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Providing Goods and Services to People with Disabilities

Highmark Homes is committed to excellence in serving all customers including people with disabilities.

Assistive devices/Assisted Access

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services and as required to gain access to our sales offices and finishing selection centre. Please call ahead and we would be happy to make customized arrangements for you (Customer Service – Rehana Ladak Tel: 905-760-2631 ex. 227).


We will communicate with people with disabilities in ways that take into account their disability. Our standard form Agreement of Purchase and Sale is available upon request in hard copy including large print format or electronic form.. All our products can be accessed and reviewed on our website including product details, pricing and site information. Our website is braille reader friendly. Other requests for product information in other formats should be communicated to Customer Service – Rehana Ladak Tel: 905-760-2631 ex. 227 and shall be produced as required to meet the needs of a person with a disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our sales office premises. For pre-arranged site visits, support persons are welcome to accompany any person with a disability; they will be required to comply with the safety standards applied to all persons going on site.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities f or customers with disabilities at any sales office or finishing selection centre, Highmark Homes will notify customers promptly. A clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at all affected locations.

Training for staff

Highmark Homes will provide training to employees, volunteers and ensure that others who deal with the public or other third parties on their behalf also have received appropriate training. Individuals in the following positions will be trained:

  • sales office staff, head office customer service representatives and managers

This training will be provided to staff as required.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Highmark Homes’ plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Highmark

Homes' goods and services Staff will also be trained when changes are made to this plan. Third party décor representatives (that assist customers with structural and finishi ng selection) and any other third party contractors in contact with Highmark customers shall be required to receive training as set forth above, with satisfactory proof of same required to be provided to Highmark. Effective January 1, 2012 Amended March 16, 2012

Feedback process

Customers who wish to provide feedback on the way Highmark Homes provides goods and services to people with disabilities can: provide feedback verbally by sending it directly by regular letter mail or email to: Rehana Ladak Highmark Homes 9000 Keele Street, Unit 13 Concord, ON L4K 0B3 service@highmarkhomes.ca or by clicking here

All feedback will be directed to Rehana Ladak and dealt with by management if required. Customers can expect to hear back within 5 business days. Complaints will be addressed according to our organization's regular complaint management procedures.

Modifications to this or other policies

Any policy of Highmark Homes that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Customized construction

We would be happy to speak to you about how your Highmark home can be customized to meet your needs. Effective January 1, 2012 Amended March 16, 2012


  • Deborah Hallowell & Neil Murray
    Deborah Hallowell & Neil Murray

    “Highmark has chosen a very good trademark name, “Love Your Home,” because we definitely love this house. We’re going to be here a long time so we hope Highmark’s around a long time as well. We would definitely encourage anybody that was looking for a new house to buy a Highmark home!”

    — Deborah Hallowell & Neil Murray

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