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.