Dedicated to delivering outstanding service
We pride ourselves on our award winning customer service. Ensuring that customers’ needs are met is at the heart of what we do, whilst adhering to the guidelines of our instructing principals. But you don’t have to take our word for it! Read testimonials from clients about their experience of working with us, as well as feedback from customers about our service.
If you'd like to share your experience with ICAB or give us feedback on our service, please leave us a review by clicking below.
Client testimonials
We have been working with ICAB for several years and have found their service to be invaluable. We previously spent a considerable amount of time, often out of hours, liaising with residents and hotels to find suitable emergency accommodation. This was time consuming and difficult due to dispersed stock.
Now that we are working with ICAB the process is far easier and quicker. We simply contact them with the resident’s details and some other information and they do everything else. There is no fee to Thames Valley Housing for using their service, and it saves us both time and money.
I would recommend using ICAB for any short or long term decants.
In July 2021 ICAB acted with incredible efficiency and empathy when asked to immediately relocate 159 families affected by the flooding in London. This was a unique experience for both Notting Hill Genesis and its insurers as well as the customers who were extremely distressed by the unprecedented situation.
ICAB staff went over and above to ensure everyone had a roof over their head for the duration of the claim lifecycle, each customer has been communicated with effectively.
We are thrilled to work with ICAB both in every day occurrences and major losses.
While we have worked for our customers the best we can during these testing times, dealing with emergencies in properties due to fire, flood and major repairs – we have known that we can always relay on ICAB to assist us in rehousing our customers at very short notice.
At the beginning of the Covid-19 Lockdown we had over 20 families in short term hotel stays – ICAB worked with us at all hours to find suitable accommodation for our customers that were unable to return home but also not able to stay in a hotel. They were relentless in ensuring that everyone was comfortable and were agile and inventive in some of the ideas and properties they were able to supply.
In the following months they have continued to assist us where they could with keyworker accommodation, apartments, caravans and holiday lets – they assist us to put the customer at the heart of all we do and to deliver when they need our help the most. In the last 12 months we really would have been in great difficulty without the support and help of ICAB and their fantastic dedicated team.
I just wanted to give you some feedback.
I’ve been working with ICAB for nearly 2 years and I wanted to just say I find Jayshill and Alex efficient and pleasant people to work with.
Whenever I ask for information, I get it promptly and they always offer a call if anything needs to be talked through. At times I’ve asked for info at short notice and they respond every time with no fuss.
So yes, just wanted to give a shout out to you and your team in providing a great service and I look forward to continue this great working relationship.
ICAB were a great help to all the affected residents on the estate who, due to unforeseen circumstances, had been left without water for a number of days. We called ICAB on a Sunday afternoon and by Monday they had rearranged their schedules to help out residents with both internal and external bathroom PODs. This meant that there was fresh water running in a number of units for showers and washing as well as toilets for all those that needed them.
ICAB helped us by going above and beyond and all their staff were extremely polite, efficient and empathetic, and the PODs themselves were of the highest standard.
ICAB accepted the instruction to source emergency accommodation for 146 Chinese students on a without prejudice basis and acted proactively to source all 146 students accommodation, whilst dealing with language barriers and worried students who were far from home and due to start a new term at university, that was disrupted by a fire at their student accommodation block.
ICAB worked over the weekend to ensure all persons were suitably relocated and provided regular updates in the form of a detailed spreadsheet for ourselves and Insurers to allow us to keep track of the accommodation outlay with ease. Their assistance was both appreciated greatly both by ourselves, the Insured and the students.
Customer feedback
I’m just getting in touch because I wanted to let you know how well one of your staff members, G, treated myself and my mother over the weekend.
My mum is nearly 80, has a heart condition and suddenly found her house flooded after an immersion heater split on Friday afternoon. G was so kind and helpful and made sure mum’s temporary accommodation was sorted and paid for.
I just wanted to let you know because this woman is quite clearly an asset to your company and is truly invested in the outcome of people who really need some help. Maybe you already know this about G.
Anyway, I hope you pass this on to her and please tell her “thank you” again from myself, and on behalf of my mum.
We just wanted to take the time to commend O. She is our Claims Handler.
We are all experiencing extreme difficulties following our move into a temporary rental house following a flood at our home. She has dealt with everything that has been thrown at her in a calm and professional manner despite our sometimes stressed situation.
If you have an employee recognition scheme in your organisation then we strongly recommend O as an outstanding candidate and should be rewarded.
During a very stressful time ICAB have been fabulous.
Knowing that my extended hotel stay was in the hands of a professional, thoughtful and efficient team has been a godsend.
When the hotel had got its wires crossed it took one quick phone call from ICAB and the hotel manager was very apologetic for their mistake.
It’s been a great relief being able to rely on this great team.
I wish them all the very best for the future.
I am writing to express my thanks to your staff for the excellent customer service that has been given to my husband and I following the recent flood at our home.
Both L and J made our lives a lot more bearable at a very stressful time by finding us hotel accommodation and locating alternative accommodation to live in whilst our house was uninhabitable.
I hope we are in a position to NEVER have to use your service again but once again thank you so very much for all your help at this difficult time.
I would like to just let you know how great it was to have Podrick the Pod.
When he arrived in February I was not sure quite how things were going to work, but very relieved to have a washing machine. It was not long before he was in full action and we realised what a godsend he was. I think my cooking may actually have improved!
What I’m getting to is just how grateful we are to you and the team for the efficient, friendly back up and management that you have given us during the last eight months.
So a huge thank you to all that have been involved during that time.
Best wishes to you all
We are writing to you to commend G, a member of your ICAB Team.
Since the flooding of our house in September and during the time of finding temporary accommodation, initially in hotels and now at the above address, G’s customer service skills and genuine concern have been exceptional.
She has listened carefully to our needs and kept us informed at all times throughout the re-housing process. Above and beyond this, G reassured us when we were uncertain about other aspects of the whole experience.
G is accessible, sensitive and able to understand the potential human impact of such an upheaval. G’s calm, her professionalism and her human approach are assets to your company.
We trust you will be able to convey to G our sincere thanks and to praise her for her many talents.
I just want to say thankyou so much for your time and help last night finding myself and family accommodation, you truly made a bad situation better, we really appreciate it, and your customer service skills have been amazing.
Thank you again
You’re a credit to your company
T dealt with our accommodation move in an efficient and wonderful manner. Since we had no choice but to move the service he provided was second to none! Found us a great accommodation facility and sorted out the removal process easily. Enabling myself and partner to focus on our jobs and my child’s nursery sorted.
I would gladly recommend his services over and again. Whenever we had doubts or questions, T always made sure he was available to assist until the found our ideal accommodation.
Thank you again T and the whole Team at ICAB.
ICAB helped us find alternative accommodation when our basement flat was flooded. Couldn’t be more grateful for their help during this very difficult time – especially A who was incredibly responsive , knowledgeable and supportive. Which was vital in a fast moving rental market. Thank you A and ICAB.
I just want to express my feelings about how I have been looked after by yourself. You are an asset to your company; I am going through this unsettled moment with my son and you have been exceptional in going out of your way to help find us a place and really empathising and understanding my situation. I just want to say thank you so much from my heart and on behalf of my 12-year-old son. Thank you.
ICAB were the company who found me temporary accommodation when my house was damaged by water. They put me up in an hotel until a short-term apartment became available. All the people I spoke to were really helpful and professional. In particular I spoke to a young lady called R, she helped me through the whole process. She was so helpful and very patient at all times, even though I was constantly contacting her to get a status update, she made the whole experience bearable for me, so huge thank you!!
Thanks for navigating the process and sorting out the washer dryer. Your communication during the Christmas period and the wedding buildup was, and has been crucial to getting our move sorted. The last few weeks and months have been extremely tough, you have gone above and beyond and we appreciate this so much, thank you!
I have been dealing with R, claims handler regarding a transaction we are both involved in. She has been extremely professional, approachable and efficient and it has been an absolute pleasure dealing with her. If all ICAB claims handlers give this level of service I have no hesitation in recommending them
R was very professional and attentive to details. She listened and understood my disabled 97 years mum’s needs and did her best to help us all the time. I do not hesitate to give her services a 5 stars
R made the process simple. Very quick to provide information, and update with emails. Very friendly and approachable. Lovely to speak with her on the phone. The process was made very clear and understandable. Thank you
I was referred to ICAB by my insurance company. We needed rehousing as we had water damage in our home. My experience with them was excellent from the start. The Representative that helped me with my claim was, she was always extremely helpful, understanding and very efficient. We experienced some difficulties, finding the most appropriate accommodation for us. During this process R was very supportive.
I would just like to thank S, he spent so much time to make sure we could have the right property as we had to move because of water damage to our property. A great big thank you from myself and wife.
S and her team were excellent. After a house fire she found a suitable hotel for me to stay in until a suitable flat came up as a temporary residence until repairs have been carried out at my home address. Whenever l contacted ICAB the staff members were very supportive and took into account my needs. I am very happy with the service l received.
Just a brief thank-you to all at ICAB, but particularly to L and R. We were flooded out of our home and our insurers put us in touch with ICAB. They have assisted whenever required, been patient with our requests and ensured our tenure was not allowed to lapse. Thank you to all at ICAB. It’s good to know that there are Companies out there who care.
It has been a very stressful few weeks for our family. However, B has been very approachable and helpful in finding a suitable place for us to stay. This has made a real difference, thank you.
Our insurance company used ICAB for our accommodation. ICAB and especially C have been so helpful and professional to ease the stress of house 8 people. Thank you for your support and I would recommend this company to any person or insurance provider.
Having been made homeless through our house being flooded whilst we were on holiday, we were dealing with J who we found helpful with our accommodation. Once we found a house to let, he was very good at keeping on top of things to help us get moved in asap.
Efficient, friendly and professional staff. We would recommend this company without hesitation.
Great service from ICAB. We had a major issue with an elderly parent where no accommodation was available but C went the extra mile and managed to resolve our issue. Many thanks.
After having a few issues at first, J was excellent. Made the whole experience plain sailing and relieved my stress and reassured me he would do his best to help. He called when he said he would. Definitely 5 stars just for the customer service alone. Thanks again J.
We unfortunately had water damage and couldn’t stay home. Our insurance company put our claim through to ICAB who have all been fantastic, especially C who went above and beyond to find us somewhere safe and suitable to stay. Thank you so much again.
Post fire incident at my apartment building, I was notified that ICAB was the appropriate contact to be made for alternative accommodation. I was given prompt replies and provided serviced apartment taking into consideration regarding my work place situation and as well as to make sure that I am taken care of during my stay. Thank you to the Major Incident Team
ICAB was put in charge of storing my stuff over the course of a year from a different company. After having some difficulties splitting boxes with the person I was sharing storage with and having no way of contacting them, L took every step to help, contacting the other company and both parties involved in the storage and resolved everything within hours. Thankfully I got my stuff back and a rather awful situation was resolved within less than a day.
Very Kind Staff. Specially L. She was really helpful in providing the accommodation for us in an emergency. Keep up the good work!
C was extremely helpful in obtaining the right property for us We gave him a few challenges but he overcame these. Professional and sympathetic to our needs at all times.
Thanks so much G. You have worked hard to get this settled and it’s a comfort for me to go off on my trip now knowing Mum and Dad will be sorted out.
ICAB were on the ball in searching for suitable accommodation and as helpful as they could be, at a chaotic and difficult time. In particular S and C were fantastic help, but the others were great too! Thank you!
I am thrilled for the opportunity to express my gratitude to ICAB for not only securing me the perfect accommodation but for making it so easy.
The agent I spoke to G was highly professional, friendly, very good at her job and understood my requirements quickly. I am neurodivergent and can get a little anxious about change but it is a testament to G that the process of moving into alternative accommodation hasn’t been made to feel stressful.
I highly recommend this company, it’s been a pleasure thank you.
Dealt with G from the Bushey office, she was massively helpful and a pleasure to deal with. Made our stressful situation stress free and did everything and more to accommodate my family. Thank you so much!
We got forced out of our flat from some problems with the building in the early hours of the morning, it was a traumatic experience. ICAB had secured our stay at a Premier Inn while we waited for further instructions from the insurer and the landlord. It was a challenge to communicate with our landlord and their insurance agent, all we could get was a no but B from ICAB took the time to listen to our concerns, he understood our predicament, he managed our needs and anxiety so professionally and knowledgeably- but what set him apart from all the people we’ve had to deal with was that he had communicated his compassion with us and showed his sincerity by the actions he took to help us out. This whole mess of getting displaced was terrible but B was the helping hand that made us hopeful and contributed greatly to dealing with things.
The professionalism of M has been great in handling my accommodation for my wife and I, during a most stressful period in our lives. We want to thank him for his kindly and thoughtful manner in which he executed his duties. Kind regards to all.
B was always very helpful, informative and polite. He got things done and even when we requested to change a booking, it wasn’t a problem for him. B and E were both a pleasure to deal with. Thank you!
Thank you very much ICAB, particularly M who was just brilliant and really supported us at short with a really complex case. Very specific multiple customer needs and a pet all of whom required emergency temporary accommodation. I will have complete confidence to use you again.
J was extremely helpful and found us the perfect accommodation for a week. We had experienced a water leak at our property and had to turn off water. Thanks J for working hard to find a suitable room within walking distance to our home so we can supervise repairs.
G has been wonderful , she has gone out of her way to find us accommodation to fit our kids and dogs , thank you very much for your help . You have turned a unsettling situation into a exciting one , we are really looking forward to our temporary accommodation. Thank you.
Within 15 minutes of our insurance company contacting ICAB, M from ICAB’s customer service team placed my family in emergency hotel accommodation due to a collapsed soil pipe. M was professional, sympathetic and helpful throughout the whole process thank you so much.
I was called as promised this morning by the very pleasant, personable and professional J. He completely understood my disabilities and subsequent needs, offering me the closest room available, with everything I need. He then messaged me further to provide meals as well as the accommodation so as to make my decant as easy as possible for me. He was a pleasure to deal with- I wouldn’t hesitate to recommend ICAB to anyone needing emergency accommodation whilst their homes are being repaired. He couldn’t have been more helpful, I feel very safe and reassured that he will help me through this intrusive experience to the utmost and continue to go out of his way to help me until I’m safely back in my repaired flat.
ICAB have been great in arranging alternative accommodation, particularly S who ensured every need was met, hotel stays, liaising with Estate Agents/ Loss Adjusters etc. She was extremely helpful and would highly recommend ICAB
I unexpectedly had to decant my home and O at ICAB and the team made great effort to ensure a smooth and efficient service, he went above and beyond and was very patient with me during what was an incredibly stressful time.
Thank you so much for booking my hotel always very good and helpful. My home is on decant for the last five months and ICAB has always been very helpful and polite. Thank you J for looking after my last bookings. Keep up the good work.
We have been dealing with G and she has been outstanding. Very responsive and great at chasing up insurance company for us. She has made it so easy for us to get alternative accommodation arranged for when a pipe burst in our house. If you ever need to claim and you are lucky enough to get G helping you, it will make it much easier and less stressful. Thanks G.
An advisor named Joseph kindly helped me find a property. He communicated effectively with me, was very patient and found me a property. I have not seen it yet but I believe it will be ideal for me. He has excellent customer service.