How can we help?

You can submit a Home Care request by:

1. Emailing homecare@epichomes.ca
2. Using the Home Care request form through the homeowner portal on our website

To help Epic respond more efficiently, please include:

1. a clear description of the issue
2. the location of the issue within the home
3. when you first noticed it
4. whether it appears to be getting worse
5. photos or videos, if available

Photos and videos can be extremely helpful in allowing our team to understand the issue before scheduling a visit.

For routine, non-urgent items, Epic generally recommends your first Home Care submission at approximately 3 months after occupancy so that any early settling-related concerns can be captured together. You do not need to wait if the issue is urgent or affects the safe use or function of the home. Concerns involving water, heating, electrical issues, or anything that could cause damage should be reported immediately.

Yes. For non-urgent concerns, it is often helpful to submit multiple items together in one request so Epic can review them more efficiently. Many homeowners keep a running list of minor items and include them in their 3-month or 12-month submission.

Once your request is received, Epic Home Care will review the information provided and determine the appropriate next step. Depending on the issue, this may include: asking for additional information or photos determining whether the issue appears to be a warranty matter, maintenance item, or normal settling condition arranging a site visit coordinating a qualified trade partner or technician outlining the next steps for repair, monitoring, or follow-up

If the issue requires further investigation, inspection, or repair, a member of the Epic Home Care team or one of our qualified trade partners may need to visit your home. In some cases, the information you provide may allow Epic to assess the issue without an immediate site visit.

Resolution timelines vary depending on the nature of the issue, the season, material availability, trade scheduling, and whether further assessment is required. Some issues can be resolved quickly, while others may require coordination with a trade partner or follow-up over time. Epic’s goal is to address homeowner concerns as efficiently as possible and keep you informed throughout the process.

If the issue is urgent, involves water, safety, heating, electrical concerns, or appears to be worsening, report it right away. For minor non-urgent concerns, especially those related to normal settling, many homeowners prefer to keep a running list and submit them at the 3-month and 12-month warranty milestones. If you are unsure whether something should be reported right away, Epic Home Care can help guide you.

You can still submit the request. Epic Home Care can review the issue and help determine whether it appears to be: a warrantable item a maintenance responsibility normal wear and tear a condition requiring further review

Yes. If you are unsure whether something is urgent, contact Epic Home Care and explain the situation. If there is active water, a safety concern, loss of heat during cold weather, or another issue that could cause damage to the home, do not delay in reaching out.