Customer Care Coordinator
- Carin Hill
- (905) 503-1407
- (905) 503-1607
St. John's Side Road & Alex Brodie Drive
- 7:30am - 5:00pm, Monday – Thursday 7:30am - 4:00pm, Friday
- Complete loss of heat during winter months
- Complete loss of electricity
- Complete loss of water or sewer blockage
- Water penetration into the home
- Plumbing Leaks
- Safety hazard related to major grading issue
For After Hours Emergency Support call:
Toll-Free: 1-877-MATTAMY (628-8269)
Hours of Operation:
5:00 PM to 10:00 PM - Weekday evenings
9:00 AM to 5:00 PM - Weekends and Holidays
IMPORTANT: For fire, gas leaks, and carbon monoxide leaks contact your local Fire Department or 911.
During these times, a Mattamy representative will respond within one hour. Our intention will be to have the original contractor correct the problem.
If this cannot be arranged, we will help you manage the situation until we can address it during the next business day.
Any item not mentioned above is not considered an emergency. Your Warranty Service Office will be happy to serve you during regular business hours from Mondays to Fridays.
1st Year Warranty Coverage
Mattamy warrants your home against defects in workmanship and material for a period of ONE YEAR starting on your Closing Day. You will have TWO (2) formal opportunities to request Warranty Service in your first year of occupancy:
- During the first 30 days of occupancy;
- During the last 30 days of the first year of occupancy.
To request Warranty Service at these times, you can submit warranty request forms online at:
To register online, you will need your Certificate of Completion & Closing (CCP form), which we provide to you at your PDI. For further instructions on how to register for Tarion’s MyHome Portal, please click the link above.
Upon receiving your Warranty Service Request we will contact you to schedule one or more service appointments. In order to complete the warranty work in your home, Tarion has established a CUSTOMER SERVICE STANDARD for Builders in Ontario. By adhering to this Standard, Mattamy will ensure that warranted items are being addressed within a reasonable time frame, while balancing your needs with the needs of our other Homeowners.
All questions relating to appointmet scheduling, the nature of work being performed, or the status of repairs should be directed to your Warranty Service Administrator. Tarion allows a period of 120 days to address the items listed on a statutory warranty form and requires Homeowners to permit access to the home during regular business hours to perform repairs. If you are not satisfied with the condition of a repair following service, please contact our Warranty Service Office and we will gladly review the repair of the item.
2nd Year Warranty Coverage
The following items are warranted against defects in workmanship and material for a period of TWO YEARS starting on your Closing Day:
- Plumbing system
- Heating system
- Electrical delivery and distribution systems,
- Water penetration or “leaks” from the exterior
- Major structural defects
- Exterior cladding
If you experience a problem with any of the above-noted items during your first two years of occupancy, please report it to us immediately, as these generally constitute an “emergency” repair.
3 to 7 Years Warranty Service
Your home is protected under warranty against Major Structural Defects (MSDs) for a period of SEVEN YEARS from your Closing Day. A Major Structural Defect is defined by the Ontario New Home Warranties Plan Act as:
“Any defect in materials or work that results in the failure of a load-bearing part of the home structure, or any defect in materials or work that significantly and adversely affects the use of the building as a home.”
Warranty claims for a Major Structural Defect can be made directly to Tarion or to Mattamy. Upon receiving your MSD claim, we will conduct an inspection of the concern and provide all necessary follow-up information to both you and Tarion.
Use these maintenance checklists to help keep your home safe and sound.
Let us help guide you through the steps of Mattamy home ownership.
To request warranty service:
- Complete your 30-Day / Year-End Form
- Submit your completed form to your Warranty Service Office and Tarion*
- Mattamy will schedule your service appointments
*Note: Tarion requires you to submit your form prior to your anniversary date. Forms can be found in your PDI Package or online at http://www.tarion.com.Tarion Forms
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