CASE STUDY

Compassionate Flood Recovery Support – Price Brothers & MA Assist

Background
In December 2024, one of our customers experienced a devastating flood at her property due to an overflow of storm drains. The entire ground floor was affected, requiring all contents to be relocated to
storage and upstairs rooms. Mrs M, a vulnerable individual who had sadly lost her husband a few years prior, requested to remain in her home throughout the restoration process. This case presented unique
challenges, blending technical restoration with emotional support for a customer in distress.

Immediate Response
Price Brothers were instructed to undertake the restoration works and responded within 24 hours of instruction. Recognising the emotional and physical vulnerability of the customer, the team prioritised
clear communication, empathy, and reassurance throughout the claim. Their swift mobilisation ensured safety measures were in place before further damage occurred.

Flood-damaged living room with bare, dirty floor and stained walls Flood-damaged kitchen with mud on the floor and stained walls

Challenges & Solutions
The restoration process was not without obstacles. Price Brothers demonstrated adaptability and compassion in addressing these challenges:

Heating Loss During Winter
With the flood causing a complete loss of heating just before Christmas, Mrs M was relying on a single plug-in heater. Price Brothers quickly identified this as insufficient and sought permission to purchase
additional heaters, ensuring the home remained warm and safe during freezing conditions.

Festive Season Support
On Christmas Eve, Price Brothers made a final visit before the holiday shutdown. They brought material samples to expedite decision-making and offered emotional support. Understanding that Mrs M would
be alone during the festive period, they delivered a thoughtful Christmas hamper containing a full Christmas dinner, non-alcoholic fizzy grape juice, biscuits, and hand-drawn Christmas pictures from the children of Price Brothers staff. This gesture was deeply appreciated and brought comfort during a difficult time.

Christmas tree with red baubles and wrapped presents beneath it

Ongoing Care & Communication
In January, Mrs M raised concerns about unpaid electricity costs related to drying equipment. Price
Brothers escalated the issue promptly, resulting in swift reimbursement. They also assisted with submitting electricity bills to the insurer when email proved challenging. Weekly contact was maintained to keep Mrs M informed of progress, plans, and any changes. To minimise disruption and maintain familiarity, Price Brothers even volunteered to replace a carpet themselves, reducing the
number of contractors involved.

Newly fitted kitchen with wood-effect units, oven and washing machine after flood repairs Repaired living room with fresh walls and drying equipment on the floor

Outcome & Feedback
The works were completed to a high standard, earning consistent praise from Mrs M, Upon completion, a heartfelt satisfaction note was received:

‘More than excellent, went above and beyond. No hold ups due to Price Brothers. Everyone at Price Brothers have gone above and beyond and couldn’t have done anymore if tried, very empathetic and no job too big. Amazing.’

Even after the works were completed, Price Brothers continued to check in with Mrs M, demonstrating their commitment to customer care beyond contractual obligations.

Key Takeaways
• Empathy and responsiveness are critical in supporting vulnerable customers.
• Proactive communication and personalised gestures can significantly enhance customer experience.
• Going beyond the scope of work builds trust and long-term relationships.

A Better Way