ServiceMaster Restore responded to extensive water damage caused by a burst pipe in the loft of a residential property. This incident led to widespread structural and content damage across every room except the conservatory, with severe damage to flooring, walls, and contents.

Key Issues and Observations

1. Structural and Content Damage:
   • All first-floor ceilings collapsed, dispersing insulation onto the floor below, with extensive mould growth throughout the property.
   • High-value contents, including traditional Indian garments and various furnishings, were impacted. Some items were deemed beyond economic repair (BER), while others required professional cleaning and restoration.
   • The property contained asbestos-risk materials in ceiling and flooring, necessitating testing before drying could commence.
2. Complex Cleaning and Drying Process:
   • Wood and parquet flooring in multiple rooms, including the conservatory, was uplifted for thorough drying.
   • Granite countertops in the kitchen required specialised handling to prevent damage, with kitchen panels affected but carcasses spared.
3. Inventory and Disposal:
   • Items BER were inventoried and safely disposed of, while restorable items were cleaned, sanitised, and stored.
   • A significant laundry effort was required, including a bulk discount applied to the extensive cleaning of traditional clothing items.

Actions Taken by ServiceMaster Restore

Comprehensive Clean-up and Inventory:

• • ServiceMaster Restore’s team created an inventory for items BER and restorable items, managing extensive waste disposal and arranging storage for valuable items.
  • The company facilitated professional laundry services, implementing a per-kg bulk pricing model and ensuring items were hermetically sealed post-cleaning.

Moisture Control and Testing:

• • High-moisture areas were professionally dried using dehumidifiers and other mitigation strategies.
  • An electrician inspected sockets to ensure they were safe for use, addressing mould and moisture-induced electrical risks.

Restoration and Return of Items:

• • • The team coordinated return and storage logistics, adding child jobs for extended storage as requested. Items were returned post-storage upon the client’s request.

Outcome and Client Satisfaction

Through detailed assessments, systematic content management, and targeted drying measures, ServiceMaster successfully restored the property and its contents to safe, dry conditions. The job was completed to specification, with no further work required. The client expressed satisfaction with the safe handling of sentimental items and the comprehensive care given to the home’s contents.

Lessons Learned

• Detailed Inventory Processes: For high-damage incidents, precise inventory and segmentation of repairable and BER items are essential for client assurance and efficient processing.
• Specialised Cleaning Coordination: ServiceMaster Restore’s collaboration with dry-cleaning services for sensitive items streamlined the restoration, especially for culturally significant clothing.

If you or someone you know has been affected by a burst water pipe in any area of the property, contact our 24/7 phone line on 0800 021 3970 or find your nearest ServiceMaster Restore locally owned and operated business here.

ServiceMaster Restore  was contracted to address substantial property damage resulting from a burst water main which flooded a privately owned domestic residence. The mains burst led to significant structural and ground issues, including a collapsed boundary wall and compromised driveway. The incident presented both safety risks and substantial property damage.

Key Issues and Observations

Structural Impact:

1. • The burst water main caused a crater on the footpath near the boundary, leading to significant sinking of the road, drive, and footings of a stone boundary wall.
   • A notable 2-inch levelling difference was observed between the driveway and the road, which raised concerns about vehicle wear and safety.

Safety Concerns:

1. • The boundary wall partially collapsed, with visible fractures and instability in the remaining structure. This posed a potential hazard to pedestrians, as the wall could fall onto the pavement without prompt action.
   • The wall movement was particularly problematic, as it lacked sufficient reinforcement due to its single-width stone construction with minimal pillars.
   • The compromised wall structure presented a hazard to anyone walking near the boundary. Immediate demolition was proposed to mitigate the risk.
   • The driveway’s uneven surface and unstable block-paving created additional safety risks, especially for an elderly resident.

Driveway and Surrounding Area Damage:

1. • Tarmac on the driveway was compromised by the water leading to further deterioration and dissatisfaction from the client.
   • Block-paved sections also showed signs of sinking, as the sand foundation had been washed away by the water burst.

How ServiceMaster Restore, Restored

1. Immediate Mitigation, Cleanup and Safety Measures Response:
   • Following an inspection of the site and risk assessment a plan of work was formulated by ServiceMaster Restore who then conducted an initial clean-up, removing sand, silt, and debris that had spread across the driveway and block-paved areas.
   • The demolition of the compromised wall sections to prevent any risk of collapse, subsequently implementing temporary safety barriers.
2. Structural Assessment and Further Recommendations:
   • It was recommended to remove damaged footings and reconstruct the wall with new foundations.
   • ServiceMaster Restore also noted the need for contractors, to address the road and curb level issue for proper vehicle access and long-term structural stability.
3. Client Communication and Final Report:
   • ServiceMaster Restore maintained transparent communication with the all relevant stakeholders, ensuring they were informed of the potential hazards and steps taken to resolve the issues.
   • The final report confirmed that all instructed & necessary tasks were completed, with no further work required by ServiceMaster Restore following the initial interventions and clean-up.

Outcome and Client Satisfaction

The client expressed concerns about ongoing issues, particularly regarding road levelling and driveway deterioration, which were outside ServiceMaster Restore’s immediate scope but documented for follow-up with the appropriate contractor and relevant stakeholders. ServiceMaster Restore’s prompt actions mitigated immediate risks, secured the property, and prevented potential injury or further property damage. The job was completed per the agreed scope, enhancing safety for the residents and the public and addressing key areas of concern.

Lessons Learned

• Thorough Site Assessments: Incidents involving large-scale water damage require comprehensive site assessments to ensure safety and stability before and after repairs.
• Collaborative Coordination: Working alongside other contractors effectively , is essential to address extensive repair needs and ensure the longevity of restoration efforts.
• Communication with Vulnerable Clients: For elderly clients, clear communication with family members and transparent updates on risks and solutions foster trust and satisfaction.

If you or someone you know has been affected by a burst water main, contact our 24/7 phone line on 0800 021 3970 or find your nearest ServiceMaster Restore locally owned and operated business here.