This is a guest article by Tom Barber, Ontario's New Home Ombuds.
The second Thursday of October is internationally recognized as Ombuds Day. As we mark Ombuds Day 2026, I would like to take this opportunity to highlight an important question we often hear from homeowners: When should I contact the New Home Ombuds office?
The New Home Ombuds office investigates complaints about Tarion and serves as a source of information for homeowners about Ontario’s new home warranty program.
Understanding when to contact our office can help ensure that concerns are addressed fairly and effectively.
Start with Tarion
The New Home Ombuds office is an independent office within Tarion. Before contacting us, homeowners should first raise and escalate their concerns directly with Tarion and give Tarion a reasonable opportunity to respond.
In most cases, this means that the issue should have been brought to the attention of a Tarion manager or another senior Tarion staff member, before it is raised with our office. Many concerns can be resolved through Tarion’s own review processes, and it is important that Tarion have the opportunity to address issues before we become involved.
If you have raised your concerns with Tarion and believe that the matter has not been handled fairly, we may be able to help.
Contact Us Promptly
While Tarion should have the opportunity to respond first, homeowners should not wait to contact the Ombuds office if they feel Tarion’s response is unfair or does not address the issue raised.
Our work is most effective when we are able to review issues that are currently affecting a homeowner’s claim. We can often help clarify issues, facilitate communication, and identify fairness concerns while a matter is still active. For that reason, we encourage homeowners to contact us as soon as they believe there may be a fairness issue that has not been adequately addressed by Tarion.
Waiting too long might limit our ability to review the issue or obtain meaningful remedies. We focus on current concerns rather than past matters, so it is important not to set issues aside or save them for later.
How We Can Help
We review complaints related to issues such as delay, communication, and Tarion’s decision-making process. With your consent, we will gather information from Tarion and assess whether the matter has been handled fairly.
If our review identifies fairness concerns, we can make recommendations aimed at resolving the issue. We also look for broader trends that may indicate a systemic problem affecting multiple homeowners and, where appropriate, recommend improvements to Tarion’s processes and practices.
Independence and Impartiality
The New Home Ombuds office operates independently of Tarion’s management. The Ombudsperson reports directly to Tarion’s Board of Directors and has an administrative reporting relationship with the Board’s Stakeholder Committee.
We do not take sides in a complaint. Our role is to objectively assess the information we receive, identify fairness concerns, and work toward fair outcomes. Independence and impartiality are essential to maintaining the trust of homeowners and stakeholders alike.
We're Here to Help
If you have raised your concerns with Tarion, given Tarion an opportunity to respond, and continue to have concerns about the fairness of how your file is being handled, we encourage you to contact us.
You can reach the New Home Ombuds office at 1-877-880-3828 or ombuds@newhomeombuds.ca.
And have a happy Ombuds Day!