What to do in the first 24 hours after property damage

Make the property safe first

Before anything else, deal with hazards: standing water near electrical outlets or panels, structural damage, gas odours, and smoke residues. If there is any doubt about structural or electrical safety, stay out and call the relevant utility or emergency service.

Stop the source if you safely can

Shut off the water supply, cover a breached roof, or board an opening only if it is safe to do so. Most policies expect the property owner to take reasonable steps to prevent further damage, and most restoration companies offer emergency board-up or water extraction for exactly this reason.

Document before anything is moved

Photograph and video every affected room, including ceilings, floors, and the contents inside cabinets and closets. Keep damaged items until an adjuster has seen them or has told you in writing that you may dispose of them.

• Wide shots of each affected room, then close-ups of damage
• Photographs of the source (burst pipe, roof breach, appliance)
• Serial numbers and model plates for damaged appliances
• Receipts for any emergency spend

Notify your insurer, then arrange mitigation

Report the loss and record the claim number and the adjuster's contact details. You are generally entitled to choose your own restoration contractor; a referral from an insurer is a suggestion, not a requirement.

Arrange mitigation early. Drying equipment placed on day one usually reduces both the cost and the amount of material that has to be removed.