Home Care
Exceptional customer service is our goal
Our Commitment
Our Customer Care Team works strives to build lasting relationships with our homeowners exceeding your customer service expectations along the way.
From the time of purchase, to well beyond your possession date, we look forward to making your ownership experience as satisfying and seamless as possible.
Our Care
Before you take possession of your home, you’ll have an opportunity to view your completed Partners home at your new home orientation inspection. At this scheduled inspection, a Customer Care 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 Thrive Guide 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 Thrive Guide for questions about your home—including manufacturer warranties, contact information, and more.
If you still have questions or concerns after consulting your Thrive Guide, please complete the Warranty Request Form through your Homeowner Warranty Portal.
- Warranty appointments are scheduled Monday through Friday from 7:00 am to 3:00 pm (excluding holidays).
- If you have an after-hours warranty emergency, please contact your Partners Property Manager at 403-899-2560. An emergency is defined as: total loss of heat; total loss of electrical/power; plumbing leak, no hot water or total loss of water; total sewage stoppage/backup; appliance emergencies (fridge/freezer not cooling, water leaking while in use or after cycle).
- Please remember to consult your Trade list for their emergency numbers first (Plumbing / Heating / Electrical) prior to calling our property manager as you will be directed to call the trade first.
Arrive Crestmont and Arrive Sage emergency numbers
Central by partners and Symon by partners emergency numbers
Arrive D'Arcy emergency numbers
How to Submit a Warranty Request
Please fill out your Warranty Request through your Homeowner Warranty Portal with as much information as possible. Once you have submitted your Warranty Request, it will be processed as follows:
A Customer Care representative will review your warranty 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.
A Customer Care representative will process your request as soon as possible.
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 necessary warranty repair(s). If a trade is required, the necessary trade will contact you directly to arrange a time.
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.