After-Sales/Customer Care Program

Ballymore Homes builds every new home to meet or exceed the structural requirements and health and safety standards of the Ontario Building Code. Like every new home in Ontario, it is protected by the builder's warranty, and backed by the Tarion Warranty Corporation.

Homes are covered by the builder and manufacturer's warranty for material and work defects for up to One Year, and for Two Years for delivery and distribution systems in the home, and water penetration of the building exterior walls and foundation.

At the time of your Pre-Delivery Inspection you receive the Tarion Homeowner's Information Package. This booklet provides all of the information you will require with respect to your rights and responsibilities under the Ontario New Home Warranties Plan Act.

NOTE: It is important that each homeowner is aware of and understands their rights and responsibilities under the Warranty Act.

The objective at Ballymore Homes is to "Build it Right the First Time®". However from time to time, minor items will arise that require adjustments, which our Customer Service staff will address for you.

Pre-Delivery Orientation

Approximately one week to 10 days prior to the date of possession, a representative of Ballymore Homes will guide you through your new home. At this time they will review all of the operating systems in the home (heat, electrical, plumbing and ventilation) so you are familiar with them. Feel free to ask questions so you are comfortable with their operation. Any minor items that are found during this visit will be recorded on a warranty form to document the conditions that existed prior to moving into the home.

30-Day Warranty Form

During the first month of occupancy of the house, you may find minor items, which are not working, or require adjustment. These items should be noted on the 30-Day Form, which is provided in the Homeowner's Information Package and submitted to Ballymore Homes and Tarion before the 30th day of occupancy. At this time, you should also include any outstanding items from the Pre-Delivery Orientation, which have not been addressed. The warranty forms can be easily completed on line and are available on the Tarion web site at www.tarion.ca. Simply click on MyHome to register to complete and submit your forms. If a 30-Day form is not submitted, the homeowner will have to wait until the last 30 days of the first year of possession of the new home to notify the builder and Tarion of outstanding warranty items.

Year-End Warranty Form

Use the Year End Form (provided in your Homeowner's Information Package or obtain from the Tarion web site) to notify the builder and Tarion of any outstanding warranty items, which you have observed since submission of the 30-Day Form.

Second-Year Warranty Form

The Two-Year warranty coverage is for water penetration through the basement or foundation walls; defects in materials and workmanship that result in water penetration of the building; defects in work and materials in the electrical, plumbing and heating delivery and distribution systems. Any warranted item needs to be reported to the builder prior to the end of the 2nd year in the house.

Emergency Exceptions to the Warranty Process

A warranted emergency situation should be reported to your builder immediately, within the first two years of occupancy. An emergency situation is defined as: Total loss of heat between September 15th and May 15th; Gas Leak; Total loss of electricity in the house; Total loss of water supply; Plumbing leak that requires complete water shut-off; Major collapse of any part of the house; Total sewage stoppage; Major water penetration of an interior wall or ceiling (due to a burst pipe).

  • Emergency situations due to the failure of a municipal or utility provided service are not covered under warranty, as they are not under the builder's control.

Should an emergency situation occur and the builder is not reachable within 24 hours, assistance is available through Tarion by calling 1-877-982-7466.

NOTE: When work is required in the home, be sure to provide the builder and trades access to your home during normal business hours. Failure to do so will jeopardize your warranty rights.


Today's building products have eliminated much of the time-consuming and tedious work involved in home maintenance. However, no home is maintenance-free, and it is the responsibility of each homeowner to ensure that they are caring for their home and protecting its warranty.

By conducting regular inspections and maintenance on your home, you will be helping to ensure that your warranty rights are protected. The Homeowner's Information Package provides useful tips to help you with home maintenance, and for controlling the moisture in your home.

"Refer to Caring for your Home" for tips on how to maintain your new home.