scope:

This Work Instruction applies to the management of complaints and Legal Notices regarding the nuisance caused by pigeons on Network Rail owned structures, buildings and property. The document covers the engagement of an Independent Assessor through the National Framework call-off contract for appointing Consultant Specialists.

Purpose

The purpose of this Work Instruction is to define:

1 The procedure for managing complaints and Legal Notices concerning the nuisance caused by pigeons.

2 The roles and responsibilities of Network Rail employees in managing such complaints and Notices.

The procedure is designed to deliver an amicable, timely and cost-effective solution that satisfies all legal obligations.