Satisfaction issues in the reinstatement of flood damaged domestic property

Samwinga, Victor, Proverbs, David and Homan, Jacqueline (2004) Satisfaction issues in the reinstatement of flood damaged domestic property. In: 4th International Postgraduate Research Conference in the Built and Human Environment, 1-2 April 2004, University of Salford.

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Abstract

The frequency of flooding is forecast to increase in the UK, as is the number of properties at risk of flooding. Following major floods in England and Wales in recent years, questions have been raised concerning the quality of service received by insured homeowners during the repair of their properties. At present there is little existing research that evaluates homeowners' perceptions and their levels of satisfaction with respect to the performance of their insurers, repair and restoration companies and loss adjusters during flood damage reinstatement claims. As part of a wider investigation, a review is presented of issues relating to satisfaction and service quality. A proposed approach is put forward for measuring satisfaction of insured homeowners in flood claims. Knowledge of the determinants of insured homeowners' satisfaction in flood damage repair works would be beneficial to all stakeholders involved in the claim chain and should lead to an improved service for homeowners.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: domestic properties, flood damage, homeowners, insurers, satisfaction
Subjects: K200 Building
K900 Others in Architecture, Building and Planning
Department: Faculties > Engineering and Environment > Geography
Depositing User: EPrint Services
Date Deposited: 04 Feb 2011 14:53
Last Modified: 09 May 2017 04:57
URI: http://nrl.northumbria.ac.uk/id/eprint/719

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