Existing customers FAQs
Managing your bills
How and when do I pay my rent?
Rent and any additional charges should be paid in equal instalments (quarterly or monthly), as specified in your Occupation Agreement. All payments must be made via direct debit through GoCardless. You can find a helpful guide to setting up payments via GoCardless here.
How do I update my registered email address?
To update your email address, please submit a request via email to credit.control@thearchco.com.
Where can I find information about my service charge?
Your Service Charge Pack, included with your Occupation Agreement, contains a detailed breakdown of your costs. If you have any additional questions, please contact your Property Manager.
Managing your space
Where can I find information on managing my space?
Our Customer Handbook provides general guidance and helpful tips on how to occupy your space. For specific details regarding your Occupation Agreement, please refer to the agreement itself. If there is any discrepancy between the Customer Handbook and your Occupation Agreement, the terms of your agreement will take precedence.
Who should I contact if I have questions about my tenancy?
Your Property Manager is your primary point of contact for any questions related to your tenancy. Please reach out to them for assistance.
Who should I contact if I have any questions about my property?
For any questions regarding your property or the common areas, please contact your Site Facilities Manager (SFM). They oversee the the maintenance of shared spaces on your estate.
Finding additional space?
Who should I contact if I need more space?
If you’re looking for more space, our Leasing Team can help you find the perfect solution. Reach out to your Property Manager, who will connect you with one of our Leasing Managers to explore available options.
How do I feature as a Customer Case Study on The Arch Company digital channels?
If you’re interested in being featured as a customer case study, please email thearchco.comms@thearchco.com. We’ll discuss the details and requirements with you. Please not that eligibility includes being in good standing with your lease, with no arrears or in breaches.
Your property contacts
Property Manager
Your Property Manager will be your primary point of contact throughout your tenancy. They will meet with you once your property has been handed over and are available to assist with any questions or concerns you may have. Don’t hesitate to get in touch with them whenever you need support.
Site Facilities Manager
Your Site Facilities Manager is responsible for maintaining the common areas of your estate. You’ll see them regularly conducting inspections and ensuring everything is working properly. If you have any questions or issues regarding your property or shared spaces, please reach out to them.
Other general inquiries
Who is my Property Manager, and how can they assist me?
Your Property Manager is your point of contact once you've taken keys for your space. They can assist with lease-related issues and problems within your demise. For common area concerns, the Site Facilities Manager may be your best point of contact. Please refer to the Property Manager and Site Facilities Manager database or contact The Arch Company if you are unsure.
Am I allowed to make modifications to the property?
Please contact your Property Manager to discuss this further.
Can I change the permitted use of the property?
Please contact your Property Manager to discuss this further.
How do I make a complaint?
We aim to deliver the best service possible for our customers, we understand that you may wish to raise a complaint in the instance that we have been unable to meet expectations. To raise a complaint, you can call +44 800 830 840.
Leasing team
What steps do I need to take to schedule a viewing?
To schedule a viewing, you can submit a form from our website using the form on a property page. Alternatively, you may contact us by telephone at 0800 830 840 or via email leasing@thearchco.com.
What leasing options are available?
Our minimum lease terms generally range between 3 to 6 years. Other leasing options may be available depending on the property and its terms.
What are the minimum and standard lease durations?
3 to 6 years
How much is the deposit?
3 months deposit
Are utilities included?
No
What does flexible use mean?
Multiple uses approved by the local authority for different business types.
Finance & Legal
Can I adjust the due dates for my rent payments?
Rent due dates are usually fixed in the lease but you can discuss potential options or arrangements with the Credit Control or Accounts Receivables teams.
What happens to any interest accrued on my deposit?
Please refer to your lease agreement dictates whether interest accrues on the deposit and how it is calculated and paid out.
Property management & Finance
Why has my service charge increased?
Please contact your Property Manager to discuss this further.
How much might I be expected to pay for dilapidations?
Please contact your Property Manager to discuss this further.
How does the service and maintenance charge system work?
Please contact your Property Manager to discuss this further.
How much will my service/facilities charge cost?
Please contact your Property Manager to discuss this further.
How does the maintenance and service charge structure work?
Please contact your Property Manager to discuss this further.
How do I find out the amount of rent I owe?
Please contact your Property Manager to discuss how to access your account online or who to contact in the finance department for your current balance.
When is my rent payment due?
Please refer to your lease agreement as this information is always specified in the contract or contact your Property Manager to discuss this further.
Where can I obtain a copy of my rent invoice?
Please contact your Property Manager for the details to the Credit Control or Accounts Receivables team.
What are the available methods for paying my rent?
Please contact your Property Manager for assistance.
How frequently do I need to make rent payments?
Please refer to your lease agreement, where the rent payment frequency will be detailed.
Who should I speak to regarding rent or invoicing concerns?
Please contact your Property Manager who can direct you to the Credit Control or Accounts Receivable teams.
How much deposit have I paid so far?
Please contact your Property Manager who can direct you to the Credit Control or Accounts Receivable teams. They will be able to provide the exact deposit amount.
When can I expect my deposit to be refunded?
Please contact your Property Manager who can state the general condition for deposit refunds, or direct you to the Credit Control or Accounts Receivable teams for specific timelines.
What advantages come with The Arch Company's fixed-price tariff plans?
Please contact your Property Manager to discuss this further.
I'm facing financial difficulties - what are my options?
Please contact your Property Manager who can direct you to the Credit Control or Accounts Receivable teams. You will be able to discuss payment plans or support options with them.
How will the government's Energy Relief Bill Scheme be implemented?
Please contact your Property Manager to discuss this further.
Property management & Insurance
How do I file a claim under the Landlord's buildings insurance policy?
Please contact your Property Manager who can assist you with filing an insurance claim for any qualifying damage.
What is the excess amount on an insurance claim?
Please contact your Property Manager to discuss this further.
What is covered under the buildings insurance?
Please contact your Property Manager to discuss this further.
Who holds the responsibility for insurance coverage?
Please refer to your lease agreement and/or contact your Property Manager to discuss this further.
How is the insurance premium determined, and how do I pay it?
Please contact your Property Manager to discuss this further.
What is included in a Fixed Maintenance Charge?
Please contact your Property Manager to discuss this further.
Who holds the responsibility for insurance coverage?
Please refer to your lease agreement and/or contact your Property Manager to discuss this further.
Property management & Legal
What responsibilities do I have under my lease agreement?
Advise the customer to refer to their lease agreement and/or contact your Property Manager to discuss this further.
My landlord wants access to my property - are they permitted to enter?
Please refer to your lease agreement and/or contact your Property Manager to discuss this further.
Am I allowed to sub-let my unit?
Please refer to your lease agreement and/or contact your Property Manager to discuss this further.
What are dilapidations, and why do I need to pay for them?
Please contact your Property Manager to discuss this further.
I've been issued a Schedule of Dilapidations - what steps should I take?
Please contact your Property Manager to discuss this further.
What maintenance and repair responsibilities fall under my lease? Am I allowed to sub-let my unit?
Please refer to your lease agreement and/or contact your Property Manager to discuss this further.
Where can I access a copy of my lease agreement?
Advise the customer to contact their property manager to discuss this further.
I'm experiencing an issue with my unit - how should I proceed?
Advise the customer to contact their property manager to discuss this further.