Customer Service

Welcome Home

At the time of your home purchase you will receive your “Welcome Home” homeowner information package, which is full of information to guide you through the entire warranty process. Within this package is essential home warranty information from Tarion Warranty Corporation, which explains your rights and responsibilities under the Ontario New Home Warranties Plan Act. The homeowner information package guides you through your Pre-Delivery Inspection, the one-, two-, and seven-year warranties provided by Tarion, and through Branthaven’s extended major structural defect warranty.

Our objective is to complete the construction of your home without deficiencies, however from time to time minor items will arise that require adjustments. During your Pre-Delivery Inspection you will have an opportunity to record the state of your home prior to possession. Within 30 days and then 11 months following your closing, you are also required to submit a list of any remaining warranted deficiencies you may have found in your home by mail or fax to both Tarion Warranty Corporation and Branthaven’s After-Sales Service Team. We aim to address all warrantable items on your deficiency lists as quickly as possible.

Pre-Delivery Inspection (PDI)

Approximately one week prior to your date of possession, our representative will guide you through an inspection of your new home. At this time you will be asked to identify any damaged, incomplete or missing items, along with anything that is not working properly. All of these items will be recorded on the PDI form documenting the conditions that existed prior to your move-in. If you are unable to assess something because it has not been installed, completed or cleaned, this should also be noted on your PDI form. This will be your first opportunity to view your new home in its finished state, and is also the perfect time to learn how to operate its operating systems such as ventilation, plumbing, heating and electrical. Feel free to ask as many questions as you like about your new home.

30-Day Service

Over the first few weeks as you settle into your new Branthaven home you may notice items not noted on your PDO which you would like to be addressed. We ask that you please compile an all inclusive list of items and submit it to our warranty department prior to your 30 day anniversary. Please submit the list to us by email service@branthaven.com or by fax 905-333-0689 and be sure to keep a copy for your records in order to maintain your warranty record with Tarion. Once your service request is received a technician will be scheduled to meet with you at your home and review the items of concern. Wherever possible we will attend to these items the same day however in some cases a follow-up appointment may be necessary to fully resolve all the items of concern. i.e. completion of seasonal weather sensitive items etc.

We ask that any items you notice after the 30 day service check point, with the exception of emergency items, be noted and included as part of your year end service request (see details below).

After Your First Year

The correction of all items on your 30-day and year end deficiency lists will mark the end of your Tarion One Year Comprehensive Warranty coverage. However, warranty coverage for the most critical components of your new home continues beyond the one-year comprehensive warranty coverage. For example, defects in our materials or work that result in water penetration in the building envelope, basement or foundation walls, or any defect in materials or work that results in the failure of a load-bearing part of the home’s structure are covered for either two or seven years, depending on the item. Effective as of your move-in date, these longer-term warranties run concurrently with the one-year comprehensive coverage and expire either two or seven years after you take possession of your home. Should you experience a deficiency under this coverage please notify us in writing prior to the expiration of the appropriate warranty coverage.

Please refer to your Branthaven Warranty Manual for more information.

Your Branthaven Warranty

Your warranty coverage with Branthaven Homes and Tarion begins on the date of possession listed on your Certificate of Completion and Possession from Tarion.

General Home Warranty……………………………………………… 1 Year

Warranty Against Water Leakage……………………………………. 2 Years

Warranty on Mechanical Units………………………………………. Manufacturers Warranty

Warranty on Major Structural Defects……………………………….. 7 Years

Please refer to your Warranty Policy for qualifications.

All correspondence should be directed to our Customer Service department. To ensure accuracy, please include your name, lot number, site, address, telephone and email when submitting your service form.

Please mail your form to:
720 Oval Court
Burlington, ON
L7L 6A9

Or submit by email to service@branthaven.com.

Note: to maintain your Tarion warranty you must also send a copy of your 30 day and year end list to Tarion.

Customer Service Department is available during normal business hours Monday to Friday from 8:30 am to 5:00 pm. Call: 905-333-9690 or email: service@branthaven.com.

Please call: 905-333-9690.
Dial 7 at prompt.

Certain severe conditions constitute an emergency situation. An emergency is defined as any warrantable deficiency within the control of the builder that, if not attended to immediately, would likely result in imminent and substantial damage to the home, or would likely represent an imminent and substantial risk to the health and safety of its occupants.

Examples of emergency situations include:

• Total loss of heat between September 15 and May 15*
• Gas leak*
• Total loss of electricity*
• Total loss of water supply*
• Total sewage stoppage*
• Plumbing leakage that requires complete water shut-off
• Major collapse of any part of the home’s exterior or interior structure
• Major water penetration on the interior walls or ceiling
• A large pool of standing water inside the home
• Any situation where the home is considered uninhabitable for health or safety reasons

*Emergency situations due to the failure of a municipality or utility to provide the service are not within the builder’s control.