• Ella Penthouse kitchen in Kelowna; apartment kitchen with island, dinning table, white chair and skyscraper facing outside during the day

    Homeowner Care

Mission Group

New Homeowner Service

We’re surpassing the norm in new homeowner service. Our Customer Care team is here to ensure your home is everything you dreamed of, and more. Welcome, neighbour.

Existing Homeowner? 

Kelowna Ella-Penthouse patio during the night; building private patio during the night with outdoor patio furniture and firepit

Prepare to Own

Your Customer Care service starts with setting you up with your dedicated Homeowner Liaison, who is there to guide you through the post-purchase process.

Ella-Penthouse penthouse closet during the day; Room closet facing outside

Building Phase

Your Homeowner Liaison will send out construction updates every two months and send you helpful information to prepare for your new home orientation and move-in.

Ella-Penthouse room during the day; room with queen bed and big glass windows facing Kelowna urban city

Move in and Live

Our relationship doesn’t end when we turnover the keys. We remain in touch and accessible to answer your questions about home maintenance, warranty and more.

Bertram exterior

Service Offerings

ASSISTANCE

Our friendly, reliable, and trustworthy in-house customer care team is committed to serving you.

GUIDANCE

We’re here to guide you through the homeownership experience, from taking possession to maintaining your new home.

SERVICE

If there’s a home issue you can’t solve, call us to help you find a solution.

SUPPORT

Access operating manuals and your warranty information with our web portal and printed guides.

Frequently Asked Questions

Who do I contact for emergencies? arrow

For life threatening emergencies call 911. For emergencies related to water and electricity, please contact your Property Manager. They’ll also have an after hours emergency line.

BC Building Code requires that exhaust fans control home ventilation, so fans must run for a certain amount of time. Your fan can run continuously, or it can be controlled by an adjustable device.

Please see details about what is covered under your warranty in the WARRANTY section below.

The BC Housing Residential Performance Construction Guide will provide you with information about deficiencies, including what’s covered under your warranty, and what’s considered acceptable performance.

Rather than conduct a year-end walk-through, let us know in writing about any applicable deficient items that need attention before your one-year warranty expires. Your one-year warranty on defects, materials and labour starts on your completion date.

It’s our goal to deliver your home on schedule. However, delays can happen due to circumstances beyond our control, such as an act of government authority, strike, lockout, materials or labour shortages, or detrimental weather conditions. We’ll update you regularly about your home’s construction schedule.

Appliance warranty items are handled directly with the appliance supplier, who is listed in your Homeowner Manual. Appliances provided with your home may include: fridge, stove, dishwasher, microwave, washer and dryer.

For information regarding all interior products used in your home (i.e. flooring, paint, cabinets, counter tops, window coverings, lighting, door hardware, etc.) please refer to your Homeowner Manual.

Ella Penthouse kitchen in Kelowna; apartment kitchen with island, dinning table, white chair and skyscraper facing outside during the day

Warranty Information

Every new Mission Group home is protected by a comprehensive 2-5-10-year warranty.

This coverage is provided to protect your investment and to make enjoying your new home as worry-free as possible.

Canadian Coverage Summary:
2-Year Materials & Labour Warranty*
5-Year Building Envelope Warranty
10-Year Structural Defects Warranty

*12 month/15 month/24 month: coverage for any defect in materials and labour, as per specific coverage detailed, in your Homeowner’s Manual.

For more information on specific warranty coverage, please view the Residential Construction Performance Guide from BC Housing.

Your home may have a Homeowner Portal. You would have received your login information as part of your home orientation or you can use your home’s default login credentials which can be found on the label affixed to your electrical panel to login below:

LOGIN

Homeowner Service Request Form