Submit a service request or warranty claim to your builder

On a home that came from a builder invitation, Request Service in the sidebar opens a form that goes straight to your builder's team. Choose whether it is a warranty claim or a service request, say what is wrong, and click "Send to {builder}". The builder sees it as soon as you send it, and both of you follow it on the same request page until it is resolved.

If Request Service and Warranty Claims are not in your sidebar, the home is not linked to a builder organization. Claiming a home from a builder is how that link is made; otherwise, contact the builder by the email or phone on the Support & Contact page.

The form

1. Open Request Service. The page heading is "New request" and it names the builder it goes to.
2. Under "What kind of request?", choose "Warranty claim" (something you believe the builder's warranty covers) or "Service request" (a repair or problem, whether or not it is covered). If you choose Warranty claim, the page tells you how many days are left on your builder warranty, or how long ago it ended; you can still send it after the end date, with a note that it may not be covered.
3. "What is wrong?" is the title, in one line: "Upstairs bathroom tap drips constantly."
4. "Describe it": when it started, what makes it better or worse, what you have tried. This is what the builder reads first, so be specific.
5. "Which system? (optional)": pick from the home's systems, or "Not sure / not listed".
6. "How urgent?": "Low — whenever suits", "Medium — soon please" (the default), or "Urgent — causing damage or unsafe". Urgent requests sort to the top of the builder's queue.
7. Click "Send to {builder}", or "Save as draft" to finish later. A draft is private; the builder cannot see it until you send it.

Following the request

The Warranty Claims page (Repairs & Pros, under Show more) lists every request under Open and Closed. Open one to see "What you reported", the visit date if one is set, and the Conversation, which holds messages from both sides and the status history. Write in the box, click "Send", and the builder is notified. Messages are in-app; there is no email copy.

Reopening a Resolved or Declined request needs a note and sends it back to In review, so the builder sees why.

What to send, and how

One problem per request. Photos help; upload them to Documents first if they are large, and mention them in the description. Put dates in: when you noticed it, when it got worse. For a warranty claim near the end of a warranty window, send it before the date, even as a Medium; the warranty timeline explains why the send date matters more than the visit date.

What to do next

Keep the request open until the fix has held for a while, then let the builder mark it Resolved. If a request touches a system with its own manufacturer warranty, record the outcome on the system's page too; the Warranty Dashboard is where the end dates live.