As we enter the holiday season, our staff and operating hours will be reduced so our team can spend time enjoying the holidays with their families. We want to reassure homeowners that we have processes and people in place to help, should an emergency arise.

Holiday hours 2021

Thursday, Dec. 23 8 am – 12 pm
Friday, Dec. 24 Closed
Monday, Dec. 27 Closed
Tuesday Dec. 28 – Thursday, Dec. 30 9 am – 3 pm
Friday, Dec. 31 Closed
Monday, Jan. 3, 2022 Regular hours resume

What should I do in an emergency?

  1. Call the emergency phone number provided by your builder. If you live in a condominium, you should also contact the condominium manager and/or the corporation’s Board of Directors.
  2. If you’re unable to reach your builder, or if they’re unable to correct the situation within 24 hours, contact us for assistance (1.800.352.8240 or
  3. If there is damage to builder-installed materials, do not repair it if you don’t need to. If you cannot reach your builder or our team and have no other option but to have emergency work completed, you or a contractor should correct only the emergency condition and document the problem with pictures, both before and after.

What classifies as an emergency?

Certain severe conditions constitute an emergency. An emergency may be the result of a warrantable defect that, if not attended to immediately, would likely result in imminent material damage to the home or substantial risk to the health and safety of the occupants. Examples include:

  • Complete loss of heat (between September 15 and May 15*)
  • Gas leak*
  • Complete loss of electricity*
  • Complete loss of water*
  • Complete stoppage of sewage disposal*
  • Plumbing leak that requires the entire water supply to be shut off
  • Major collapse of any part of the home’s exterior or interior structure
  • Water penetration through the interior walls or ceiling
  • A pool of standing water inside the home

* Emergency situations resulting from the failure of the municipality or utility company to provide the service are not within the builder’s control. Emergencies resulting from an act of nature (such as ice or wind storm) should be directed to your home insurance company.