worried sick , cracks in house

Annemos

Good evening 78daniel. 

What I am suspecting might be happening here is the following.........


From memory, you have been involved with Morethan/RSA.  

RSA has completely pulled out of the market for Home Insurance.

So I am wondering if the old Contracts that had been in place for Companies involved in their claims have started to come to an end. (Have not been renewed.) 

(Loss Adjuster Contracts, Monitoring Company Contracts etc. ) 


I think if I was you, I would ask them just what the reason is for the sudden change? And ask them if a new Company would also be able to use the reports that have already been generated up to this point. So all the work up to now has not been wasted. And furthermore, will the Old Company liaise with the New Company and send all their Reports and Data across??


Also, if you have been very happy with what has been done so far...........perhaps you might feel it is worth asking  them......after all the work that has been done already, is there any way you can be kept on with the original company, even though the regular Inter-Company Contracts may now have changed due to the RSA Company reorganisation? (If that IS the reason for the change.) 

Good luck. 


(It is hard to say whether there will be any difference between the Companies. Actually, mine was also transferred after a big Complaint from me had gone in about the first Company. The second new Company did have access to all the old Reports that the first Company had generated.)

78daniel

i beleive all previous reports have been sent to new company also they have stated they will include some of the damage previous company had excluded

78daniel

update about claim

firstly, thanks to everyone for the previous responses and help with this issue.

insurers have now completed monitoring and stated tree roots cause of damage. trees have been removed.

builders have been to see repairs needed and have sent us copy of report.

however, they have not included external garden stone walls which have also been damaged by the roots and have become very loose.

the wall is at the edge of the pavement/pathway, and may be at risk of stones falling and causing injury to passers by.

i did show this to the contractor who took photos and said they would be mentioned in report, however there is no mention of repair to this wall.

should the insurers be responsible for repair to this wall?

also, should they provide alternative accomodation whilst the repairs are being carried out. as there will be substantial disruption as most of the house will be affected and there will be lots of dust etc?

would it be worth appointing loss adjustor or is it too late?

Bigphil1474

When we had subsistence repairs taking place, we didn't move out. The worst day was when they had to remove all the asbestos containing artex from the living room and master bedroom. Fortunately they did that all in one day and we had the rooms sealed off so we could use the kitchen as a sitting room and had access to the loo. Ours was then essentially strapping the front of the house to the sides, replastering, replacing bay window, and we decorated ourselves afterwards (to cover the excess). Probably about a week's work from memory. It will depend on the works required. I suspect they'll be reluctant to provide alternative accommodation apart from maybe the odd night ££££.

I'd say it's worth questioning about the wall. We forgot our front garden wall and it wasn't done and it was leaning about 10% off vertical. Fortunately it was leaning the same 15 years later when we moved out, so no harm I suppose.

Annemos

Good evening.

This is really good news. I am very happy you have progressed so far.

They don't move people out unless it is really, REALLY bad.

Otherwise, we are usually expected to move around the works.

My Living Room had to be cleared out completely and it ended up being like that for several weeks, because I had submitted a complaint about the outside works. (It all came to a standstill.) All that furniture was spread around the rest of my rooms, so they were all full. Only the kitchen and bathroom were clear. And to get to the Bathroom, I had to do a shimmy to get around the Sofa which was stood on its end in the VERY small adjoining hall.

Once they did start, the Living room was done in about 2 weeks and that included the ceiling artex being ripped off by the Asbestos Removers (room sealed off for half a day) and then new ceiling boards put in and replastering. Then coving. Also, a dot and dab plasterboard system was put on the main wall that had cracked. Then painting, skirting boards etc.

When it was finished it looked absolutely fantastic. I was thrilled to bits with it.

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As regards the garden wall: my brick wall had the zigzag cracking exactly where the Subsidence and Tree Roots had been located. (Cracks on the Corner of my home matched the location.) So, the contractors put a Helibar in it to strengthen it and did some repointing. Do you have any old photos that show what the wall was like before the Subsidence took place? That might help to show that it has indeed suffered damage related to the Subsidence. Do query this and ask them to fix it to make it safe and the wording is….. "To restore the wall to the condition it would have been in, had the subsidence not occurred, in order to indemnify you, under your Insurance Policy".

(Just check in your own Policy, but I think most Policies do say that garden walls which have suffered damage from Subsidence will be repaired, if the building has also suffered Subsidence.)

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You are nearly there….. are you now like me? I don't think one can call me a Tree Hugger anymore. I had a man round last month to prune a tall Photinia Bush, and the sound of his chain saw filled me with absolute joy!

78daniel

well i thought it was going to be plain sailing , but unfortunately thats not the case.

received scope which is very vague and difficult to understand exactly which parts of the property/each room are going to be repaired, just states some measurements and crack repair.

i have requested a call out to discuss scope and have it explained clearly room by room and show damage which has been missed out, however just offered a phone call.

no mention of remedial work to foundations. - i have raised query about this and they have said its not required as trees were problem which have now been removed.

other damage which was originally shown/ mentioned to engineer not included, despite the fact that when engineer came agreed was caused by subsidence.

original report contradictory, in one part stating damage to drains not caused by subsidence , then further in the report stating cracked drain caused by subsidence.

i am concerned about heave (which i was not aware of before) as i have read that remedial work to trees /roots may cause this which may lead to subsidence again, and scope states only 12 months guarantee on works, and refusal to do any remedial work on foundations, which may affect taking out house insurance on renewal.

no mention at all about wall which i had shown to the contractor who took photos and said it would be included in works. wall goes along whole length of houses on street, however, damage is only in front of our house.

better stop rant now, sorry for lengthy post and thanks for reading

Annemos

hello78daniel

Just some general points.

1 Do you know the age of the Trees that were cut down? As a general rule, if they are the same age as, or younger that your building, then they do not normally cause heave. Also, the engineer of the Loss Adjuster should have taken this into account when they decide what to do as a remedy.

The problem of heave can more likely arise, if a tree is taken down which is OLDER than the building.

2A As another general rule, only about 5% of properties need to be underpinned. And Tree removal will hopefully be sufficient to take away the Cause, without anything needing to be done to the foundations. In my own case, the Trees were taken down in the March…. the cracks had closed up over the previous Winter season, when the rains went into the clay soil….. and after that the cracks never opened up again, because the trees that did the drying out had been removed in March before drying out could occur again.

The Ombudsman allows the Ins Company to try this out first, and as I say, Tree Removal normally works as a remedy.

2 B If within about 3 to 5 years, the cracks do start opening up again. Go back to the Insurance Company and ask them to re-open the claim, as they would then need to find another solution to the damage. And then the Ombudsman would likely also agree, if damage is still occurring and getting worse in the same place.

3 Keep asking them if you feel there is any damage they have not clearly agreed to repair. I wrote a Formal Letter to mine with a clear list of what I wanted to be repaired in my rooms and to the outside brickwork and I asked them to get back to me if anything was not going to be done and why they were taking that position. You then also have clear evidence if you ever need to put in a complaint to the Ombudsman. (You want all Subsidence-related damage to be repaired so that you are put back in the position you were in before the Subsidence occurred.) Take lots and LOTS of photos of EVERYTHING before and after repairs.

UPDATE 4 Be sure to get a Certificate of Structural Adequacy from the Loss Adjuster after the repairs have been done. This will describe the remedy and also what has been done (Tree Removal and Repairs). This is also required by Insurers in the Future.

5 Are you able to stay with the same Insurer who is doing the claim? Are you one of those whose Insurer has pulled out of the market? (Like me now!!) That Insurer should have made arrangements for you to get a new Policy with another Provider at renewal.

78daniel

Many thanks Annemos,

you are really a blessing in disguise , and after reading your posts my mind is at ease.

I really appreciate the time and effort you give in your replies.

I was considering appointing a loss adjustor , however , i dont think its necessary now.

I have noted all your points and will definitely take on board points 3 and 4.

Would it be wise to ask them prior to them commencing the repairs ,if they are going to supply me with certificate of structural adequacy form after the works have been completed, as they have stated only 12 months guarantee.

My insurer pulled out just before i initiated my claim, so i was already covered by them. On renewal , the next insurers initially would not insure , but after a few phone calls to and afro they reversed their decision.

only time will tell what will happen at next renewal.

Annemos

Yes, do double check with them that you will be getting the Certificate of Structural Adequacy. They do have to give you this.

And if you wish to do so…. also say that you would like them to consider your own list of repairs and comment on it, before they actually start repairs. It is not much good asking the repair men yourself, as they just do what they are told to do by the Loss Adjuster.

(I did a list room by room of what I thought should be done and sent it to them for their comments. And I was doing this by Email attachment, so I had everything in writing.)

Also, the repairs to be done need to be contained in the Format of a formal "Scope of Works". (Sometimes called a "Schedule of Works". Or a "SOW".) Mine also had diagrams and showed room by room. So that everyone involved is aware of exactly what is to be done and what exactly is being paid for. (Insurance Company, Loss Adjuster-Engineer, Contract Repair Company, the Customer.)

In fact, it was that Formal SOW, once finalised, that was also attached to my Certificate of Structural Adequacy, as a formal description of the Repair Works that had been carried out.

(So the Certificate of Str Ad went something like this: Claim concerning Subsidence Damage due to action of Tree Roots…… Remedy Trees were cut down…… Repairs: please see attached SOW.)

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Thanks for the thanks. It is a question of none of us not knowing how all this works, until we find ourselves in the middle of it!

You should not need your own Loss Assessor or Loss Adjuster, as it may now only be a question of more like cosmetic repairs, if you see what I mean.

I did have ugly damage on my front wall inside, where the plaster had all disintegrated and pulled away from the lintel above the window…… that was repaired beautifully by that whole wall having a "dot and dab new plasterboard sheet" stuck onto the whole wall. And because the outside cracks had all closed up, that only involved outside repointing.

78daniel

Also, the repairs to be done need to be contained in the Format of a formal "Scope of Works". (Sometimes called a "Schedule of Works". Or a "SOW".) Mine also had diagrams and showed room by room. So that everyone involved is aware of exactly what is to be done and what exactly is being paid for. (Insurance Company, Loss Adjuster-Engineer, Contract Repair Company, the Customer.)

The SOW does have diagrams room by room , however diagrams do not show exactly which area of room will be renewed/repaired. Just states 'rake out and repair cracks' . and shows image/layout of room , but there are no marks showing which part of each wall be repaired.

sorry, i'm not very technical, thats why i requested contractor to home visit and go through room by room.

however, i will now make a list room by room and send it to them.