Our Customer Care Team works hard to build lasting relationships with our homeowners. Exceptional customer service is our goal.
From purchase to well beyond your move in, we look forward to making your ownership experience as satisfying and seamless as possible.
Before you move in, you’ll have an opportunity to view your completed Partners home at your pre-occupancy inspection. At this scheduled meeting, an occupancy team member will walk you through your new home to familiarize you with the finishes and operational systems including gas, plumbing and electrical before we hand over the keys.
Our manuals and warranties are designed to support you in the transition to your new home and answer as many questions as possible.
Questions about your New Partners Home?
Please refer to your New Home Maintenance Manual for questions about your home—including manufacturer warranties, contact information and more.
If you still have questions or concerns after consulting your Homeowner Manual, please complete the Service Request Form below.
- Service appointments are usually scheduled Monday through Friday from 7:00 am to 3:00 pm (excluding holidays).
- If you have an after-hours emergency, please contact your Property Manager at PEKA (if applicable) at 1-855-306-4899 (PEKA's administrative fees will apply)
How to Submit a Service Request
Please fill out the Service Request Form below with as much information as possible. Once your Service Request is received through this online form, your request will be processed as follows:
A Customer Care representative will review your request. If there are any uncertainties with respect to the nature of the concern(s), issue(s) and/or warranty coverage, you will be contacted to confirm the specifics.
Within 48 hours, a Customer Care representative will confirm when your Service Request will be rectified.
When it comes time to rectify the issue(s) (either immediately or at one of your anniversary dates, depending on the nature of the issue or deficiency), our Customer Care team will contact you to arrange access to your home for initial inspection and/or to complete the service or repairs.
IMPORTANT: Please be available and prepared to provide our onsite Customer Care representative or trades person access to your home at the pre-scheduled time, or let us know in advance if there are any scheduling issues that arise, so alternate arrangements can be made. Should access to your home not be possible, we will be unable to resolve your service request and will have to reschedule the appointment.
Frequently asked questions
Built Green Canada is a non-profit organization that works with residential builders interested in responsible, sustainable practices and building high performance homes. The organization has accredited third-party certification, which requires builders to contract Energy Advisors to assess the effectiveness of the systems in the home. Buying a Built Green® home comes with many benefits including providing a healthier, quieter, more comfortable living environment with reduced operating costs and environmental impact. All Partners homes are certified Build Green® because we feel it’s the best and most sustainable way to build.
Yes, your new Partners home is covered by National Home Warranty, which includes a 1 year builders warranty on labour and materials, 2 years for distribution systems, 5 years on the building envelope and a 10 years on the structural integrity. Partners is required to warrant that our houses are constructed in accordance with the building standards prescribed by the Province of Alberta and the New Home Warranty "Construction Performance Standards".
At Partners, your safety is paramount. While we are in the process of building your home, the entire area will be an active construction site and will not be safe for you to enter your home until it is substantially completed. We will schedule a date and time to view your home at least three days prior to your prescheduled occupancy date.