The alternative accommodation journey

Your property has suffered an incident. It could have been from leaked water, storm, accidental or malicious damage, fire or flood that makes part or all of it uninhabitable and/or requiring remediation works. Your immediate priority is to assure you and your family are safe from any danger. Then your first contact is with your Insurance Company to initiate your claim.

Your Need

Your Insurance claim handler will assess your need for immediate alternative accommodation – and if required contact us with a claim instruction for alternative accommodation.

Depending on the nature, extent and complexity of your claim a Loss Adjuster (LA) may be appointed and our instruction may come from them.

We’ll contact you within one hour of receiving an instruction relating to your claim.

Every time we contact you by phone we’ll need to ask 3 questions to confirm we’re speaking to the right person. We know this can be frustrating especially if it was only moments ago we were last talking – but it is to protect you and your information as defined by the Data Protection Act.

Please bear with our questions as your answers are essential to help us fully assess which accommodation would be best for you. We know it can be irritating if we ask you for information already known by your Insurer/LA – but if we ask, it’s because we don’t have it from the instruction we receive.

Your Accommodation

The type of accommodation you’re offered will be dependent upon the circumstances of your claim. If you only need to be out of your home for a couple of days or weeks, then you’ll probably be accommodated in a hotel or B&B.

If it looks like you’ll be out your home for several months due to the extent of damage, it’s more likely that a self catering apartment or holiday let would be most suitable. For periods over six months, we’ll search and secure a suitable rental property for you. If your home is uninhabitable you should expect to be accommodated in a hotel while your short or long term let is secured.

Our aim is to provide you, your family and pets, with accommodation that will let you carry on as ‘normal’ – commuting to work, taking children to school and/or taking part in your usual leisure activities.

Our ‘at home’ kitchen and bathroom solutions can help you stay at home or get you back there sooner. We’ll also take care of any furniture removals and storage that may be needed.

Our Role

We book and pay for your accommodation and provide confirmation to you and your Insurer/LA.

We’ll provide you with a Customer Information Pack with specific information relative to your AA type.

We’ll follow your claim progress with your Insurer/LA and extend or arrange new accommodation based on the updates and authorisation they give us.

We know frequent, regular, proactive and responsive informative communications are essential for you.

We understand its unsettling for you to have to move accommodation and appreciate that you’d rather be at home. Please be assured we’re doing our best to secure consistent convenient accommodation for you for the duration.

Our Solutions

The only true emergency accommodation solution comes in the form of temporary kitchen and bathroom pods, and modular living pods. Providing you’ve space to accommodate and the condition of your property allows – these solutions are totally flexible to meet your needs for any temporary duration. If not suitable from the outset, we keep in mind as a solution throughout your claim that could get you home earlier.

The other solutions we source, such as hotels, apartments or holiday lets, exist primarily to service other markets such as leisure and corporate travel. Consequently they can be less flexible and only partially available for the duration needed, especially in popular holiday destinations at peak times or in proximity to large sporting or leisure events.

We have years of experience of arranging emergency and alternative accommodation and have longstanding partners who do understand your needs differ from their primary markets. We’re here to navigate you through the inevitable bumps in your alternative accommodation journey.

We want what’s best for you

With the internet at our finger tips on our smart phones we understand you’ll probably conduct your own accommodation searches. The rise in staycations over the past couple of years has seen a massive growth in consumer facing platforms to search and book accommodation.

The main difference when we search for accommodation is that we use our supplier partners who assure the accuracy of description, fire, gas and electrical safety and adequate insurance coverage. You’ve already had one loss, we do everything we can to avoid further losses, ensuring your comfort and safety.

We’re here 24/7 to support you with any issues with your accommodation.

Sometimes the most convenient and appropriate solution is to stay with friends or relatives – we won’t be offended – we can still help with any removals and storage, if needed.