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THE ARCH COMPANY • CUSTOMER HANDBOOK
THE ARCH COMPANY • CUSTOMER HANDBOOK
BEING OUR CUSTOMER 02
Our Helpdesk will first try to address your concern or, if the issue is more complex/specific, will assign it to the relevant manager for resolution. Site Facilities Manager – Site maintenance Property Manager – Tenancy related issues and alterations Transaction Manager – Rent reviews or lease renewals Credit Control – Payment concerns
We will acknowledge receipt of all enquiries made to our Property Helpdesk within 24 hours and provide an initial response within two business days. All emergencies will be handled urgently.
02.01 • WE ARE LONG-TERM OWNERS OF THE ESTATE AND ARE COMMITTED TO MAKING SPACES FOR BUSINESSES TO THRIVE. WE ARE INTENT ON ENGAGING WITH ALL OF OUR CUSTOMERS AND COMMUNITIES IN A CLEAR AND STRAIGHTFORWARD WAY.
We will confirm when we have completed any maintenance works required to resolve an issue. We aim to close all regular requests within a 30-day period.
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RESPOND TO CONCERNS
A key part of our commitment to you is to be a responsive and accessible landlord. If you have any issues while you’re with us, whether operational, financial or tenancy related, then please contact us. There are several ways for you to get in touch with us around the clock via our Property Helpdesk:
For more complex requests, where a 30-day deadline might not be possible, we will agree a clear timetable for closure with you.
Our 24/7 freephone number – 0800 830 840
Our dedicated email address – info@thearchco.com
The contact form on our website – www.thearchco.com/contact-us
A glossary detailing the different managers who look after your property and their responsibilities is provided in the Who’s Who section of this Handbook. Our aim is to resolve your concerns or questions via the routes outlined above. However, if we are unable to reach a satisfactory outcome, you can escalate your concerns via email to feedback@thearchco.com. Your issue will be assigned to a senior member of our Leadership Team to investigate, and agree what needs to be done to resolve it. In all cases we aim to address your concerns promptly.
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