Case Study: University of Tennessee Knoxville’s Water Damage Response Transformation

Water damage is a costly and complex challenge for institutions, especially those managing expansive facilities. The University of Tennessee Knoxville (UTK), with 250 aging campus buildings and a range of new building construction defects, faced annual water losses ranging from $2 million to $4 million per year. Minor clean water incidents, such as winter pipe breaks, accounted for $200,000 per year – a significant expense for any institution. With insurance deductibles rising to $50,000 per incident, UTK recognized the urgent need for an internal solution.

Challenges

Before implementing a structured internal response, UTK grappled with:

• Unpredictable sources of water damage
• Lack of a dedicated water response team
• High staff turnover and insufficient training
• Limited access to specialized water damage mitigation equipment

These issues left the university reliant on external contractors, compounding costs and often delaying response to flooding events.

The Ready 2 Respond™ Solution

UTK partnered with the R2R program to overhaul its water damage response strategy. The goal was clear: manage water losses under $50,000 in-house to reduce reliance on contractors and streamline response efforts.

“We wanted to have the choice,” said Randy Hamilton, Interim Director of Operations at UTK. “Can we choose to handle a water loss completely in-house or to start the drying process and then turn it over to the contractor? Either way, I wanted to have options.”

The process began with a comprehensive, on-site assessment by the R2R team, which identified critical gaps in UTK’s existing water damage readiness. This assessment evaluated current response capabilities, equipment, and protocols – providing a clear roadmap for improvement.

Armed with these insights, UTK implemented a structured plan to address the gaps identified, including:

1. Training and Team Building – UTK established a well-trained facilities team equipped to respond to water events and train new hires.
2. Equipment Readiness – The facilities team stocked a dedicated emergency response trailer with professional-grade extraction tools, dehumidifiers, and airmovers.

Results

The transformation was a resounding success. UTK’s facilities team became proficient in responding to water events and mitigating damage swiftly and efficiently. The university saved $400,000 in contractor fees over 18 months by handling many clean water losses internally – savings that more than offset the costs of purchasing equipment and hiring two full-time water restoration technicians. The initiative also empowered the internal facilities team to address water damage issues proactively, enhancing the university’s resilience against future incidents.

Key Lessons

UTK’s experience highlights the value of starting with an in-depth assessment to understand current readiness and identify areas for improvement. Facilities managers can draw valuable insights from this case:

• Invest in Training – Equip teams with the knowledge to act decisively in a water event's critical first 100 minutes.
• Stock Essential Equipment – Maintain readily accessible, dedicated tools for water extraction and drying.
• Develop a Response Plan – Document procedures and assign roles to ensure clarity during emergencies.

“With the training we’ve received from R2R, I feel like my team is always ready,” Hamilton said. “I don’t have any fear of being unable to respond. I feel completely confident.”

The R2R team can help assess your facility's readiness and develop a comprehensive response plan. For facility management tips, follow us on LinkedIn and subscribe to our Facility Insights newsletter.