When your home Has a Problem
If you have chosen your builder wisely it is likely that your new home was built with skill and craftsmanship. However, even in the best built home things can go wrong. Be assured that most builders take care of their warranty obligations. In the event that you run into problems in dealing with your builder or if they go bankrupt you have the Peace of Mind Advantage that the Ontario New Home Warranty Program (ONHWP) is here to assist you. For 1st and 2nd year concerns contact your builder. If you think you have a problem with a Major Structural Defect in the 3rd through 7th year, then contact ONHWP directly.
One of the reasons you purchased a new home was the ability to have your own decorating tastes and lifestyle reflected in the finishes of the home. As you settle in to your home, you may want to start applying wallpaper, changing paint colours, finishing the basement, installing decks etc. Because your home is built with new materials it may need time to settle. Therefore, it is recommended that you wait at least twelve months before you make any major changes to avoid running into problems.
Your warranty coverage may be limited because of the changes you make. For example, if you apply your own wallpaper and there is a leak, the builder is responsible for repairing the leak but not the wallpaper you installed. If the work you, as a homeowner, completed causes problems in the home your builder is not responsible. You should review "What's Not Covered" before you proceed with making any changes to your home. If you additional information on this topic contact your local ONHWP office.
For further information on what to expect as far as settlement, drying out etc. obtain a copy of our publication What Every New Home Buyer Should Know. This publication can be obtained through Order Express.
You should have received instructions from your builder on how to handle emergency items. Review with your builder what he defines as an emergency, and ask who you should contact in that event. Some builders will provide you with a listing of their trades phone numbers so that you can contact for emergency help.
Important: Do not undertake any work without giving your builder the opportunity to assess the problem and take corrective measures. You will not automatically receive reimbursement from the builder or ONHWP and completing the work yourself may affect your warranty coverage. If you are unable to reach your builder contact your local ONHWP office before you proceed with any repairs.
However, should there be no other choice but to have the work completed yourself it would be wise to document the problem with pictures (if possible) and obtain a detailed written report of the problem and repair methods used by your contractor.
Once you have settled into your new home, you may notice some items that were not noted during the pre-delivery inspection. Ask your builder for his policy for submitting additional items during the warranty period. Your concerns should always be submitted in writing for your protection before the end of the warranty period.
It is not unusual for today's builders to have a structured service program where they ask for submission of further concerns at a predetermined time; e.g. three months, nine months and twelve months from the original occupancy date. Your builder likely has this type of service plan so that trades can be coordinated effectively.
To ensure that you don't forget items of concern you may want to develop a list that is kept on your computer or in a central location. You can write them down as needed and don't have to worry that you will miss an item. When submitting your list to your builder try to have the items organized on a room by room basis. Attempt to describe your concern as best you can but don't worry about using technical terms. Some builders have developed a form for submitting your concerns; ask your builder if he has such a document.
If your home was built under a contract with a builder you will like deal with the builder directly instead of through a service department. Even though you may have established a close rapport with your builder during construction is it prudent to ensure that all concerns are documented in writing within the warranty period.
If you have purchased a new condominium home, you will need to determine which items are part of your unit and which are common elements. Common element concerns are to be forwarded to the Condominium Board for submission to the builder. If the condominium is not yet registered, then you should get together with your neighbours and form a committee who can then submit one list of common element concerns.
Always give your builder the opportunity to fulfill his warranty obligations. Good communication between homeowners and builders is probably the most important factor in resolving complaints. This dialogue often produces an acceptable solution saving time, money and aggravation to all parties.
To complete repairs your builder will require access to your home during regular business hours. Arrange with your builder on how access will be given.
Should you require ONHWP's assistance in resolving a dispute with your builder or if your builder is insolvent then review the information contained in The Warranty Process.