Purchasing a new home is an exciting experience. At Tartan Homes, we strive to make the process run as smoothly as possible. The Tartan team will guide you through the process and monitor the completion of every stage so that you have an exceptional new home experience.
Like you, every homebuyer is important to us. Our commitment to your satisfaction continues to be the foundation on which we build. Our experienced team of Customer Care professionals is here to assist you.
We are committed to meeting, or exceeding, the standards of the ENERGY STAR® Program and the Construction Performance Guidelines of the Tarion Warranty Program. We use appropriate materials and skilled workers to complete the repairs, in order to meet or exceed industry standards.
613-822-3129
613-822-0368
Business Hours:
8am to 4pm
**IMPORTANT**
Keep your intake & exhaust pipes (white PVC on side or rear of home) clear of snow & ice. If the pipes are covered by snow, ice or other debris, it will shut down the furnace and hot water system. This is the responsibility of the homeowner. A service fee will be charged if a service request is placed as a result of failure to clear any debris from the pipes.
Owner’s Manual:
Homeowner Manual
Inspection Forms:
The Tarion Warranty Program provides excellent information on coverage. For more information click here.
Tarion also have some informative videos. Click here.
24-Hour Emergency Service:
During non-business hours, please direct calls to the following: Heating: Check the sticker on the furnace for emergency phone number. For all other inquires, please call the number below:
Emergency Phone Number:
613-229-2942
Where are my garage door keys?
If your garage keys are not with your house keys, then they will be on your kitchen counter.
I just moved in and the repairs from my Premove List are not complete. When will they be rectified?
Depending on the time between your premove date and your closing date, repairs may be in progress. Please include any unresolved premove items on your 30 day form.
I just moved in and noticed some items need to be fixed right away. They are not on my Premove List. Who do I call?
Call your service representative at 613-822-3129.
If I want to hire a Private Home Inspector, whom should I get?
Selecting a home inspector is an important decision. We suggest you to select someone registered with the Ontario Association of Home Inspectors (OAHI) who is trained and carries proper insurance. The OAHI sets qualification requirements, regulates its members and grants the “Registered Home Inspector” designation to qualified inspectors. Registered members of the OAHI have achieved the highest standard of training, education, and expertise in the home inspection industry. A list of qualified home inspectors is on their website at www.oahi.ca.
Why are there gaps between the hardwood floorboards?
Hardwood is a natural wood product and changes in dimension with changes in humidity. Lower humidity levels may cause the boards to visibly shrink.
Why is there no air return duct in all the bedrooms?
The HVAC Contractor calculates the size and location of the supply ducts and air return vents after the floor plans are drawn up by the architect. The location and number of actually installed vents does not always correspond to what is shown on the architect’s floor plans.
Why are my windows full of moisture? There is ice forming along the bottom edge of the window.
If warm moist air inside the house comes in contact with the window glazing on a cold day, moisture may condense on the windowpane at the edges of the glass near the frame. On very cold days, the condensation may freeze, forming ice. You need to ensure moist air in your home is removed at its source. Run the HRV on high for 15 minutes after a shower and use the range hood when stovetop cooking to lower humidity levels.
Why are the hardwood boards puckering and showing ridges?
Hardwood is a natural wood product and expands in width when the environment is humid. If the boards do not have room to expand, they push upward with a visible pucker or cupping. Proper control of the indoor humidity levels will prevent this from happening.
Where can I get a set of plans or blueprints for my house?
Your agreement of purchase and sale contains a copy of your floorplan. If you require more detailed information in the future, your home will be registered at the City of Ottawa and you may be able to obtain detailed drawings there.
Why is there only one heat vent in this room? The floor plan we received shows two.
The HVAC Contractor calculates the size and location of the supply ducts and air return vents after the floor plans are drawn up by the architect. The location and number of actually installed vents does not always correspond to what is shown on the architect’s floor plans.
Why is moisture dripping down the inside of the basement foundation walls in the winter?
The new concrete walls in your basement contain high levels of moisture and they take up to two years to cure. The vapour barrier on the inside of the basement wall traps this moisture and sometimes causes it to build up on the inside of the floor joists. This will dissipate with time as the house dries out. Use a dehumidifier and proper ventilation to speed up this process.
Why has my front walkway sunk down a few inches after the snow melted?
This is due to the normal settlement of the backfill around the house.
The snow has melted and I noticed the sod is very lumpy. The landscapers have not rolled it since it was installed.
The lumps will even out when the frost is out of the ground. Avoid walking on wet sod and freshly installed sod. The landscapers roll sod once, immediately after it is installed.
When will the driveway be paved?
The backfill around the house needs time to settle. It is best to wait for close to a year before paving in order to avoid future settlement problems. Normally, driveway paving begins in the month of June each year and finishes by October.
When will the outside be painted?
Normally, exterior painting begins in late May. It may take some time until the exterior paint is complete on all homes that were built during the winter.
When will the trees be planted?
Ideally, trees are planted in spring or late fall for better survival.
Why is the fireplace giving off a burning smell?
The burning smell is normal for a new fireplace. It is the oil left on the unit from the manufacturing process and it needs to burn off. The best thing to do is leave your fireplace on for six hours continuously to burn the oil off. You may need to open some windows to keep the smoke alarms from sounding.
The fireplace pilot light went out and I can’t get it to light.
The proper instructions for relighting the pilot light are located on a plate behind the lower grill of the fireplace.
Why has the front porch slab (basement floor slab, garage floor slab) cracked?
As the concrete cures and hardens, it shrinks and may crack. Settlement and changes in temperature also contribute to cracking. Generally cracks do not indicate a defect and do not require repair. Floor slabs are not a structural component of your home.
Why is the foundation cracked?
As is the case with floor slabs, concrete foundation walls crack as a result of shrinkage and/or settlement. Generally cracks do not indicate a defect, and do not leak. If you detect leakage at a foundation crack, contact the Service Department.
Why is the garage floor or porch floor starting to flake?
Salt, combined with the winter freeze/thaw cycles, can cause serious erosion to concrete surfaces. Most often the front edge of the garage floor is affected. It is important to keep these areas clean and to apply a suitable sealer to the concrete once a year to prevent salt damage.
Why are the outside plugs not working?
The Ground Fault Circuit Interrupter (GFCI) has probably tripped. The GFCI outlet is located by the front door or in the garage. Reset it by pushing the small reset button on the outlet. If the GFCI is not tripped, check the circuit breaker in the main electrical panel.
Why is the plug not working in the Main Bathroom or Ensuite Bathroom?
The GFCI in the Powder Room has probably tripped. The Reset button needs to be pushed to restore power to all three bathroom plugs.
Why is the ESA sticker on the breaker panel not signed?
Once the Final Electrical Inspection has passed, the ESA will forward the paperwork to Tartan’s electrician. The sticker on the panel is not normally signed as part of this process.
Contact Information
A Customer Care representative is available to assist you during regular business hours.
Regular Business Hours
Our normal hours of operation for customer care, in-home appointments and repairs, are Monday to Friday between 8AM. and 4PM
Emergency Contact
A Customer Care representative is available to assist you with emergencies, on weekends and after hours.
After possesion of your new home you will have access to your Tarion myhome account. Here you will report any issues you want assessed by Tartan on your 30 day form. This is forwarded to Tartan after 41 days; you will then be notified by Tartan of your service assessment. Repair dates are scheduled approximately 4 weeks from time of assessment.
After the 30-Day Inspection, Tartan will not inspect or process any more new items until your Year-End Inspection unless they are of an urgent nature. Please do not submit service requests to the site office at any time since they cannot be processed from that location.
Most often, the exterior of your home will be incomplete at occupancy. Depending on the season some items may not be completed until suitable weather conditions allow. Paint, curb, driveway and landscape crews generally begin work in late May. We expect that all exterior work will be complete by late July. We always attempt to schedule these works on a ‘first in’ basis, but there are occasions where an entire street will instead be done beginning at one end. If seasonal items require access to the house to repair, Tartan will contact you for a repair date. If seasonal items do not require access to the house to repair, Tartan will not contact you for a repair date
If an urgent problem arises, that was not documented on your PDI list or 30 Day Form, please call or email your customer care representative.
We suggest that, as you notice any repair items after the 30-Day Inspection, you prepare a list to bring these items to our attention. After we recieve your year-end form we will contact you to schedule an assesment.
If an item comes up that is covered under the second year warranty, please submit your concern to Tartan by email or call the service office before the second-year anniversary. Our Builder’s Two-Year Warranty, identifies the items covered under our two-year warranty service.
Tartan is committed to meeting or exceeding both the industry standards and the Tarion standards found in their Construction Performance Guidelines. This document is available on their website at www.Tarion.com. The Tarion Warranty Corporation backs your One-Year and Two-Year Builder’s Warranties. In addition, Tarion Warranty Corporation covers major structural defects under their seven-year warranty.
Click here for the Tarion Construction Performance Guidelines.
The following summarizes the Tarion Warranty Program Builder's Warranties.
Tartan Developments warrants for one year that your new Energy Star home is:
Tartan Developments warrants your home for two years against the following:
Tartan Developments warrants your home for seven years against the following:
Any defect in work or materials in respect of a building that:
Appliance and product manufacturers may provide warranties extending beyond the Builder’s Warranty. Any such warranties and operating instructions are included in your Premove Package or in the rear section of this Homeowner Manual. Direct any claims to the appropriate manufacturer as outlined in their warranty. Please contact us, if you need any assistance
The following conditions and/or items are not covered by the Builder’s Warranty:
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please visit the sales office for current pricing on all units.
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