A practical, step-by-step guide to understanding fire damage, tackling smoke and soot, managing your insurance claim and getting your property properly repaired.
Your safety comes first. Do not re-enter a fire-damaged building until the fire service or another appropriate professional has confirmed it is safe. Read the immediate steps →
A fire at your home or business can turn everything upside down very quickly.
Once the flames are out, it’s completely normal to look around and wonder where on earth you’re supposed to start. There may be obvious fire damage, blackened walls, broken windows and damaged furniture, but there can also be smoke and soot throughout rooms that were nowhere near the fire itself. On top of that, you may be dealing with water from firefighting, damaged electrics, structural concerns, security issues and an insurance claim that suddenly involves several different people.
Even a relatively contained fire can create a much larger repair than you might expect.
That’s because restoring a fire-damaged property isn’t simply about replacing the things that were burnt. The property may need to be made safe, investigated, stripped out, professionally cleaned, deodorised, dried and then rebuilt. Smoke can travel well beyond the room where the fire started, and firefighting efforts can create water damage that also needs dealing with before reinstatement can begin.
At Action Insurance Repair, we’ve been helping homeowners, landlords and businesses recover from property damage since 2008. We’ve worked on everything from smoke-damaged homes where the fire started in a neighbouring property to major fires requiring complete roof replacement, structural repairs and extensive internal reinstatement.
So, in this guide, we’ll take you through the complete fire and smoke damage repair process. We’ll explain what to do immediately after a fire, how smoke and soot damage are assessed, what can often be cleaned and what may need replacing, how odour removal works, what happens when firefighting water causes additional damage, how your insurance claim is likely to progress and what happens when it’s finally time to rebuild.
If you’ve only just experienced a fire, you don’t need to understand everything today. Start with the first section, make sure the property is safe and take the process one stage at a time.
Once the fire brigade has dealt with the incident, the urge to get back inside and see what can be saved can be very strong.
But safety has to come first.
A property can remain dangerous after the visible fire has been extinguished. Fire may have weakened floors, ceilings, roofs and structural elements, while electricity, gas, shattered glass, contaminated residues and hidden hot spots can create additional risks.
You should not re-enter a fire-damaged building until the fire service or other appropriate professional has confirmed that it is safe to do so. Fire and rescue guidance also recommends taking professional advice where structural damage may be present rather than assuming that a building is safe simply because the flames have gone.
If anybody has been exposed to smoke or feels unwell following the fire, health comes before the property.
Smoke inhalation can sometimes cause symptoms that aren’t immediately obvious. If you or somebody else develops breathing difficulties, feels unwell or has concerns following smoke exposure, seek appropriate medical advice.
Once everybody is safe, you can begin dealing with the property itself.
Gas, electricity and water supplies may have been switched off during the incident.
Don’t simply turn them back on because the fire appears to be over. Fire and rescue services advise that affected utilities should be checked by an appropriately competent person before they are brought back into use. Electrical equipment that has been exposed to fire, smoke, water or steam may also need inspection before it is used again.
Fires can leave windows broken, doors damaged, roof coverings open and parts of a building exposed to the weather.
Once the fire brigade has left, the property may need temporary work to keep it secure and prevent further damage. That could include boarding windows or doors, temporary roof coverings, fencing off unsafe areas or arranging emergency electrical or structural work.
This is exactly the type of situation where emergency and temporary repairs are appropriate. The aim is to protect the building and prevent things getting worse rather than beginning the full reinstatement straight away.
Notify your insurer as soon as reasonably possible.
Most insurers have emergency claims lines and can explain what they want you to do next. Depending on the scale of the fire, they may appoint a loss adjuster, forensic investigator, restoration company, surveyor or other specialist.
The Association of British Insurers advises policyholders to contact their insurer promptly after insured damage such as fire and, where emergency repairs are needed to prevent further damage, to keep receipts and speak to the insurer where possible.
Once you’re allowed to enter the property safely, take plenty of photographs and videos.
Capture the overall condition of each affected room as well as closer photographs of burnt, smoke-damaged or water-damaged areas. If furniture, appliances or other possessions have been damaged, photograph those too.
Don’t worry about making the photographs look tidy. At this stage you’re creating a record of the condition immediately after the incident.
That evidence can be very useful later when the property has been stripped out and people are trying to establish exactly what was damaged.
It can be tempting to start clearing the property immediately, particularly when furniture and belongings smell strongly of smoke, or are completely unsalvageable.
Unless something presents an immediate health or safety risk, speak to your insurer and restoration professionals before disposing of it.
Some items that look or smell badly affected may still be restorable, and your insurer may also want evidence of the damage before deciding how an item should be treated. The ABI specifically advises policyholders not to rush to dispose of damaged items unless they represent a health hazard.
When people think about fire damage, they understandably think first about things that have been burnt.
But a fire-damaged property can suffer from several different types of damage at the same time.
There may be direct flame and heat damage in the room where the fire started, smoke and soot throughout the rest of the property, water damage from hoses or sprinklers, structural damage to roofs or floors, damaged electrical and heating systems and secondary damage caused by exposure to the weather.
That’s one of the reasons fire reinstatement can become such a substantial project.
A fire doesn’t necessarily stop damaging the building at the point where the flames stop.
These terms are often used together, but they describe different things.
Fire damage is the direct effect of heat and flame.
That might include charred timber, damaged roof structures, melted fittings, destroyed kitchen units, cracked glazing or building materials that have lost their integrity after exposure to high temperatures.
Direct fire damage is usually the most visually obvious part of the incident.
Smoke can travel far beyond the fire itself.
It moves through open doorways, gaps, stairwells, ceiling voids and ventilation systems. That means rooms which were never touched by flames can still be affected by smell, staining and residues.
AIR has seen this very clearly in real projects. In one case, a fire in the bakery beneath a client’s home caused extensive smoke damage throughout the property above, including second-storey rooms, flooring, ceiling areas, electrical fittings and even the boiler.
Soot is one of the visible residues produced by incomplete combustion, but fire residues can vary significantly depending on what burned, how hot the fire became and the conditions in which it burned.
The professional ANSI/IICRC S700 standard for fire and smoke damage restoration specifically addresses assessing the presence, intensity and boundaries of fire residues and odours throughout buildings, building systems and contents. It also recognises that no single cleaning or odour-management method is appropriate for every fire.
For the homeowner, the practical point is simple: smoke damage isn’t one uniform substance that can always be wiped away with the same cleaner.
Different fires can leave very different residues.
Smoke is carried by moving air, which means it can travel into areas where there was no direct fire.
In a home, that could mean smoke moving upstairs, entering cupboards, passing beneath doors, getting into ceiling voids or spreading through openings around pipework and cables.
In larger buildings, heating and ventilation systems may also be affected.
This is one of the reasons a room can look almost untouched while still smelling very strongly of smoke.
The visible soot may only be one part of the problem. Fine residues can settle on walls, ceilings, flooring, furniture, metalwork, electrical components and hidden surfaces.
That’s also why simply decorating the room where the fire happened may do very little to solve a smoke problem elsewhere in the property.
A proper assessment needs to establish where the smoke went, not just where the flames were.
Absolutely.
Your property doesn’t need to catch fire itself to suffer substantial smoke damage.
Smoke can travel from adjoining flats, neighbouring properties and commercial premises.
One of AIR’s client stories involved a homeowner living above a bakery. The bakery fire was downstairs, but smoke travelled throughout the home above and ultimately resulted in extensive repairs across the property. Even after an initial deodorising treatment, a heavy smoke smell remained until further contaminated areas beneath the flooring were dealt with as part of the reinstatement.
This is a useful reminder that smoke damage should never be dismissed simply because your own property wasn’t directly on fire.
Fire odour is one of the most frustrating parts of smoke damage.
A room may look much cleaner after the visible soot has been removed, yet the smell can remain.
That’s because smoke residues can settle on and penetrate a wide range of materials. Depending on the fire, that can include flooring, walls, ceilings, timber, furniture, fabrics and hidden areas beneath finishes.
Professional restoration standards recognise odour management as part of the overall fire restoration process, not simply a matter of spraying a fragranced product into the room. The IICRC S700 standard notes that fire-related odours are complex and that no single odour-control method works in every situation.
If smoke residues remain somewhere within the property, masking the smell with fragrance is unlikely to provide a lasting solution.
The source needs to be found and dealt with.
Your insurer may initially appoint a specialist restoration company to assess the fire and smoke damage, before a building contractor is appointed or while you arrange your own repair quotation. Their assessment covers both the building and its contents, looking at where smoke and soot have travelled, the materials affected, the extent of contamination and any remaining odours. This may include testing for soot deposits and carrying out small cleaning trials to help establish what can be successfully restored. Furniture, clothing and other belongings may need specialist cleaning, removal for treatment or assessment for replacement.
The restoration company’s findings help establish a scope for cleaning, decontamination, deodorising and any necessary removal of materials that cannot be restored. They should also consider water damage from firefighting and whether drying is required. This work calls for specialist knowledge; relevant training and qualifications are available through the British Damage Management Association (BDMA) and the Institute of Inspection, Cleaning and Restoration Certification (IICRC). The restoration assessment then informs the building contractor’s repair scope, with the two working together where opening-up reveals further damage or contamination.
Alongside the restoration assessment, the building contractor assesses the repairs needed to reinstate the property.
The assessor needs to understand the full route of the fire, heat and smoke and consider whether firefighting or weather exposure has created additional damage.
That can involve checking roof structures, ceilings, floors, wall finishes, windows, doors, electrical systems, heating systems, fitted furniture and rooms which appear relatively untouched.
In more significant fires, a surveyor may be appointed and a structural engineer consulted.
For example, one AIR project in Oswaldtwistle involved an extensively fire-damaged kitchen and smoke-damaged lounge. Once the roof of the kitchen extension was stripped back, additional damage was discovered to a steel girder, surrounding brickwork and a stone lintel. Those findings required a structural engineer’s report before the additional repairs could be submitted to the insurer as variations.
That’s a good example of why the first visible damage isn’t always the complete picture.
The exact inspection depends on the severity of the incident, but the contractor is essentially trying to answer several questions.
Where did the fire and smoke travel? Which building elements were directly affected by heat or flame? Which areas have smoke residues or persistent odour? Has firefighting water reached other rooms or structures? Are any roofs, ceilings, walls, floors, doors or windows unsafe? Do electrical or heating systems require specialist inspection? What can realistically be cleaned and retained, and what needs replacing?
These answers eventually form the basis of the repair scope and insurance quotation.
On a smaller fire, that might mean cleaning, replacing some finishes and redecorating.
On a major loss, the outcome can be closer to a full refurbishment.
It can be alarming to see additional holes in walls, ceilings or floors after the fire brigade has left.
However, firefighters may need to open parts of the building to check for hidden fire spread or make sure the incident has been completely extinguished.
Cambridgeshire Fire and Rescue Service specifically notes that firefighters sometimes create openings in walls, floors and ceilings so they can check for hidden fire spread.
Those openings then become part of the eventual reinstatement.
So if your ceiling or wall has been opened during firefighting, that doesn’t necessarily mean unnecessary damage has been caused. It may have been essential to make the property safe.
Once you’re allowed back into the property, it’s very easy to feel that you need to start cleaning immediately.
But some well-intentioned actions can make restoration more difficult.
Fire residues can behave differently on different surfaces.
Gloucestershire Fire and Rescue Service specifically advises homeowners not to attempt to wash or wipe fire residues from walls, ceilings and other absorbent surfaces before getting appropriate advice.
That’s because the wrong cleaning technique can spread residues or drive them further into porous surfaces.
Specialist cleaners will assess the type of surface and contamination before choosing an appropriate method.
Televisions, computers, boilers, kitchen appliances and other electrical items exposed to fire, smoke, water or heat should not simply be switched on to see whether they still work.
They may require electrical inspection or specialist cleaning first.
Movement through contaminated rooms can spread soot onto cleaner flooring, upholstery and surfaces.
If parts of the property are heavily affected, it may be sensible to limit access until the restoration plan is clear.
Fresh paint won’t solve smoke contamination beneath it.
If residues or odour remain within the surface, they may reappear through the new finish or the smell may remain after the room looks newly decorated.
Professional fire reinstatement may therefore involve cleaning, sealing or specialist preparation before final decoration begins.
Some contents can potentially be professionally cleaned or restored.
Furniture, textiles, documents and certain valuable belongings may be candidates for specialist restoration depending on their condition.
Equally, some items may not be appropriate to retain.
The point is to make that decision with the right information rather than clearing the entire property before it has been assessed.
The exact process depends on the severity of the fire, but most substantial projects follow a similar sequence.
Understanding those stages can make a complicated claim much easier to follow.
Before restoration begins, immediate risks need to be dealt with.
The fire service may already have isolated utilities or identified unsafe areas. Further work may then be needed to board up windows, secure doors, provide temporary roof coverings, remove dangerously loose materials or arrange emergency electrical or structural inspections.
If the property can’t be secured normally because doors, windows or roofs have been damaged, temporary security becomes an important early part of the claim.
The objective at this stage isn’t to make the property look good. It’s to protect it from further damage, weather and unauthorised access.
Depending on the circumstances, there may be investigations into how the fire started.
The fire service may investigate the incident, while the insurer may also appoint its own specialists on larger or more complex claims.
At the same time, the repair team needs to establish how far the physical damage extends.
Directly burnt areas may be obvious, but smoke contamination, water damage and structural deterioration can require much more investigation.
Major fires sometimes need input from structural engineers, electrical specialists, heating engineers or surveyors before the final repair specification can be agreed.
Just as with water damage, good documentation makes a huge difference to an insurance claim.
The contractor should record the damaged areas clearly, including photographs, room dimensions and descriptions of what needs repairing or replacing.
For significant fire losses, the scope can become very detailed because so many building elements may be affected.
Someone assessing the claim from an insurer’s office needs to understand why a roof needs rebuilding, why a ceiling needs replacing or why an apparently unaffected room requires smoke cleaning.
The clearer the evidence is, the easier it is for everyone to understand what’s being claimed for.
Once the necessary evidence has been recorded and the appropriate approvals are in place, damaged materials may need to be removed.
That can include burnt timber, ceilings, wall linings, insulation, damaged joinery, flooring, kitchen units and bathroom finishes.
On a serious fire, the strip-out can be extensive.
AIR’s Blackpool loft fire restoration project is a good example. The fire originated in the converted loft, destroyed the roof and caused significant damage to the upper floor, while smoke and firefighting water affected other parts of the house. The reinstatement required major structural and internal work rather than simply redecorating the room where the fire started.
The purpose of the strip-out is to remove material that cannot be restored and expose the construction that needs cleaning, drying or rebuilding.
Once access is available, specialist cleaning can begin.
The method depends on the type of residue, surface and severity of contamination.
Professional fire restoration may involve a combination of dry cleaning methods, specialist detergents, surface cleaning, HEPA filtration, blast cleaning or other techniques appropriate to the materials involved.
AIR’s current fire and smoke repair service specifically includes specialist blast cleaning for soot removal as well as fire damage cleaning and deodorising.
The important thing is that the cleaning method suits the material rather than simply applying one aggressive treatment to everything.
Visible soot and smoke smell don’t always disappear at the same time.
A surface can look clean while residual odour remains in porous materials or hidden areas.
That means odour control may require additional work after the obvious contamination has been removed.
Depending on the circumstances, restoration contractors may use specialist deodorising techniques and air-treatment equipment as part of the process.
But the key principle is that odour treatment works best once contaminated materials have been properly cleaned or removed.
Trying to mask an unresolved source of fire odour is unlikely to provide a lasting result.
This stage is easy to overlook.
The fire may have been the original problem, but the water used to extinguish it can create a second restoration issue.
Fire hoses can introduce a very large amount of water into a property, while sprinklers or damaged plumbing may add even more.
Water can move into floor structures, ceilings, walls and insulation in the same way it would during any other water-damage incident.
If the building has also lost roof coverings or windows, rainfall may create additional water exposure after the fire.
Cambridgeshire Fire and Rescue Service specifically notes that where hoses have been used, water damage will commonly be present and affected areas need to be dried.
That means a fire restoration project may also need water extraction, structural drying, dehumidification and moisture monitoring before the rebuild starts.
Heat can damage building materials in ways that aren’t necessarily obvious from the finished room.
Roofs, joists, steels, lintels, masonry, floors and structural partitions may all require inspection depending on the location and intensity of the fire.
Where there’s any doubt about the integrity of structural components, a structural engineer may need to assess them and specify repairs.
This is particularly important before rebuilding around damaged structural elements.
A new ceiling or kitchen finish is of little value if the structure behind it hasn’t been properly considered.
Fire, smoke and firefighting water can all affect services.
Electrical wiring, sockets, consumer units, lighting and appliances may require inspection, repair or replacement.
Heating systems and boilers may also be affected by smoke or heat, even when they aren’t located directly in the room of origin.
Again, AIR has seen this in practice. When restoring a Landlord's rental property in Oswaldtwistle, Accrington after a fire started in the consumer unit beneath the stairs, causing substantial damage throughout the downstairs. The reinstatement included a full electrical rewire and replacement of the boiler, alongside extensive building repairs. This illustrates why electrical and heating systems need assessment by appropriately qualified specialists to establish what can safely remain and what requires repair or replacement.
The extent of service replacement should be determined by the appropriate qualified professionals rather than assumed either way.
Once the strip-out, investigation and specialist assessments have provided a clearer picture, the reinstatement can be properly specified.
The scope may include structural work, roofing, plastering, electrical work, plumbing, kitchens, bathrooms, flooring, joinery, windows, decoration and other elements depending on the loss.
This is where experienced insurance-aware repair contractors become key.
The insurer needs enough detail to understand what is being proposed and why, and pricing is required to be itemised.
A vague quotation saying “repair fire damage” isn’t sufficient for a major claim.
Once the building is safe, clean, dry and the repair work has been agreed, reinstatement can begin.
For a small fire, this may be relatively straightforward.
For a large one, the repair can become a complete refurbishment.
AIR’s existing projects have involved new roofs, structural repairs, kitchens, bathrooms, electrical systems, plumbing, plastering, floors, joinery and complete redecoration following fire losses.
That requires careful project management because the trades need to work in the right sequence and the repair needs to remain aligned with the approved insurance scope.
Smoke damage cleaning is the specialist process of removing residues left behind after a fire.
It’s more complicated than ordinary domestic cleaning because different fires create different residues, and different surfaces react differently to cleaning.
For example, a hard sealed surface and a porous plastered wall may require completely different treatments.
A restoration specialist may test small areas before deciding how to treat larger sections.
The aim is not simply to make surfaces look cleaner. It’s to remove fire residues effectively without unnecessarily damaging the underlying material.
Some fire residues smear when wet.
Others can become more difficult to remove if the wrong product is used.
Absorbent materials can also take contamination deeper into the surface during aggressive scrubbing.
That’s why fire service guidance cautions against automatically washing smoke residues from walls and ceilings before professional advice has been taken.
If the fire is small and damage is genuinely superficial, some ordinary cleaning may eventually be appropriate.
But on a significant insured loss, it makes sense to let restoration specialists assess the residue before everybody reaches for the household cleaner.
Specialist blast cleaning can be used on some fire-damaged surfaces where conventional cleaning isn’t sufficient.
The exact process and blasting medium depend on the material and restoration method.
It can be particularly useful for cleaning exposed structural surfaces where soot has become difficult to remove using standard methods.
AIR lists specialist blast cleaning among the fire damage restoration services it provides.
This isn’t something homeowners should attempt themselves. The technique needs to suit the substrate and be carried out with suitable containment and protective measures.
This is one of the questions we hear most often.
The important thing to understand is that successful deodorisation starts with removing the source of the smell.
If smoke-contaminated material is still underneath the floorboards, inside a cavity or within heavily affected porous finishes, a deodorising treatment may reduce the smell temporarily without fully resolving it.
That’s exactly what happened in AIR’s client story involving smoke from the bakery below. An initial deodorising treatment improved things, but a strong smoke smell remained. During the repair, further cleaning beneath the flooring was needed before the property could be properly reinstated.
So a good smoke-odour plan normally begins with identifying where contamination remains, cleaning or removing those materials and then using appropriate deodorising techniques where needed.
Sometimes specialist sealers and blocking coatings form part of the final repair, but they shouldn’t be used as a substitute for cleaning and proper preparation.
If heavy soot and residues are left on a wall and simply painted over, there’s a risk of staining or odour continuing to cause problems.
The correct preparation depends on the surface and severity of the contamination.
After proper cleaning, a specialist stain-blocking or odour-blocking coating may be specified before the final decorative finishes are applied.
The important part is the order: clean and prepare first, then seal or decorate where appropriate.
Yes.
Smoke can travel through gaps, service penetrations, floorboards, voids and other openings.
This is why persistent smell sometimes remains after the most obvious surfaces have been cleaned.
Flooring may need to be lifted to inspect or clean beneath it, and some wall or ceiling finishes may need removing where contamination has travelled into concealed construction.
That doesn’t mean every fire requires the whole property to be stripped back.
The assessment should determine how far the contamination has travelled and target the repair accordingly.
Potentially, yes.
Electrical items can be affected by a combination of smoke residues, heat and firefighting water.
Smoke damage to electrical items is not always visible from the outside. Depending on what has burned, smoke gases and deposited residues can cause corrosion of metal contacts, terminals and electronic components, particularly where moisture is also present. In light fittings, this may affect lamp holders, electrical connections and the circuitry within LED drivers or fluorescent ballasts. Some deposits can also create unwanted conductive paths, leading to electrical faults.
An item that still works immediately after a fire should therefore not automatically be assumed to be unaffected, as corrosion-related deterioration can develop later. Smoke-exposed fittings and equipment should be assessed by an appropriately qualified electrician or specialist, with manufacturer advice where necessary, to determine whether they can safely be cleaned and retained or require replacement.
Fire service guidance recommends that electrical appliances exposed to fire, smoke, water or steam should not be used until they have been checked where necessary.
Whether an item can be professionally cleaned or needs replacing will depend on its condition, value and the nature of the contamination.
For building wiring and fixed electrical installations, an appropriately qualified electrician should determine what can safely remain in service.
Possibly, but it depends entirely on the circumstances.
A boiler located well away from a very small fire may be unaffected, while one exposed to heavy smoke, heat or water will require specialist assessment.
AIR has worked on several properties where smoke from a neighbouring fire travelled throughout a home and ultimately resulted in the boiler being replaced.
You shouldn’t assume a boiler needs replacing simply because there was a fire somewhere in the property, but neither should it automatically be put back into use if it has been heavily exposed.
Walls and ceilings can suffer several different types of damage.
Direct heat and flame can destroy plasterboard or plaster, while smoke may leave residues and odours on areas well beyond the fire itself.
Firefighting water can then add saturation, staining or damage to ceilings and wall linings.
The repair might therefore involve a mixture of specialist cleaning, removal of badly damaged materials, structural drying, replacement plasterboard, plastering, stain blocking and full redecoration.
Where the ceiling or wall structure has been opened by firefighters while checking for hidden fire spread, those openings also need to be reinstated.
The correct repair depends on what actually happened to the construction rather than simply what colour the surface has become.
Flooring needs to be assessed for direct heat damage, smoke and soot contamination, and water from firefighting. The assessment should establish whether the floor can be cleaned and restored, whether individual areas need repairing, or whether replacement is necessary.
For carpets, this means considering the pile, backing and underlay—not just visible surface staining. Specialist cleaning may restore some smoke-affected carpets, but scorching, persistent contamination or damage to the backing may make replacement necessary. Underlay and the floor beneath may also require separate treatment.
Timber flooring can swell, cup or buckle when exposed to firefighting water. Some floors may recover sufficiently after controlled drying to allow repair or refinishing, while others remain permanently damaged. Laminate may also swell at its edges or joints. Decisions should take account of moisture readings and the condition of the flooring and subfloor, rather than assuming that a dry-looking surface means the whole construction is dry.
Tiles and other hard finishes may be suitable for cleaning and retention, but an apparently intact surface does not establish that the layers beneath are sound. Where water penetration, heat damage or concealed contamination is suspected, sections may need lifting to inspect the substrate and allow cleaning, drying or repairs.
Smoke residues and odours can also remain in gaps, beneath floor coverings or within floor voids. Persistent odour should prompt investigation of the source rather than repeated surface treatment alone. Before flooring is reinstated, the underlying construction should be suitably clean, sound and dry for the chosen floor finish.
Even a fire that starts in a relatively small area of the kitchen can affect units, worktops, appliances, electrical installations, flooring, ceilings and adjoining rooms. Heat may distort doors and units, smoke can contaminate surfaces throughout the room, and firefighting water may damage flooring and the structures beneath it.
The repairs may range from specialist cleaning and replacement of individual damaged components to complete kitchen reinstatement, depending on the extent of the damage and what can safely and effectively be restored.
Matching becomes an issue where the original kitchen range or colour has been discontinued. However, damage to one plinth, cupboard door or unit does not automatically mean the insurer will pay for a whole new kitchen. Many buildings policies contain a “matching sets” or “pairs, sets and suites” clause that excludes replacement of undamaged items solely to maintain a matching appearance.
Policies differ: some include matching-items cover or provide a contribution towards replacing undamaged parts. Where a genuine loss of match remains, the Financial Ombudsman may also consider compensation appropriate, depending on the circumstances. This is not an automatic entitlement to full replacement.
A detailed repair scope should distinguish between components that are damaged or cannot reasonably be retained during the necessary repairs, and undamaged items proposed for replacement only to achieve a match. The extent of the damage, available restoration options and the policy wording should inform the work submitted to the insurer for approval.
Heat can crack glazing, distort plastic frames, scorch timber and damage door hardware.
External fires can cause substantial damage to windows and building finishes even where the fire doesn’t penetrate far inside.
AIR’s office-fire project for First Choice Alarms is a good example. A fire outside the building blackened plastic window frames, cracked double glazing and damaged render, fascias, guttering and rainwater goods. The resulting repair involved several different trades despite the fire being outside the main office accommodation.
Windows and doors may also be damaged during emergency access or firefighting, which then creates an immediate security issue that needs dealing with before permanent replacement is arranged.
A roof fire can affect much more than the tiles or slates. Rafters, roof trusses, supporting beams, connections, roofing membranes, insulation and ceilings may all be damaged by heat, flame, smoke or firefighting water. The assessment needs to establish which parts remain structurally sound and which require repair or replacement.
Where structural damage is suspected, a structural engineer should assess the affected roof and its supports and specify the necessary work. A roof that remains standing should not automatically be assumed safe. Temporary support or controlled removal of unstable sections may be needed before restoration and rebuilding can proceed.
If the roof is open to the weather, temporary protection should be arranged as soon as it can safely be installed. Depending on the damage and likely repair period, this may involve temporary coverings or a scaffold-supported temporary roof. Preventing further rainwater entering helps limit additional damage to the rooms and structures below.
Some fires allow localised roof repairs; others require substantial or complete rebuilding. Retained areas may also need smoke cleaning and drying. The repair specification should address the roof covering, structural supports, insulation, ventilation and any affected fire separation, including junctions with neighbouring properties.
Substantial roof repairs or replacement may require Building Regulations approval and improvements to insulation where applicable. These requirements should be established with the designer and building control before the specification and costs are finalised, so that the proposed reinstatement reflects both the fire damage and the requirements applying to the work.
Many items can be restored, but the decision requires a specialist assessment of their materials, condition and exposure to heat, smoke residues and firefighting water. Surface appearance alone is insufficient: contamination may affect upholstery fillings, joints and other concealed areas. Cleaning methods must suit the material and its finish, with checks after treatment to assess the outcome.
A contents restoration company can prepare an itemised inventory, supported by photographs, identifying items suitable for restoration, those requiring further specialist investigation and those recommended for replacement. Where an item is described as beyond economical repair (BER), the report should explain why restoration would be uneconomic. This is different from an item that cannot be restored safely or satisfactorily. Items of particular sentimental value should be highlighted before decisions are made.
Depending on the damage, treatment may include specialist cleaning and deodorisation of sofas and other upholstered furniture, or cleaning, repair and refinishing of wooden furniture. The restoration company may arrange additional expertise, such as a French polisher, furniture restorer or specialist in documents and artwork. The appropriate treatment depends on the individual item; cleaning alone will not remedy scorching, distortion or damaged finishes.
Contents may be treated on site or removed for cleaning and secure off-site storage while the property is repaired. Items should be recorded, labelled and suitably packed, with their condition and movements documented. The proposed treatment, transport arrangements, storage period and associated costs should be agreed as part of the restoration plan.
Your insurer may appoint its own restoration specialist, but you can also seek independent restoration advice. If you have a loss assessor, they may introduce a suitable company. Where assessments differ, compare the inspection findings, proposed treatments and reasons for recommending restoration or replacement. An independent report is not automatically more thorough, but it can provide additional evidence for discussion with the insurer.
Before commissioning additional services, confirm who will pay for them. Photograph damaged possessions and agree disposal with the insurer before discarding items, unless urgent action is necessary for safety.
Food and drink affected by heat, smoke or firefighting water should be discarded. Packaging that appears intact does not establish that the contents are safe: fire and rescue guidance also advises against using canned food exposed to heat.
Do not use medicines that may have been damaged or contaminated. Contact your pharmacist for advice on safe disposal and arranging replacements, particularly if you need medication regularly. Potentially affected prescription medicines should be returned to a pharmacy for safe disposal.
Where safe and practical, photograph affected items and make a brief inventory for your contents claim before disposal. Recording the loss should not delay the removal of unsafe food or obtaining essential replacement medication.
Fire is a standard insured risk in most home insurance policies. Buildings insurance generally covers damage to the structure and permanent fixtures, while contents insurance covers insured belongings. Cover for fire is usually included without needing the optional accidental-damage extension.
However, an insured fire does not automatically mean every proposed repair or replacement will be paid for. The insurer will assess whether the damage resulted from the insured event, what work is necessary and how the policy provides for settlement. The excess, cover limits, exclusions and any applicable underinsurance provisions can affect the amount payable.
Check both your policy wording and schedule. If the insurer declines part of the claim or proposes a reduced settlement, ask it to explain the decision in writing, identifying the relevant policy terms and the evidence supporting its position.
Smoke damage resulting from an insured fire will normally be considered as part of the claim, including damage in rooms that were not directly affected by flames. The assessment should establish the extent of contamination and the treatment required, rather than limit repairs to the room where the fire started.
The proposed work may include specialist cleaning and deodorisation, removal of materials that cannot be satisfactorily restored, and reinstatement of affected building finishes. Replacement should be supported by evidence explaining why cleaning or repair would be insufficient; equally, a surface that looks relatively clean should not automatically be treated as unaffected.
Photographs, restoration reports, cleaning trials and a detailed repair scope can help establish what work is necessary. Where the insurer and your appointed specialists disagree, ask which findings or repair recommendations are disputed and why.
Buildings insurance generally covers the structure and permanent fixtures, including the roof, walls, ceilings, fitted kitchen units and bathroom suite. Contents insurance generally covers belongings such as furniture, clothing, curtains and freestanding appliances.
Some items, particularly floor coverings and fitted appliances, require a closer check of the policy definitions. Do not assume that everything attached to the property falls under buildings insurance.
A substantial fire may therefore involve separate buildings and contents claims, sometimes with different insurers. In rented accommodation, the landlord normally arranges buildings insurance, while tenants arrange cover for their own belongings.
Fire claims can involve investigations into the cause of the fire as well as detailed assessments of the damage and the work needed to restore the property.
The process usually starts with the insurer gathering information about what happened and deciding what immediate support is required. Depending on the severity of the loss, it may appoint a loss adjuster, fire investigator, surveyor or restoration specialist. Emergency work may be needed to make the property safe, secure it and prevent further damage.
Restoration specialists assess smoke contamination, cleaning requirements and any drying needed. Building contractors and, where necessary, surveyors or structural engineers assess the repairs required. Their findings help establish a detailed scope of work and the costs to be submitted for insurer approval.
Major claims may require additional reports or revisions to the scope, particularly where strip-out reveals concealed damage. Any additional work should be documented and submitted for approval, with urgent safety measures addressed separately.
Once the necessary restoration and drying have been completed, the building is ready and the relevant repair work has been agreed, reinstatement can proceed.
A fire investigation aims to establish the origin—where the fire started—and the cause—how it ignited. The findings can help identify continuing safety risks, inform the insurer’s assessment of policy cover and establish whether another party may be responsible.
Depending on the circumstances, investigations may involve the fire and rescue service, the police or forensic fire investigators and engineers appointed by the insurer. They may examine the scene, electrical installations and appliances, review witness accounts and arrange laboratory examination of recovered components. An important part of the assessment is distinguishing a defect that caused the fire from damage caused by the fire itself.
For insurers, there are two separate questions: whether the loss is covered under the policy, and whether they can recover their expenditure from a responsible third party. For example, evidence may indicate that a defective appliance, negligent electrical installation or other faulty workmanship caused the fire. If legal responsibility can be established, the insurer may pursue recovery from the manufacturer, installer or another responsible party. This process is known as subrogation. The presence of a suspected fault alone does not establish liability.
Not every investigation reaches a definite conclusion. Fire can destroy the evidence needed to identify the ignition source, and several possible causes may remain. AIR has worked on several reinstatement projects where the precise cause was not conclusively established. An undetermined cause does not automatically prevent an insurance claim from being accepted: the decision depends on the available evidence and the policy terms.
Before cleaning, strip-out or disposal begins, confirm whether investigators need to inspect the scene or retain particular items. Appliances, wiring and other potential evidence should not be dismantled or discarded without agreement. Urgent work to make the property safe should be coordinated with the insurer and relevant specialists, with the original condition and any necessary changes recorded wherever possible.
A loss adjuster is a claims specialist, normally appointed and paid by the insurer to investigate the circumstances of a loss, assess the damage and consider the claim against the policy terms.
On a fire claim, their work may include inspecting the property, reviewing fire investigation and restoration reports, checking the sums insured and examining the proposed repair scope and costs. They may request further evidence, discuss repair methods and negotiate costs with contractors. They may also help coordinate emergency measures and other support available under the policy.
The adjuster reports to the insurer and may make recommendations about cover and settlement. Some have delegated authority to agree particular decisions or costs; others need the insurer’s approval.
Although appointed by the insurer, the adjuster should assess the claim objectively and fairly. They may be your main contact throughout the claim, but they are not your independently appointed representative.
A loss assessor is appointed by you, the policyholder, to prepare and manage the claim on your behalf.
Their role may include reviewing the policy, documenting the loss, arranging supporting specialist reports and presenting the claim to the insurer. They can liaise with the loss adjuster, review proposed repair scopes and negotiate the settlement available under the policy.
Not every fire claim requires a loss assessor. You may be comfortable managing a straightforward claim yourself. Independent representation can be particularly useful where the damage is extensive, the scope or settlement is disputed, or you need help managing the evidence and negotiations.
Before appointing an assessor, obtain written details of their services, fees and any conditions attached to the appointment, including arrangements involving recommended contractors. Check their relevant FCA authorisation or permissions rather than assuming that professional membership alone is sufficient.
AIR regularly works alongside independent loss assessors: the assessor manages the insurance claim on the policyholder’s behalf, while AIR assesses, prices and carries out the building reinstatement.
The scope of work sets out what needs to be cleaned, removed, repaired or replaced, and how the building will be reinstated. Who prepares it depends on the complexity of the damage and how the repairs are being arranged. It may be a building surveyor, an experienced reinstatement contractor or the insurer’s appointed surveying or repair team. The loss adjuster may arrange and review the scope, but their appointment does not necessarily mean they will prepare the detailed building specification themselves.
For extensive or technically complex fire damage, a suitably experienced chartered building surveyor may be appointed to assess the building and prepare a schedule of works, drawing on restoration reports and structural or services advice where necessary. The surveyor may then obtain competitive tenders, allowing contractors to price the same specification rather than submit quotations based on different assumptions.
Many buildings policies include cover for necessary professional fees associated with repairing insured damage, such as surveyors’, architects’ and engineers’ fees. However, the services required, appointment and fees should be agreed with the insurer before costs are incurred. Cover for reinstatement-related professional fees is different from cover for preparing or negotiating the insurance claim.
Where appointed to administer the building contract, the surveyor may also act as contract administrator. Depending on the contract and their appointment, this can include issuing instructions, inspecting progress, assessing changes and certifying payments. The contractor submits queries and proposals through the agreed contractual process. This provides technical oversight, although the contractor remains responsible for carrying out the work properly.
On more straightforward claims, an insurer-appointed contractor may prepare the scope and quotation, or the insurer may ask you to obtain quotations from your own contractors. A useful quotation should identify the affected rooms and building elements, proposed repair methods, quantities and any exclusions or assumptions. Comparing headline prices alone can be misleading if the contractors have allowed for different amounts of work. Where the damage is extensive or the proposals differ materially, ask whether professional surveying input is needed.
The scope may change as strip-out reveals concealed damage. A variation is a change to the agreed work, which may affect both cost and completion time. A provisional sum is an allowance for work that cannot yet be fully specified or priced; it is adjusted when the requirements and actual cost are established.
Additional damage should be photographed and explained, with supporting specialist advice where needed. Where there is a contract administrator, the contractor should submit the findings and proposed costs for review and formal instruction under the contract. Any necessary insurer approval must also be obtained: a contract instruction and agreement to fund the additional work are separate matters.
Not necessarily.
Many insurers have their own approved contractor networks and may offer to arrange the repairs for you.
That can be convenient.
But depending on your policy and the way the claim is being settled, you may also be able to put forward your own contractor.
The ABI has previously advised that homeowners with a preferred tradesperson can discuss this with their insurer, with repair costs agreed before work takes place.
AIR’s current guidance also makes the point that homeowners often have more choice over who carries out their insurance repairs than they initially realise.
If you want to use your own fire damage repair contractor, raise it early in the claim.
A serious fire restoration isn’t the same as an ordinary decorating or renovation job.
The contractor may need to understand specialist cleaning, smoke contamination, drying, structural reports, insurer documentation, variations and coordination between numerous trades.
They may also need to work alongside loss adjusters, loss assessors, structural engineers, electricians and restoration specialists.
A contractor can be excellent at extensions and home improvements without necessarily having experience of that process.
The issue isn’t whether they can plaster or fit a kitchen.
It’s whether they can take a complicated insured loss and manage the whole reinstatement properly.
Before appointing a contractor, establish their experience, who will manage the project and how the work will be agreed and paid for. For a substantial reinstatement, the following questions are particularly useful.
Ask for examples and references from projects of similar complexity. Establish who assesses structural damage, who coordinates smoke restoration and drying, and who manages the specialist trades. Electrical, gas and structural work should be undertaken by appropriately competent professionals.
Request current insurance certificates and relevant schedules, including public liability and employers’ liability where applicable. Ask how the works and existing building will be insured during repairs, and whether professional indemnity cover is needed for any design responsibility. Check the arrangements with your buildings insurer: public liability insurance alone does not cover every construction risk or guarantee workmanship.
Confirm who is appointing the contractor and enter into an appropriate written agreement before permanent reinstatement begins. This should incorporate the scope, price, programme, payment terms and arrangements for changes and disputes. A suitable JCT contract may be appropriate; on larger projects, a surveyor can advise on the form and administer it. Insurer approval of a quotation is separate from the building contract.
Agree any deposit, stage payments, payment deadlines and how progress will be valued. Establish whether the insurer pays the contractor directly or pays you, and who is responsible if insurance payments are delayed. Record your excess, privately funded upgrades and any retention expressly agreed in the contract.
Ask for the proposed start date, anticipated duration and key milestones. Identify dependencies such as completed drying, insurer approvals, statutory consents and material deliveries. Agree how delays and revised completion dates will be communicated.
Record specifications, allowances and selections for kitchens, flooring, doors, sanitaryware and decoration. Agree samples or product references before ordering, with written approval for substitutions. Identify any additional cost of your preferred choices before committing to them.
Ask how concealed damage, provisional sums and variations will be documented, priced and authorised. Follow the scope and variation process described earlier in this guide, including any contract-administrator instructions and necessary insurer approval.
Establish who inspects the work, records outstanding defects and agrees their correction. Ask which certificates, approvals, warranties and operating instructions will be supplied. Confirm the complaints procedure and contractual dispute process. Raise problems promptly in writing; where the insurer appointed the repairer, notify the insurer as well.
Finally, agree your main contact and the frequency of updates. Clear responsibilities and written decisions help prevent misunderstandings throughout a lengthy repair.
A cash settlement means the insurer pays an agreed amount for insured damage rather than arranging the repairs itself. It can give you flexibility over contractors and the timing of the work, but it also means taking responsibility for organising the reinstatement. On a substantial fire claim, that is a significant undertaking.
Ask for the detailed scope and cost breakdown behind the offer. Compare these with a quotation from a contractor experienced in fire reinstatement—not simply with a headline estimate.
Check that the proposal accounts for the necessary investigation, strip-out, smoke treatment, drying, structural repairs, services and finishes. Access equipment, waste removal, temporary protection and necessary professional fees can also be substantial costs. A large-looking settlement can still leave a shortfall if essential work has been omitted or allowances are unrealistic.
There is an important distinction between the insurer choosing to settle in cash and you requesting cash instead of a satisfactory repair offer. Where the insurer chooses cash, the FOS expects the amount to reflect your repair costs. If you decline a fair repair offer and request cash, the payment may instead be limited to what those repairs would have cost the insurer. Its negotiated contractor rates may be lower than prices available to you.
Establish whether the figure includes VAT, your policy excess and any other deductions. If VAT is being withheld until incurred, obtain written confirmation of how it will be reimbursed and what evidence is required. Also clarify whether necessary professional fees are included or dealt with separately.
Fire damage is not always fully understood before opening-up and specialist investigations. Ask what will happen if further insured damage is discovered, or if provisional allowances prove insufficient.
Read any “full and final settlement” wording carefully. It may be intended to conclude the agreed claim, making further payment disputed or difficult to obtain. Confirm exactly what is being settled and whether unresolved investigations, additional damage or other claim expenses remain open. Where significant uncertainty remains, ask whether an interim payment can be made while the outstanding matters are assessed.
You may need to appoint contractors, coordinate specialists, agree finishes, manage payments and deal with defects. Confirm how alternative accommodation will be handled while the repairs proceed, including applicable limits and any proposed end date.
Before accepting, obtain a sufficiently detailed repair assessment and written clarification of the settlement terms. An experienced loss assessor can help review the claim and negotiations; a suitably appointed surveyor can advise on the technical scope. A cash settlement can work well, but the decision should rest on whether the agreed funding and arrangements are sufficient to complete the necessary repairs.
Where fire, smoke and firefighting water affect much of a house, the total insurance claim can substantially exceed £100,000. The building does not have to be completely destroyed for costs to reach this level. Reinstatement is only one part of the overall loss: specialist treatment, contents handling, professional input and months of alternative accommodation may also be required.
Before rebuilding begins, the property may need securing, temporary weather protection, structural support, investigation, strip-out and drying. Smoke residues may require specialist chemical cleaning or controlled abrasive or blast cleaning, depending on the contamination and the surfaces involved.
The reinstatement itself may include roofing, structural repairs, electrical and heating installations, insulation, plastering, kitchens, bathrooms, joinery, flooring and decoration. Scaffolding, waste removal and necessary surveying, engineering and contract-administration services add further costs.
The insurer’s own loss-adjusting and investigation expenses are part of its claims-handling expenditure. These should be distinguished from repair-related professional fees that may be covered under the policy.
Buildings constructed or refurbished before 2000 may contain asbestos, including in some soffits, roofing products, insulating boards and textured coatings. Before intrusive repairs disturb potentially affected materials, a suitably scoped refurbishment or demolition survey may be required.
Identified materials may need controlled removal and disposal before the affected repairs proceed. Higher-risk work requires an HSE-licensed contractor; other work may fall into non-licensed or notifiable non-licensed categories. Surveying, removal and any necessary air testing or clearance procedures can add cost and affect the programme.
Under the relevant cover, contents specialists may need to inventory possessions, assess which can be restored, record items recommended for disposal and arrange packing and transport. Cleaning, furniture restoration, replacement possessions, disposal and ongoing off-site storage can all contribute to the overall claim.
If the home is uninhabitable, alternative accommodation may be needed throughout restoration and reinstatement, subject to policy limits.
Where your policy requires a buildings sum insured, it should reflect the full rebuilding cost- not the purchase price or market value. The assessment needs to allow for relevant demolition, site clearance, professional fees and statutory requirements. Contents require their own appropriate level of cover; the different parts of the claim should not simply be added into one buildings figure.
Underinsurance can affect a partial-loss claim as well as a total rebuild. Where an average clause applies fairly, an insurer may reduce payment in proportion to the shortfall, even when the repair claim is below the stated sum insured.
In AIR’s recent experience, insurers and loss adjusters are scrutinising rebuilding values and potential underinsurance more closely. If underinsurance is alleged, ask for the calculation, supporting valuation and the policy wording relied upon before accepting a reduction.
This is one situation where an experienced independent loss assessor can be particularly valuable. They can review the policy wording, schedule and endorsements to establish whether an average clause applies and whether any tolerance provision or waiver limits its use. Some policies allow a specified margin of underinsurance before average applies; others waive average subject to particular conditions. These protections must be checked against the actual policy rather than assumed.
An assessor can also arrange appropriate surveying evidence to examine disputed rebuilding costs and present a reasoned challenge to unsupported measurements, specifications or allowances. For consumer policies, they can consider whether the insurer asked clear questions about rebuilding costs and provided adequate guidance when the cover was arranged.
The purpose is to establish the settlement properly due under the policy and applicable rules. A loss assessor cannot guarantee that a valid underinsurance deduction will disappear, but they can help ensure that the insurer’s calculation and interpretation are examined and that relevant protections are not overlooked.
A localised fire repair may be completed within weeks, but extensive damage can require many months. In AIR’s experience, it is not uncommon for major house-fire projects to take more than a year from the incident to completed reinstatement and the policyholders moving back home. This is a practical observation from our projects, rather than a standard timescale for every claim.
The overall period includes much more than construction. Fire investigations, structural inspections, asbestos assessment, strip-out, smoke treatment and drying may be needed before the reinstatement specification can be finalised. The claim also requires assessment of the proposed work and agreement of the funding.
Some activities can overlap, while others depend on earlier findings. Opening up the building may reveal concealed damage requiring further specialist advice and revised approval. Necessary statutory permissions, contractor availability and delivery times for windows, kitchens or structural components can also affect the programme.
There is no single fixed deadline for settling every fire claim or completing the repairs. Insurers must nevertheless handle claims promptly and fairly, provide appropriate information about progress and settle promptly once settlement terms are agreed.
The Financial Ombudsman Service assesses repair delays according to the circumstances, including the complexity of the work and who caused the delay. A lengthy project is not automatically evidence of poor handling, but avoidable inactivity, missed appointments and unexplained approval delays should not simply be accepted as inevitable.
Ask for a programme that distinguishes investigation, restoration, claim approvals and building reinstatement. For each outstanding stage, establish what is needed, who is responsible and when the next action is expected. Completion dates should be reviewed as the scope becomes clearer, with changes explained.
If you cannot live at home, review alternative accommodation arrangements alongside the repair programme. Check the policy limits and tell the insurer promptly if delays threaten to exhaust the available cover. Where unnecessary insurer-caused delays lead to additional accommodation costs, the FOS may require support beyond the policy limit, depending on the circumstances.
If progress stalls, request a written explanation and action plan. Where concerns remain unresolved, use the insurer’s formal complaints procedure rather than relying solely on repeated requests for updates.
Sometimes, but many significant fire losses make the property unsuitable to occupy.
Even if one part of the building looks relatively unaffected, there may be smoke contamination, unsafe electrics, structural concerns, broken windows, no heating or hot water or large areas of the home stripped back for repair.
The presence of a strong smoke odour can also be an indication that fire residues remain within the building, which may mean further restoration is required before normal occupancy. The IICRC fire-restoration standard treats odour and residue assessment as an important part of determining the condition of a fire-affected property.
Whether it is reasonable to remain in the property should therefore be based on the actual condition of the home rather than whether the fire was confined to one room.
Buildings insurance commonly includes alternative accommodation where the home has been damaged and is uninhabitable while repairs are being completed.
The ABI specifically lists alternative accommodation among the costs buildings insurance may cover when a home cannot be lived in during repairs.
The amount available and the arrangements differ between policies, so check your limits and speak to your insurer before making long-term commitments.
On a major fire claim, alternative accommodation can become a significant part of the overall recovery period.
Fire damage in a flat can involve several insurance policies and several different parties.
There may be a block buildings policy arranged by the freeholder or managing agent, while your own contents insurance deals with your belongings.
If the fire starts in another flat or commercial unit, questions may also arise around the source of the fire and the responsibilities of different parties.
But the practical first steps remain the same.
Make sure the property is safe, notify the appropriate insurer and managing agent, photograph your damage and establish who is dealing with the building reinstatement.
A fire in a rented property involves both an insurance claim and decisions about the tenancy. Notify your insurer promptly, arrange necessary safety and security measures, and keep the tenant or managing agent informed about access, investigations and the proposed repairs.
Landlord buildings insurance generally covers insured damage to the structure and permanent fixtures. Furniture and appliances supplied by you may fall under landlord contents cover. The tenant’s belongings would normally be dealt with through their own contents insurance.
Coordinate access and contents removal before strip-out begins. Tenants’ possessions should not be discarded without appropriate agreement simply because the building needs clearing.
Check the tenancy agreement and insurance policy separately. Some landlord policies provide loss-of-rent cover without covering alternative accommodation. Others provide accommodation cover, or both, subject to conditions and limits.
Where rent is suspended under the tenancy or by agreement, the tenant may arrange and pay for accommodation elsewhere while the landlord claims eligible lost rent. However, loss-of-rent cover does not automatically entitle the tenant to stop paying. Record the agreed rent arrangements in writing and confirm the insurance position.
In England, private landlords do not usually have an automatic obligation to find alternative housing after a fire. Nevertheless, the tenancy agreement, circumstances and applicable law may create additional responsibilities. Different arrangements can apply to social housing and elsewhere in the UK.
If alternative accommodation is covered, ask the insurer who will arrange it, which costs are approved and how long support can continue. Agree whether the landlord, managing agent, tenant or insurer will coordinate the arrangements before anyone makes financial commitments.
Even where there is no obligation to arrange housing, landlords and agents may choose to help tenants find somewhere suitable or access available support. Make clear which assistance is voluntary and what costs have been agreed.
The tenant moving out does not automatically end the tenancy or the landlord’s responsibilities. Record the temporary arrangements, access to belongings, anticipated repair period and the tenant’s right to return. Seek housing advice before agreeing to terminate the tenancy or where rent and rehousing responsibilities are disputed.
Before reoccupation, confirm that necessary repairs, safety checks and applicable approvals have been completed.
Contact your landlord or managing agent promptly and notify your contents insurer if your belongings have been damaged. The landlord’s buildings insurance does not normally cover your furniture, clothing or other personal possessions.
Once access is confirmed safe, photograph affected belongings and prepare an inventory. Obtain advice before disposing of items: your insurer may need evidence of the damage, and some possessions may be suitable for specialist restoration.
Moving out does not automatically transfer responsibility for your possessions to the landlord or building contractor. Do not assume that smoke-damaged furniture or other belongings can simply be left for the repair team to dispose of.
Agree with the landlord or managing agent which areas must be cleared for inspection, cleaning, drying and building repairs. On an extensive reinstatement, this may mean removing all your contents, including items in lofts, cupboards, under-stairs spaces and other storage areas- not just furniture in the main rooms.
If you have contents insurance, ask whether it covers assessment, packing, removal, cleaning, disposal and storage, and who will organise these services. If you are uninsured, discuss practical arrangements and costs with the landlord or managing agent before work begins. Do not enter unsafe areas or attempt hazardous clearance yourself.
Record who will remove each category of belongings, who will pay and when clearance must be completed. Keep an inventory of items removed for storage or treatment, and give clear written agreement for disposal of your possessions.
The landlord’s building reinstatement arrangements do not automatically include clearing, storing or disposing of tenants’ contents. Any separately arranged clearance needs an agreed scope, authorisation and payment arrangements. Belongings left in work areas can prevent repairs from starting or cause delays.
If you need to leave while repairs take place, agree the rent arrangements, access to possessions and your right to return in writing. A temporary move is different from ending the tenancy; do not assume either that the tenancy has ended or that rent automatically stops.
A commercial fire can affect the building, stock, equipment and your ability to trade. While dealing with the physical damage, you may also be trying to retain customers, support staff and keep the business operating from temporary premises.
Notify your insurer or broker promptly and establish who is managing each part of the claim. If you lease the premises, involve the landlord or managing agent and clarify responsibility for the structure, tenant-installed fittings and internal repairs.
Where included, business interruption insurance may cover specified financial losses and eligible additional operating costs arising from an insured fire. The calculation depends on the policy wording, basis of cover, limits and maximum indemnity period.
A reduction in turnover is not necessarily the amount payable. The assessment may need to consider expected trading performance, seasonal patterns, saved expenses and costs incurred to reduce the interruption. Terms such as “gross profit” may have a specific insurance definition that differs from their meaning in your accounts.
Keep financial records and evidence of additional expenditure from the outset. Discuss significant recovery measures, such as temporary premises or alternative operating arrangements, with the insurer before committing to costs.
Managing a substantial commercial claim can become a considerable task alongside keeping the business running. A loss assessor experienced in business interruption can interpret the policy, coordinate supporting evidence, prepare the claim and negotiate with the insurer’s representatives on your behalf.
Your accountant can provide accounts, forecasts and explanations of trading performance. Your broker can assist with the cover and claims process. A specialist loss assessor can work alongside them to connect the financial evidence with the policy’s definitions and settlement provisions, including whether particular additional costs are recoverable.
Before appointing an assessor, confirm their relevant experience, services, fees and regulatory status. Their role is to establish and present the entitlement supported by the policy and evidence.
Agree priorities with the building contractor and relevant specialists. Phased repairs or partial reopening may help reduce disruption, provided safety, contamination and essential services have been properly assessed.
The programme should account for equipment replacement, stock replenishment and necessary approvals as well as construction. Completion of the building works does not necessarily mean normal trading resumes immediately.
Often, yes. Extensive fire repairs can create a practical opportunity to upgrade fittings, change finishes or alter the layout while the property is already undergoing building work.
First, establish what the insured reinstatement should provide. The repair quotation should normally allow for restoring the damaged parts of the property using materials, fittings and finishes comparable in quality and specification to those present before the fire, subject to the policy terms.
“Like for like” and “new for old” describe different aspects of the settlement. Like for like concerns the specification and quality; new for old generally means replacing covered damaged items with new equivalents rather than deducting simply because the originals were older. Neither automatically entitles you to a higher specification or replacement of undamaged items.
For example, if the damaged kitchen had solid timber doors and stone worktops, the quotation should reflect that specification rather than allow only for a basic replacement kitchen. Photographs, invoices and product information can help establish what was there before. Where the original product is unavailable, a suitable equivalent should be considered.
You may be able to choose a more expensive kitchen, different flooring, layout changes or additional building work and fund the extra cost yourself. Agree the arrangements with the insurer and contractor before changing the approved scope or ordering materials.
The quotation should clearly identify the insured reinstatement, any original work being omitted or replaced, and the additional cost of your choices. An allowance approved for a particular repair should not be assumed to be freely transferable to unrelated improvements.
Record the agreed specification, additional price, VAT, payment terms and effect on the programme in writing. Where a surveyor is administering the building contract, changes should follow the contractual instruction and valuation process.
Insurers generally do not have to fund improvements chosen purely to enhance the property. However, work should not automatically be excluded as “betterment” simply because the repaired building will be better in some respect than before.
The Financial Ombudsman Service expects insurer-arranged repairs to be effective and lasting. Sometimes achieving that requires changes to the original construction. Necessary work, including applicable building-regulation requirements, should therefore be identified, supported by technical evidence and presented to the insurer for consideration under the policy.
Finally, consider the effect of private improvements on completion. Additional design work, approvals or material deliveries may extend the programme. Do not assume that the insurer will pay additional accommodation costs arising from delays caused by your optional changes; clarify this before committing to the work.
A properly repaired fire-damaged property should be reinstated so that the damage itself isn’t simply left unresolved.
The important thing is that structural, electrical, smoke and other issues have genuinely been dealt with rather than cosmetically hidden.
Keeping records of substantial structural repairs, professional reports and completion documents can also be useful if the property is sold in the future.
For a major fire, buyers or surveyors may understandably ask what happened and how the repairs were carried out.
Being able to show that the property was professionally restored provides far more reassurance than having very little paperwork and saying it was “all sorted”.
The best prevention is dealing with the source properly before the final decoration goes on.
That means ensuring contaminated materials have been cleaned or removed, hidden areas have been considered and suitable preparation or sealing treatments have been completed where required.
If there is still a strong fire smell before the painting starts, that should be investigated rather than simply covered up.
A completed room should not rely on air freshener or fragrance to disguise underlying fire odour.
If the smell returns after reinstatement, raise it with the contractor and insurer promptly rather than assuming it is simply something you need to live with.
After a fire, it’s completely understandable to become much more conscious of fire safety.
The latest official statistics for England show there were 26,180 dwelling fires attended by fire and rescue services in the year ending March 2026, of which 23,795 were accidental. Cooking appliances remained the largest specified ignition category, accounting for 42% of accidental dwelling fires.
You can’t remove every risk, but there are sensible precautions worth reviewing once the property is reinstated.
Make sure the home has appropriate working smoke alarms and test them regularly. Keep cooking areas supervised, replace damaged electrical equipment and don’t overload sockets or use obviously defective chargers and cables.
If you smoke, take particular care with disposal. Official statistics show that smoking materials account for a relatively small proportion of accidental dwelling fires but a much larger share of associated fire-related fatalities.
It’s also worth reviewing heaters, candles and other ignition sources and making sure everybody in the household knows how they would leave the property if a fire started.
Your local fire and rescue service can provide much more detailed home-fire-safety advice.
Smoke alarms provide early warning, which can give occupants valuable time to escape.
London Fire Brigade recommends working smoke detection and regularly testing alarms, with heat alarms more suitable for some areas such as kitchens.
If your property is being substantially rewired or rebuilt following a fire, it’s worth discussing the appropriate alarm provision with the relevant electrician, building professional or fire-safety specialist as part of the reinstatement.
The repair should not simply recreate outdated safety arrangements where current requirements or sensible improvements need to be considered.
Use this checklist to keep track of the main stages. Acceptance of the claim and approval of repair costs are separate decisions. Some assessments may happen while the insurer considers cover, and urgent safety measures should not wait.
Emergency exception: Necessary action to protect people or prevent further damage may need to proceed before written approval is available. Notify the insurer as soon as possible and retain photographs, invoices and an explanation of why the work could not wait.
When the flames are out, it’s easy to think the worst part should be over.
But for many property owners, that’s when the practical work begins.
There may be a building you can’t safely live in, rooms full of smoke damage, belongings to catalogue, an insurer asking for information and a long list of repair decisions you’ve never had to make before.
That’s where we come in.
Action Insurance Repair specialises in insurance reinstatement and fire and smoke damage repairs across the North West.
We can support you from the initial damage assessment through to the finished reinstatement.
We’ll assess the visible damage and consider the less obvious areas where smoke, heat or water may have travelled.
AIR’s current fire service aims to attend properties promptly and document both visible and hidden fire and smoke damage before preparing the repair proposal.
Once we understand the damage, we prepare a detailed repair scope and quotation that can be submitted to your insurer or loss adjuster.
The aim is to give them enough information to properly understand what needs doing and reduce avoidable back-and-forth.
Where required, we can coordinate specialist smoke cleaning, deodorising, soot removal, drying and other restoration work before the main reinstatement begins.
Fire repairs can involve everything from roofing and glazing to electrics, joinery, plastering, flooring, kitchens and decorating.
Rather than leaving you to find and coordinate several separate contractors, we manage the project from start to finish.
If your claim would benefit from somebody acting on your behalf, we can also work alongside trusted independent loss assessors who can manage the insurance side while we handle the repair.
That can be particularly useful on large or complicated fire losses where the claim itself becomes a significant job.
After a fire, the last thing you need is to spend weeks wondering what’s happening with your home.
We keep clients updated, explain what stage the work has reached and let you know when we’re waiting for information or approval from another party.
It sounds simple, but on a long and stressful repair, that communication matters.
Quick answers to the questions property owners most often ask after a fire. Open any question to read more.
Do not re-enter the property until the fire service or another appropriate professional has confirmed it is safe.
Once you’re able to do so, contact your insurer, secure the property, photograph the damage and avoid disposing of items until the insurer or restoration team has advised you what should be retained.
Do not reconnect utilities yourself if they have been isolated following the fire.
Only once the appropriate professionals have confirmed it is safe.
Fire can weaken structures, damage electrical systems and leave hazardous residues even after the visible flames have gone.
Fire is one of the main risks commonly covered by home insurance.
Buildings insurance generally deals with the structure and permanent fixtures, while contents insurance relates to your belongings, subject to the policy terms and limits.
Smoke damage resulting from an insured fire can form part of the overall claim, subject to the policy.
This is important because smoke can affect rooms and systems well beyond the area where the flames were located.
Fire damage is caused directly by heat and flames.
Smoke damage occurs when smoke, soot and other combustion residues travel through and settle on other areas of the property.
A room can therefore suffer significant smoke damage without ever being directly touched by flames.
Potentially throughout the whole property.
Smoke can move through doorways, stairs, gaps, ceiling voids and other openings. In AIR’s own projects, smoke from one area has affected multiple floors and rooms elsewhere in a building.
Yes.
Smoke can enter neighbouring or adjoining properties even if the fire itself remains elsewhere.
Flats, terraces and properties above commercial premises can all suffer substantial smoke contamination from another unit.
Smoke residues may remain on or inside porous materials, underneath floors or in hidden areas.
Professional fire restoration treats odour control as part of identifying and removing those residues rather than simply covering the smell with fragrance.
Minor odours may reduce with time and ventilation, but a persistent strong smoke smell can indicate that contaminated material remains.
If the smell continues after cleaning, the source should be investigated before permanent decoration is completed.
Not as the only treatment.
Affected surfaces normally need appropriate cleaning and preparation first. Specialist stain-blocking or sealing products may form part of the eventual decoration where suitable.
Painting directly over heavy residues risks leaving staining or odour unresolved.
The method depends on the type of residue and wall surface.
Professional cleaners may use specialist dry or wet cleaning methods and, in some cases, other restoration techniques. You should be cautious about scrubbing soot-covered absorbent surfaces yourself before the damage has been assessed.
Fire residues can contain contaminants from the materials that burned, so heavily affected areas should be treated with appropriate caution.
Use professional advice and suitable protective measures rather than assuming soot is simply ordinary household dirt.
Smoke deodorising is the process of dealing with fire-related odours after contaminated materials have been cleaned or removed.
Different fires and materials require different approaches, which is why professional restoration standards do not prescribe one universal odour treatment for every property.
Yes.
Smoke and fine residues can move through gaps and into concealed spaces.
Persistent smoke smell beneath flooring is one reason floors sometimes need lifting during fire restoration.
Electrical installations and appliances can be affected by smoke, heat and firefighting water.
Items that have been heavily exposed shouldn’t simply be switched back on without suitable assessment.
It can.
Whether a boiler needs cleaning, repair or replacement depends on the level of exposure and the advice of an appropriately qualified professional.
AIR has dealt with a fire claim where heavy smoke contamination resulted in boiler replacement.
It can form part of the resulting damage from the incident.
Water from hoses or sprinkler systems may affect floors, ceilings, walls and insulation and can require extraction and structural drying before reinstatement.
If significant firefighting water has entered the property, drying time depends on the amount of water, construction and materials affected.
As with any structural water loss, moisture readings are more useful than relying on an arbitrary number of days.
Yes, where firefighting water or weather exposure leaves building materials damp for an extended period.
The wet areas should therefore be assessed and dried as part of the wider fire restoration.
No.
Some building materials and contents can be successfully cleaned or restored.
Others may need replacing because of direct fire damage, contamination, heat distortion, water damage or the practical difficulty of restoring them.
Sometimes.
Specialist contents restoration can be effective for certain furniture and possessions depending on the materials and severity of the damage.
The insurer or restoration company should assess whether cleaning is sensible before the item is discarded.
Some can.
However, heavily smoke-affected clothing may need specialist cleaning because unsuitable methods can make odour more difficult to remove.
Food exposed to heat, smoke or contamination may be unsafe and fire services generally advise discarding affected food.
Take photographs first where practical if you’re claiming for the loss.
Not necessarily.
The repair depends on the extent of direct fire, heat, smoke and water damage and whether unaffected elements can reasonably be matched.
Some kitchen fires result in local repairs, while others require complete replacement.
The structure may need specialist assessment and potentially substantial rebuilding.
If the roof is open to the weather, temporary protection may also be required quickly to prevent further water damage.
Not for every fire.
However, if structural steel, roof timbers, lintels, masonry, floors or other load-bearing elements may have been affected, a structural engineer may need to inspect and specify repairs.
There is no reliable single average because the scale varies enormously.
A small local repair may cost relatively little, while major structural fires can create insurance reinstatement projects worth tens or hundreds of thousands of pounds.
The only meaningful way to establish the cost is to assess the property and prepare a detailed scope.
Minor repairs may take weeks.
Major fires involving structural work, investigations, smoke cleaning, drying and complete reinstatement can take many months.
The insurance approval process and material lead times can also affect the overall programme.
The insurer may still be waiting for specialist reports, cause investigations, repair scopes or cost negotiations.
Significant claims can also uncover hidden damage during strip-out, requiring variations and further approval before the repair continues.
A loss adjuster is generally appointed by the insurer to investigate and assess the claim on its behalf.
They may inspect the property, review the proposed repair costs and report their findings to the insurance company.
A loss assessor represents the policyholder.
They can manage the claim, prepare evidence, communicate with the insurer and negotiate the settlement where required.
Not necessarily.
But for a major fire claim involving substantial reinstatement, structural work or lengthy negotiations, an experienced loss assessor can be very helpful.
Not always.
Depending on your policy and the proposed settlement route, you may be able to use your own contractor, although the insurer will normally want the repair costs agreed in advance.
If AIR covers your area, you can ask us to assess the property and prepare an insurance-ready scope and quotation to present to the insurer or loss adjuster.
Where appropriate, we can also work alongside an independent loss assessor.
That depends on whether the settlement genuinely reflects the full cost of the required work.
Because fire damage can involve hidden structural, smoke and water damage, it is sensible to have a detailed repair scope and realistic contractor pricing before agreeing a final figure.
It should be documented and added to the repair scope where it relates to the insured incident.
The contractor may need to obtain specialist reports and submit a variation for insurer approval before the additional work proceeds.
Possibly after a very small incident, but many significant fires make a home unsafe or impractical to occupy.
Smoke contamination, damaged utilities, structural concerns and extensive repairs may all mean alternative accommodation is necessary.
Buildings insurance commonly provides alternative accommodation where insured damage makes the property uninhabitable, subject to the policy terms and limits.
Often, yes.
You can usually discuss privately funded upgrades with the contractor while the insured reinstatement is taking place, provided the two parts of the project are clearly separated.
It shouldn’t simply be accepted as inevitable.
A persistent fire smell can indicate unresolved residues or contaminated materials. A properly managed restoration should investigate and address those sources before the project is considered complete.
AIR’s fire and smoke service includes fire damage cleaning, deodorising, specialist soot removal and complete reinstatement, with the exact approach based on the damage at the individual property.
As early as possible once the property is safe and the emergency response has finished.
Early involvement gives us an opportunity to properly document the damage, identify likely repair requirements and prepare the information your insurer will need before too much of the original evidence has disappeared.
If you’ve reached the end of this guide, hopefully you now have a clearer idea of what happens after the fire brigade leaves.
The important thing to remember is that fire restoration is rarely just about replacing what has burnt.
There may be smoke and soot far beyond the original fire, water from firefighting, hidden structural damage and a lengthy insurance repair to coordinate.
The best results usually come from getting those stages in the right order: make the property safe, understand the full extent of the damage, clean and dry the building properly, agree the repair scope and then carry out the reinstatement.
At Action Insurance Repair, that’s exactly what we help with.
We can assess the fire and smoke damage, prepare an insurer-ready scope and quotation, coordinate specialist restoration work and manage the complete repair once everything has been agreed.
Send us photos on WhatsApp for initial advice, or get in touch to arrange your free fire and smoke damage survey and repair quote.
Prefer to speak to someone? Call 01254 665 333.
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