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Introduction


Damage claims are increasing— and so are the costs to the business. One of the most common causes? Brickwork damage during TV or Fibre installations.  ​

How much do you think the total cost of brickwork related claims was in 2024?​

Select to reveal ​

How many individual
damage claims do you think we had in 2024?​

Select to reveal ​

How much do you think
damage claims cost the business in total in 2024?​

Select to reveal ​

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ACTIVITY

Guess the cost​

Claim 1

Damage caused
Drilled entry hole and burst a brick

Group discussion
What do you think was the total cost of the claim?
Move to the next slide to reveal answer.

Claim 1

Repair cost was
‍£2,481.81

Group discussion
What actions could have been taken to prevent this damage?

Claim 2

Damage caused
Damage to external render during installation — caused by not drilling a pilot hole before turning the drill’s hammer action on

Group discussion
What do you think was the total cost of the claim?
Move to the next slide to reveal answer.

Claim 2

Repair cost was
‍£1,033.73

Group discussion
What actions could have been taken to prevent this damage?

Claim 3

Damage caused
Emergency water damage caused while mounting the ONT box — occurred when drilling the small mounting screws

Group discussion
What do you think was the total cost of the claim?
Move to the next slide to reveal answer.

Claim 3

Repair cost was
‍£5,755.27

Group discussion
What actions could have been taken to prevent this damage?

Claim 4

Damage caused
Pierced plasterboard where radiator pipes were buried behind

Group discussion
What do you think was the total cost of the claim?
Move to the next slide to reveal answer.

Claim 4

Repair cost was
‍£1,033.73

Group discussion
What actions could have been taken to prevent this damage?

Claim 5

Damage caused
Drilled into a plastic water pipe and the system had to be fully drained before the water could be switched off

Group discussion
What do you think was the total cost of the claim?
Move to the next slide to reveal answer.

Claim 4

Repair cost was
‍£6,076.09

Group discussion
What actions could have been taken to prevent this damage?

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What’s the impact?


We’ve seen how costly a damage claim can be for us —
but the impact on our customers can be just as significant.

What could be the impact on them?

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Damage awareness

Visit milestones

1
Arrive at the property

2
Unload the equipment

3
Moving & using equipment onsite

4
Drilling and detecting

5
Leaving the property

Group discussion
Work through each key milestone during a customer visit.
For each stage, discuss and list as many potential risks as you can. Think about:
What could go wrong?
What can you do at each stage to prevent damage and protect the customer’s property?

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ACTIVITY

Damage awareness

Arriving at the property

What are the
damage risks?

What are your responsibilities?

Arriving at the propery

Damage Risk
Other vehicles (stationary or moving); Public or customer property
Unsecured ladders
Items falling out of the van
Drives and pathways
Garden items
Customer vehicles

Your responsibility
Drive with due care and attention
Secure and store ladders correctly
Store equipment safely
Ensure stock is secured
Park considerately

Unloading the equipment

What are the
damage risks?

What are your responsibilities?

Unloading the equipment

Damage Risk
Customer vehicles
Ladder removal Property damage
Furniture
Soft furnishings
Flooring and carpets
Scratching or damaging vehicles
Damage to property/windows/doors Furniture knocks and damage
Hard floor scratches
Soft furnishing ripping, catching or staining;Carpet staining
Wall scuffs

Your responsibility
Correct manual handling techniques
Wear a clean uniform
Use overshoes
Ensure equipment casings (drill/meter) are clean
Walk your route to identify any hazards

Moving and using equipment onsite

What are the
damage risks?

What are your responsibilities?

Moving and using equipment onsite

Damage Risk
Moving ladders onsite
Moving ladders through the house
Safe Systems of Work (SSOW) equipment and set up issues
Poor manual handling
Unattended ladders or equipment
Dropping tools or equipment from height
Roof working hazards
Drill boxes and cable reels

Your responsibility
Use correct manual handling techniques
Be aware of your surroundings
Manage health and safety at all times
Plan your route
Follow best practices for ladder set up and climbing
Secure unattended ladders  and equipment properly

Drilling and detecting

What are the
damage risks?

What are your responsibilities?

Drilling and detecting

Damage Risk
Critical hits to hidden services (pipes, wires, and so on)
Brick bursts
Damp or moisture penetration
Unsealed holes
Property damage and aesthetics
Burns
Staining

Your responsibility
Use the Bosch GMS-120 detector, ensuring all functions are active
Follow drilling best practices, including positioning and predictive drilling
Seal all drilled holes properly using sealant, brick burst plates, and grommets

Leaving the property

What are the
damage risks?

What are your responsibilities?

Leaving the property

Damage Risk
Debris left from installation
Dropped clips
Old equipment
Environmental
Damage to vehicles
Personal injury
Pet injury
Trip hazards

Your responsibility
Complete a final walk around of the property
Remove all old equipment and debris
Ensure no dropped or old clips are left behind
Report any damage immediately following the correct damage reporting process

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Reporting an incident

click to
zoom


Important to know
Customers can bring a negligence claim up to six years after the incident. In some cases (known as latent damage) this can extend up to 15 years if the customer or third party couldn’t have reasonably been aware of the damage until much later.

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Wrap up


In today’s session, we explored the impact that property damage can have — not just on our customers’ trust, but also on the business.

Key takeaways
Damage is costly: Property damage claims cost the business over £850,000 last year
Prevention is key: Small changes in how we work at each stage of a visit can significantly reduce risk
We all have a responsibility: From arrival to leaving the property, it’s important to stay aware, plan ahead, and work carefully
Handling incidents properly matters: If something goes wrong, taking immediate action, being honest with the customer and following the reporting process protects everyone

Next steps
Reflect on the risks we discussed today and how you can apply safer practices during your visits.
Support each other — share tips, advice, and observations to help make every visit as safe and damage-free as possible.
Remember, this is just the beginning. Keep building on these insights and bring them into to your 1-2-1s for further discussion.