Customer Service

At Lormel Homes, customer service is important to us. We would be happy to address any concerns you have. Our contact information is:

CUSTOMER SERVICE OFFICE

Phone: 905-832-2234

Email: service@lormelhomes.com

Emergencies

According to Tarion Warranty Corporation, an emergency is defined as any warrantable deficiency within the control of the builder that, if not attended to immediately, would likely result in imminent and substantial damage to your home, or would present an imminent and substantial risk to the health and safety of its occupants. During this period, it is important that you provide the builder and their servicemen access to your home. Examples of emergency situations include:

Total loss of heat between September 15-May 15
Gas leak *
Total loss of electricity *
Total loss of water supply *
Sewage stoppage *
Plumbing leakage that requires complete water shut-off.
Major collapse of any part of the home’s exterior or interior structure.
Major water penetration on the exterior or interior walls or ceiling.
A large pool of standing water inside the home.
Any situation where, in the opinion of Tarion, the home is uninhabitable for health and safety reasons.

* Situations due to failure of a municipality or utility to provide the service are not covered under warranty because they are not within the builder’s control.

EMERGENCY CHECK LIST

Total Loss of Heat +

Check function of thermostat. Has the main floor thermostat been switched to the OFF setting?
Has the master electrical power switch been shut off (generally located near furnace in basement)?
What is the temperature inside/outside of the home? If outside temperatures are moderate (fall/spring) the home will not cool down to an unreasonable temperature so start service call during business hours is suggested.
For high efficiency furnaces, check the exterior air/exhaust vents to ensure they are not blocked by snow since this condition can trigger a shutdown of the furnace.

Gas Leak +

Evacuate the home immediately and the appropriate gas utility should be contacted.

Total Loss of Electricity +

Determine whether electrical failure is of an area wide situation, if so, the local electrical utility will handle the problem in their usual manner. You do not need to contact the Builder.
If part of the home is off, check the circuit breakers, ground fault interrupters, etc.
Only in a case where there is no electricity in the entire home (unique to your home only) will an emergency service be required.

Sewage Stoppage (Blocked main sewer) +

Determine whether an entire blockage exists, odour in basement and sewage spilling into the basement from the floor drain are typical indicators.
Where a fixture (sink, toilet) is blocked but all other fixtures function normally, a regular service call on the next business day is required.

Plumbing Leaks +

Determine the nature of the leak and whether shutting off individual water line or fixture valve will temporarily solve the problem. Where a leak cannot be stopped in this manner and the homeowner has other plumbing fixtures, this situation is not deemed an emergency and can be handled by a normal service call.
In a situation where the entire house must be shut down at the main shut down valve or where the service from the street is broken/frozen, etc. The homeowner should contact Lormel Homes immediately.

Major Water Penetration +

Assess the location and severity of the leak.
Where the leak is minor such as through window or deal seals are minor seepage through basement cracks (no major/continuous accumulation of water), the homeowner should be able to contain the situation until a service call can be arranged.
Where water penetration is continuous, through walls and roof that may cause severe damages to interior finishes, Lormel Homes should be contacted immediately. Temporary measures will be required to stop or reduce water penetration to a manageable level until the exact cause can be determined before permanent repair takes place.

EMERGENCY CONTACT LISTING:

DIRECT ENERGY
(Hot water tank)

1-866-240-2619

Projects:

Horizon - Bradford
Carson's Creek – Innisfil
Velia – Woodbridge

ENBRIDGE (Gas)

1-877-713-4778

Projects:

Horizon - Bradford
Carson's Creek – Innisfil
Velia – Woodbridge

POWERSTREAM (Woodbridge & Bradford Sites)

HYDRO

INNPOWER

705-458-4329

Carson's Creek – Innisfil

ALECTRA

1-833-253-2872

Horizon - Bradford
Velia - Woodbridge
Woodbridge Retreat - Vaughan

Lormel Homes After-hours emergency phone number is 905-832-2234.
Monday to Friday 4:30 p.m. to 10:00 p.m. Weekends and holidays 9:00 a.m. to 5:00 p.m.
Please leave a detailed message with your name, phone number, site, lot number and nature of the emergency.

Warranty Information

Horizon Bradford

CLICK TO VIEW CUSTOMER SERVICE PACKAGE

Carson’s Creek Innisfil

CLICK TO VIEW CUSTOMER SERVICE PACKAGE

Register at myhome.tarion.com/hop/ Whether you own a newly built freehold home or a condominium unit, MyHome will help you stay on top of your warranty. You'll be able to:

Receive e-mail alerts for important dates and warranty timelines;
Fill out, save, and submit your warranty claim forms;
Upload supporting documents such as photos, receipts, and agreements;
Schedule a conciliation inspection when you need Tarion's help; and,
Receive official correspondence from Tarion electronically

CUSTOMER SERVICE