Existing customers FAQs

Managing your space

Where do I find information on how to manage my space?

Our Customer Handbook provides general guidance and helpful information on how to occupy your space.

For the specific terms of your Occupation Agreement, please refer to your Occupation Agreement. If there are any differences between the content of the Customer Handbook and the terms of your Occupation Agreement, the terms of your Occupation Agreement will take priority.

Who do I speak to if I have any questions about my tenancy?

Your Property Manager is your main point of contact, if you have any questions about your tenancy to get in touch with them.

Who do I speak to if I have any questions about my property?

Your Site Facilities Manager (SFM) looks after the maintenance of the common parts of your estate, If you have any queries about your property or common area, please reach out to them.

Managing your bills

How and when do I pay my rent?

Your rent and other charges that are due should be paid in equal instalments (quarterly or monthly) as outlined in your Occupation Agreement.

Payments of rent and any other charges in relation to your property require to be paid by direct debit at all times. These can be set up via GoCardless. A useful guide to GoCardless can be found here.

How do I update my registered email address?

You can change your email address by submitting a request via email to credit.control@thearchco.com

Where do I find information on my service charge?

You receive your Service Charge Pack with your Occupation Agreement which gives your detailed breakdown of your costs. If you have further questions, please speak to your Property Manager.

Finding additional space?

Who do I speak to if I need more space?

If you have outgrown your current space, or are looking for additional space our leasing team can help you find space to suit your needs. Simply reach out to your Property Manager, who will connect you with one of our Leasing Managers.

How do I feature as a Customer Case Study on The Arch Company digital channels?

Please email thearchco.comms@thearchco.com to express your interest, and they can discuss further with you. There are some qualifying requirements, including that you are not in arrears or in breach of your lease.