Customer Care
Client Service Portal
Need Assistance?
If you require assistance accessing or using our Service Portal, please contact our customer care team at service@suburbanconstruction.ca
Suburban Construction – Building Quality Since 1957
At Brotto Development, our commitment to quality extends well beyond the completion of construction. Through our construction and service company, Suburban Construction & Management Ltd., we provide comprehensive construction services and ongoing customer care across our residential and commercial properties.
With a history dating back to 1957, Suburban Construction is responsible for the construction of our new developments, as well as coordinating ongoing maintenance, warranty service, and service requests for our residential and commercial rental properties.
Our commitment to customer service is built on the same principles that have guided our construction practices for generations: quality workmanship, accountability, professionalism, and attention to detail.
Introducing Our Service Portal
As part of our continued commitment to providing exceptional customer care, we have developed our proprietary Service Portal, designed to streamline communication and make managing service requests, warranty matters, and maintenance appointments more convenient and efficient.
Through our Service Portal, homeowners and tenants can:
- Submit Service & Warranty Requests:
Easily create service tickets, report concerns, and upload supporting photographs. - Direct Coordination:
Service requests are automatically assigned to the appropriate Suburban team member, supplier, or subcontractor, helping ensure timely attention and follow-up. - Track Service Requests:
Monitor ticket progress, receive updates, and communicate directly with the parties responsible for addressing the issue. - Schedule & Confirm Appointments:
Conveniently coordinate, manage, and confirm service appointments through the portal. - Centralized Communication:
Access service history, correspondence, appointment details, and updates in one convenient location.
Whether addressing warranty matters in a newly constructed condominium, coordinating maintenance for a residential rental, or managing service requests at a commercial property, our Service Portal provides a centralized and transparent approach to customer care.
Our goal is simple: to deliver the same level of quality and attention to detail after construction that our clients have come to expect from us during construction.
Tarion New Home Warranty
At Suburban Construction, our commitment to quality and customer satisfaction continues long after you receive the keys to your new home.
Our newly constructed homes and condominium suites are protected by Ontario’s new home warranty program, backed by Tarion, providing eligible warranty coverage for up to seven years.
Warranty protection is divided into three coverage periods:
- One-Year Warranty: Covers defects in workmanship and materials, unauthorized substitutions, and applicable Ontario Building Code requirements.
- Two-Year Warranty: Provides additional protection for certain plumbing, electrical, heating, water penetration, and exterior building envelope issues.
- Seven-Year Warranty: Protects against qualifying major structural defects.
Submitting a Warranty Service Request
For your convenience, all warranty-related service requests should be submitted through our Service Portal. This allows our team to document your concerns, coordinate directly with the appropriate trades and suppliers, schedule appointments, and keep you informed throughout the process.
For detailed information about Tarion warranty coverage, exclusions, and important submission deadlines, please visit:
https://www.tarion.com/homeowners/the-new-home-warranty
Please note that submitting a service request through Suburban’s Service Portal does not replace any applicable Tarion warranty submission requirements or deadlines.
Emergency Matters
Certain situations may arise that are considered emergencies and require prompt attention.
For emergency service matters, please submit an Emergency Service Ticket through our online Service Portal. This is the preferred and most efficient way to report an emergency and ensure your request is received, properly documented, and directed to our service team for attention.
The following situations are considered emergency service matters:
- Complete loss of heat during winter
- Complete loss of electricity
- Complete loss of water
- Sewer blockage
- Water penetration or leaks
If you are unable to access the Service Portal or the situation requires immediate assistance, please contact our Emergency Support Line at 519-735-1800, Ext. 2.
For fires, gas leaks, or suspected carbon monoxide leaks, call 911 immediately.