Dear [Customer Name],

Thank you for raising your repair request and for choosing PlusHeat as your service provider.

We have reviewed your request for pest control. Under the PlusHeat Terms and Conditions, pest control cover is limited to visible infestations inside the main residential property relating to:

• Rats and mice

• Wasps and hornets’ nests

Cover applies only where the infestation or nest is clearly visible and located internally within the home.

Unfortunately, your reported issue does not fall within this remit. Pest issues that are:

• Located outside or external to the property

• Related to pests other than rats, mice, wasps, or hornets

• Preventative pest proofing work

• Non-visible infestations

are not covered under your current plan. In such cases, responsibility would usually fall to local animal control or a specialist pest control provider.

Although this matter is outside the scope of your cover, we can still support you with the following options:

1. Out-of-plan attendance: We can arrange an engineer visit at a fixed charge of £129 for the first hour. Any further labour or parts required would be chargeable.

2. Third-party pest specialist: You may wish to contact a local pest control company or your local authority for assistance.

3. Bee-related concerns: If the issue relates to bees, guidance can be obtained from the British Beekeepers Association at
   https://www.bbka.org.uk
   .

We understand this may not be the outcome you were expecting and appreciate your understanding. We remain committed to supporting you wherever possible.

If you would like to discuss your options, please contact us:

Kind regards,
PlusHeat Support Team