A Day in the Life of Our Customer Care Team

At Concord, we understand and value the importance of supporting our clients throughout the entire home ownership process, which is why our dedicated Customer Care Officers are right by your side, every step of the way.

During the week, you’ll find Concord Customer Care Officers assisting our clients in several ways:

  • Examining the buildings under construction to conduct pre-inspection deficiency reviews.
  • Hosting one of our many events, such as our Pre-Completion Informational Event that we host for purchasers nearing the completion of the building.
  • Conducting our Customer Care Programs such as your Formal Walk-Through Inspection and your Key Hand-Over Appointments.
  • Resolving assigned Customer Service Request Forms submissions for projects under warranty.

Our Customer Care Officers work diligently to ensure you’re set up for success when you choose to purchase a home with Concord.

Pre-Inspection Deficiency Review:

Our Customer Care Officers work closely with our construction team to identify and review deficiencies in your suite before the official Formal Walk-Through Inspection with you. Any potential deficiencies found by the critical eye of our Customer Care Officers are addressed for you.

Pre-Completion Information Event:

Formal Walk-Through Inspection:

Once any potential deficiencies are addressed after our Pre-Inspection Deficiency Review, our Customer Care Administration team will reach out to you to arrange an appointment date for your Walk-Through Inspection.

This exciting time allows you to take in the fixtures, architecture, and craftmanship within your soon-to-be home. In the case any deficiencies are found during this time, your Customer Care Officer ensures to do their very best to resolve these with our construction team before your ownership of the suite.


The Customer Care Administration team will send out a Formal Completion Date Notice for each suite, requesting for clients to speak to their lawyers to finalize any conveyancing and mortgage details prior to the hand-over of keys.

Key Hand-Over Appointments:

The significant moment when your Customer Care Officer officially provides you with the key to your brand-new home. Now it’s time to officially celebrate and revel in the quality and ingenuity of your Concord building.

To Completion and Beyond:

Once you have officially closed and taken ownership of the suite, you won’t be saying goodbye to your Customer Care Officer just yet, as they are there for you even after the closing of your building. In the event you discover a new deficiency in your suite that was not previously reported, you can submit an online service report here:

Once our team receives your service request, we do our very best to resolve it as soon as possible. For example – once a service request is received, your Customer Care Officer will do the following:

  • Review potential deficiencies during an in-suite visit
  • Liaise with our Warranty Team to determine if the deficiency is covered for repair.
  • If warrantable, your Customer Care Officer will notify you of the status of your request and arrange for an appointment time for our construction team to repair the deficiency.

Post-Completion Events:

Our Post-Completion events are our chance to appreciate you!

To welcome our new residents and tenants of Galleria at Concord Gardens – Da Vinci Collection in Richmond, British Columbia, we hosted a joyful Summer Garden Party. The day was a wonderful opportunity for neighbours to meet and mingle with one another, all while immersing themselves in the music, delicious food, and family-friendly activities.

For the residents of Hillside West at Concord Brentwood, we had the pleasure of hosting a housewarming party. Residents and homeowners enjoyed delicious food and drinks while partaking in fun activities hosted at the state-of-the-art amenity facilities, such as our entertainment lounge, pet spa room, games room, roof terrace, yoga and fitness room, music room, and theatre room. To further enhance the experience, we brought in garden experts to provide seminars and set up displays for the guests to enjoy.

In addition to our Customer Care events, our wider Concord team is committed to enhancing the communities and neighbourhoods we build through sponsoring and hosting events focused on culture, health and wellness, and the arts. These events include Tour de Concord, the Concord Pacific Dragon Boat Festival, the City of Surrey’s Fusion Festival, the City of Burnaby’s Canada Day, the RBC GranFondo Whistler, Vancouver Pride Festival, lululemon X Concord Pacific Summer Yoga Series, and Four Fires Festival, to name a few.

Whether it’s your first home or a continued repeat experience with us, our team here at Concord is committed to providing you an exceptional experience throughout your entire home-owning journey.