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THE ARCH COMPANY • CUSTOMER HANDBOOK
THE ARCH COMPANY • CUSTOMER HANDBOOK
WHO’S WHO
GLOSSARY
LEASING MANAGER MARKETING AND VIEWINGS
TRANSACTION MANAGER RENT REVIEWS AND LEASE RENEWALS Our Transaction Managers are responsible for managing the rent review and lease renewal processes. They can also be your point of contact if you want to discuss any amendments to your existing terms such as changes of use, assignments or business transfers. Our Transaction Managers are either Royal Institution of Chartered Surveyors (RICS) qualified or working towards it and adhere to the RICS Code of Conduct.
ARREARS Where a customer’s account shows payments due that have not been received. CONTRACTED OUT TENANCY A tenancy that is not covered by the Landlord and Tenant Act (1954). COSHH Control of Substances Hazardous to Health, legislation covering how harmful substances must be managed in the workplace. DILAPIDATIONS Anything that we might need to repair, remove or replace after you’ve gone, including statutory certification, is known as a dilapidation.
Our Leasing Managers are likely to be the first members of our team that you will have contact with. They are responsible for the leasing process, from marketing properties and conducting viewings, through to explaining your responsibilities under your Occupation Agreement and arranging documents to be signed. PROPERTY MANAGER PRACTICAL ISSUES THROUGHOUT YOUR OCCUPATION AGREEMENT Our Property Managers are responsible for the smooth operation of our estate. They coordinate the delivery of services and manage the practical elements of your Occupation Agreement. This includes: introducing themselves to you shortly after the start of your occupation; managing issues that arise from your occupation; managing the consent process should you wish to make alterations to your premises; organising the services we provide to our customers for common facilities, for example refuse collection, cleaning, security and any charges for these services; dealing with any other consents that you many need; managing any nuisance issues or breaches of contract; and helping you to understand the terms of your ongoing occupation.
FOIA
The Freedom of Information Act 2000 provides public access to information held by public authorities. It is a legal requirement for all business premises detailing an assessment of their fire risks and providing recommendations to control/make them safer as needed. Is the document describing the contractual relationship between The Arch Company and Network Rail relating to 150+ year leasehold granted to The Arch Company. An annual inspection of a customer’s property by us to assess how a customer is complying with the terms of their Occupation Agreement. The containing walls (typically brick or glass) at the back (and occasionally front) of an arch. The protective layer fixed to the inside of an arch to protect the brickwork of the arch. The commonly used name for Network Rail Infrastructure Limited, the company that owns and operates the operational railway and with whom The Arch Company has its headlease.
FIRE RISK ASSESSMENT
ASSET MANAGER COMMERCIAL RESPONSIBILITY
HEADLEASE
Our Asset Managers are responsible for the strategy and commercial interests of the portfolio.
SAFETY CHECK INSPECTION
CREDIT CONTROL HELPING MANAGE DEBT
INFILL
LINING
Our Credit Control team is split by geographical regions and aligned with our Asset and Property Management teams, to ensure a combined approach to all rent and service charge payments and debt- related matters. Each credit controller is responsible for a specific area, allowing them to build a direct relationship with you and other customers in your area. You should contact either them or your Property Manager immediately if you are having difficulties paying your rent and associated charges.
NETWORK RAIL
PROTECTED TENANCY
A tenancy covered by the Landlord and Tenant Act (1954).
SHARED AREA
An area adjacent to one or more properties that is for the shared use of those properties. The documents produced by the inspector/maintainer as evidence that maintenance/inspection activities required by legislation have been carried out – the inspector/maintainer will have been appointed by whoever is responsible for the maintenance of that aspect of the property. Where a potential increase in rent is made in a number of smaller increases spread over time to reduce their impact on a customer. A type of agreement where the cost will vary dependent on the size of the customer’s business turnover. It is a legal requirement for commercial or residential premises that contain any water systems to have an assessment of potential legionella bacteria risks and then describe how these will be managed to safeguard users of those premises.
SITE FACILITIES MANAGER FIRST POINT OF CONTACT
STATUTORY CERTIFICATE
PROPERTY HELPDESK CONTACT US 24/7
Our Site Facilities Managers are regularly out on site and are your ongoing first point of contact, in conjunction with our 24-hour Property Helpdesk. They can help with any on-the-ground issues such as reporting minor repairs and maintenance queries. They will also help to coordinate any required inspections of your premises. They are an invaluable source of information and will help you to find the right point of contact for any further queries you may have.
Our Property Helpdesk team is available to be contacted on a 24 hour, 7 days a week basis. They should be your first port of call when you want to report maintenance or operational issues. They will then ensure that your query/ issue is routed through to the most appropriate person in our team to help resolve it. This helps us ensure that we are addressing queries/issues in line with the commitments we have made in our Tenants’ Charter.
STEPPED RENT
TURNOVER LEASE
WATER RISK ASSESSMENT
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