Suite Service Work
Service work is completed during our regular site hours which are Monday through Friday from 8:00 a.m. to 4:00 p.m. With your permission, our representatives and service personnel can access your home to complete the work as expeditiously as possible. You should allow our representatives and/or subcontractors/trades access to your home during our site hours, at a mutually acceptable time arranged in advance, in order to complete the necessary work. Failure to do so will jeopardize your warranty rights.
Pre-Delivery Inspection (PDI)
A Sutherland representative will go through your home with you prior to, or on your possession date. This inspection is referred to as the Pre-Delivery Inspection.
During this inspection you will complete:
The Tarion Certificate of Completion & Possession Form, which also includes your Warranty Certificate. The original Certificate will be left with you. Sutherland will forward a copy of this form to the Tarion office on your behalf.
The PDI Form. You will thoroughly inspect your home along with our service representative to ensure everything has been completed as ordered and to note any deficiencies. Sutherland cannot be held responsible for any major repairs or servicing of items not listed on your PDI (i.e. surface damage).
At the time of the Pre-Delivery Inspection our service representative will leave a Homeowners Information Package with you. Please refer to this for additional information regarding your Pre-Delivery Inspection, 30 Day / One Year Service Lists, Warranty Coverage and general problem resolutions.
30 Day Service
After moving into your new home, you may notice that one or more of the items that you listed on the PDI Form have yet to be corrected. In addition, you may find other items within the first 30 days that were missed during your Pre-Delivery Inspection or have become apparent since taking possession.
At any time within the first 30 days after possession, you may submit a 30-Day Form listing outstanding PDI items and any new items discovered since you took possession of your home. Please note that you can only submit one 30-Day Form and copies must be sent to Sutherland and to Tarion.
Year End Service
The 30-Day Form is intended to catch most warranty items and allow for timely repairs.
However, it takes several months for the natural materials in a new home to dry and settle. After your new home has weathered an Ontario winter, new one year warranty items may emerge.
At any time within the last 30 days before the expiry of year one of your warranty, you may submit a Year-End Form listing any new or outstanding items. Only forms submitted on time will be accepted. Please note that you can only submit one year end form.
All forms can also be obtained by calling Tarion at 1-877-982-7466 or by visiting their Web site at www.tarion.com.
Service Contact Information
Our office is open Monday to Thursday 9:00am - 5:00pm & Friday 9:00am- 4:00pm.
Please fax a copy of all completed Tarion forms to 905-639-6492
Or by Mail to:
4151 Morris Drive
Our service department can be reached by phone at 905-639-2330 or by email at
Please note: All completed warranty forms must also be sent directly to Tarion in order to maintain your new home warranty coverage.
After Hours Emergency Service
In case of emergency, please refer to your Homeowner's Manual to see if a solution to the problem has been addressed in it. If this does not provide you with a solution please contact your property manager for further assistance.