By Jason Lokhmatov, Encore Construction
If water is spreading through your home, the first thing I want you to do is make sure everyone is safe and stop the water if you can reach the shutoff without putting yourself at risk. Don't start pulling up flooring, tearing out drywall, or trying to figure out what your insurance company might cover. I've seen homeowners focus on cleaning up the visible water while moisture continues spreading underneath the floor, and by the time they call for help, a relatively small leak has become a much larger restoration project.
I'm Jason Lokhmatov from Encore Construction, and we regularly walk into homes where the original leak was not particularly large. Someone noticed a wet spot, assumed it could wait, and called us two weeks later. By then, moisture had reached the subfloor, wood rot had developed, and the insurance company refused to cover that additional damage. The homeowner still had to deal with the repairs, but now part of the cost was their responsibility. That's what concerns me most about waiting. Water damage doesn't necessarily stay where you first see it, and the insurance coverage available for the original loss may not extend to deterioration that develops afterward. I want homeowners to understand what they can safely do, when they need professional help, and how to protect the documentation they'll need if they file a claim.
The First Decision Is About Safety, Not Cleanup
When you discover water damage, I would start by identifying where the water is coming from, but only if you can do that safely. A broken supply line beneath a kitchen sink may have an accessible shutoff valve. If turning that valve stops the leak, you've prevented additional water from entering the home. If the local valve doesn't work, shutting off the main water supply may be necessary.
The main shutoff is often located in a garage, utility closet, or near the street, depending on the property. I think every homeowner should know where that valve is before an emergency happens. But if you can't locate it or reach it safely, don't force the situation. Call for help. I especially don't want anyone walking through standing water to reach a valve or electrical panel. You may not know whether electrical equipment or wiring has been affected. If there's a possible electrical hazard, stay out of the area until qualified professionals determine it's safe. The same caution applies to sewage-contaminated water. That's not something I recommend walking through or cleaning up yourself. Floors, cabinets, and drywall can be repaired or replaced. Your safety matters more than saving a few minutes.
Once the immediate danger is addressed, contact a restoration company promptly and notify your insurance company according to your policy's reporting requirements. You don't need to wait for one to respond before contacting the other. The goal is to stop further damage safely, begin assessing the loss, and make sure the event is reported.
Why the First 24 Hours Matter More Than Homeowners Realize
One of the biggest misunderstandings about water damage is that the amount of water you can see tells you how serious the problem is. A puddle on a kitchen floor may look manageable, but water can travel beneath flooring, penetrate seams, soak into subfloor materials, and reach adjacent walls. You may dry the visible surface and still have moisture trapped in areas you can't reach with towels or a household fan.
Sometimes the signs appear quickly. Flooring begins lifting at the seams, a door starts sticking, or the baseboards show swelling. Other times, the damage remains concealed until materials soften, discolor, or develop an odor.
The Environmental Protection Agency recommends drying water-damaged materials as quickly as possible because mold can begin growing within 24 to 48 hours under suitable moisture conditions. That doesn't mean every wet surface will develop mold within two days, but it explains why I don't recommend leaving wet building materials untreated.
Early mitigation can reduce the amount of material that must be removed, although the result depends on the water source, contamination, affected materials, and how far the moisture has spread.
I don't want homeowners to think they have exactly 24 hours before their house becomes unsalvageable. There is no universal deadline that applies to every loss. But every unnecessary delay gives water more time to migrate into materials that may be harder to dry or repair.
Take Photos Before the Evidence Disappears
I understand the instinct to start moving furniture and cleaning everything immediately. Nobody wants to stand in a flooded kitchen taking pictures. But when it's safe, documenting the damage before cleanup begins can make a significant difference later.
I recommend photographing the visible source of the leak, including a failed pipe or supply line if it's accessible. Then document the affected flooring, walls, baseboards, cabinets, furniture, and belongings. A slow video walkthrough can be useful because it records how the rooms looked before restoration work began.
If you've already moved something to protect it, that doesn't mean you've ruined your claim. Just record what was moved and explain the circumstances. And don't delay urgent safety measures or necessary mitigation solely to take pictures. We follow this documentation process ourselves because the initial condition of the property helps explain what work was necessary.
Cleaning Up Visible Water Isn't the Same as Restoring the Home
Homeowners sometimes ask whether they can handle water damage themselves. I understand wanting to avoid a large restoration bill, particularly when the water appears limited to one room.
A small amount of clean water on an unaffected, nonporous surface may be manageable if there are no safety concerns. But once water has entered flooring, walls, insulation, or other building materials, the situation becomes more complicated.
Professional restoration involves identifying affected areas, assessing the water source and contamination risk, measuring moisture, extracting water, and determining which materials can be dried safely. Some materials may be salvageable with proper equipment. Others may need removal because of contamination, deterioration, or their inability to dry adequately in place.
I also want homeowners to be careful about making permanent repairs before the loss is documented. Removing flooring or replacing cabinets without recording the original damage can make it harder to establish what happened and why the work was necessary. That doesn't mean you should leave an active leak running while waiting for an adjuster. Reasonable emergency measures may be necessary to prevent further damage, and homeowners should follow their policy's requirements. But major demolition and reconstruction should be based on an appropriate assessment and properly documented.
What Actually Happens After You Call a Restoration Company?
Most homeowners have never managed a water damage restoration project, and I don't expect them to know how the process works. What I do expect from a restoration contractor is a clear explanation before work begins.
At Encore Construction, the first call goes through our office, where we collect the initial information and connect the homeowner with a project manager, often Matt or Andrew. Depending on location and availability, a project manager may be able to arrive in as little as 30 minutes. Our initial inspection is free.
We start by inspecting and documenting the damage. The project manager measures affected areas, takes photographs, discusses the suspected source, and explains what needs attention. After that, the restoration process depends on the condition of the property.
On a typical project, we protect unaffected areas by moving furniture where necessary, covering floors, and installing containment barriers. Materials that cannot be saved are removed when appropriate, and drying equipment is installed to reduce moisture in the remaining structure.
For many ordinary projects, structural drying takes approximately three to five days, but I wouldn't promise that schedule before evaluating the materials. A floor with gypcrete over plywood, for example, may require seven or eight days of drying, compared with about three days for a simpler plywood assembly under comparable conditions.
The material makes a difference. Laminate countertops and sheet vinyl can be relatively straightforward to remove, while granite, tile, and more complicated assemblies require different methods and more labor. Two kitchens of the same size can have very different restoration schedules.
Small demolition projects may take only a few hours, while larger losses can require several days or longer. Once mitigation is complete, the insurance review and reconstruction phases introduce their own timelines.
Our experience is that insurer review may take approximately one to two weeks, although some claims take longer. Reconstruction can take three weeks or more, especially when significant finishes or cabinetry need replacement. Special-order cabinets can extend the process by months.
Insurance Paperwork Shouldn't Be a Mystery
One of the hardest moments for homeowners is being asked to sign a work authorization while they're still dealing with a wet floor. I think people should understand that document before they sign it. A work authorization gives the contractor permission to perform the specified services. It doesn't automatically mean the insurance company has approved every charge or that the homeowner has no financial responsibility.
Ask what work is authorized, how charges are handled, what happens if coverage is disputed, and whether additional approval is needed before the scope changes.
Our in-house insurance team prepares the documentation associated with our restoration work, including photographs, measurements, estimates, and communication with the adjuster. A completed claim file can contain thousands of project photographs, particularly on larger losses.
We make those records available to customers who request them. I think homeowners should know what has been submitted on their behalf and understand what work the insurer has or hasn't approved.
We work with insurance companies regularly, but our contractual relationship is with the homeowner. The insurer makes coverage decisions under the policy. We can provide evidence supporting the scope and necessity of the work, but we cannot guarantee that every item will be covered.
Waiting Two Weeks Can Create a Different Insurance Problem
I want to return to the homeowner who notices a small leak and decides to wait. Suppose a supply line starts leaking and damages the flooring. Depending on the policy and circumstances, the original sudden water loss may qualify for coverage. But if the homeowner leaves the area wet for an extended period and wood deterioration develops, the insurer may evaluate that additional damage differently.
Some policies distinguish sudden and accidental water damage from long-term leakage, deterioration, mold, or rot. Coverage also depends on exclusions, policy conditions, and the facts of the loss. This is why I tell homeowners to report what they actually know rather than guess. If you discovered water today, say when you discovered it. If you don't know how long the pipe was leaking, don't invent a timeline. Your insurer may ask additional questions, and accurate documentation is more useful than speculation.
A casual statement that a leak has "probably been there for weeks" can create confusion if nobody has established when it started. The answer isn't to conceal information. It's to distinguish what you've observed from what you're assuming.
I've also seen homeowners believe they must hire whichever restoration contractor their insurance company recommends. You can generally select your own contractor, although the policy and claim process still determine what costs are covered.
Five Questions I Would Ask Before Hiring Any Restoration Company
If I were hiring a restoration contractor for my own home, I would want to understand who is actually responsible for the work and how the company manages the process.
First, I would ask whether the company uses its own crews or relies on subcontractors. Subcontracting isn't inherently a problem, but homeowners should know who will be entering their property and who is accountable for the quality of the work.
Second, I would ask who prepares and manages the insurance documentation. A restoration company should be able to explain what it documents, what it sends to the adjuster, and what responsibilities remain with the homeowner.
Third, I would ask who the contractor works for and how changes in scope or payment disputes are handled. Insurance involvement doesn't eliminate the need for a clear agreement between the homeowner and the contractor.
Fourth, I would ask about IICRC certification and the technicians' relevant training. Proper water damage restoration requires more than placing a few fans in a room. I want technicians who understand moisture measurement, drying principles, material behavior, and contamination concerns.
Finally, I would ask about inspection charges and whether the contractor provides written findings before asking for authorization.
At Encore Construction, we offer free initial inspections, use our own crews for mitigation and reconstruction, and have an in-house team that handles insurance documentation. I think those details are worth asking about regardless of which company you choose.
Restoration Doesn't End When the Drying Equipment Comes Out
Drying the structure is only one part of getting a home back to normal. If cabinets, flooring, drywall, or other finishes were removed, someone still needs to rebuild the affected areas. That transition can become frustrating when the homeowner has to coordinate a mitigation contractor, a separate reconstruction company, and several people communicating with the insurance adjuster.
Our company handles the process in-house, from water removal and drying through reconstruction. According to our owners' estimates, approximately 95% of our mitigation customers also hire us for the rebuild. We also handle contents pack-out when belongings need to be removed from the property. Items can be packed and stored in our 13,000-square-foot warehouse while restoration work is underway.
Not every project requires those services, and I don't think homeowners should assume they need to empty an entire house because one room was damaged. The scope should be based on the actual loss and what is necessary to protect and restore the property.
If someone doesn't have applicable insurance coverage, I want them to tell us at the beginning. Our owners estimate that approximately 95% of our projects involve insurance claims, but we also work with customers paying directly and offer a discount for self-pay projects.
Insurance may cover much of a qualifying loss, but deductibles, policy limits, exclusions, and uncovered work can still affect the homeowner's costs. I wouldn't promise anyone a zero-dollar bill before their coverage and responsibilities are established.
The Best Time to Deal With Water Damage Is When You Find It
I don't expect a homeowner to know how to calculate moisture content, decide whether subflooring can be dried, or interpret every insurance provision. That's our work. What I want them to know is when to stop trying to handle a problem alone.
If you find an active leak, shut off the water when it's safe. Avoid areas where electricity or contaminated water may present a hazard. Document what happened, notify your insurer according to the policy, and contact a qualified restoration company before hidden moisture has more time to cause damage.
I also recommend checking the condition of supply lines and shutoff valves before an emergency. Don't force a valve that's stuck or leaking. Have a qualified plumber examine it. Aging pipes, appliance connections, and poorly installed plumbing are among the common sources of water losses we encounter, especially when a house has been unoccupied during a holiday trip or cold weather.
Encore Construction is a family-owned restoration company serving Skagit, Snohomish, King, Whatcom, and Island counties. We provide 24/7 emergency assistance and handle the process from initial assessment through reconstruction.
I don't want homeowners rushing into unnecessary demolition, but I don't want them waiting until a manageable water loss becomes a more expensive repair either. The first step is understanding what happened and acting on what the building actually needs.
For more detailed guidance: complete guide to what to do immediately after water damage in your home.
Expert Conversation with Jason Lokhmatov
The Stone Magazine (TSM): Jason, what is the very first thing a homeowner should do when they discover water spreading through the house?
Jason Lokhmatov (JL): Make sure everyone is safe, and stop the water if you can reach the shutoff safely. If it's a supply line under the sink, you may be able to close that valve. If not, you might need the main shutoff. But if there's standing water near electrical equipment or you have to walk through water to reach the valve, don't do it. The house can be repaired. I don't want someone getting hurt trying to stop a leak.
TSM: Is the first 24 hours really that important, or is that something restoration companies say to encourage emergency calls?
JL: It matters because water doesn't stay on the surface. It can move underneath flooring and into walls, even when the visible puddle seems small. The EPA recommends drying wet materials quickly because mold can begin growing within 24 to 48 hours under the right conditions. That doesn't mean every house has the same damage after one day, but I would rather assess it early while more materials may still be salvageable.
TSM: What if the homeowner already cleaned up the water before calling you?
JL: That's not automatically a disaster. I want to know what happened, what they moved, and what they cleaned. We can still inspect the affected areas and take moisture readings. The bigger concern is when someone assumes that because the floor feels dry, the materials underneath must be dry too.
TSM: You had a water damage project in Renton involving a kitchen supply line. What happened there?
JL: A supply line failed beneath the kitchen sink in a second-floor apartment, and water spread across the kitchen floor. Our project manager, Andrew Melnik, documented the kitchen and the failed line before starting the cleanup. Then he extracted the standing water, set up an LGR dehumidifier, and monitored the moisture levels. We used the actual measurements to make decisions about drying and material removal, and the documentation became part of the insurance file.
TSM: How long does professional water damage drying usually take?
JL: A typical job may take three to five days, but I don't want homeowners treating that as a guarantee. Materials make a big difference. We've seen gypcrete over plywood require seven or eight days of drying, while plain plywood may take about three. We don't remove the drying equipment simply because a certain number of days has passed. We look at the moisture readings.
TSM: Can homeowners stay in the house while the restoration work is underway?
JL: Sometimes, yes. It depends on where the damage is, how much water entered, and whether there's contamination or an electrical hazard. If the affected area is unsafe, I don't want anyone entering it. On other projects, we can isolate the work area and protect the rest of the home. We assess that situation when we inspect the property.
TSM: What happens if someone waited two weeks before reporting the leak to their insurance company?
JL: They should still report it and get the damage assessed. The problem is that the insurer may treat the original water damage differently from rot or deterioration that developed while the area stayed wet. We've seen that happen. We document what we find and provide the evidence for the claim, but I wouldn't guarantee coverage because the policy and the insurer's review determine the outcome.
TSM: What should homeowners say to their insurance adjuster if they don't know how long the leak was happening?
JL: Tell them what you actually know. If you discovered the water on Tuesday, say that. If you don't know when the pipe started leaking, don't guess. We can provide photographs, moisture measurements, and other documentation, but I don't want people creating a timeline they can't support. Being accurate is more important than trying to make the claim sound a certain way.
TSM: Do homeowners have to use the restoration contractor their insurance company recommends?
JL: No. Homeowners can generally choose their own contractor. The insurer may have a preferred company, but that doesn't mean it's the only option. I would want to know who's doing the work, who's documenting the loss, and how the contractor handles the insurance process before signing anything.
TSM: What should a homeowner expect to sign before restoration work begins?
JL: Usually the first document is a work authorization. It gives the contractor permission to perform the work described in the agreement. I want homeowners to read it and ask questions. They should understand what they're authorizing, how payment works, and what happens if insurance doesn't cover everything. A wet house is stressful enough without signing something you don't understand.
TSM: Does Encore Construction only handle the emergency drying, or can your team rebuild the damaged rooms?
JL: We handle the full process, including mitigation, drying, reconstruction, and contents pack-out when needed. Our owners estimate that about 95% of our mitigation customers also use us for the rebuild. If we need to remove belongings during the work, we have a 13,000-square-foot warehouse for storage. That allows us to coordinate the restoration without asking the homeowner to find an entirely separate reconstruction contractor.
TSM: What if the homeowner doesn't have insurance or discovers the policy won't cover the damage?
JL: I want them to tell us up front. Our inspection is free, so we can assess the damage before they commit to a project. We do a lot of insurance-related restoration, but we also work with people who pay directly, and we offer a self-pay discount. I can't promise that every project will be affordable or that insurance will cover everything, but I can help explain the work that's needed and the available options.
TSM: What's the most common cause of water damage your company encounters?
JL: Failed pipes and supply lines are the biggest category we see, often related to aging or poor installation. Appliances such as washing machines, dishwashers, and water heaters are another common source. We also see accidental overflows, plumbing mistakes, frozen pipes during winter, and damage from heavy rain. The source changes, but the important question is always how far the water traveled and what materials were affected.
TSM: What's the biggest mistake homeowners make after discovering water damage?
JL: Waiting because the visible damage doesn't look serious. A wet spot may be the only thing you notice, but it doesn't tell you what's happening underneath the flooring or inside the wall. I would rather inspect a smaller problem and find that the structure can be dried than come back two weeks later and discover deterioration that could have been addressed earlier.
