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THE ARCH COMPANY • CUSTOMER HANDBOOK
THE ARCH COMPANY • CUSTOMER HANDBOOK
WHAT YOU’LL NEED TO DO
BILLING AND ARREARS PROCESS
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02.02 • PAYING YOUR BILLS
The vast majority of our customers pay their rents in a timely fashion. Payments should be made by direct debit but in the event that any customers falls into arrears, we have a clear process for collecting rent and recovering arrears.
WHAT’S NEEDED
Please ensure that you pay your rent (including associated elements like service charges and insurance) in line with your Occupation Agreement.
ISSUE INVOICE At least 28 days in advance of the due date.
PAYMENT DUE Your Occupation Agreement covers the date by which payments should be received.
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 https://pay.gocardless.com/AL000637GJHKDV . Interest may also be charged on overdue amounts in accordance with your Occupation Agreement, typically at 4% above base rate. You are also responsible for paying business rates and for services such as electricity and water direct to the utility provider. For more details, contact your Property Manager or our Credit Control Team.
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CREDIT CONTROL CONTACT If payment has not been received, our Credit Control team will contact you by phone/post asking for an update on when funds will be received.
ARREARS REMINDER If payment remains outstanding following our
FINAL REMINDER Seven days later, a final
reminder letter will be sent allowing you a further 3 days to make payment.
SERVICE CHARGE KEY PRINCIPLES
attempt(s) to contact you, an arrears reminder will be issued.
Many Occupation Agreements will have service charges. We are committed to fairness and transparency in the management and administration of service charges, including the provision of estimated costs (a budget), and accounting for all costs properly incurred (a reconciliation). We will explain the services provided in your area and the associated costs, including the share that you will be expected to pay, during your property handover. This is also detailed in your Occupation Agreement.
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Service charge amounts will be detailed on your rent bill on a monthly or quarterly basis and will need to be paid at the same time.
If you note that a service is not being provided, please contact your Property Manager to discuss your concerns.
ENFORCEMENT ACTION INSTRUCTED If you do not respond,
ENFORCEMENT VISIT You will have 7-10 days before the enforcement officer attends site – we can also charge interest on rent arrears.
REPOSESSION If arrears continue to increase or an enforcement officer has to regularly attend your property, we may decide to repossess your property and you would forfeit your Occupation Agreement.
enforcement officers may be instructed to recover unpaid arrears – from this point you will incur the costs of enforcement.
FEES
We reserve the right to charge you fees for some of our services as outlined in your Occupation Agreement, such as review/inspection of alterations or lease renewal activities. We will always inform you in writing in advance if such charges would apply and their amounts.
Note that this describes the approach for initial or infrequent cases of arrears. We reserve the right to miss out some of the earlier stages in cases of regular non or late payment.
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