What does a restoration company do?

The job in one sentence

When something sudden damages a building, a restoration company makes it safe, stops the damage spreading, cleans and dries what can be saved, removes what cannot, and puts the building back together.

The trade is sometimes called disaster restoration, damage restoration, or mitigation and reconstruction.

What restoration companies handle

Water damage. Burst pipes, appliance leaks, roof leaks and flooded basements. Extraction of standing water, drying of walls, floors and framing with dehumidifiers and air movers, and moisture monitoring until the structure is dry.

Sewage backups. Removal of contaminated water and materials, cleaning, disinfection and drying.

Fire and smoke damage. Securing the building, removing burned materials, cleaning soot from the structure and contents, and removing smoke odour.

Mold. Finding the moisture source, isolating the work area, removing affected materials and cleaning what remains.

Storm damage. Tarping roofs, boarding openings, dealing with water that got in, and repairing the structure.

Asbestos. Some restoration companies also carry out asbestos abatement, which damage repairs in older buildings often require.

Contents. Packing, inventory, cleaning and storage of belongings.

Reconstruction. Rebuilding what was removed or destroyed.

Not every company does all of these. Ask.

Two phases

Mitigation

The emergency phase. Its purpose is to stop the loss getting bigger.

• Make the area safe
• Stop the source, with a plumber or roofer where needed
• Extract water or remove debris
• Remove materials that cannot be saved
• Set up drying or begin cleaning
• Secure the building
• Document everything

This starts within hours and typically lasts days.

Reconstruction

Putting the building back: insulation, drywall, flooring, cabinets, trim, paint and the electrical, plumbing and heating work that goes with them. This takes weeks to months.

How a restoration company differs from other trades

From a plumber. A plumber fixes the pipe. A restoration company deals with what the water did. You often need both, in that order.

From a general contractor or renovator. A renovator builds and improves. A restoration company is equipped and trained for the emergency work first: drying to a measured standard, handling contaminated water, cleaning soot, containing mold. It also documents the loss in the way insurers require. Many do the rebuild as well.

From a cleaning company. Cleaners clean surfaces. Restoration deals with what is inside walls, under floors and in the air, and with materials that have to be removed.

From an insurance adjuster. The adjuster decides what the policy covers and how much is paid. The restoration company does the physical work and supplies the evidence the adjuster relies on.

From a home inspector or environmental consultant. They assess and report. They do not do the repair. For mold and asbestos, an independent consultant is sometimes used to define the work and confirm that it was done properly.

Restoration and renovation

Restoration returns a property to its pre-loss condition. Renovation changes or improves it. The difference matters for insurance: a policy pays to restore what was there. If you take the opportunity to upgrade during the rebuild, the extra is yours to pay.

The equipment

• Truck-mounted and portable water extractors
• Commercial dehumidifiers and air movers
• Moisture meters and thermal imaging cameras
• HEPA-filtered air scrubbers and vacuums
• Containment materials for isolating work areas
• Deodorising equipment for smoke
• Specialised cleaning systems for contents

The meters matter as much as the machines. A structure is dry when readings say so.

Training and standards

There is no single licence for restoration work in Ontario. The industry’s standards are published by the Institute of Inspection Cleaning and Restoration Certification (IICRC), which also certifies firms and technicians in water damage, fire and smoke, and mold work. Asbestos work is governed by Ontario Regulation 278/05. Electrical and gas work within a restoration job must be done by licensed trades.

Working with insurance

Most restoration work follows an insured loss. A restoration company typically:

• Documents the cause and extent with photographs, readings and notes
• Prepares an estimate in the format insurers use
• Agrees the scope of work with the adjuster
• Bills the insurer directly, with your authorisation, leaving you to pay the deductible

You are generally entitled to choose your own contractor. See insurer’s preferred contractor or your own.

Restoration companies also work on losses with no insurance involved, for a quoted price.

When you need one

• Water has soaked into walls, floors or ceilings, not just sat on a hard surface
• Any sewage backup beyond a small spill on bare concrete
• After any fire, including a small one that left smoke through the house
• Mold over more than a small area, returning mold, or mold inside walls
• Storm damage that has opened the building to the weather
• A leak discovered late, with staining, swelling or a musty smell

When you may not

• A small spill of clean water on a hard floor, wiped up at once
• A small patch of surface mold on tile or a window frame
• A minor leak caught immediately, with nothing absorbed

If you are unsure, a moisture reading settles it.

What to expect on the first visit

1. A walk-through and safety check
2. Finding the source and extent of the damage
3. An explanation of what can be saved and what cannot
4. An authorisation for emergency work
5. Immediate steps: extraction, removal, equipment set-up or board-up
6. A plan for the following days

Choosing one

Check training, liability insurance and WSIB coverage, ask for a written scope, and be wary of pressure to sign more than an emergency authorisation. See how to choose a restoration contractor.

More: water damage restoration.