometimes if you give too much information it's just gonna go over their head um so again if anyone's got any counteracting arguments to this um the the preferences is that on that treatment report you've got like i said active ingredient trade name quantity and location hsc number or bpr number depending on um you know whether it's which legislation it's under and you can put that registration number on the treatment report as well so they can find it um so yeah it's up to you but i think sometimes it can be too much information you're providing the customer okay uh if you have site folders on contract sites it's quite a common thing to find them in there because at least um you know you know where that information is you can direct customers to it it's not a stick in the drawer jobby just after you've done it done a what's nest hope that makes sense but there's no there's no yes if you want to give them one by all means but still make sure that's on your treatment report can we get some templates reports please yep mentioned it before we do if you're not a bpca member um then no because obviously it has our logo on there as well so you do need to be a bpa member to better don't download that so um please you know join us and we'll give you a copy uh can we access these were recordings on the bbc website later yep mentioned that beginning these uh webinars all of them are available to download after the event um okay so is it okay to do the treatment leave an info leaflet and then email a report sheet a sheet later that day really good question greg um greg so um if we're doing an assessment so for bc members we did an assessment we do require that information is left with the customer before you leave site um now you mentioned giving me a bit of a curveball there saying what about we give them a leaflet about the pesticides you could do that so another i don't want to confuse anybody here this is relevant to your question block treatments where you've got 100 flats something you've done before um you've got maybe a housing association or a private landlord that owns them all and um you're doing treatments in 50 of those flats you know filling out a full treatment report for every single one of those customers in that that block of flats it's going to be pretty onerous and almost unrealistic so you could then develop say whether it's a leaflet reg or whether it's a flashcard type thing that you can just give this is the pesticide views this is the safety information this is the contact details you want your problems um and then you know it can be like a you know a smaller not that bitter because that's rubbish and looks rubbish but you know it can be rather an a4 treatment report or electronic report full-on that you normally would use you can just develop something that's um still got that safety information you do still need to deliver it um you can give it to them going back to whether or not you can send a treatment report after you've left side for bbc members it really isn't something we feel is beneficial for anybody and um we don't specifically refer to it in our codes but if you leave that site when a you may forget you might say no no chance natalie ain't gonna forget but you may forget and then what happens you know an issue comes up and you're like oh my god i didn't see that treatment before so it's a bit risky um also something you know even if you do send it four hours later when you get home in that four hour period that you know you from when you left site when you sent the report like they need some information on that that pesticide views so it really needs to be you need to have yourself set up so that you're able to give that information straight away and again greg if this leaflet gives pesticide information safety information then yeah you know what not a problem you send them maybe other information later on case by case but just maybe have a think about all those things i just babbled on for for about three minutes um hopefully okay so there's quite a few more questions coming through um and we've got a couple of minutes left but i'm gonna run over by five minutes i think we'll allow until 13 35 if everybody's happy to stick with me um so jonathan is there a way to uh please i'm sorry is there a way to police report giving uh nine out of ten other companies haven't left any paperwork uh when there's a lot of questions in here so um so yeah i mean in terms of hsc so when do we get the hsc buy side team involved if any other company of poor practice there's a lot of questions there jonathan like oh blimey separate them out for me um i'm not sure can you reword that for me maybe and post it down the bottom i'm just not is there a way to please report giving i'm not sure what that means um and then some other comments there on hsc maybe that's a conversation we can have um but yeah certainly if there is misuse of pesticide again this is about treating reports rather than that um then obviously the hsc are the ones that are the authority of pesticides they're the ones to report it to uh so yeah sorry jonathan i i couldn't i couldn't kind of get exactly what i don't want to spend too much time with you watching me going you know reading in silence and trying to figure it out but yeah if you can reword that or give me a call afterwards um uh hannah so with data sheets could we create our own with the importa