Customer Care

We’re here to help

A happy homeowner and tenant telling others about their experience with us is more important to us than anything. Word of mouth is, after all, still considered to be the best and most credible form of advertising.

Should you ever need us, we promise to do our best to act quickly, expertly and with the least amount of disruption to your use and enjoyment of your space. If you’re a homeowner, the quickest way to satisfy your concern is to read the Frequently Asked Questions below. We recommend that you do that before making a customer care request. You may not need us, after all.

Homeowners are important to us

There’s a lot to learn about your new home, it can feel a bit overwhelming. That’s why we do as much as we can to orient you to your home when we hand over the keys. But, it’s often a time of excitement and there are usually a lot of things going on in your life. Moving. Lawyers. Banks. Change of address notifications. The list is long. So, it’s not surprising that we get the greatest number of customer care requests from new homeowners within the first 30 days of their occupancy. Many of our homeowners’ questions and concerns can be satisfied by reading your homeowner manual or checking the FAQs listed below. If you still can’t solve your issue, please make a customer care request. We’ll do whatever we can as soon as we can to help.

What does my New Home Warranty cover?

1 Year – The New Home Warranty covers any defect in material or labour within the first year of occupancy of the new home. At the end of the one year, you will be reminded by letter to submit any defects that have arisen in your home, we kindly request that all cosmetic matters are reviewed at that time.

2 Years – The warranty covers mechanical systems, including electrical, heating and plumbing for two years.

5 Years – The warranty covers the building envelope for five years.

10 Year – The warranty covers the structure of the home for ten years.

More information is in the Homeowner Manual and subject to the terms and conditions of the Travelers New Home Warranty program and HPO residential construction standards.


Who do I contact with a question or concern about the common property?

Your Strata Corporation is responsible for maintenance of hallways, elevator, parking, storage, strata fees, extra building keys or fobs, and garbage collection, all facilitated through your Property Manager. Information on your Property Manager is in your Homeowner Manual or on your most recent Strata Council meeting minutes.

As a homeowner, what type of maintenance am I responsible for?

You are responsible for regular and seasonal maintenance of your home as outlined in the Homeowner Manual, such as sealing grout and replacing silicon as needed. You are also responsible to repair any damage caused, damage and wear and tear are not covered under warranty.

Who do I contact with questions or to report an issue with an appliance?

The warranty on appliances is offered through the supplier, you may contact them directly to arrange a visit from an appliance technician to review an issue, or to learn more about the warranty. Information on your project specific supplier is in your Homeowner Manual.

Who do I contact if I have more questions?

Please contact Customer Care by e-mail at or by phone at 604-648-1800

How do I find out more information about the colour scheme, fixtures or other installation in my new home?

Most information will be in your Homeowner Manual, if you have any further questions that cannot be answered here please contact Customer Care by e-mail.