Respecting the Details – Reinstatement for a Discerning Client.

We were recently instructed to carry out reinstatement works following an escape of water at a privately owned property. The incident occurred after the client, an elderly gentleman, accidentally left the bath running. The resulting damage brought down the ceiling in the room below, which featured built-in cupboards, parquet flooring, and vintage finishes throughout. 

 

The client was clear from the outset: he didn’t want improvements – he wanted it put back exactly as it was. He had built the cupboards himself and had no interest in modern materials or finishes. Our remit was to restore the room using like-for-like solutions wherever possible. 

 

We sourced reclaimed parquet flooring, reinstated the stipple-effect aertex ceiling, and tracked down suitable vintage-style wallpaper to match the original. The works were delivered in line with BDMA standards, coordinating multiple trades in a small space and ensuring quality reinstatement across each discipline. 

 

One particular consideration was access. The client did not want us letting ourselves in, even with permission. We had to work around his routine, knocking each morning so he could let us in personally. This required consistent planning and good housekeeping from our team to minimise disruption while maintaining momentum on the job. 

 

This project was a good example of balancing insurer requirements, policyholder expectations, and the practical realities of reinstatement. It also reinforced a simple principle we work to: it’s not just about getting the work done – it’s about how you go about it. Working with empathy, keeping communication clear, and adapting our approach to suit the client, even if that means putting our own convenience second..