What to Do if You’re a Century Communities or Century Complete Homeowner With a Service Emergency

Your safety is important to us!

While rare, major home issues can happen during the first year of homeownership—and we’re here to help you navigate them when they occur.

For many of the issues below, we'll advise you to:


BUT REMEMBER!

If an emergency threatens your health and safety, please call 911 immediately.

GAS LEAK

Depending on the severity and duration of a leak, you may have to abandon investigating and shutting off the source of the leak yourself. Instead, exercise extreme caution by evacuating your home and immediately calling 911. If time permits and the situation is less severe, take a wrench and shut off gas to your entire home as shown in the video below. When you’re able, submit an emergency service request online and/or call 888-885-5653.

 

ELECTRICAL

Electrical emergencies are categorized as issues that can cause injury, fire, or a complete loss of power.

  1. In the event you get shocked and/or see a spark coming from an electrical fixture, discontinue use and shut down the applicable breaker(s) at your subpanel. If in doubt, go to the main breaker and trip the power to the house. Once that’s done, contact your local Century Communities rep and submit an emergency service request online, or call our after-hours service number at 888-885-5653.

  2. If you smell a burning odor and/or see smoke, call 911 immediately, then proceed to shut off power to your home. Seek the advice of the 911 operator regarding intermediate steps you should take. When the issue is contained, submit a service request and call us at 888-885-5653.

  3. For loss of power, check the main breaker to determine if the main switch has been tripped. If the breaker has tripped, reset the breaker and check to see if your home has power again. If not, call the power utilities company to check if there’s a community outage. If power is localized to one or a few outlets, check the subpanel or reset the GFCI plug.


PLUMBING

Problems that arise from plumbing leaks, stoppages or backups can be extremely inconvenient. Our goal in addressing warrantable plumbing emergencies is to work with you to minimize the impact to your home and belongings in order to get your home up and running as soon as possible.

  1. Loss of hot water
    • If you have a traditional water heater and experience a loss of hot water, follow the instructions in the video below to relight your water heater’s pilot light.


    • For tankless water heaters, ensure that your units still have power and that the unit power supply hasn't been tripped.

      If your issue persists, call 888.885.5653.

  2. Sewer backups:
    • Turn off the water supply line at all toilets, tubs and showers.
    • Call 888.885.5653 and wait for further instructions.

      Note: If the plumber finds that the stoppage is due to a homeowner-induced obstruction, we will require that you reimburse for any plumbing services rendered.

 

HEATING, COOLING, AND VENTILATION (HVAC)

In most cases, a loss of heat or air conditioning doesn’t constitute an emergency requiring a response after-hours or on weekends. As such, these types of requests are generally handled during workweek business hours. However, if you’re elderly, have medical conditions, or have a newborn at home, we will prioritize your request for after-hours and weekend repairs.

  1. Complete loss of heat. Depending on the time of year and the severity of outside temperatures, a loss of heat may require emergency service, which you can request by calling 888-885-5653 and submitting an online service request.

  2. Loss of air conditioning. Similar to a loss of heat, a loss of air conditioning will be addressed in the order received, and emergency priority will be assessed depending on the time of year and outside temperatures.

  3. Gas leak. If you are experiencing a gas leak, follow the instructions in the video below to shut off the main gas at the gas meter on the side of your home. Once the gas has been shut off, notify your local gas company.

 

ROOF LEAK

Like any leak, roof leaks are a major inconvenience—and pose a unique set of safety hazards for the professionals who have to mitigate height and wet conditions to fix them. In the event of a roof leak, we’ll ask for your help in capturing water to prevent personal property damage (i.e., buckets, towels, pans, etc.). When rain stops and conditions are safe for workers to investigate the source of the leak, we’ll dispatch the roofer to perform repairs. Call 888-885-5653 or submit an emergency service request to report a roof leak—but note that roof leaks are not covered outside of a year.

Tips:

  • If a leak occurs and your ceiling is saturated, consider poking a hole to create relief and allow the water to channel into a bucket. This will minimize the spread of water in your ceiling. If you see water coming from a light fixture, turn off power immediately.
  • Help prevent leaks by having a licensed and bonded roofing company perform routine maintenance, which includes removing leaves, bird droppings and other debris from the roof assembly.
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