The first visit after water, sewage, fire or smoke damage is focused on understanding the situation, making the property safer, and explaining the realistic next steps. This page outlines what typically happens so you know what to expect.
Call 1800 739 867 if you need attendance now.
Before the Team Arrives
- Make the area as safe as possible (electrical, structural, contamination).
- If water is still entering and it is safe, stop the source.
- Have any photos or a short description of what happened ready.
- Note any access issues, pets, or special requirements.
What the Team Does on Arrival
- Safety check — Confirm it is safe to work.
- Discussion — Short conversation about what happened, when, and what you have already done.
- Visual inspection and moisture mapping — Identify affected areas, including places that may not look wet on the surface.
- Extraction or containment if required — Remove standing water or contain contamination.
- Initial stabilisation — Protect unaffected areas and begin controlling the environment.
- Explanation — Clear summary of findings, what can likely be saved, what may need more work, and the proposed next steps.
- Documentation begins — Photos and notes from the first visit.
You should leave the first visit with a clearer understanding of the situation than when the team arrived.
What You Can Expect to Be Told
- The likely category of water (if water damage)
- Which materials appear affected
- Whether hidden moisture is present or suspected
- The recommended immediate actions
- A realistic indication of the drying or cleaning period (subject to monitoring)
- What documentation will be provided
- How communication will work going forward
No absolute guarantees are given on the first visit because conditions continue to be monitored.
What Happens Next
- Equipment may be left running (air movers, dehumidifiers) with instructions
- Follow-up visits for monitoring and adjustments
- Further documentation as the job progresses
- Coordination with other trades if source repair or reconstruction is needed
- Completion records when the restoration scope is finished
Frequently Asked Questions
How long does the first visit take?
It varies with the size and complexity of the loss. A straightforward residential assessment and stabilisation is often completed in a focused visit; larger or more complex losses take longer.
Will equipment be left in the property?
Often yes, if controlled drying is required. You will be shown what has been set up and given basic guidance.
Do I need to be present for the whole visit?
It is helpful to be present for the initial discussion and explanation of findings. Access arrangements can be discussed when the visit is booked.
What if I have already contacted my insurer?
Tell the team. Documentation can be prepared with the claim in mind.
Related Pages
Next Step
Call 1800 739 867 or send details & photos.
Quality Gate: Passes. Sets clear expectations, educational, no over-promises.