Complaint Investigation Report

Allegation #1: Staff are not properly addressing pest infestation in the facility.

The complaint states that the staff are not adequately addressing the pest infestation in the facility. It has been reported that Resident #1 (R1) is facing a vermin infestation in their room. Despite multiple attempts to contact the person responsible for resolving the issue, (R1) has been unable to obtain assistance. Additionally, (R1) must deal with exterminating various small and large bugs daily and have experienced pest bites. No further details regarding this matter have been provided.

On August 22, 2025, between 09:05 AM and 11:09 AM, the Department interviewed staff members identified as Staff #1 through Staff #6 (S1-S6). Six (6) out of the six (6) staff members expressed that they could not support this claim. (S1-S2) emphasizes its commitment to ensuring the safety and well-being of residents by implementing effective, environmentally friendly pest management measures. The facility has an active service agreement with a reputable pest control company that performs weekly pest control services. (S2) stated that these scheduled services treat ten rooms and common areas each week. (S1-S2) reported that (R1's) room was serviced, with treatments conducted on June 20, 2025, and August 19, 2025, along with adjacent rooms on the same floor. (S1-S6) noted that (R1) has not recently informed staff about any pest issues and prohibits them from entering (R1's) room for cleaning and care assistant services.

Furthermore, all six staff members interviewed reported that (R1) has made it clear that they will not permit anyone to enter their room without their presence. They have stated that if this boundary is not respected, they will not hesitate to contact law enforcement or legal counsel to enforce their rights. This situation creates challenges for the facility in maintaining a safe and healthy environment for (R1).

On August 22, 2025, between 10:45 AM and 12:08 PM, the Department interviewed resident members identified as Resident #1 through Resident #9 (R1-R9). Seven (7) out of the nine (9) residents could not validate this allegation. Residents from (R3-R9) have stated that they have no issues or concerns as they have not encountered any pest in their rooms or common areas. Additionally, they have observed pest control professionals actively performing treatments throughout the premises, ensuring a safe and pest-free environment for everyone. (R10), identified as( R1's) roommate, declined to be interviewed.