A boiler leak causing a ceiling to sag

What happened

A boiler leak caused damage to a semi-detached home during the Easter weekend. The initial leak was repaired however, the water had caused extensive damage to the kitchen ceiling below, which had started to sag and needed to be repaired.

The property was occupied by an elderly couple, one of whom had a heart condition, and who were both self-isolating due to the COVID-19 pandemic.

What we did

We quickly appointed our expert contractor to attend the property, inspect the damage and check the leak. Before the visit, we provided the customer with information on what safety precautions we would be undertaking so they knew exactly what to expect.

The site visits included the organisation and completion of all work on site and management of all of the asbestos-affected materials. We arranged this in such a way that the customers could remain living in their home during the repairs.

The result

As the customers were able to remain at home disruption was kept to a minimum and they could continue to isolate safely. Additionally, the cost of alternative accommodation was avoided which would have been in the region of £2,000. All of the work was completed within four weeks.

We received the following feedback:

“I am writing to express my thanks with the way you have dealt with the claim and the re-assurance that despite the current COVID-19 situation, that everything would be sorted efficiently. As you can imagine, once the ceiling started to fall, we were rather bewildered as to what would happen next. The speed you dealt with everything was incredible. Chris from Harcross sorted everything out up to and including arranging the decorators and carpets with as little disruption as possible. Please pass on my thanks to them especially the decorator, a very pleasant man who worked long hours to get the job done. You often hear and read comments about insurance companies and problems people have but I can honestly say that you and Saga have treated the whole situation with kindness and respect during these difficult times, and we have no hesitation recommending you to our friends. Thank you.”

Customer