Frequently Asked Questions
These answers are based on our work in Chatham-Kent and surrounding communities. They are general in nature and do not replace advice from your insurer, contractor or other professionals.
General & Emergency Questions
How fast can you get to my home?
Response time depends on where you are and what the weather and roads look like. We reach most locations in Chatham faster than outlying areas like Erieau or Bothwell. During major storms, we prioritize safety and may need to schedule work once existing clients are stable.
Do you provide 24/7 emergency service?
Yes. The phone line at 226-799-1920 is monitored for urgent water, sewage, fire and storm damage calls. In some cases we may need to give advice over the phone first if weather or safety makes immediate travel unreasonable.
Do you only work on houses, or also on small businesses?
We primarily serve residential properties and small businesses. Larger commercial or industrial projects can sometimes be handled in cooperation with other trades or contractors, depending on scope.
Water Damage & Flooding
Is every flooded basement an emergency?
Any standing water in a basement should be treated seriously. That said, the level of urgency depends on how deep the water is, whether there are electrical hazards, and whether the source is clean water, drain backup or overland flooding. We ask a few questions by phone to decide how quickly we need to attend.
How long does drying usually take?
Most significant losses in our climate take several days of active drying and monitoring. Surfaces may feel dry long before internal moisture is back to normal. That is why we rely on readings rather than guesswork.
Will all wet materials be saved?
No. Some materials – especially carpet, underpad, certain laminates and saturated drywall – are often removed. The exact decision depends on how long they were wet, the source of the water and your insurer’s position.
Mold & Humidity
Is every dark mark on a wall or ceiling mold?
Not necessarily. Staining can come from dust, past leaks or other causes. However, if there is a musty odour, flaking paint or long-term dampness, it is worth having the area checked instead of assuming it is harmless.
Do you test air for mold?
Our work focuses on building conditions: moisture behaviour, visible growth and practical remediation steps. If specialized air testing or lab analysis is required, we can discuss involving third-party professionals who focus on that kind of assessment.
Can you guarantee mold will never come back?
No one can honestly guarantee that. What we can do is address the current contamination and discuss moisture and ventilation changes that reduce the chance of future problems.
Fire & Smoke
Why does smoke affect rooms that were far from the fire?
Warm smoke travels quickly through hallways, stairwells and gaps in ceilings and walls. Forced-air systems can also move particles around the home. That is why even a small kitchen fire may leave odour in bedrooms or closets.
Can I start cleaning soot myself?
We recommend being cautious. Some cleaning attempts can set soot into surfaces and make later work more difficult. If you decide to do any initial wiping, keep it light and avoid large areas until a plan is in place.
Will all smoke smell be removed?
Most odours can be significantly reduced or eliminated when the sources are properly addressed. In some cases, heavily affected porous materials may need to be removed and replaced to achieve a satisfactory result.
Sewage & Health Concerns
Is sewage backup more dangerous than clean water?
Yes. Sewage contains bacteria, viruses and other contaminants. That is why porous materials in the affected area are often removed rather than cleaned. Extra caution is required to protect occupants and neighbouring spaces.
Can I stay in the home during sewage cleanup?
It depends on the extent of the contamination and which areas of the home are affected. Sometimes parts of the house can remain in use; in other cases, temporary relocation is more practical. We discuss these points openly once we see the site.
Insurance & Process Questions
Do you work for me or for my insurance company?
You are our client. We share documentation and information with you, and you can decide what to pass on to your insurer. We are not adjusters and we do not decide coverage.
Will my insurance cover everything?
Coverage depends on your specific policy and the cause of the loss. Many policies distinguish between sewer backup, overland water and sudden plumbing failures. Our role is to describe the conditions we see at the property so you can discuss them clearly with your adjuster.
Can you talk directly with my adjuster?
Yes. With your permission, we can share readings, photos and scope descriptions with your adjuster so they understand what work is being proposed or has been completed.
Do I have to decide everything on the first visit?
No. The first priority is safety and mitigation. Decisions about rebuild materials, finishes and some optional steps can often wait until the situation is stable and you have had time to think.
Working With Us
What information should I have ready when I call?
It helps if you can describe where the problem is, how long you think it has been happening, and whether there are any immediate safety concerns (electricity, structural movement, sewage, etc.). If you have already spoken to your insurer, letting us know what they said can also help.
Do you charge to come and look at the problem?
It depends on the nature of the call, distance and urgency. We are upfront about any inspection or service charges before attending so you can decide whether you want to proceed.
What if I am not ready to start work yet?
That is your decision. In some cases, waiting increases the risk of further damage; in others, there is time to think. Our job is to explain those trade-offs as clearly as we can so you can choose your path with open eyes.