In all instances of emergency, you should take whatever precautions are necessary in order to prevent further damage to the home (i.e. for leaking plumbing and burst pipes you should block water supply to that pipe by shutting off your emergency cut off valve located near the fixture or if the pipe is in the walls you must shut off the main water valve usually located at your kitchen sink cabinet.) If you have questions on what to do in an emergency situation please contact your Service Manager who would be happy to assist you. Listed below are some examples of emergency items and what should be done if they arise.

No Heat

• Be sure service switch is in “on” position
• Be sure filter doors are securely shut
• Be sure gas supply is in the “on” position
• Check electrical panel to see if furnace breaker is in the “on” position
• Be sure disconnect near heat pump it is in the “on” position
• If gas heat, be sure you have propane
• Contact HVAC Contractor if you continue to have this problem.

No Water
If potable water is not available at any location in the house

• In winter, be sure water meter is not frozen (can be thawed by hair dryer. Should be reported to local water authority.)
• Be sure main water valves are in on position.
• Contact plumbing contractor if you continue to have this problem.

Plumbing Leaks
Follow these steps immediately to prevent damage to home and valuables!

• TURN OFF VALVE CLOSEST TO FIXTURE FIRST (most sink faucets’ and toilets’ shut off valves are located behind toilet or below vanities)
• IF LEAK IS COMING THROUGH DRYWALL—YOU MUST TURN OFF MAIN WATER VALVE!
• Contact the plumbing contractor immediately.
• Notify GW HOMES of the situation.
  NOTE: If leak is caused by a frozen hose bib that has not been winterized or if alterations have been made to plumbing, contractor will require payment upon repair.

Roof Leaks

• Take precautions to protect home and belongings (buckets, towels, mop up water)
• Do not climb on wet roof to try to determine source of leak.
• If bulge appears in drywall due to moisture, puncture with pencil or other object to allow water to drain. Place container underneath to catch water.
  NOTE: A leak is only an emergency item if leak can not be contained through conventional means.
  NOTE: Always keep gutters and downspouts clear of debris. Clogged gutters and downspouts can cause water to back up under shingles, causing leaks.
  NOTE: “Ice Damming” is caused by freezing and thawing of ice build up on the roof, forcing water up under the shingles causing leaks. Although GW HOMES has added a weather guard your roof to prevent this from happening, please be aware that this is a natural occurrence that is not covered under the 2-10 Homebuyer’s Warranty for more information please see your 2-10 Homebuyer’s Warranty.
  NOTE: Contact GW HOMES to schedule repair of roof or any incidental damage due to leak. Repair will be made to drywall, paint, and flooring as necessary.

Window/Siding Leaks

• If bulge appears in drywall due to moisture, puncture with pencil or other object to allow water to drain. Place container underneath to catch water.
• Take precautions to protect home and belongings (buckets, towels, mop up water)

No Electricity

• Check to make sure area is not having a power outage (if entire home is effected)
• Check breakers in electrical panel to see if they have been tripped
• Call power company to trouble shoot problem (if entire home is effected)
• If Power Company states it is an internal problem, contact the electrical contractor

If your emergency item is due to a loss of heat, electric, or water, you should be sure that the situation constitutes calling a contractor before doing so. Make sure the supply is turned on. Please note that there may be more than one switch or valve you may have to check. Make sure you check the entire system before calling a sub-contractor. Also, see if any of your neighbors have water (for home with public water supply) and electric. By checking these items you may be able to save yourself a call, some hassle, and maybe even a service charge.

In most instances of Emergency Coverage the proper procedure is to contact the appropriate GW Subcontractor immediately, and then report the concern to GW HOMES. A list of emergency contacts from the various subcontractors has been supplied to you at your settlement.

Note: Loss of Air Conditioning never constitutes an emergency unless certain serious pre-existing medical conditions exist. This will be resolved during the normal business hours at the next available service appointment and is covered under Immediate Warranty coverage.

Overview of Customer Care System > Important Phone Numbers > 2-10 Homebuyer's Warranty
Manufacturer Warranties Information > Service System/Procedures > Emergency Guidelines
Immediate Warranty > Service and Billable Service Coverage > Service Request Form