PRIORITY REGISTRATION

Customer Care POLICY

FLATO Developments’ Customer Care Policy was created with you, the homeowner, in mind. Our Customer Care Team will make every effort to perform any required warranty service work promptly and with minimal inconvenience to you and your family.

We believe that communication is the key to meeting expectations and resolving any issues that may arise. We take pride in every home we build, and strive to provide you with the necessary tools, such as reference materials and inspections with our qualified professionals, so you can enjoy your new home for years to come.

Prompt and efficient service requires that we are able to contact you and gain access to your home. Therefore, it is essential that you forward your new telephone number and/or email address to FLATO Developments as soon as possible after you move in.

It is important to note that if you have provided us with master key access and choose to change the locksets on your home, or have a security system installed, that you notify us of this in writing. In the case of security systems, special arrangements for access to perform service work will have to be made.

Our Customer Care Office is open from 8:00 AM to 5:30 PM, Monday through Friday. In order to ensure accuracy and compliance with Tarion, we request that you refrain from making verbal requests. All warranty service requests must be submitted in writing by mail or email to:

FLATO Developments – Customer Care
Unit 503, 3621 Highway 7 East, Markham. L3R 0G6
O: 905-554-0162
E: customercare@flatogroup.com
H: Monday – Friday, 9AM – 5PM 

Please ensure that you include your phone number, civic address and Lot number (as indicated on your Agreement of Purchase and Sale) on all correspondence so that we may contact you, if necessary. Service requests will not be accepted by on-site staff or contractors.

The normal working hours of the on-site service personnel are from 8:00 AM to 5:00 PM Monday through Friday. We will make every effort, where possible, to schedule convenient times for service work should you wish to be in attendance. However, precise time frames are difficult to gauge and we would appreciate your understanding and co-operation in this regard.

Industry reports indicate that new homeowners experience an average of seven days that they must be at home to facilitate the warranty process during their first year of occupancy. This may impact your working schedule if you work during normal business hours, so please plan for this accordingly.

After the service is finished, you should notify our customer care for completion. If you have any questions or concerns regarding service work or you find that the work performed was unsatisfactory or incomplete, please notify us within 7 days. If notice is not received, the service call will be deemed satisfactory and complete and no further action will be taken.

 

YOUR NEW HOME WARRANTY

Once you have taken possession of your new home, builders in Ontario are deemed to provide statutory warranty coverage as described in the Ontario New Home Warranties Plan Act and backed by the Tarion Warranty Corporation. Your new home must meet or surpass the structural requirements and health and safety standards of the Ontario Building Code. Your new home is also protected by a mandatory warranty provided by FLATO and backed by Tarion Warranty Corporation. Click here for more information.

Learn more about PDI

What Is A Pre-Delivery Inspection?
Pre-Delivery Inspection Checklist for New Homes

Learn more about your new home warranty

Your New Home Warranty – The First Year
Your New Home Warranty – The Second Year
Your New Home Warranty – Years 3-7

 

Tarion Resources

Appointment of Designate PDI Form

Getting Ready for PDI

Homeowner Information Brochure

Your Closing/Occupancy Date(s)

Maintaining Your New Home

The Warranty Claims Process

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FAQS

What IS A PDI?
A PDI (Pre-Delivery Inspection) includes a walk-through and comprehensive inspection of your home. During the inspection, any scratches, dents, chips to your finishes should be noted on the builder’s PDI Form to confirm that these conditions existed prior to occupancy. You should also note on the PDI form if something has not been installed properly or completed.
HOW DO I SUBMIT MY WARRANTY FORMS?
Warranty forms can be completed on the Tarion website at www.tarion.com. The builder will email the homeowner information package to you right before your closing date. A copy of the warranty forms can be submitted to the Customer Service Office located on the site. Once the Customer Service Office receives the warranty form, they will proceed to schedule an appointment to review the items noted on the form.
CAN I INSTALL A FENCE AS SOON AS I CLOSE?
Installation of a fence cannot be done until the final grading has been approved. Grading approval consists of a two-step process, first the engineer hired by FLATO must approve the grading and send the report to the Municipality. Afterwards the Municipality will inspect your lot and approve the grading. Sometimes this process can take up to two years, which is why we inform homeowners to install the fence only after the final approval. If you install the fence before the Municipality can approve the grading, they will not provide their approval and instruct FLATO to access your yard to remove the fence and repair them to comply with the Municipality’s regulations. Once the grading has been certified by FLATO and the Municipality, the grading deposits will be released to you.
I PAID FOR A TREE; DOES THAT MEAN I’LL HAVE ONE? IF NOT, WILL I BE REFUNDED THE MONEY I PAID?
All tree planting/landscaping costs are paid for by the homeowners. This is to ensure the community helps to sustain the environment and improve the quality of life for all residents. The location of the trees is determined by the distance from the hydrants, driveways, lights and more. If the Municipality pre-approved plan does not allow a tree to be planted on your property, no fee will be refunded as it is meant to cover tree planting/landscaping for the entire community and not just for any individual property.
WHO IS RESPONSIBLE FOR SETTING UP THE UTILITIES FOR MY CLOSING DAY?
You are responsible to set up the utilities on closing, the homeowner should contact the utility companies and post office to set up an account. This should be completed a month before your closing day. (FLATO will provide you with a list of helpful phone numbers).
WHY CAN’T I PERFORM ANY WORK ON MY OWN PRIOR TO CLOSING DAY?
It is for the homeowner’s safety that we cannot allow you to do any work in your home before closing day. If you wish to perform any work on your own, you must wait until after closing day. Any independent work will be removed as it can affect the production schedule, obstruct the certification process, and void your warranty with FLATO.
HOW DO I GET MY KEYS ON MY CLOSE DATE?
The site coordinator will contact you to pick up your keys on the day you take possession of your home. If applicable, you will also receive your access fobs for the parking garage, amenities, and mailboxes. Closings take place between 2-5pm once the transfer of the title has been completed.
WHAT DOES ‘INTERIM OCCUPANCY’ MEAN?
Interim Occupancy refers to the point in time that you occupy your suite prior to closing day. The building is likely to be under construction during the interim occupancy and most of the common elements and amenity spaces are only partially completed. It is important for us to focus on completing the suites that are sold so homeowners such as you can move in prior to closing. During this time, a monthly fee to the developer will be charged; please note that the fees charged are not credited to the final purchase.
HOW LONG DOES INTERIM OCCUPANCY LAST?
FLATO will attempt to have registration take place as soon as we can but it may take up to a year after the start of interim occupancy.
WHAT DOES IT MEAN WHEN A BUILDING IS REGISTERED?
When a building is registered, it means the developer (FLATO) has met all the requirements and can now transfer ownership of the suites to the homeowner and the condo corporation that will be maintaining the building. The homeowners will stop paying interim occupancy fees once the building is registered and are able to rent or sell their unit.
WHAT DOES TARION COVER AND WHO ARE THEY?
Tarion is a regulator of Ontario’s new home building industry. Its primary purpose is to protect consumers of new homes by ensuring that the builders follow the provincial legislation. Tarion also ensures homebuyers receive their Builder’s warranty and provide a number of items covered under the one, two and seven year period. The Tarion warranty can be reviewed in your homeowner manual or with the customer care team at FLATO.
WHAT INSURANCE DO I NEED AND HOW DO I GET IT?
Insurance coverage is the responsibility of the homeowner to ensure their home or condo unit is financially guard against any unpredictable life occurrences. The insurance is required upon interim occupancy and after closing. It should cover liability, contents and any upgrades purchased from FLATO. Please make sure to contact your insurance agent for coverage prior to occupancy.
WHEN IS FINAL CLOSING AND WHAT HAPPENS ON THIS DAY?
Final closing occurs after the end of interim occupancy when the ownership of the property is transferred to the buyer. On closing day your lawyer who is representing you will receive your suite. Any outstanding fees/balance that is in your Agreement of Purchase and Sale would need to be paid for.
WHEN DO I GET MY KEYS?
Your keys would be given to you by the Customer Care team at FLATO on the day you take ownership of your unit. Access fobs for amenities, mailboxes and parking garage will also be given to you on this day.
CAN I GO INTO MY HOUSE DURING CONSTRUCTION TO SEE PROGRESS? AM I ABLE TO COMPLETE MY OWN WORK BEFORE MY HOUSE IS COMPLETE?

For our purchasers’ safety and for quality assurance during the construction process we cannot allow our purchasers to visit the site during construction, unassisted at any time whether it is to check on the progress or complete work inside the home.