Case Study – ServiceMaster Restore – Emergency Response to Water Main Burst Impacting Residential Property

burst-water-main-remediation

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:

    • 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:

    • 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:

    • 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.