Homeowners

There’s a lot to learn about your new home, it can feel a bit overwhelming. That’s why we do as much as we can to orient you to your home when we hand over the keys. But, it’s often a time of excitement and there are usually a lot of things going on in your life. Moving. Lawyers. Banks.

Change of address notifications. The list is long. So, it’s not surprising that we get the greatest number of customer care requests from new homeowners within the first 30 days of their occupancy. Many of our homeowners’ questions and concerns can be satisfied by reading your homeowner manual or checking the FAQs listed below.

We’re here to help.
T: 604.648.1800
E: [email protected]

Wesgroup Customer Care Office (River District)
8590 River District Crossing, Vancouver
E: [email protected]

FAQ’s

Your Strata Corporation is responsible for maintenance of hallways, elevator, parking, storage, strata fees, extra building keys or fobs, and garbage collection, all facilitated through your Property Manager. Information on your Property Manager is in your Homeowner Manual or on your most recent Strata Council meeting minutes.

You are responsible for regular and seasonal maintenance of your home as outlined in the Homeowner Manual, such as sealing grout and replacing silicon as needed. You are also responsible to repair any damage caused, damage and wear and tear are not covered under warranty.

1 Year – The New Home Warranty covers any defect in material or labour within the first year of occupancy of the new home. At the end of the one year, you will be reminded by letter to submit any defects that have arisen in your home, we kindly request that all cosmetic matters are reviewed at that time.

2 Years – The warranty covers mechanical systems, including electrical, heating and plumbing for two years.

5 Years – The warranty covers the building envelope for five years.

10 Year – The warranty covers the structure of the home for ten years.

More information is in the Homeowner Manual and subject to the terms and conditions of the Travelers New Home Warranty program and HPO residential construction standards.

The warranty on appliances is offered through the supplier, you may contact them directly to arrange a visit from an appliance technician to review an issue, or to learn more about the warranty. Information on your project specific supplier is in your Homeowner Manual.

Please contact Customer Care by e-mail at [email protected] or by phone at 604-648-1800

Most information will be in your Homeowner Manual, if you have any further questions that cannot be answered here please contact Customer Care by e-mail.

Maintenance and User Manuals

The home maintenance manual is your comprehensive information source for your new home. Select your community from the dropdowns below to view all user manuals, product details, and a trades contact list.

Customer Care Service Request

If you have a Wesgroup Community Portal account, please click the button below to submit a service request, view the status of a pending service request, view your homeowner manual, or ask a question.

Wesgroup Community Portal

If you do not have a Wesgroup Community Portal account and have a warranty related concern regarding your home, please fill out the service request form below. We will contact you within 2 business days to outline next steps and set up an appointment.