Six steps, and none of them are a surprise.
Restoration goes wrong when nobody tells you what's happening. This is the whole sequence, written down, so you can hold us to it.
Call
You reach us directly, any hour, and tell us what's happening. We ask a few questions to understand the situation before anyone gets in a truck.
Assess
We inspect the property in person, including the areas beyond the visible damage, to understand the actual scope.
Diagnose
We identify the source, the extent and the risks, and explain all three to you in language you can repeat to somebody else.
Treat
We stop the damage spreading and begin the appropriate work: extraction, containment, cleaning or stabilisation.
Restore
Affected materials and structures are cleaned, repaired or rebuilt to bring the property back to a safe, functional condition.
Walk through
We walk the property with you to confirm the work is actually finished and answer whatever is still open.
What to expect
Five things we commit to on every job.
- A real person answers when you call, 24 hours a day.
- We explain what we find in plain language, not jargon.
- You know the scope of work, and the number, before it begins.
- We document the process for your records and your insurer.
- A final walkthrough confirms the work is actually done.
Why the diagnosis comes first.
A cleanup crew removes what's visible and leaves. A restoration team finds out why it was there. Those produce very different bills six months later.
Most of the jobs we get called back to fix were treated once already, by someone who addressed the symptom. The stain got painted. The carpet got dried. The mold got wiped. None of that touches a failed shower pan or a supply line weeping behind a cabinet, so the problem comes back, and by then it’s bigger.
That’s the whole argument for assessing before treating. It costs a couple of hours at the start and it’s the difference between a job that’s finished and a job that’s paused.
Know what to expect. Then call.
Questions about the process before you're in an emergency? We're glad to answer them.