Aspray Dorchester Escape of Water Claim: The Importance of a Proper Scope of Works
The property was tenanted at the time of the incident, but while the tenants were away, the header tank split and water ran through the bungalow for three days. The damage was extensive, with part of the living room ceiling collapsing and water damage affecting every room in the property.
For any landlord or policyholder, this type of claim can feel difficult from the start. There is the shock of the damage itself, the pressure of dealing with insurers, and the practical issue of getting the property dry, safe and ready for reinstatement.
The insurance company appointed an in-house loss adjuster and associated companies to inspect the damage. Needing a second opinion, the policyholder called Aspray Dorchester, as the settlement amount quoted by the insurance company did not seem to reflect the amount of damage the policyholder had seen.
Following Aspray’s initial survey, it became clear that much of the damage had been missed. A drying certificate was also issued despite the property still showing clear signs that it was not fully dry.
This created a major concern for the policyholder. If a property is signed off too early, or if the scope of works does not reflect the full extent of the damage, the reinstatement may not properly return the property to its pre-loss condition.
At this stage, the policyholder was facing an incomplete picture of the claim, with uncertainty over what work would be agreed and how the property would be restored.
Aspray acted as the policyholder’s dedicated claims management point throughout the process.
This meant the policyholder had one team helping to review the damage, challenge the incomplete scope of works, communicate with the insurer’s representatives, and push for a fair outcome based on the actual repairs required.
The focus was on getting the scope right. This was not about improving the property beyond its insured condition. It was about making sure the strip-out, drying and reinstatement works reflected the damage caused by the escape of water.
Aspray supported the reinstatement process, liaised with the insurer, carried out the required works, and helped the policyholder make practical decisions as the property was repaired.
Having a dedicated claims management point helped reduce the pressure on the policyholder. Rather than trying to manage technical reports, drying queries, insurer communications and contractor scheduling alone, they had support through each stage of the claim.
A fair settlement was agreed for the required strip-out, drying and reinstatement works.
Once the reinstatement costs were agreed by the loss adjuster, contractors were scheduled, the works were completed, and the property was returned to the policyholder within seven weeks.
The completed works included internal and external repairs, new internal doors, a new shower and bathroom, new carpets and flooring throughout the property, and work to the driveway where required as part of the reinstatement.
Before & After
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Client testimonial
“I recently had a three-bedroom bungalow in Verwood, Dorset refurbished by Aspray Ltd. I received excellent service throughout the whole process, from agreeing the extent of the flood damage with the insurance company through to the full refurbishment of the property.
This included both internal and external works, new internal doors, a new shower and bathroom, new carpets and flooring throughout the property, and work to the driveway.
Ed Jackson has been brilliant. He liaised with the insurance company, with assistance from Anthony at Head Office, carried out the works, and helped with some of the new design choices within the property.”
Why this case matters
Escape of water claims can be stressful, especially when the damage is widespread and the first assessment does not capture the full picture.
A clear and accurate scope of works is essential. It helps make sure the property is properly dried, the damage is fully assessed, and the reinstatement works are agreed before repairs begin.
This case shows how a dedicated claims management service can help policyholders feel supported, reduce confusion, and keep the claim moving towards a fair result.
