Water Damage Restoration - Failure to Dry correctly and the Implications

As professional Building or Restoration contractors working in the property damage sector, we have a duty to both ourselves and our clients, whether it's an insurer, loss adjuster, insured, or otherwise, to document factual and detailed data during and following an incident when attending a damaged site. What do we see? how did it happen? what's damaged as a result? What does the occupier state that happened? That duty includes effectively documenting and reporting on site conditions evidenced, in concise, open, honest, and transparent manner following our site attendance.

During any incident investigation, the accurate gathering and documenting of site recorded data whilst undertaking property surveys is vital. The gathered data is often relied on by claims teams, who in many cases never attend site, to review the gathered data and make decisions regarding policy response.

Clear and concise photographs, combined with a detailed explanation of the damage, how it occurred, and what the gathered data means, then reporting in a simple and precise format so that laypersons can easily understand, will give complete clarity of site conditions at the time of the initial survey, during works, and of course at the end of any restorative or repair works.

Pircsa have unfortunately been witness to the fact, that this is a step that is often missed by many in the Restoration and building industry when attending sites were damage has occurred.

Following a water loss for example, final sign off and verification of site conditions including moisture readings in dense materials such as concrete floor slabs, underlying concrete block walls, e.t.c. should be recorded and documented. Failing to do so, could be a costly error.

In order to reduce the risk of permanent damage to structural materials, and in turn, remove any potential liability against us as restoration or construction professionals. We need to confirm that the materials are in a condition which will not promote deterioration, degradation or microbial activity on completion of works at site.

"Steve stated" "International and Australian standards are there for a reason, they give a clear foundation and advice regarding the processes and procedures that should be undertaken following various types of events, which also includes methodology and target moisture levels for acceptable conditions in materials.

Irrespective of the certifications of the companies, technicians or builders carrying out works on behalf of insurers, if there is a lack of understanding of the construction of the built environment and the resultant damage, inadequate training, tools, equipment, and ultimately the self-discipline of field staff to consistently adhere to the basic principles of restoration, issues will manifest themselves at a later date.

Failing to follow defined processes can lead to complaints and problems with works completed, often these issues manifest themselves long after works have been carried out. This results in unnecessary increased costs for the property owner, the insurers and on occasion the contractor involved due to the rectification works that are required. Consultants, liability adjusters and other specialists are often called in, strip outs are conducted which are more extensive due to the increased consequential damage.

As an industry, we have the ability to reduce or eliminate the stress, inconvenience, and ultimately the increased costs to all involved, by delivering consistency in the quality and the standard of the service we are providing to our clients. We can do this by implementing processes and procedures that follow the requirements of relevant standards, train and mentor field staff to those processes, and then self-audit our businesses for compliance with those standard processes.

Steve closed in saying "I see and have seen the consequences of this sort of thing way too often, the impact at times is heartbreaking. As a professional Restorer and Consultant, the thing that frustrates me more than anything is, that this is easily avoidable and in my opinion, there is an urgent need for us all as an industry to raise the standard and the quality of what is being produced at the coal face. When issues arise, many bury their heads in the sand and fail to take accountability for their actions or lack of actions when dealing with a damage event. Blame is often deflected in the hope of limiting liability for the consequential damage that has occurred as a result of the failure to service the project properly at the time of incident.

It is understood and accepted that no one is infallible, that at times, something happens that may cause a failure in service delivery. When it does, Own it, deal with the consequences, do what needs to be done to put it right, do it quickly and efficiently and then amend or adjust your processes to limit a reoccurrence. After all, we are part of a service industry, in what can be at times a very complex and difficult environment, but the way complaints are handled are also a measure of the quality of the service we provide to our clients".

Pircsa recently received the following email testimonial from a client as a result of the detailed and comprehensive information that Pircsa Pty Ltd provided, following the manifestation of structural issues at the dwelling, as a consequence of an aged water damage loss that was incorrectly handled by multiple restoration contractors appointed by the insurer.

"Steve's comprehensive knowledge of loss and damage mitigation and restoration, together with the ability to report his methodical process based on data, facts and robust scientific process allowed us to present a comprehensive report and validated argument to the Australian Financial Complaints Authority (AFCA) in dispute of an insurance determination.

Steve was able to explain the correct processes backed up with data and years of both domestic and international experience to allow us to mount our argument against incomplete reporting and flawed process by other restorers employed by our insurer.  

Steve showed integrity, compassion and a determination to find the find facts and apply his vast experience in the interpretation and explanation of these facts. Steve is fully cognisant of the relevant Australian Standards and regularly keeps updated and informed of the improvements and current thinking in the industry, a sign of true professionalism. I can highly recommend Steve and PIRCSA."

Regards and Thanks

Jeff Monro BHsc (PARA), Dip Log Man