When a water-damage job doesn't go to plan (S500)

In plain English

The S500 sorts project problems into four kinds and expects the restorer to understand them and tell the right people. Before non-emergency work starts, known or expected limitations and complexities — and what they mean for the job — should be discussed and approved in writing by the restorer and the owner.

Limitations are restrictions someone else puts on the scope, the plan or the results: the leak hasn't been fixed, the money is limited, containment isn't allowed on a contaminated job, the restorer is told to extract Category 3 water but leave contaminated carpet, drywall, insulation, block or textiles in place, or to return contaminated belongings without cleaning them. Only the owner (or the owner's agent) can impose a limitation; if an insurer or anyone else tries to, the owner should be told and approve it first. Any limitation that keeps the job from meeting the standard should be spelled out in writing.

Complexities make a job harder without stopping it from being done properly: tight access, after-hours or deadline work, bad weather, permit-required confined spaces, a business staying open or people living in the house, occupants wanting access, no room for equipment and debris, or a sensitive setting such as a hospital ward.

Complications arise after work starts and change the scope or plan: mold that expands the job, a weather change, delays, a client who needs it finished sooner, a new leak, burglary or fire while the restorer has the building, or hazardous or regulated materials found mid-job. The owner should be told in writing as soon as practical, and a written change order may be needed.

Conflicts are disagreements about how the job should be done. When the owner's limitations or other conditions prevent compliance with the standard, the restorer can negotiate, decline the job, stop work, or proceed with appropriate releases and disclaimers — and the resolution should be documented.

These problems spill over. Hazardous or regulated materials call for a careful look at whether the crew is qualified at all — some need hazmat training, some specific training and licensing, some a specialist. The restorer's own insurance may exclude certain work (mold, for example), so a job that grows mid-stream may not be covered, which puts the restorer and others at risk; some places require restorers to carry insurance. Changes made without proper paperwork breed contract disputes. And if a condition is illegal or unreasonably dangerous, it must be resolved, or the job refused or stopped. Restorers must avoid anything illegal or likely to injure workers, and should avoid anything likely to harm occupants. The reasons for a work stoppage should be documented, and the S500 recommends an attorney review the decision.

The S520 mold standard sets out the same four kinds of problems in nearly the same terms and adds two points. Agreements resolving a conflict should be in writing, with any releases, waivers and disclaimers reviewed by a qualified attorney. And in apartments, condos and multi-tenant buildings, shared parts like fire-rated walls and ceilings bring their own limits from leases, landlord-tenant contracts, association rules and building codes: who must give permission, who pays, which tenants are notified and whose insurance applies.

Key points

• Limitations: only the owner can impose them, in writing.
• Complexities make it harder; complications change the scope — tell the owner in writing, change order if needed.
• Conflicts: negotiate, decline, stop, or proceed with releases — and document it.
• Check the crew is qualified for hazardous materials, and that insurance covers the work.
• Illegal or dangerous conditions: fix them, refuse the job, or stop work.

Official text

This topic is covered in our own words because the standard behind it is copyrighted; we cite it below rather than reproduce it.

Citations

• IICRC S500, ANSI/IICRC S500 Standard for Professional Water Damage Restoration — Secs. 11.1–11.6.4, limitations, complexities, complications, conflicts, hazardous materials, insurance, change orders, work stoppage, pp. 53–55. Best practice
• IICRC S520, ANSI/IICRC S520 Standard for Professional Mold Remediation — Secs. 8–8.9, limitations, complexities, complications, conflicts, hazardous materials, common walls, change orders, insurance, work stoppage, pp. 42–43. Best practice

Related topics

• Contracts, change orders and paperwork on a water-damage job The S500 expects a restoration company to run jobs on written paper: a signed work authorization from the owner (or their authorized agent) before any work, which can... Best practice
• The water-damage restoration workflow, step by step The S500's procedures put its five principles of water-damage restoration into practice: keep workers and occupants safe, document and inspect, stop further damage,... Best practice
• How a water-damage inspection should be done Before arriving, a restorer gathers what they can from the owner or their agent — the kind of building and how it's used, where the water came from and when, whether... Best practice
• When a water job turns up mold or asbestos Buildings that stayed wet a long time, or are wet over and over, can grow mold. The S500 says that when restorers find mold during a water job, any work that could... Best practice
• Buying or selling a home with a mold history If a licensed Texas remediation was done on a property, the remediator was required to give the owner a Certificate of Mold Damage Remediation, and the law requires a... Texas law