On Dec. 3, 2025, a routine day at a residential building was quickly turned upside down when a contractor carrying a roll of carpet accidentally damaged a fire sprinkler head. Water quickly flooded the first-floor common areas and spilled into 18 units before making its way down into the retail store at street level below.
Crawford’s senior strata external adjuster & national strata technical lead, Sam James, received a call from an insurer while at a Christmas function and worked immediately with the broker and insurer to coordinate a same‑day response. By the time Sam and the others arrived on site at 3:00 p.m., several centimetres of water still covered the carpets, and the Owners Corporation (OC) team was already working hard to stabilise the situation, having been on site since the event was originally reported.
What made this incident especially challenging for all involved, however, was the number of vulnerable residents affected. Several residents of the apartment complex were elderly or living with disabilities and, as the main lifts had failed as a result of the escape of water, some residents were effectively trapped on the first floor until repairs could be made. Thanks to quick action from the OC and the insurer, a lift technician attended immediately and had one lift operational within days.
One of the priority households was home to an elderly couple with significant sensory and mobility impairments. Crawford arranged urgent repair quotes, secured same‑day approvals and coordinated with the builder to complete all works – including reinstating furniture – by Dec. 24. This meant the couple could safely spend Christmas in their own home despite the disruption.
Another resident with respiratory issues also received fast‑tracked repairs, allowing them to return to their home soon after Christmas.
Across the building, rapid drying and mitigation efforts helped minimise the need for temporary accommodation, keeping almost all residents in their homes during the holiday period – providing safety and stability with minimal disruption to their daily lives.
This outcome was possible because of the strong relationships that our Victoria strata team has fostered with our panel builder, broker, OC manager and insurer. Everyone moved quickly and collaboratively, focusing not just on reinstating the property damage but also clearly and firmly on the wellbeing of the people affected.
What stands out most from this event is the shared commitment to helping residents regain stability before Christmas. It showed the power of teamwork, empathy and decisive action – even in the middle of a major loss.
Crawford’s purpose is to restore lives, businesses and communities. In these testing circumstances, where the worst had happened for our customers at what should have been a restful and peaceful time of year, Crawford’s local team worked seamlessly and tirelessly with suppliers, the broker and the insurer to deliver on that promise.
