Homeowner Care

Providing families with a home comes with a duty of care—one that not only acknowledges the significant investment, but also appreciates the enormous trust that has been placed in us. Each Isle of Mann home respects this trust through a promise of quality and service that is backed by a simple fact:

we can stand by our homes because we live in them.

New Home Delivery

Moving into a new home is an exciting event for you and your family. Leading up to its completion, we take measures to ensure you know precisely what to expect throughout the delivery process, and will equip you with the resources to maintain the integrity of your new home for many years to come.

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A commitment

you can count on.

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Ongoing Care

Each family within an IOM community is a source of pride for us, but also a responsibility that we do not take lightly. Our Homeowner Care Coordinator works closely with our Property Management team to ensure your home enquiries are addressed diligently and with the highest standard of care.

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Frequently Asked Questions

Can’t find the answer to the question you’re looking for? Contact our Homeowner Care desk at HomeownerCare@IOMPropertyGroup.com and we’ll be happy to help.

What can I expect as I prepare to move into my new home?

As we approach the completion of your home, we will reach out to you to schedule a New Home Orientation appointment with yourself and a member of our Homeowner Care team. During this appointment, the Homeowner Care Coordinator will introduce you to your home and its various features and functions. More importantly, they will guide you through each room to ensure that you are completely satisfied and answer any questions or concerns you may have.

What can I expect during the New Home Orientation?
  1. Quality Assurance Protocol
    As you move throughout your home, the Homeowner Care Coordinator will diligently note any deficiencies you may notice in craftsmanship, or minor damage that may have occurred during the finishing stage of construction within the Quality Assurance Work Order Form. The Coordinator will further assist you by noting any deficiencies he or she may notice during the orientation themselves. For your knowledge, the most common items to examine during an orientation are as follows: paint, countertops, windows, tiles, cabinet doors, light fixtures, carpets, sinks, mirrors, flooring, basins, glass, bannisters, plumbing fixtures. Please note that cosmetic surface damage caused during construction is readily noticeable during the orientation. Such damage may also occur during the move-in process or as a result of daily activities / normal use. After IOM repairs the items listed during the orientation, repair of cosmetic surface damage will be the homeowner’s responsibility. However, we are aware that there may be issues that come to your attention after settling in, or as a result of the daily activities in your home. For these issues please consult our Homeowner Satisfaction Program.
  2. Homeowner Manual
    Upon executing the Work Order form, IOM will proceed to correct the noted items. We will also supply you with your Homeowner Manual to keep notes, warranty information and all other material relevant to your new home. The Homeowner Manual serves as a journal of all the sub trades involved in the construction of your home, as well as a detailed account of all equipment and appliances—it will be a useful tool to reference in the event of additional work on your home in the future.
  3. New Home Warranty Overview
    Throughout the orientation, the Homeowner Care Coordinator will give you a brief overview of your new home warranty and outline your coverage. You can use this opportunity to ask any questions that you may have about your home maintenance or the 2-5-10 Warranty. Prior to the orientation, we suggest you make notes about any questions or concerns that you may have and bring them to our attention during the orientation so that they can be clarified or addressed.
  4. Considerations for the New Home Orientation
    Please note
    that attention to detail and clear communication is essential for the best outcome of the orientation. The following tips will help you know exactly what to expect and help achieve the best possible outcome:
    • The orientation can take up to 45 minutes. Please be punctual and make all other personal arrangements prior to the orientation as we will likely not be able to accommodate extra time due to the volume of home deliveries.
    • While we understand that your friends and family may be eager to see your new home, we recommend that homeowners attend the orientation alone. This is to ensure that all parties are completely focused on the objective of the orientation. To this end, please make prior arrangements for children and/or pets to minimize distractions.
What is the Homeowner Satisfaction Program?

While we make it our duty to deliver a deficiency-free home, we are aware that there may be issues that come to your attention after settling in, or as a result of the daily activities in your home. For these issues Isle of Mann provides a complimentary 60-day and 11-month Homeowner Care Service Call. We ask you to take note of these time periods and forward any issues which arise via our service request form (below) by providing an itemized list with both a detailed description and precise location of the issue. Please note that nail-pops occur due to natural settling conditions and are best addressed at the 11-month mark. Please also note that while our Homeowners’ satisfaction is our priority, our Field Manager maintains discretion as to whether a claim falls within the parameters of the program.

What can I expect after I move into my new home?

To help us ensure you are pleased with your homebuying experience, we have joined forces with Avid Ratings—an independent research firm providing surveys, consulting and training exclusively to the homebuilding industry.

If you have recently purchased a home from IOM, you will be invited by Avid Ratings to complete a short survey 30-days after closing, requesting information on your buying experience and home features. This will give you the opportunity to provide honest and timely feedback about our processes, products, and service.

Whether we have exceeded your expectations at every step or fell short in any way, we appreciate and value your candid feedback. In addition to directly improving Isle of Mann’s processes and practices, you will also become eligible to win up to $500 from Avid Ratings by submitting your survey.

Please note that information provided to Avid Ratings is used for surveying and reporting purposes only.

What do I do if I need something repaired?

If you believe a repair is required in your home, please fill out a service request form (below). You will be asked to provide your full name and phone number, where you can be reached during business hours, a description of each item to be repaired, and your preferred availability to complete the repairs. One of our Homeowner Care Coordinators will contact you within two to three business days to review your concerns and book an initial review of your request.

What times can I book an appointment?

Warranty appointments can be booked Monday through Friday between 7am and 3pm.

Who do I contact if I need additional information?

Our Homeowner Care Coordinator is available Monday through Friday between 9am and 5pm to answer any questions you may have, and to schedule move-in appointments.

What is the warranty?

Your home is covered by WBI’s 2-5-10 Warranty. Home warranty insurance on new homes includes a minimum of 2 years on labour and materials (some limits apply), 5 years on the building envelope, including water penetration, and 10 years on structure. The 2-year labour and materials coverage is as follows:

  • Any defect in materials and labour:
    • 12 months on detached homes and on non-common property in strata units (includes fee simple homes)
    • 15 months on common property of strata buildings
  • Defects in materials and labour related to the delivery and distribution systems (electrical, plumbing, heating ventilation, air conditioning, etc.)
  • 24 months for all buildings

You will receive details of your policy in the mail in approximately 2-4 weeks following your New Home Orientation directly from the warranty provider. Please take the time to read and fully understand the warranty documents once you have received them.

Who looks after the maintenance of the building?

Homeowner Care Coordinators are your primary contact for all residential building enquiries—they will direct your enquiry accordingly.

Service Request Form

Please describe your service request in as much detail as possible, and one of our Homeowner Care Coordinators will contact you to review your submission.