Concerns & Expectations
- What is your biggest concern regarding the process?
- What is most important for right now?
- What would you like us to help you accomplish?
- Do you know how insurance works? Deductible? Structural cleaning/repairs? Personal Property? ALE?
- Are there any specific deadlines you need us to work within?
- Is there anything else we should know to ensure we meet your expectations?
Understanding the Homeowner’s Experience
- Can you walk me through what happened and when the fire occurred?
- Were there any specific areas of the home that were more severely affected?
- Did the fire department use water or foam to put out the fire?
- Is there water damage in the home that you know of?
Safety & Health Concerns
- Are there any specific safety concerns you have about your home right now?
- Does anyone in your household have allergies, asthma, or sensitivities to smoke odors or chemicals?
- Are there pets or young children in the home that might be affected by the cleanup process?
Identifying High-Priority Items
- What personal belongings are most important to you that you’d like us to prioritize for cleaning and restoration?
- Are there any sentimental or irreplaceable items (photos, heirlooms, documents) that you want us to try and recover first?
- Do you have electronics or appliances that were exposed to smoke or fire damage that you would like evaluated for restoration?
Living Situation & Immediate Needs
- Are you currently staying in the home, or have you relocated temporarily?
- If you’re not staying here, when do you hope to return?
- Do you need assistance with temporary housing or recommendations for insurance-approved lodging?
Insurance & Documentation
- Have you filed a claim with your insurance company yet?
- Do you have a claims adjuster assigned to your case?
- Would you like us to work with your insurance carrier to come up with an accurate scope of work?
Smoke & Odor Concerns
- What rooms or belongings with strong smoke odors?
- Are you concerned about lingering smoke in your HVAC system or ventilation ducts?
- Would you prefer odor removal treatments like ozone, hydroxyl, or thermal fogging?
Structural & Cleaning Preferences
- Are there any parts of the home you would prefer to have restored rather than replaced?
- Would you like us to focus on cleaning walls and ceilings, or do you prefer repainting/replacing them?
- If drywall, flooring, or cabinetry needs to be replaced, do you have any preferences on materials or finishes?
Content Pack-Out & Storage
- Would you like the contents professionally cleaned/restored or do you want to handle that yourself?
- Do you need assistance with inventorying and documenting damaged items for insurance?
- Would you like us to store your restored belongings until repairs are completed?
Communication Preferences
- How often would you like updates on the progress of the restoration?
- Do you prefer updates via phone, email, or text messages?
- Are there any specific concerns or questions you’d like us to address throughout the process?
