Damaged House

Friends returned from summer holidays to find the roof on their long-term rental property had fallen in on two floors. Much damage has been done to building and their possessions. They are not allowed to live in it. They have paid 11,000E in costs so far and now are paying hotel bills for temporary accomodation. This does not seem right. Can someone please clarify what their rights are in such an event? Luckily they were away otherwise their child may not be here as roof fell on her bed.
Mnay thanks