Damage in a Property – How Click Handles It

Contractors are trained to immediately report any damage they cause through Click’s internal communication system to ensure transparency and accountability.
The report must include clear photos of the damage, a written description of how it occurred, and any contributing factors.
Our Customer Service team will present this report to the ordering client, and if the homeowner is present at the time, they will also be informed directly to ensure there are no surprises later.
Contractors are required to complete an internal damage report, which remains on file for future reference. This helps track patterns and ensures that any recurring issues are addressed.

Estate agents and homeowners have 24 hours from the time of the booking to report any damage they believe was caused by Click’s contractor. Reports received beyond this timeframe cannot be accepted unless clear evidence is provided showing Click’s contractor was the last person to enter the property.
Reports must include supporting evidence, such as photos of the damage, timestamps of when it was discovered, and any relevant witness statements. Without sufficient evidence, Click may be unable to process the claim.

Once a damage report is received, Click follows a structured investigation process to ensure fairness:

Review Available Evidence
- Our team will assess any photos taken before and after the job, including unedited and edited versions where applicable.
- We will check property access records, including arrival and departure times, to confirm whether the contractor was present at the reported time of damage.
Contractor Meeting
- A meeting will be held with the contractor(s) who attended the job to gather their account of the visit and any observations they made.
- Contractors may be asked to provide additional photos, details, or observations about pre-existing damage or other factors that may have contributed.
Final Decision
- The investigation is typically completed within 24–48 hours, depending on contractor availability and the complexity of the claim.

Click will cover the costs to repair the damage in a timely manner.
Click reserves the right to take ownership of the damaged item or property component, should it require replacement.
Click will source its own quotes and, where necessary, arrange for repairs using our trusted tradespeople to ensure quality repairs at a fair price.
Clients will be kept updated throughout the repair process, with an estimated completion timeframe provided where possible.
If the damage involves a unique or high-value item, Click will require a receipt or proof of purchase to determine the object's value before proceeding with a resolution.

Click will not accept liability for damages where there is insufficient evidence that our contractor caused the issue.
If the client is unable to provide compelling evidence, Click will formally close the claim.
The client will receive an official email detailing the decision and any supporting reasoning.

Click will not accept liability for damage that existed before our contractor’s visit.
If contractors notice pre existing damage while on site, they will document it in their report to avoid any disputes later.
Pre existing damage may include scuffed floors, cracked tiles, unstable fittings, or marks on walls that were present before our contractor arrived.

Click does not take responsibility for damage that occurs without negligence while performing our services.
Example: If a contractor raises blinds and they detach from the wall due to poor installation or pre-existing weaknesses, Click will not be held liable but will report the issue to the client.
Similarly, minor incidental marks from standard equipment usage (such as tripod feet on soft flooring) are considered part of normal operational risks and will not be covered.

Click will send a formal email to the client outlining the findings of the investigation and the final decision.
Clients have 7 days to appeal if they can provide new or additional evidence that was not initially available. After this period, Click is no longer liable for the claim, and no further appeals will be accepted.
Click does not provide warranties on repairs carried out to rectify damage. Any concerns regarding the quality of repairs must be addressed directly with the tradesperson or repair service that completed the work.

Damage must be reported promptly: Contractors report damage immediately, and clients must report concerns within 24 hours.
Click follows a structured investigation process to review photos, reports, and contractor statements before reaching a decision.
We cover repair costs only when liability is accepted, sourcing trusted tradespeople for the work.
Pre-existing damage and incidental damage from normal operations are not covered.
Clients have 7 days to appeal if new evidence becomes available.

For any questions or to report damage, please contact our Customer Service team: