150504 - JK - Mattamy University Reference Guide/media/files/mattamy/... · Mattamy University...

Reference Guide

Ottawa Division

Mattamy University Reference Guide

Mattamy Homes Limited 2 March 2015

Contents

Customer Care Coordinator ........................................................................................ 3

Your Building Team ........................................................................................ 3

Your Warranty Service Team ........................................................................................ 4

Building Your Home ........................................................................................ 4

Your Framewalk ........................................................................................ 5

Framewalk Safety ........................................................................................ 5

Final Finishing ........................................................................................ 6

Municipal Inspections ........................................................................................ 6

Home Features ........................................................................................ 7

Preparing For Your Closing Day ........................................................................................ 8

Pre-Delivery Inspection (PDI) ........................................................................................ 9

Closing Day – Key Pick-Up ........................................................................................ 10

Tarion Warranty Corporation ........................................................................................ 11

Warranty Service ........................................................................................ 12

Emergencies After Closing ........................................................................................ 14

Community Completions ........................................................................................ 15



Customer Care Coordinator

Your Customer Care Coordinator is your Primary Contact at Mattamy Homes. He or she will keep you informed

throughout your home-buying experience by providing updates and prompt, accurate answers to common questions

about your new home.

Whenever you have a question about your new home, from the day you purchase until after your warranty period is

complete, your Customer Care Coordinator is available to answer your questions or concerns, research your

question and provide you with an update or direct your question to the appropriate person.

Why call Customer Care?

Construction status updates

Review details of your Purchase Agreement

Check on Closing Date status

Advice on closing preparation

Obtain copies of your agreement, amendments, or other paperwork

Questions about home construction

Questions about your Tarion Warranty prior to closing

Information about sod, driveways, street trees, fences and grading

Any other question you have about your new Mattamy home and community.

Your Building Team

Senior Builder – Responsible for managing all aspects of the production of the homes in your community,

including all planning, organizing and staffing. Your Senior Builder will deal with the majority of the

administrative and community-related issues, removing this responsibility from the Product Builders,

allowing them to devote more time and attention to the building of your home.

Builder – Responsible for the building of your home from the start of framing until your Closing Day. Your Product

Builder is the person responsible for completing your home before you move in, ensuring that our

subcontractors stay on schedule and follow the plans and specifications laid out for your home. He or she

conducts regular inspections of your home and also arranges for all municipal building inspections to take

place.

Assistant Builder - Assists your Product Builder with the daily supervision of the building of your home. Either

your Builder or Assistant Builder will offer you a courtesy Framewalk, which is a guided tour of your home

part-way through the building process. Your Assistant Builder may also follow-up after closing to arrange

the completion of any outstanding items from your Pre-Delivery Inspection (PDI) after you close.



Foundation Builder – Starts the building of your home by supervising the excavation, forming, and pouring of

your home’s foundation. Also responsible for the installation of driveways, decks (if applicable), and the

completion of grading & sod after closing.

Community Administrator – Responsible for the daily administration at the Construction Office, including

greeting visitors or answering calls that come into the office.

Your Warranty Service Team

Warranty Service Manager & Assistant Managers - Responsible for managing all aspects of your warranty

service after closing, including the completion of your 30-Day and Year-End Warranty Service Requests, and

responding to any emergency issues that arise.

PDI Representative - Will meet you at your new home a week or so before closing to conduct your Pre-Delivery

Inspection (PDI). They will provide you with a thorough orientation of your new home’s features and

functions and give you important Tarion information about your new home’s warranty. They will also

document any damaged or missing items found at your PDI.

Warranty Administrator – Similar to the Community Administrator at the construction office, your Warranty

Administrator is responsible for daily administration, including answering phone calls or greeting

Homeowners when visiting the Warranty Service Office. The Warranty Administrator will also schedule your

warranty service appointments and provide you with follow-up on the progress of repairs.

Building Your Home

The start of your home begins with excavation. This is when we start digging in preparation for pouring your

foundation. Your Customer Care Coordinator will be in touch to provide you with status updates around this time.

The next step is pouring of the concrete footings and foundation walls, which get back-filled once the concrete has

set and the Municipal inspection has passed.

After your foundation has been backfilled, framing usually begins right away, or there may be a span of several

weeks—or even months—before the start of framing if your home is designated as a “firebreak,” or if your

foundation was poured in the fall ahead of winter weather. Once framing has begun, you will see your roof plywood

completed. Over the several weeks that follow, we will begin installing your windows, roofing shingles, final stairs,

heating system, plumbing pipes, and electrical wiring. Following this, we will invite you for your courtesy Framewalk.



Your Framewalk

After the electrical, plumbing, and heating systems have been roughed-in, your Builder will invite you to take a

courtesy tour of your home to view the building process more closely. This is called a “Framewalk.” This courtesy

Framewalk may occur prior to the drywall being installed or after depending on the schedule.

Your Framewalk is an opportunity for you to:

Meet with your Builder/Assistant Builder

View the various distribution systems in your home

Review the Design Options you chose at the Design Centre

Ask any questions you may have

Framewalk Safety

Please be aware that when you come for your Framewalk you will be entering an active construction site.Therefore, there are certain precautions that must be taken.

We will provide a hard hat when you report to the Construction Office.

Make sure to wear appropriate footwear, i.e. no open-toed shoes – it is best to wear steel-toed shoes orboots if you have them.

We also ask that you do not bring any children with you, as the site can be especially hazardous forchildren. Children under the age of 18 are not permitted.

Before participating in your Framewalk, we will require you to sign a Safety

Acknowledgement waiver. This form is just to knowledge

that you are aware of the safety precautions we have described.

Framewalk’s occur will take place during normal business hours and usually last 45

minutes.

A member of your building team with contact you 2-5 days before to schedule.

Please be aware, your Framewalk is a courtesy. Although our intention is to offer a Framewalk to all ourHomeowners, the window of opportunity to do so is very brief. To keep your home on schedule, we may only

have a day or two to provide a Framewalk and may only be able to give you a few days’ notice. If this is aconcern for you, please let us know in the weeks leading up to it and we will do our best to accommodate your

schedule, if we can.



Final Finishing

After your Framewalk, the next step will be insulating your home. The exterior bricks may have already been

completed by this time, or they may just be getting started. Once the insulation is complete and passed by the

Building Inspector, the installation of drywall begins. When the drywall has been taped, mudded, primed and

painted, we are now ready to start the final finishings of your home.

Over the next several weeks, we will install your ceramic tile, baseboards, window casings, interior doors and

casings, your Kitchen and Bathroom cabinetry, hardwood floors (if applicable), plumbing fixtures, light fixtures, and

finally your carpet.

Municipal Inspections

In addition to frequent inspections by your Mattamy Building Team throughout the process, your home will beinspected at each of the following stages through a Municipal Inspection or through a specific inspection as listedbelow:

Building

Foundation

Framing

Heating

Insulation

Plumbing

Gas – Conducted by Enbridge

Grading

Electrical – Conducted by the Electrical Safety Authority

Occupancy

Although it may be tempting to install your own items while your home is under construction (such

as speaker wire or extra pot lights) please know that unauthorized installation of such items will

not pass inspection and will have to be removed.



Home Features

In an effort to ensure you are getting quality finishings in your home, we are always reviewing our included features

to bring you the latest styles and trends, and to take advantage of new technologies as they become available.

PEX Piping (plumbing supply lines) – Mattamy uses PEX piping in all our communities. PEX stands for cross-

linked polyethylene, which is a high-temperature, flexible plastic. PEX has several advantages over

traditional copper: it is flexible, so it can be run in single long continuous lines, resulting in fewer

connections at joints and reducing the potential for leaks; it is chlorine resistant and durable, with a life

expectancy of 50+ years; it is freeze-break resistant, unlike copper; PEX produces no “pipe knock” noise,

which is common with copper; and the smooth interior of PEX piping resists scale buildup and corrosion

that can affect water flow over time.

Insulation – One of the primary means of achieving a superior level of energy efficiency is to increase the air-

sealing and quality of insulation in your home. We have accomplished this in several ways:

Air-tight Construction – Careful construction methods ensure a tight building envelope to minimize heat

loss to the exterior. Exterior walls are value-engineered with fewer studs, reducing thermal breaks and

providing better heat retention and reduced noise penetration. This improves the overall insulation value of

your exterior walls, without compromising structural integrity.

Spray-Foam Insulation – Expanding spray-foam insulation is used in your garage ceiling, around windows

and other cantilevered areas with living space above (such as above porches and box or bay windows).

Spray foam insulation limits air pollutants, controls moisture problems, and emits no harmful fumes. It is

healthier, quieter and makes a noticeable difference in the comfort level of your home.

Heat Recovery Ventilator (HRV) – For our single family homes your HRV unit works in tandem with your HVAC

system to draw stale, interior air out of the home and exchanges it for fresh, outside air while allowing the

heat from the outgoing exhaust air to warm up the cold incoming air. This reduces energy loss, helps to

control humidity, and provides a healthier home environment.

Programmable Thermostat & Humidistat – Allows you to automatically control the temperature setting in your home

to accommodate your family’s specific needs and lifestyle. This reduces the amount of energy “wasted”

during times when you do not require full heat, such as when you are away from home or sleeping.

Seasonal Receptacle – One final touch we’d like to mention, Mattamy places an exterior electrical receptacle in

the ceiling of your front porch that is operated by a switch generally located in your hall closet. The purpose

of this receptacle is to provide you with a place to plug in holiday lighting, thereby reducing the need for

lengthy extension cords and also giving you the convenience of an inside switch to turn the lights on and

off. If you regularly decorate your home with festive lighting, you are sure to appreciate this added feature.

Humidifier – Humidifiers with humidistats are being installed to allow homeowners to easily monitor the humidity

in your home. Maintaining a humidity level between 35% and 50 % and a temperature range between 15

and 25 degrees Celsius is highly recommended in order to achieve a balanced environment.



Preparing For Your Closing Day

Lawyer – In the weeks leading up to your Closing Day, you should be in close contact with your lawyer to ensure all

closing arrangements are underway. If you have not retained a lawyer yet, you must do so prior to closing.

Documents are provided to your Lawyer approximately 1 week prior to your closing date. Please ensure

that you have provided your Customer Care Coordinator with your lawyer’s contact information at least

2 months before closing.

Utilities – Mattamy will set-up your primary utilities, which include hydro, gas, and water. However, we

recommend that you contact all applicable utility companies approximately 1-2 weeks before closing to

provide them with your new home address and contact information, as we will transfer these services to

you on closing. Please contact your Customer Care Coordinator if you need to get these numbers, or if you

need to get your new municipal address.

TV, Phone & Internet – Your Mattamy home comes equipped with all phone, cable, and internet jacks wired and

installed. You will have to make arrangements with your chosen service provider for the initialization of

your phone or cable service after closing, including all applicable charges and fees.

We recommend calling to schedule your service connection 3 to 4 weeks

prior to closing.

Hot Water Tank – Your hot water tank will be a rental unit provided by the designated service provider for your

community. We will arrange for set-up and delivery of your tank prior to closing. You will receive

information about your rental agreement, including billing, directly from the designated provider

Canada Post – Please remember to notify Canada Post that you will be moving. We also strongly recommend

having your mail re-directed to your new address. If your new postal code has been issued, your customer Care

Coordinator can give it to you, or you can find it on Canada Post’s website at

www.canadapost.ca. To get your super-mailbox key, please contact Canada

Post Customer Service directly at 1-800-267-1177.

Appliances – If you have purchased any appliances though Mattamy (such as an over-range-microwave, air

conditioning, etc.), these appliances will be installed prior to closing. Please schedule all other appliance

deliveries and installation to take place after closing.

Dishwasher Installation – Your Mattamy home comes equipped with rough-ins in place for the installation of a

dishwasher. The electrical wiring is provided within the dishwasher location. The plumbing rough-ins for

both drain and supply lines will be located under the main kitchen sink. In both cases, the final

connections will have to be completed when your dishwasher is installed. Please see your dishwasher

retailer for any additional information on the installation of your dishwasher.



Pre-DELIVERY INSPECTION (PDI)Approximately 2 to 3 weeks prior to your Closing Day you will be contacted to schedule your Pre-Delivery Inspection.

This will be your opportunity to:

View the features of your home room-by-room;

Become familiar with the operation of your furnace, hot water tank, ventilation system, electricalsystem, plumbing system, and normal Homeowner maintenance procedures;

Review the procedures for submitting Warranty Service Requests;

Record any damaged or missing items in your home.

Complete the Certificate of Completion & Possession (CCP)

Please note, your PDI is not a request for warranty service; it is a formal record of your home’s condition prior to

closing. We will make every reasonable effort to rectify any damaged or missing items before or shortly after you

close. However, due to time constraints and the amount of activity taking place around your Closing Day, we may

not get to everything as quickly as we would like to. Any items that are not completed by closing or within the

weeks that follow should be listed on your 30-Day Warranty Service Request Form.

Please be aware that your statutory warranty through Tarion does not cover any scratches or chips in finishing

materials, mirrors, tiles, plumbing fixtures, cabinetry, countertops, and windows that are not recorded at the PDI.

Your PDI will be scheduled during regular business hours, Monday to Friday.

It will take approximately 1 - 1.5 hours



Closing Day – Key Pick-Up

Closing day can bring a lot of excitement with it, as this is the day your new home will finally belong to you.

However, this day can also bring a lot of confusion and frustration for you, if you are not well-prepared. That’s why

we suggest that you make sure your lawyer has everything they need in the days following up to your closing day, so

that on the day of closing itself, all you have to do is relax, let the lawyers do their job, and pick up the keys for your

new home!

We are excited to announce a brand new element Mattamy is now offering to our Homeowners, and it’s brand new

to the industry too. We are now scheduling a Key Pick-Up Appointment for you on the day of your closing. When

you are contacted to schedule your PDI you will also be scheduled for a key pick up time. This time will be

reiterated at the completion of the PDI. Most appointments will take place in the afternoon on Closing Day.

At your Key Pick-Up appointment, you will meet at the Construction Office and one of the Building Team members

will follow you to your new home. He or she will take a few minutes to make sure everything is in order for you,

review your Pre Delivery Inspection list and that any questions you have get answered.

Knowing when—exactly—you will be receiving your new keys will also give you the flexibility to better plan your move

and schedule any appliance or furniture deliveries you need to make.

If you are concerned about your home closing on time, pleasecontact your Customer Care Coordinator before putting yourhome up for sale or giving notice to your landlord.

We will do our best to give you an accurate account of yourhome’s progress. Please note, however, that we can only offeran estimate, not a guarantee.



Tarion Warranty Corporation

Tarion Warranty Corporation is responsible for administering the Ontario New Home Warranties Plan Act, which

outlines the warranty protection that all New Home & Condominium Builders must provide, by law, to their

customers.

Your Warranty Coverage includes:

Deposit protection (up to $40,000)

Delayed Closing/Occupancy protection

Protection against defects in workmanship and materials

Registering with Tarion on their MyHome Portal is your first step for list submissions.

For more information, please visit Tarion’s website at tarion.com



Warranty Service

1st Year Warranty Coverage

Mattamy warrants your home against all defects in workmanship and material for a period of ONE YEAR starting onyour Closing Day. You will have TWO (2) formal opportunities to request Warranty Service in your first year ofoccupancy:

1. At your 30-Day anniversary 2. At your Year-End anniversary

To request Warranty Service at these anniversary points. You can fill out the online submission form.

Upon receiving your Tarion form we will contact you to schedule one or more service appointments. In order tocomplete the warranty work in your home, Tarion allows a period of 120 days to address the items listed on yourform. If you are not satisfied with the condition of a repair following service, please contact our Warranty ServiceOffice and we will gladly review the repair of the item.

By adhering to this Standard, Mattamy will ensure that warranted items are being addressed within a reasonabletime frame, while balancing your needs with the needs of our other Homeowners.

Items resulting from normal shrinkage and drying out of materials after construction will be

deferred to your Year-End service only, including:

Nail & screw pops Cracked drywall & tape joints Floor squeaks

Please be aware that these items are not covered under the statutory warranty for your home.

Regardless, we will repair them at your request, but we will not sand and paint as colour-matching

to the original paint is problematic. You may decide this is an excellent opportunity to give your

new home a fresh coat of paint in the colour selection of your choice.

IMPORTANT If using the online form, Tarion will provide the information directly to

Mattamy. Tarion must receive your form before the anniversary date.



2nd Year Warranty Coverage

The following items covered for defects in workmanship and materials TWO YEARS after

your Closing Day:

Plumbing system

Heating system

Electrical delivery and distribution systems,

Water penetration or “leaks” from the exterior

Major structural defects

Exterior cladding

If you experience a problem with any of the above-noted items during your first two years of occupancy, please report

it to us immediately following the procedure for requesting “Emergency Warranty Service” outlined later in this

booklet, as these generally constitute an “emergency” repair.

7-Year Major Structural Defect (MSD) Warranty

Your home is protected under warranty against Major Structural Defects (MSD) for a period of SEVEN YEARS from

your Closing Day. A Major Structural Defect is defined in the Ontario New Home Warranties Plan Act as:

“Any defect in materials or work that results in the failure of a load-bearing part of the home

structure, or any defect in materials or work that significantly and adversely affects the use of the

building as a home.”

Warranty claims for a Major Structural Defect can be made directly to Tarion or to Mattamy. Upon receiving your

MSD claim form, we will conduct an inspection of the concern and provide all necessary follow-up information to both

you and Tarion.



AFTER HOURS EMERGENCY SUPPORT LINE:

1-877-MATTAMY (628-8269)

Weekdays from 5:00 pm – 10:00 pm

Weekends & Holidays from 9:00 am – 5:00 pm

Emergencies After Closing

After closing, if you experience any of the following, we consider it to be an “emergency” and we will make every

attempt to correct it immediately:

Water penetration (leaks) through building envelope;

Plumbing leak;

Complete loss of water, electricity, heat in the winter months, or AC in the summer months.

If you experience an emergency please follow these 3 steps:

1. During regular business hours (Monday-Friday, 8:00am to 5:00pm) report the emergency directly to your

Community Warranty Service Office.

2. If between the hours of 5:00pm – 10:00pm Monday to Friday, or 9:00am – 5:00pm on weekends and holidays,

please contact our After Hours Emergency Support Line. Your call will go to our on-call Mattamy representative,

who will call you back within one hour. In some circumstances, a service technician may be dispatched to correct

the problem; if that is not possible, you will receive priority service at the start of the next business day and we

will advise you how to deal with the circumstances until then.

3. If outside of the above-noted hours, we recommend you wait until the next business day to report the problem to

our Warranty Service Office. If that is not possible, you will have to make arrangements for repairs on your own.



Community Completion

When you move into your new home, your community will (in most cases) still be under construction. Many of your

future neighbours’ homes will be at various stages of completion. For several months, construction crews will be

working and your street may be busy with activity.

We strive to complete adjacent homes quickly to lessen any inconvenience. We try to keep the area as clean as we

can but your Community is still a busy place. Caution and common sense should be exercised by all members of your

family. We thank you in advance for your patience during this period and assure you that we will complete your new

community as quickly as possible.

You should expect:

No sidewalks, curbs, parks

No lawn, gravel driveways, no rear deck (if applicable), barred patio doors

Dusty conditions and muddy streets, especially during the spring

Construction noise and traffic during the day

Exterior painting and trim details (e.g. shutters) may not be complete

You will have access to your home from a patio slab walkway from driveway to front porch and from

your garage to interior, if applicable.

Curbs & Sidewalks

The first step in the final completion of your Community is the installation of the curbs and sidewalks on your street.

We will provide you with notice a few days prior to installing the curbs and sidewalks, to let you know what steps

should be taken to ensure your vehicles are not blocking the roadways and to keep inconveniences to a minimum.

If parking on the street please ensure you adhere to the City bylaws for street parking restrictions.

Sod (grass)

Sod is a seasonal installation, which means we only lay it once we have been notified that the sod farms have

opened. If your home closes during this time, you will likely receive your sod within 3 months of your Closing Day.

If your home closes between November and April, then you will receive your sod within the first 3 months of the

following sod season (i.e. in June, or July).

We lay sod in “blocks,” not specifically in Closing Date order, so you may receive your sod earlier or later than some

of your neighbours who moved in before or after you. Also note that where space does not allow between homes, we

will place stone rather than grass.

Once your sod is laid, it will be your responsibility to water and maintain it in order to achieve a beautiful, healthy

lawn. We will provide helpful advice about this when the time comes, or you can contact your local garden center for

more advice.



Driveway Paving

The final step is driveway paving. Paving is completed once curbs, sidewalks, grading and sod have been completed.

You cannot park on your newly paved driveway for a minimum of 48 hours, longer in hotter weather. Use a block of

wood for trailers or kickstands so depressions are not left in the pavement, and do not start or stop quickly on your

new driveway. If your driveway is paved on an exceptionally hot/humid day it is preferred that you don’t park on your

driveway for 72 hours to allow for full curing. Please ensure you adhere to the City bylaws for street parking

restrictions.

Boulevard Trees

Once the grading and sod on your lot are complete, the final step in the beautification of your street is the planting

of trees. We will plant a variety of species of trees in your community, which will be located within the municipal

boulevard on your street and in other public green spaces. Although it is not possible for every lot to receive a tree,

as the location of utility poles and other services may not allow for it, we will aim to provide as many trees as

possible for the overall enjoyment of everyone in the community.

Fences & Landscaping

As you get settled into your new home, you will likely want to start making plans for landscaping your property and

installing fencing. Mattamy installs certain types of fencing in the community, which may include wooden privacy

fencing for homes on corner lots; chain link fence where lots border on public space, such as parks, schools, and

storm water management (SWM) ponds; and sound-attenuating fence, where applicable in your community. Specific

information can be found in your purchase agreement. Before installing your own fencing, please call us to find out

if your lot grading has been certified.

When making plans to landscape your property, it is important to keep in mind that most municipalities have strict

regulations about placing any landscaping in the municipal boulevard, which is a 5-6m strip of land between the road

and your property line.

More information is available on these and other topics visit us online at:

http://www.mattamyhomes.com/Ottawa/Service-Centre/

© 2015 Mattamy Homes Limited – Ottawa Division50 Hines Road, Ottawa, Ontario – K2K 2M5

Tel: (613) 831-4115http://www.mattamyhomes.com/Ottawa

March 2015

We hope the information

provided will help to make your new

home experience

a satisfying one.

Thank you for purchasing your

new home from Mattamy.

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