When 95 year old Eddie and his wife, 92 year old Olive discovered an underground water leak beneath their Utility Room of their bungalow, they had no idea of the disruption it would cause, or the extensive repairs that would follow. What began as a concealed escape of water soon spread, affecting multiple areas of their home and requiring a detailed reinstatement process. George Masterton of Aspray Peterborough was appointed to manage the claim and carry out the necessary works, ensuring the couple felt supported and informed from start to finish.
Water Damage Spreads Beyond the Utility Room
Although the leak originated in the Utility Room, the water had travelled beyond this point, impacting the main bathroom and hallway. The Utility Room required a full strip-out followed by a professional drying programme. The moisture damage in the bathroom meant that both the floor and walls needed to be retiled, and the room was reinstated with a new bathroom suite to bring it back to its pre-loss condition.
In the hallway, the flooring and carpets had been affected and needed replacing. Throughout the reinstatement process, the team worked closely with the appointed Loss Adjusters to ensure the claim progressed smoothly and the scope of works fully reflected what was needed to restore the home.
The Importance of Home Comforts
Despite the extent of the works, Eddie and Olive chose to remain in their property. Thankfully, they had access to a separate living space and bathroom, which allowed them to continue living comfortably at home while the repairs were underway. The full reinstatement took eight weeks on site, running from late July into the autumn, and involved a coordinated schedule of strip-out, drying, and specialist finishing work.
Supporting Eddie and Olive throughout the process was a key priority. Because they preferred non-digital communication, the team made sure all contractors attending the property were briefed beforehand so that communication was consistent and clear. The Loss Assessor visited weekly to provide reassurance and maintain transparency, and regular evening phone calls were arranged to recap the progress made each week and explain what would be happening next. These extra steps ensured that Eddie and Olive felt informed and comfortable at every stage of the reinstatement.
A Proud Moment for Aspray Peterborough
“Excellent. We could not fault the service,” Eddie shared when reflecting on the project. “I am 95 and my wife is 92, and everyone was so considerate and caring. We can’t get over how great everyone has been.”
Their words speak not only to the quality of the reinstatement but to the compassion and care shown by every person involved in the project, from contractors to the Aspray Peterborough team managing the claim.
Reflecting on the claim, George Masterton said: “We would like to extend our heartfelt thanks to Eddie and Olive for choosing us to assist with their insurance claim management. It has been a genuine pleasure to work with them and help create safe, comfortable, and beautiful spaces in their home. We truly value the relationship we’ve built and are proud to have played a part in reinstating their property.”
