Immediate incident facts and safety

• Is this an active emergency requiring immediate mitigation (standing water, active leak, fire, structural damage)? Options: Yes - immediate dispatch required, Yes - urgent but can wait up to 2 hours, No - stable, schedule assessment
• Briefly describe the incident and the primary visible damage (one or two sentences).
• Which of these safety hazards are present on site? Options: No obvious hazards, Live electrical exposure, Gas odor or suspected gas leak, Structural instability or collapse risk, Visible mold or strong odor, Unsafe debris or contamination, Other (describe below)
• If you selected Other or want to add details about hazards or occupant status, please note them here.

Insurance, access, and authorization

• Do you have an insurance carrier and claim number for this loss? Options: Yes - I have carrier and claim number (I will provide it next), Yes - carrier known but no claim number yet, No - uninsured or don't know
• If available, enter carrier name and claim number (or enter 'N/A').
• Can the seller access the property to assess and perform emergency mitigation within 24 hours? Options: Yes - homeowner or authorized rep will provide access, Yes - but a lockbox/code or appointment is needed, No - access restricted (locked or occupant absent), Only with adjuster or insurer authorization

Fit, authority, and timing

• Which best describes the property type? Options: Single-family home, Multi-family residential, Light commercial (small office or retail), Heavy commercial or industrial (outside our scope)
• Who is the decision maker who can approve emergency mitigation and reconstruction? Options: Homeowner(s), Property manager or landlord, Insurance adjuster controls approvals, Other (please name below)
• What is the earliest acceptable timeframe for mitigation to begin? Options: Within 4 hours, Same day, Within 24 hours, Within 3 days, No rush - schedule assessment

Start here: a quick snapshot of your situation

• Tell me briefly when the damage occurred and how you first noticed it.
• Which part of the home was affected first, kitchen, roof, basement, or another area? Options: Kitchen, Roof, Basement, Living areas, Multiple areas, Other
• How are you living at the property right now: fully in, partially displaced, or completely out? Options: Fully in, Partially displaced, Completely displaced, Uncertain
• Is anyone currently unsafe or have emergency services been involved? Options: Yes, emergency services involved, Yes, unsafe conditions but no emergency services, No
• Do you already have temporary mitigation in place, such as tarps, pumps, or drying equipment? Options: Yes, mitigation in place, Temporary measures by homeowner, No mitigation yet, Not sure
• Please upload or describe the photos and videos you have of the damage.

How this is reshaping day-to-day life

• If this incident pushed your household to the edge, which immediate consequence would feel irrecoverable? Options: Loss of primary bedroom, No usable kitchen, Unsafe plumbing or electrical, Loss of HVAC in extreme weather, Other
• How many people depend on this home today, and who will be most affected by delays?
• Describe the emotional or financial pressures this event has created so far.
• Are there medical needs, mobility limits, or work obligations that make timing critical? Options: Yes, medical needs, Yes, work obligations, Yes, mobility or access needs, No critical constraints, Unsure
• Which rooms do you need restored first to get daily life back on track, and why? Options: Kitchen, Master bedroom/bath, Child's bedroom, Home office, Living room/common areas, Other

Hidden risks that can turn small repairs into big problems

• If a concealed issue later forced you to reopen walls, which hidden problem would be the worst surprise? Options: Extensive mold behind walls, Structural wood rot, Undetected fire damage, Plumbing or gas failures, Other
• List visible signs of damage by room, for example smoke residue, water staining, sagging, mold, or cracks.
• Give the most recent date any room was photographed or moisture-mapped.
• Are there contents or heirlooms that require special handling or off-site cleaning? Options: Yes, irreplaceable items, Yes, items needing pack-out cleaning, No special contents, Unsure
• Is any area currently off-limits because of standing water, unstable floors, or live utilities? Options: Yes, multiple areas, Yes, one area, No, all areas accessible, Not sure
• Would finding asbestos, lead paint, or other regulated material pause all work until testing and abatement are completed? Options: Yes, must pause, No, can proceed with containment, Depends on test results, Unsure

Insurance and claims reality

• Imagine an adjuster reduces coverage on a major repair, which cost would you be least able to cover personally? Options: Structural repairs, Major mechanical systems, Cabinetry and finishes, Content replacement, Other
• Who is your insurance carrier, and do you have the claim number and adjuster contact available? Options: I have carrier and claim info, I have carrier only, I do not have claim details yet
• When was the claim reported to your carrier?
• Do you know your deductible amount and whether it applies per occurrence or per policy term? Options: Yes, deductible amount known, No, unsure of deductible, I need help confirming
• Have you filed similar claims in the last five years that might affect this claim? Options: Yes, multiple, Yes, one, No prior claims, Unsure
• Can your adjuster meet on site or review the scope within 48 hours? Options: Yes, confirmed, Yes, likely, No, not available, Not assigned an adjuster yet

Who else matters besides you

• Who besides you must approve repairs, and who typically speaks for the household when things are stressful? Options: Co-owner or spouse, Mortgagee/lender, HOA or property manager, Legal representative, No one else
• List any third-party stakeholders we should notify, such as a mortgagee, property manager, HOA, landlord, or attorney.
• Will anyone else need copies of estimates, photos, or progress updates before they sign off? Options: Yes, mortgagee/lender, Yes, HOA or manager, Yes, family member, No
• Describe how reachable decision makers are during work hours and evenings. Options: Easily reachable daytime and evening, Reachable only daytime, Reachable only evenings, Often hard to reach
• Could any person, such as a co-owner or lienholder, legally block the project? Options: Yes, No, Unsure

Logistics: can crews get in and get to work?

• Imagine crews arrive on the first available day, what single access or safety issue would stop work immediately? Options: No secure entry, Unsafe structure, Blocked utilities, Pet or occupant safety issues, Other
• Tell me the hours and days that are off-limits because of pets, children, or sensitive schedules.
• Please describe parking, loading, and dumpster space at the property.
• Name any HOA rules, city noise restrictions, or permit timelines that affect on-site work.
• Picking a practical start, how soon could crews begin: today, within 48 hours, 3 to 7 days, or later? Options: Today, Within 48 hours, 3 to 7 days, More than a week, Not sure

The other paths you might take

• Say you did nothing different and stayed with your current contractor or plan, what condition would have to hold for you to feel that was the right choice?
• Share the options you are weighing: another contractor, an insurer-recommended vendor, self-repair, or waiting. Options: Another contractor, Insurer-recommended vendor, Self-repair, Wait and reassess, Unsure
• Name any referrals or incumbent providers you have spoken to.
• Has anyone in your household proposed handling repairs without an outside contractor? Options: Yes, planning DIY, No, not an option, Discussing hybrid approach, Unsure
• Select the option you are most likely to choose right now. Options: Proceed with this seller, Another contractor, Insurer-preferred vendor, DIY or partial DIY, Delay decision

Operational readiness and constraints that can stop work

• Identify the single permit, test, or approval that would stop work until it is obtained. Options: Building permit, Asbestos/lead test, Lender approval, HOA sign-off, None
• Provide a short list of tests or inspections that may be required at this property, such as asbestos, lead, mold, or structural review.
• Confirm who has authority to sign work authorizations and whether they can be available within 72 hours. Options: Primary owner can sign, Co-owner required, Mortgagee or manager required, Not available within 72 hours, Unsure
• Estimate whether on-site utilities can be safely shut off for repair work, yes, no, or unsure. Options: Yes, can be shut off, No, cannot be shut off, Unsure
• Can you name a person who will be responsible for resolving any constraint that pauses the project?

Defining success and your move-in timeline

• What single result will make you declare this restoration a complete success and move back in without hesitation?
• Indicate your target move-in timeline: immediately, within 2 weeks, 2 to 6 weeks, 6 to 12 weeks, or longer. Options: Immediately, Within 2 weeks, 2 to 6 weeks, 6 to 12 weeks, Longer than 12 weeks, Unsure
• State which rooms must be finished before you consider the job complete. Options: Kitchen, Master bedroom/bath, Child's bedroom, Home office, Living areas, Whole house
• Explain any finish quality, cleaning, or warranty expectations you need included.
• Outline a fallback plan you would accept if the project cannot meet your move-in date.

Ready to move forward?

• Assuming the estimate aligns with your expectations, what would make you sign the work authorization today?
• Select your preferred next step: schedule an on-site estimate, receive a line-item scope by email, speak with an insurance liaison, or pause. Options: Schedule on-site estimate, Receive line-item scope by email, Speak with insurance liaison, Pause decision
• Provide your preferred method and times for communication during the project. Options: Phone call, Text message, Email, Platform messages only, Other
• Flag any payment, financing, or approval requirements that would affect authorization.
• Confirm whether you have the legal authority to sign for this property today. Options: Yes, No, co-owner required, No, lender or manager required, Unsure

• Restoration Plan Walkthrough

• Confirm the current state and its cost
• You confirm the presented mitigation and reconstruction sequence addresses the risks you described.
• Deliver a homeowner-specific restoration plan with line-item milestones, an estimated timeline, and expected adjuster touchpoints within 48 hours.
• You agree that the proposed timeline meets your move-in target or clearly identifies blockers that must be resolved.
• Walk through the mitigation approach in your home
• Confirm your desired move-in date and any immovable scheduling constraints.
• Provide insurer claim contact information and permission to coordinate directly with the adjuster.
• You confirm the insurance coordination approach will reduce the risk of unexpected out-of-pocket costs.
• Review the reconstruction sequence and expected timeline
• Explain insurance coordination and adjuster checkpoints
• You accept the warranty coverage and verification process as sufficient to protect against hidden defects and rework.
• Schedule the follow-up authorization meeting to finalize scope and sign work authorization.
• Detail warranty coverage and verification criteria
• Validate plan alignment

• Restoration Plan Walkthrough
• Restoration Plan Walkthrough Deck
• Restoration Plan Solution Brief

• meeting
• slides
• document

• 24-Hour Emergency Mitigation Dispatch
• Water Extraction and Standing Water Removal
• Structural Drying and Dehumidification
• Smoke, Soot, and Odor Removal
• Mold Remediation and Antimicrobial Treatment
• Controlled Demolition and Debris Removal
• Content Pack-Out, Cleaning, and Secure Storage
• Damage Documentation with Photos and Moisture Mapping
• Insurance Scope Preparation with Line-Item Estimating
• Insurance Claims Coordination and Adjuster Communication
• Structural Repair and Framing Reconstruction
• Mechanical, Electrical, and Plumbing Repairs
• Interior Finish Restoration (drywall, paint, trim)
• Flooring Replacement and Refinishing
• Cabinetry, Countertops, and Fixture Replacement

24-Hour Emergency Mitigation Dispatch

• Is 24-hour emergency dispatch required for initial mitigation at this address? Options: Yes, No
• Which phone number or emergency contact method should crews use for after-hours dispatch?
• What on-site safety hazards must responders expect (for example active fire, exposed live wiring, hazardous chemicals, or structural collapse)?
• Are there municipal notifications or permits required before initial stabilization at this property? Options: Yes - permits obtained, Yes - owner to obtain, No, Unknown
• Provide the target crew mobilization window for emergency response (for example within 1 hour, 2-4 hours). Options: Within 1 hour, 1-4 hours, 4-8 hours, Next business day

Water Extraction and Standing Water Removal

• Identify the rooms and levels with standing water (for example basement, first-floor kitchen, crawl space).
• How deep is the standing water in the affected areas (provide measured depth or estimate)? Options: Less than 1 inch, 1-4 inches, More than 4 inches, Unknown
• Are utilities already shut off or does the crew need to coordinate a shutoff/lockout procedure for safe extraction? Options: Utilities already shut off, Crew needs to coordinate shutoff, Not applicable, Unknown
• What obstructions exist that will affect extraction equipment placement or staging (for example stair access, large furniture, packed boxes)?
• Is a photo or moisture map available for the standing water location to attach to the extraction scope? Options: Yes - attached, Yes - will provide, No

Structural Drying and Dehumidification

• Which rooms and assemblies require structural drying and dehumidification (for example exterior walls, subfloor, ceiling cavities)?
• What initial moisture readings or relative humidity measurements are available (for example moisture meter % readings, equilibrium relative humidity in percent, or g/m3) and is a moisture map attached? Options: Readings attached, Will provide readings, None available
• How long has it been since the water intrusion occurred (this affects drying protocol and hidden damage risk)? Options: Less than 24 hours, 24-72 hours, 3-7 days, More than 7 days
• Are HVAC systems operable or will temporary environmental control (portable dehumidifiers, air movers, temporary HVAC) be required during drying? Options: HVAC operable, Temporary equipment required, Both, Unknown
• What acceptance criteria will validate drying completion (for example final moisture meter readings within manufacturer or IICRC S500 thresholds and a finalized moisture map)?

Smoke, Soot, and Odor Removal

• Which areas have visible smoke deposition, soot staining, or persistent odors that require remediation?
• What types of affected contents require specialized cleaning (for example textiles and soft goods, electronics, porous structural materials)? Options: Soft goods (textiles), Electronics, Porous building materials, Non-porous surfaces, Unknown
• Describe any HVAC system contamination concerns (for example visible soot in ducts, odor emitted from vents) and whether duct cleaning is required.
• Which deodorization methods do you prefer or require to be included in scope (for example thermal fogging, ozone, activated carbon air scrubbing, hydroxyl generators)? Options: Thermal fogging, Ozone, Activated carbon air scrubbing, Hydroxyl generator, Combination, No preference
• What containment or occupant protection measures are required for adjacent occupied spaces during soot and odor remediation?

Mold Remediation and Antimicrobial Treatment

• Which rooms have confirmed or suspected mold based on visual inspection, musty odor, or prior lab reports?
• What sampling results are available (for example air samples, surface tape lifts) and is the laboratory report attached? Options: Lab report attached, Samples pending, No samples taken
• Which remediation standard or protocol should guide work (for example IICRC S520, local public health guidance, or owner-specified protocol)? Options: IICRC S520, Local public health guidance, Owner-specified protocol, Unknown
• What containment level is required for remediation (for example full containment with negative pressure, localized containment, or surface-only cleaning)? Options: Full containment with negative pressure, Localized containment, Surface-only cleaning, Not required
• What evidence will validate mold clearance for the module (for example post-remediation air/plate test results within lab thresholds and a clearance report)?

Controlled Demolition and Debris Removal

• Which areas or assemblies require controlled demolition (for example non-load-bearing partitions, wet insulation, damaged roofing sections)?
• Are structural engineer approvals, demolition permits, or municipal demolition notifications required before work begins? Options: Engineer approval attached, Engineer required, Permit required - attached, Permit required - owner to obtain, Not required, Unknown
• What hazardous materials may be present that require special handling, testing, or abatement (for example suspected asbestos, lead-based paint, PCB ballasts)? Options: Asbestos suspected, Lead-based paint suspected, Other hazardous materials, None, Unknown
• How should salvaged materials be handled (for example leave on-site, pack-out and store, retain for owner, or dispose)? Options: Leave on-site, Pack-out and secure store, Owner to retain, Dispose
• Who will coordinate dumpster placement, street permits, and municipal access for debris removal at this site? Options: We will coordinate, You will coordinate, Third party will coordinate

Content Pack-Out, Cleaning, and Secure Storage

• Which rooms contain personal property that requires pack-out and a detailed inventory (for example master bedroom contents, kitchen appliances, artwork)?
• Which contents cleaning methods are needed for packed items (for example dry clean only, wet cleaning, ultrasonic electronics cleaning, specialized art conservation)? Options: Dry cleaning, Wet cleaning, Ultrasonic/technical cleaning, Specialized conservation, No cleaning required
• What storage duration and environmental controls are required for packed contents (for example short-term <30 days, 30-90 days, climate-controlled storage)? Options: Short-term <30 days, 30-90 days, 90+ days, Climate-controlled required
• Will any high-value or irreplaceable items require specialized handling and item-level documentation (for example jewelry, fine art, heirlooms)? Options: Yes - will list items, No
• What chain-of-custody documentation do you require for released contents (for example photographic inventory, signed release forms, or timestamped checklists)?

Damage Documentation with Photos and Moisture Mapping

• Which rooms and structural assemblies should be included in the initial photo log and moisture mapping deliverable?
• Are pre-loss photos or documentation available to compare against the post-loss photo log? Options: Yes - attached, Yes - will provide, No
• What minimum photo viewpoints and metadata are required for each documented condition (for example overall, close-up, serial numbers, EXIF timestamp, GPS)? Options: Overall and close-up, Include serial numbers and labels, Thermal imaging included, As required by adjuster
• Which moisture mapping methods do you accept for the scope (for example pinless moisture meter scans, thermal camera imagery, equilibrium relative humidity mapping)? Options: Pinless moisture meter, Thermal imaging, Relative humidity mapping (hygrometer), Combination
• How should the damage documentation be delivered to you and the insurance adjuster (for example annotated photo log PDF, online gallery link, or combined moisture map)? Options: PDF photo log, Online gallery link, Annotated moisture map, All of the above

Insurance Scope Preparation with Line-Item Estimating

• What estimating output format do you require for the line-item scope (for example industry-standard line-item estimating software export, insurer-preferred template, or spreadsheet)? Options: Industry-standard line-item estimating export, Insurer-preferred template, Spreadsheet export, Other
• Are there carrier- or owner-provided unit costs, pre-approved pricing schedules, or agreed allowances we must adhere to when preparing line items? Options: Yes - unit costs provided, No - standard rates apply, Negotiable
• Which scope line-items must include photographic support, material unit cost backup, and labor hour breakdown for adjuster review? Options: All structural line-items, Only demolition and rebuild, Select high-cost items, As requested
• Who is the primary contact for scope clarification during adjuster review (provide name, phone, and email)?
• Will supplemental scopes for hidden conditions after demolition follow a specific change-order approval workflow (for example written approval required before additional work)? Options: Written approval required before work, Verbal approval acceptable, Proceed within reasonable remediation

Insurance Claims Coordination and Adjuster Communication

• Who is the insurance adjuster assigned to this claim and what are their contact details (name, phone, email, claim number)?
• What proof of authorization does the carrier require for discussing the claim and sharing documents (for example signed authorization, claim number, assignment of benefits)? Options: Signed authorization form, Assignment of benefits, Claim number only, Other
• How frequently do you want adjuster-facing status updates during scope negotiation (for example daily, every 2-3 days, weekly, or milestone-based)? Options: Daily, Every 2-3 days, Weekly, Milestone-based
• Are there carrier portal requirements, file naming conventions, or document formats that must be followed when submitting scopes? Options: Carrier portal required, PDF via email accepted, Specific naming convention provided, Unknown
• What escalation path should be used if an adjuster rejects a line-item or requests additional backup (for example internal claim manager, third-party appraiser, owner escalation)?

Structural Repair and Framing Reconstruction

• Which structural elements require repair or replacement (for example roof rafters, floor joists, load-bearing walls)?
• Is a licensed structural engineer report available or required before commencing framing repairs? Options: Engineer report attached, Engineer required, Not required, Unknown
• What permit and inspection workflow applies for structural repairs in the local jurisdiction (for example permit application, scheduled inspections, final sign-off)?
• What temporary shoring or bracing is required to maintain site safety during reconstruction (describe location and load concerns)?
• What dimensional and plumb tolerances do you require for framing prior to drywall installation (for example maximum deviation in mm or inches)?

Mechanical, Electrical, and Plumbing Repairs

• Which mechanical, electrical, or plumbing systems require repair or replacement (for example HVAC unit, electrical service panel, plumbing stacks)? Options: HVAC, Electrical, Plumbing, All of the above, Other
• Are serial numbers, model numbers, or existing warranty documents for affected equipment available to preserve during repairs? Options: Yes - list attached, No, Unknown
• Will licensed subcontractors be required for permitted electrical or plumbing work and do you have preferred trade partners? Options: Licensed subcontractors required - we assign, You will provide preferred partners, No subcontractor required
• What commissioning or test evidence do you require for MEP systems on completion (for example pressure test reports, electrical safety certificate, HVAC airflow report)? Options: Pressure/leak test reports, Electrical safety certificate, HVAC performance test, All of the above
• Are there schedule constraints for MEP shutdowns that would affect sequencing (for example no shutdowns during weekdays, occupant medical needs)? Options: No shutdowns during weekdays, Time-window allowed, Flexible

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Work Authorization
• Insurance Claim Authorization
• Assignment of Benefits (AOB) — optional
• Estimate Acceptance & Payment Authorization
• Notice to Proceed
• Change Order Agreement
• Seller Insurance & Licensing Disclosure
• Contents Handling & Release Authorization

• Move-In Health Check (week 1)
• 30-Day Outcome Review (weeks 4 to 10)
• 90-Day Warranty Review
• Ongoing Quarterly Warranty & Follow-Up Review

• Confirm the next quarterly review date and the data deliverables required for that meeting.
• Owner-facing guidance for handling enhancement requests versus warranty repairs is documented in the shared channel.
• Publish the 90-day warranty summary showing claims per job and average days-to-resolution by issue type.
• Create a remediation project for any systemic workmanship or supplier issues with milestone dates.
• Document how enhancement requests will be tracked and estimated separately from warranty claims.
• Close or reassign any stale warranty tickets older than the agreed resolution window.
• Review open warranty backlog and trends
• Open warranty backlog is triaged and a prioritized schedule for the quarter is agreed.
• SLA performance for initial response time and 7-day punch-list resolution is reviewed and improvement actions are assigned for any misses.
• Homeowner follow-up requests in the shared channel are validated and assigned to scheduled work windows or documented as enhancements.
• Publish the quarterly warranty backlog and SLA performance dashboard to the shared channel.
• Schedule all high-priority backlog items into the next two-week mobilization window.
• Initiate process improvements for any recurring SLA misses identified in the review.
• Confirm occupancy status and move-in timing
• Homeowner occupancy status and any temporary accommodations are documented.
• All critical systems and utilities are verified operational or logged as an immediate fix.
• Final punch-list is recorded in the shared channel and visible to the homeowner and seller's field team.
• Homeowner has the warranty contact method and understands expected response times.
• Upload the finalized punch-list to the shared channel and mark urgent items for same-week response.
• Schedule high-priority safety or system repairs within 7 days.
• Provide homeowner with a one-page warranty and contact summary in the shared channel.
• Log occupancy date in the project record to start warranty SLA timing.
• Present 30-day outcome data
• Current status for open punch-list items and warranty response times is clearly documented with root causes identified for gaps.
• A dated remediation plan is agreed for each outstanding punch-list item and any slow-response warranty tickets.
• Confirm whether adjuster involvement is required for any unresolved scope or pricing items.
• Publish the 30-day outcome report showing open punch-list count, 7-day resolution rate, and average initial response time.
• Create remediation tasks for each open punch-list item with target completion dates.
• If adjuster coordination is needed, prepare the documentation package and request adjuster review within 7 days.
• Notify the homeowner of expected dates for outstanding item completion and how to escalate if timelines are missed.
• Summarize warranty claims since completion
• All warranty claims opened in the first 90 days are reconciled with resolution dates and closure notes.
• Repeat work incidents are categorized and a remediation plan for systemic causes is agreed.
• Diagnose root causes for outstanding items
• Verify critical systems and utilities
• Assess SLA performance for response and resolution
• Analyze repeat work occurrences
• Prioritize and schedule backlog items
• Surface immediate safety or defect concerns
• Agree specific corrective actions and dates
• Agree remediation for systemic issues
• Confirm homeowner satisfaction and any adjuster coordination
• Review and confirm punch-list capture
• Confirm long-term homeowner care items
• Review shared channel health and homeowner feedback
• Warranty channel and homeowner orientation