Question 1

What is the Customer Hub?

Accepted Answer

The Customer Hub is now the primary place to raise requests, track updates and access key account information. Once you have activated your account, you can:

Raise service requests and track progress quickly and easily, then see updates as we deal with it.

Find your documents easily, all in one secure place. Access your occupation agreement, certificates and other important documents.

Control access for your team. Choose who in your business can log in, view information or submit requests

If you haven't yet received an invitation to activate your Customer Hub account, please email info@thearchco.com

Question 2

What should I do if I encounter technical issues with the Customer Hub?

Accepted Answer

If you or another user has any technical issues, whether it be log in issues, incorrect information, or you're unable to raise a case or upload a document, please send an email to info@thearchco.com.

Question 3

What should I do If I have a query about my space or want to raise an issue?

Accepted Answer

Please visit your Customer Hub and raise a case via the 'My cases' tab and we will assign it the appropriate team. Someone will be in touch within 2 working days with an answer or to discuss how we can help resolve the issue for you. If you haven't yet received an invitation to activate your Customer Hub account, please email info@thearchco.com. Please note that for property-specific issues, you should first check your occupancy agreement, as it may be your responsibility to resolve.

Question 4

How do I raise an emergency on my estate?

Accepted Answer

Emergency cases are any issue that: stops the running of the railway; presents danger to the business or members of the public or includes illegal antisocial behaviour (Raves, Illegal activities, etc). If you have an emergency to report, please contact our help desk on 0800 830 840.

Question 5

How do I make a complaint?

Accepted Answer

We aim to deliver the best service possible for our customers, but 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 0800 830 840 or email feedback@thearchco.com.

Question 6

Where can I find information on managing my space?

Accepted Answer

Your Customer Handbook provides general guidance and tips but please refer to your Occupation Agreement for specific details about your space.

Question 7

I'm facing financial difficulties - what are my options?

Accepted Answer

Please raise a case in the 'My Cases' tab within your Customer Hub and your Credit Control Manager will be in touch to discuss payment plans or support options. If you haven't yet received an invitation to activate your Customer Hub account, please email info@thearchco.com

Question 8

Who should I contact If I'm looking for new space?

Accepted Answer

If your business is growing and you're looking for larger or additional space, contact us today at expansions@thearchco.com and we'll find a new space that's right for you.

FAQs for Existing Customers

Customer Hub

Property Queries

Growth and Expansion