OUR HOME OWNER CARE APPROACH
Keltic’s goal for homeowners is to make your transition as stress-free and enjoyable as possible. Our customer care team is here to help you through each step of the process and to answer any questions you may have. We will continue to be available once you move in, and throughout the entire warranty period.
FREQUENTLY ASKED QUESTIONS
Where can I locate my Homeowner Guide?
Each homeowner receives their Homeowner Guide during the key handover process. Additionally, all guides, including warranty packages, are digitally accessible through the ‘Documents’ tab in your Homeowner Portal.
Where can I find information on my home’s warranty?
Your warranty packages are available in the ‘Documents’ tab of your Homeowner Portal. We also provide a physical copy during the key handover.
Who do I contact for deficiencies or repairs?
Keltic’s Homeowner Care team supports new homeowners with orientations, key pick-up, and in-suite warrantable issues during the warranty period. Strata Property Management is responsible for the day-to-day operations of the strata building, including arranging repairs and maintenance of common and limited-common areas. The Building Manager on site handles daily cleaning and maintenance, reporting repairs to the Strata Property Manager, and coordinating with contractors.
To report an in-suite service request, homeowners should submit a request (preferably with a photo) via the Keltic Community Portal. Please note that only warrantable service requests will be processed; our team conducts assessments to verify that they quality for warranty.
In case of an emergency, such as a total loss of heat, electricity or water, plumbing leak, or gas leak, homeowners should contact their Property Manager. For appliance related issues, homeowners can find their Trail Appliance contact information on the Keltic Community Portal.
What’s the process of resolving my deficiency requests?
When you experience an issue in your home, we have made the process straightforward for you.
- Report your issue on the Keltic Community Portal;
- Book an in-suite deficiency review on our Keltic Community Portal. A team member will come and assess your requests in person on the scheduled date;
- Our team collects all the issues for each unit, and we will evaluate them;
- The information is passed to our general contractor who collaborates with the appropriate professionals to address these problems;
- Once a schedule is set, we’ll reach out to you to arrange access for the repairs.
Please be aware that we are currently experiencing delays due to supply issues, and we greatly appreciate your patience during this time.
When can I expect my deficiency requests to be resolved?
Our homeowner care team aims to resolve your requests in a timely manner. The resolution timeline for each submission or deficiency depends on the nature of the request. For instance, certain parts may be imported and could take several weeks to arrive. Our homeowner team takes careful attention to all requests. Please note that deficiency requests are prioritized based on urgency. Supply restraints from suppliers affect resolution timelines as well.
Can I change, replace, or modify my appliances and/or hardware?
Homeowners have the freedom to switch or swap their appliances if it is permitted by the strata. We recommend that homeowners wait until their warranty expires, as any modifications or replacements made prior to that may void their warranties.
What system is in place for my home’s heating and cooling?
Heat pumps are a wonderful addition to your home, offering numerous benefits that help make your living space more comfortable and eco-friendlier. As required by the province, these systems support energy-saving efforts and reduce our environmental impact. Heat pumps have the ability to provide both heating and cooling, ensuring a comfortable temperature all year round. This versatility can also lead to savings on your utility bills. It is important to note that heat pumps may produce more noise compared to traditional systems. However, this efficient system allows for year-round climate control, energy savings, and environmental benefits.
How do I book the amenity spaces?
Homeowners can book the amenity spaces for private use and events through their Building Manager.
HAVE QUESTIONS?
GET MORE INFORMATION
To best serve you as a valued homeowner, please submit any deficiency requests you may have on the Homeonwer Portal. In additon, any information on your home or warranty packages is also found on your Homeowner portal.
