How to make a warranty claim and what to expect

In a perfect world, you’d move into your new home where everything would be just right. In reality, you may find some things your builder still needs to repair, complete or install.

At Tarion, we’re here to back up your new home warranty and to ensure builders follow minimum customer service standards to repair or resolve items under warranty.

Warranty Claim Forms

The warranty claims process begins when you submit a warranty form. As a new homeowner, you must be sure to submit your warranty forms to us within the applicable timelines. Submitting a warranty form gives Tarion and the builder notice of your concerns and, if necessary, enables Tarion to get involved to help resolve any warranty disputes between you and your builder.

The simplest and most convenient way to make a warranty claim is through MyHome, our online portal where you can submit personalized forms and get email alerts about important deadlines.

When you’re filling out a warranty form, you should be specific about the nature and location of any problem. You should also consider including photos, videos or other documentation.

If you’re unsure whether an item is covered by your warranty, you can refer to Tarion’s Construction Performance Guidelines and the Homeowner Information Package you receive from your builder.

These are the warranty claims forms you can submit to Tarion;

  • A 30-Day Form may be submitted during the first 30 days of possession.
  • Prior to taking possession of your new home, you should have a Pre-Delivery Inspection (PDI). During this inspection, any missing or damaged items will be noted on a form. This form is not a warranty form but is a record of the condition of the home prior to possession.
  • You should list any unresolved warranty items from the PDI and any new items that have arisen since you took possession of your home on your 30-Day Form. You can submit only one 30-Day Form so make sure you include all the items that you want to report. If you do not submit a 30-Day Form before the deadline, you may submit any outstanding warranty items on a Year-End Form.
  • A Year-End Form may be submitted during the last 30 days of the first year of possession.
  • You should list any outstanding warranty items from your 30-Day Form as well as any new items. Only one Year-End Form will be accepted. It’s important to note that the first-year warranty is the most comprehensive and if you do not submit a Year-End Form before the deadline, you may risk not having certain items covered by the warranty.
  • A Second-Year Form may be submitted at any time during the second year of possession.
  • You should list any items that are covered under the two-year warranty or the major structural defect warranty. More than one Second-Year Form may be submitted.
  • A Major Structural Defect Form may be submitted any time after the second year of possession but no later than seven years from the date of possession.
  • You should list any items that are covered under the seven-year major structural defect warranty. More than one Major Structural Defect Form may be submitted.

Builder Repair Periods

The submission of a claim form triggers an initial 120-day period during which your builder should repair or otherwise resolve items on your form that are covered by the warranty.

In case your builder does not repair or otherwise resolve warranted items by the end of the initial repair period, you have 30 days to contact Tarion and request a conciliation. If you do not request a conciliation during this period, the items on your form will be withdrawn and Tarion will not be able to assist you.

If you request a conciliation, your builder will then have 30 more days to repair or resolve the items on the warranty form you submitted.

During the builder repair periods, you should provide access to your home for repairs and work with your builder to resolve the items.

Conciliation

If your builder does not resolve the items, Tarion will conduct a conciliation to determine whether the items on your form are covered by the warranty.  Tarion may inspect the items at your home and will consider any documents provided by you and your builder.  After the conciliation, Tarion will send a written report to you and your builder setting out Tarion’s assessment of the items.  If Tarion assesses an item as warranted, your builder will have 30 days to repair or resolve the item.  If the builder does not resolve it, Tarion will resolve it directly with you.

For more helpful information, view our video, Warranty Forms: Guidelines & Timelines.