What should I do before the restoration crew arrives?

First: decide whether the property is safe to enter

Leave and call emergency services for active fire, gas odor, collapse risk, or medical danger. Stay out of standing water near outlets, appliances, or an electrical panel. Do not re-enter a fire-damaged structure until the responsible authority clears it. Avoid sewage and outdoor floodwater.

For active water

1. Shut off the fixture, appliance valve, or main only if the route and control are safe.
2. Do not touch wet electrical equipment.
3. Photograph the source, water line, each affected room, and the level below.
4. Move dry, light contents away from the edge; do not lift saturated furniture alone.
5. Do not open walls or pull flooring until the source and moisture path are documented.

For fire and smoke damage

1. Follow fire-department restrictions and utility instructions.
2. Do not wipe walls, appliances, electronics, or delicate finishes with a random cleaner.
3. Limit movement of affected contents into clean rooms.
4. Photograph rooms from the doorway when entry is authorized.
5. List essential medications, documents, clothing, or work items that may need priority access.

For sewage, floodwater, or suspected contamination

Close the area when possible and keep people and pets out. Do not shop-vac, mop, or aim fans across the surface. Avoid running an HVAC system that draws from the affected area. If you crossed the area, prevent footwear and clothing from tracking into clean living spaces.

For visible or suspected mold

Do not disturb growth, cut the wall, brush it, or aim a fan at it. Record the location and likely moisture source. Note any past leak, roof event, condensation, musty odor, or health concern, but avoid making a diagnosis from color. Move only unaffected contents that can be reached without crossing the suspected area.

Prepare the information that saves time on arrival

• exact address, unit, gate, parking, and entry instructions;
• best on-site and off-site contacts;
• source status and who is addressing it;
• affected rooms, levels, and neighboring units;
• known electrical, structural, contamination, pet, or occupant concerns;
• insurance carrier and claim number if already available;
• building manager, landlord, HOA, or tenant contacts when relevant.

Keep a clear path to the affected area, utility controls, and likely equipment location without moving dangerous or contaminated items.

Frequently asked

Should I start fans before the crew arrives?

Only for a clearly clean-water loss when electricity is safe and there is no visible mold or contamination concern. Fans can spread sewage aerosols, fire residue, dust, or mold and can drive moisture into unintended paths.

Should I remove wet carpet?

Photograph it first and wait for a material and contamination assessment when practical. Carpet, pad, tack strip, flooring below, and the water source all affect the decision.

Can I clean soot off the walls?

Avoid untested household cleaners. Soot chemistry and wall finish vary, and rubbing can smear residue or drive it into porous paint. Limit handling until a cleaning method is selected.

What if I cannot be at the property?

Arrange an authorized adult, property manager, building representative, or lockbox/access plan. Make sure the person on site knows who can approve work and how to reach you.

What should I tell the dispatcher first?

Lead with any immediate danger, whether the source is active, the exact address, affected rooms or units, and the best callback number. Details about insurance and repairs can follow.

← All Main Line Restoration guides