Case Study: Burst Flexi Hose Water Damage

A braided steel flexi hose on the hot water supply to the bathroom vanity failed at the fitting. The homeowner was away for approximately 18 hours before discovery. Water had discharged at mains pressure into the vanity cabinet, across the bathroom floor, through the hallway, and into two adjacent bedrooms.

Because the event occurred overnight, the water had 18 hours to penetrate carpet backing, subfloor timber, and the base of plasterboard walls before extraction began. The standing water was classified Category 2 (grey water) — not clean water — due to contact with contaminants inside the vanity cabinet and 18-hour stagnation period.

Dispatch time: 47 minutes from claim lodgement to on-site.

On arrival, the technician isolated the water supply and conducted a full hazard assessment including electrical isolation check and thermal imaging survey. Category 2 classification was confirmed and containment protocols initiated.

Equipment installed Day 0: 4 × LGR dehumidifiers, 8 × high-velocity air movers (floor-mounted, directed into wall cavities via injection ports), 1 × desiccant dehumidifier for bathroom. All power draw logged for insurer documentation.

All penetrometer readings returned to pre-loss baseline on Day 4 (11–14% across all locations). Equipment removed after final photo documentation of moisture readings.

Antimicrobial treatment applied to all surfaces that contacted Category 2 water: EPA-registered botanical disinfectant, applied at manufacturer-specified dilution, covering bathroom subfloor, hallway subfloor exposed after carpet removal, Bedroom 2 baseboard and lower wall framing.

Scope of repairs recommended post-drying:

• Replace hallway carpet and pad (non-restorable — contaminated and removed Day 0).
• Replace 3 linear metres of Bedroom 2 plasterboard base (bottom 300mm showed elevated moisture at Day 2 that did not fully recover).
• Repaint bathroom and Bedroom 2 lower walls.
• Plumber to assess and replace vanity flexi hose and inspect all other flexi hoses in property.

The homeowner's insurer accepted the claim as a sudden and accidental event. The IICRC-certified drying logs, scope of works, and photographic documentation provided by NRPG were accepted without dispute.

The homeowner also had all remaining braided steel flexi hoses in the property replaced by a plumber after this event. Braided flexi hoses have an approximate 10-year lifespan and are a leading cause of residential water damage in Australia.

• ✓Braided steel flexi hoses are the leading cause of sudden residential water damage events in Australia. Any flexi hose older than 10 years should be replaced proactively.
• ✓Category 2 classification (not Category 1 clean water) was triggered by the 18-hour stagnation period. Earlier discovery and faster response would have resulted in a lower-cost, Category 1 restoration.
• ✓Thermal imaging on Day 0 identified moisture penetration into Bedroom 2 that was not visible to the naked eye. Without this step, the wall cavity would have been sealed over wet — guaranteeing mould within 2–4 weeks.
• ✓IICRC-certified documentation eliminated any dispute with the insurer. The drying logs and moisture readings provided a clear, objective record of the restoration scope and outcome.
• ✓Emergency make-safe began within 47 minutes — before any insurance approval was received. Waiting for approval would have extended water contact time and likely escalated the damage scope significantly.

Shut off the main water supply, photograph all damage before touching anything, and lodge an emergency claim immediately. Every hour of delay increases the risk of mould amplification and escalating restoration costs.