In just eight years since its launch, London Network for Pest Solutions (LNPS) has established itself as a leading pest control company in London and the Home Counties, offering expert services tailored to both residential and commercial clients.
With a team boasting more than 100 years of combined experience, all staff are fully trained, certified and insured, ensuring a high standard of service.
Paul Cooper, the company’s managing director, said the business has managed to strike the difficult balance of growing and maintaining high levels of customer satisfaction. In fact, customer satisfaction scores have steadily improved as the company has grown.
Mr Cooper said: “LNPS places a strong emphasis on customer satisfaction, aiming to deliver swift and discreet solutions to pest problems. Each service is individually tailored, encompassing inspection, treatment, and prevention as standard. The company combines innovative solutions with a friendly and professional approach to guarantee effective results.
“Many companies struggle to grow and maintain customer satisfaction levels like LNPS. We have been careful to make sure we have the right levels of resources to service our customers as we expand.”
LNPS launched in 2017 with just six staff and a start-up loan of £37,500 which was repaid within six months. Core services in 2017 were pest control and pigeon proofing.
Today, supporting the core business, they include blitz cleaning, clearances and pest proofing. A major milestone was hitting £1 million turnover in January 2019.
Mr Cooper added: “Developing a strong and loyal team has been key to our growth and delivering excellent customer service. We pay above industry salaries, give birthdays off, promote from within, provide the best training, quality equipment, uniforms and vehicles.
“A key strength which has been fundamental to our growth is quickly adapting to situations and launching new services. For instance, re-training staff during the pandemic to deliver an award-winning sanitisation service. The service has remained in our armoury.”
LNPS now employs 24 staff and is on target with our portfolio growth to achieve a turnover of over £2m in 2025/26.
The company’s dedication to excellence has been acknowledged within the industry. In 2024, LNPS won the Diversity and Inclusion Award of the National Pest Awards and in 2022 was named Small Company of the Year.
To enhance customer service while fostering business growth, LNPS has implemented several strategic initiatives:
- Employee Development: Investing in ongoing training and professional development ensures that staff are equipped with the latest knowledge and skills, leading to improved service quality and customer satisfaction.
- Technological Integration: Adopting advanced pest control technologies and digital tools has streamlined operations, allowing for more efficient scheduling, real-time monitoring and prompt response to customer needs.
- Customer-Centric Approach: By focusing on understanding and addressing the specific needs of clients, LNPS has built strong, long-term relationships, resulting in high customer retention rates and positive referrals.
- Community Engagement: Participating in local business events and awards, such as the Newham Business Awards, has enhanced the company’s visibility and reputation within the community.