A comprehensive and seamless approach following a Major Incident
For over 25 years, ICAB has been at the forefront of providing alternative accommodation solutions for both planned and emergency decants. As trusted partners acting on behalf of Insurers, Social housing organisations, and a diverse range of Instructing Principals, we bring a wealth of experience to every challenge we encounter, assigning a member of our dedicated Major Incident team from first notification of loss to completion.
We understand the complexities that unexpected events can impose on residents and we are dedicated to delivering precisely when it matters most. Our expertise truly shines in Major Incident situations, as specialists in this field, we seamlessly coordinate the entire process with a comprehensive approach. From the initial meeting, single-source accommodation options, meticulous planning and moving services, ICAB ensure a smooth transition for residents impacted by unforeseen challenges.
From crisis to comfort: an in-depth look at our Major Incident journey
Early coordination
- We organise an initial meeting with our clients which is vital for a smooth decant, this may be conducted remotely. We are able to advise on the process (tailoring where required), offering insights and explaining ICAB’s comprehensive services.
- We swiftly communicate with hotel partners and apartment providers in the affected area, taking a proactive approach, putting them on stand-by ensuring readiness for availability enquiries.
- We agree upfront on all accommodation and additional costs, fostering transparency and effective budgeting.
Resident communication
- We ensure GDPR compliance to safeguard resident information before receiving the Major Incident data from the Instructing Principal.
- We will work in tandem with our clients to decide upon pre-approved messaging to enable proactive communication with each resident. In addition to this we will explain the Major Incident process, set expectations and address concerns.
Accommodation booking and management
- ICAB uses its extensive network of hotels, serviced apartments and rental properties to book the required number of properties, optimising cost-efficiency.
- We arrange any contracts and agreements, and communicate all alternative accommodation details to residents.
- We manage any required extensions for accommodation to ensure continuity and stability.
Belongings and moving out
- We coordinate the logistics of removal and delivery of personal belongings to the alternative accommodation property.
- We provide boxes, tape, and protective wrap to residents prior to the move, facilitated by our trusted nationwide removal partner.
- We conduct thorough inventories of residents’ belongings to mitigate claims for lost items and coordinate the move of belongings to storage if needed.
- Where possible, ICAB will provide on-site support on move-out days and at other times in the process. We are on hand to answer resident queries to minimise disruptions.
Ongoing updates and data
- We maintain a master data file shared among relevant parties for effective communication and coordination.
- Utilisation of our CRM system to capture and share essential data, enhancing collaboration and visibility.
- Provide weekly updates, offering insights into locations, costs, check-out dates, and more.
Returning home
- We conduct pre and post-move condition accommodation surveys, including documentation for resident sign-off upon departure from the property and on return to their home.
- We facilitate deep professional cleaning upon the residents’ return to homes.
Advance funds
ICAB is aware that dealing with a major decant is extremely complex and that arranging funds can be time consuming. ICAB is committed to advancing funds on your behalf, subject to the agreed scope of works.
Single-source solution
ICAB is able to simplify the Major Incident process by offering a single-source solution. Our extensive property network allows us to source a wide range of accommodation options, from hotel rooms and serviced apartments to rental properties. Further enhancing our offering, we take great pride in our supportive complementary services as detailed in the Major Incident journey.
If you would like to understand our accommodation options in more detail, we encourage you to explore our website for specific information on our alternative accommodation solutions.
24/7 support and expertise
Our commitment extends beyond standard working hours. Unlike automated services, our dedicated team is available 24/7, 365 days a year. We are always available to take instructions or respond to urgent requests, providing compassionate and experienced assistance at any time.
This approach ensures that every call is answered by a knowledgeable professional and we are here for you when you need us the most. Please note that standard business operations will not be processed outside regular working hours.
Your trusted partner
As you navigate the complexities of Major Incident situations, choose ICAB as your reliable, understanding, caring, and trustworthy partner. With a commitment to delivering exceptional customer service, tailored procedures, and forward-thinking solutions, we stand ready to streamline the entire process.
Our unrivalled expertise and comprehensive services can make a significant difference in fostering a sense of security and comfort for residents during times of change.
If you require further information or would like to discuss a potential Major Incident, please contact the ICAB Major Incident team on 0208 421 8427
