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The ARCO Consumer Code

ARCO Consumer Code

ARCO aims to set and maintain high standards for operators of retirement communities in the UK. The ARCO Consumer Code was launched in 2015 to provide a benchmark for good practice within the housing-with-care sector. The Code applies to retirement communities in the UK that have been registered with ARCO by Approved Subscribers to the ARCO Code.

Operators who signed up to the Code will ensure that prospective residents are given clear and transparent information about fees and service charges well before they decide to move in. Retirement community operators will also need to provide core levels of services in retirement communities, and must maintain a fair and consultative relationship with residents.

The introduction of the Code marks the culmination of two years of work to agree a common set of high standards for the sector, which go above and beyond statutory duties. To ensure that standards are met, the Code is supported by a robust standards and compliance framework. External assessors conduct independent reviews of services against the Consumer Code on ARCO’s behalf. These assessors monitor Subscribers’ compliance with the Code, and ARCO will take action as necessary when standards are not met. Please read the FAQs or email consumercode@arcouk.org for more information.

Please note that ARCO does not provide a dispute resolution service, and we encourage residents to follow their operator’s complaints procedure. If residents have gone through this procedure and are not satisfied with the result, they can take complaints to the relevant Ombudsman service, which ARCO members must be signed up to. However, ARCO’s Standards Committee will consider external evidence in cases of allegations of an infringement to the Code.

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Download the Code here