The Arch Company レビュー 128

I have been a tenant with The Arch Company for nearly 8 years, and my experience over the past year has been nothing short of unacceptable.

Since February 2025, I have been trying to get a faulty shutter replaced — something that is not just a maintenance issue, but a clear fire safety and security concern. This was acknowledged, surveyed, and repeatedly discussed… yet more than a year later, nothing has been done.

What makes this worse is the complete breakdown in communication:

Emails go unanswered
Voicemails are ignored
No timelines are given
No accountability from anyone

At one point, I was even told I could arrange the repair myself and reclaim the cost through rent — only for this to be reversed after months of back-and-forth, leaving me back at square one.

Meanwhile, The Arch Company is spending tens of thousands of pounds renovating neighbouring empty arches, while an existing tenant of nearly a decade is left with an unresolved fire risk issue that would cost a fraction of that to fix.

It’s hard not to conclude that existing tenants are simply not a priority.

Even more concerning is the wider context. When I first took on the unit in 2018, the shutter was already clearly at the end of its life. I raised this immediately and was initially told it would be replaced. That position then shifted to a repair… and then eventually to “it’s your responsibility” after I had already moved in. This pattern of shifting responsibility and avoiding action has continued ever since.

The Arch Company proudly promotes its Tenant Charter, promising:

“accessible and responsible landlord”
responses within 24 hours
urgent issues handled promptly
clear timelines and communication

My experience has been the complete opposite.

What’s most concerning is that this doesn’t appear to be an isolated case. Many other tenants report the same issues: poor communication, endless delays, and a lack of follow-through on even basic responsibilities.

As a business owner, this situation leaves you stuck — unable to carry out essential works yourself, yet dependent on a landlord who fails to act. With my lease approaching renewal, it also creates real uncertainty about whether this issue is being deliberately delayed to shift responsibility onto me later.

Beyond the financial and operational impact, this has also caused ongoing stress and made it difficult to plan or invest in my business.

If The Arch Company wants to be seen as a serious long-term landlord, it needs to start by meeting its most basic obligations — particularly where safety is concerned.

Right now, the gap between what they promise and what they deliver is enormous.

I would give 0 if possible . Poor communication / non existent , no toilet working , water leak all
My fault apparent despite advising before we took the lease over . Just interested in taking the cash nothing more nothing less. They now tell me one year into a lease my arch brickwork needs inspecting by network rail . Apparently I should have read the detail in the lease . Where the Frick and how I put 30 tonnes of stock while the five day inspection takes place god only knows . Five times I went to the unit to meet network rail . They didn’t turn up once !!! They may have 5300 properties I’d like to know how many tenants are happy . Trust pilot seem to think not many !!!

This company is an absolute disgrace my 72 year old mother has been left living in mould damp and disgusting living conditions for years. Then we have to move her out before the house kills her and they still keep sending her bills to pay the rent an absolute disgrace of a company. Had lived in the house for 50 years and was told on giving the property up that there isn’t a tenancy agreement in place and hasn’t been for a number of years.

DO NOT RENT FROM THIS COMPANY. They treat tenants terribly. Has taken over a year to resolve one issue. Poor communication. Have started a building project around my arch, blocking my access without any compensation or communication. Big corporate with no conscience.

The Arch Company markets itself as small business friendly and flexible. That is not how they operate in practice.

In 2023, while already operating from one arch, we explored taking on an additional arch a few doors down. During those discussions, we asked whether we could take a few months to assess the risk before committing. We were told by The Arch Company that a direct competitor to us had already made an offer on that unit and that the space would be let to them unless we committed immediately. Months later, we spoke directly to that business and they confirmed they had never made an offer on the space. This suggests we were pressured using information that was not accurate.

Operational support has also been extremely poor. We had ongoing issues with neighbouring tenants who were not customer-facing businesses. They repeatedly locked shared gates, preventing our customers and staff from entering or exiting, and regularly parked vehicles directly in front of our entrance. We raised these issues multiple times with our facilities manager. Emails were ignored for long periods. When a meeting was scheduled by The Arch Company’s facilities manager between us and the neighbouring tenant, she did not attend and did not notify us in advance. This happened twice on consecutive days.

There appears to be a large facilities team, but communication is ineffective. Emails frequently receive out-of-office responses and issues are rarely followed through to resolution.

When we moved into the arch in 2023, we were told the unit had been prepared. This was not the case. There were serious damp issues, and power had not been connected. We repeatedly raised these problems and were told they had been addressed, which was not accurate. These issues significantly disrupted our move-in and ongoing operations.

Overall, The Arch Company showed little concern for the practical realities of running a small business. Communication was poor, issues were ignored, and statements made during leasing discussions were unreliable. I would strongly caution other small businesses to be very careful and to consider alternative landlords.

I have worked with Heena Shah for many years negotiating rent. She is very fair and explains everything clearly

joey Davis from accounts is a great account manager

I’ve had a very positive experience with The Arch Company, particularly Paul Donneky and Louise Osborne. During a difficult personal time, they have been very supportive. I truly appreciate their help and understanding. Highly recommended.

They have cameras pointing into my bedroom from one of their units, makes me incredibly uncomfortable because they can see me in the bed

It’s been a great pleasure to talk to Ayesha Sulttan credit controller yesterday very professional and understanding lady impressed.

The Arch Company are a complete and utter disgrace. They failed to collect a 3 month period of rent from my business account in March 2024, despite a direct debit being in place. They then took EIGHT months to notify me- I had missed it, why would I check when a DD is in place? They presented me with a double rent bill in January of this year- well over £4k. I emailed and rang a number of times requesting a call back to discuss payment via instalments. The female who deals with these matters completely ignored my emails, and never responded to a number of answer phone messages I left. I paid the outstanding sum in June- when I had the spare money available. Without contacting me, and ignoring multiple attempts to contact them to discuss the situation, the AC employed a debt collection service. I rang the female staff member on FOUR consecutive days- left messages, and she never contacted me. On the fifth day, I rang a switchboard number and the guy put me through to 'A' on her direct line. I explained that I felt very aggrieved by the whole scenario, and pointed out that numerous emails and phone messages were ignored. She agreed to contact the DC company and tell them to suspend the £300+ fee they want to extort from me for doing absolutely NOTHING. 'A' asked me to submit an email to her stating my case- which I duly did. To date, she has neither acknowledged receipt, or contacted me to update me. The DC have emailed me demanding their fee. I have again emailed 'A' today requesting an immediate update. I will be ringing her direct tomorrow to pursue this matter. The Arch Company ignore emails, phone messages and they actively avoid communication. It is completely unprofessional behaviour. My advice to anybody considering taking a tenancy out on one of their properties is DO NOT DO IT. They are an abysmal company and they treat tenants with contempt.

A terrible company from top to bottom, they don't respect surrounding residents, awful communication, incredibly unprofessional. If I could give them a minus score I would. Once they have possession of a property, expect the rent to be doubled. There is a reason why reviews are consistently bad across all platforms.

The communication with this company is appalling! We have had a water leak issue that started in 2023 and it is still not resolved. No urgency for anything.

This company does not respect the close proximity of residences to the business units. It is appaling, with VOCs, dust and noise a constant. The noise is on all week and starts at 08:00am at weekend. The VOCs have been so bad that we cannot open windows and the dust settles everywhere on patio. Is this how companies should run? This is appaling. I have complained for at least two years and nothing has been done except giving me reassurances that then never go anywhere.

Never come across a business that portrays themselves as customer focused are the exact opposite
Up to and including the onboarding excellent

Now that there are issues that need discussing 20 + calls and emails over a 1 month period and still nothing

Johnny Cristofi - you have all my contact details

This company makes money by strangling every penny it can put of business that have used these arches since before the company bought them.

It is poison and kills small business. Their rent hikes and inability to negotiate make them a dangerous, toxic entity.

Do not rent from them guys they rob you. I rent the property from them and they cancel my contract on COVID-19 time and after 7 years they want almost £8.000 from me. They call me on covid time and told me we want to terminate your contract and give the keys back and i did how they want. now they said we clean shop and did some repairs after you. They take my £3.000 deposit plus they still want £8000. And funny think my shop was small kiosk just 14sqm ok its have a small things to do inside but maximum it will cost £500 and i tell them give me 2 days to i clean it even they dont give chance to i do it. They are a scam all tenants have a complaint about them. Not only me they attack all tenants and try to take the to court. I call them minimum 100 times they dont answer i want to discuss my case and i want explanation what they did why they want that much money but they never aswer they just want money. They even dont answer phones no one want to listen you. 100 times i called them. They just want to rob you. credit control never answer they send me to court all ready i accept my bill and i want to discuss about instalments many times i call them they dont answer now they take me to court straight away i still call them to make instalments but i gave up today. They gave me direct number i leave voice mail even no body call me back and never answer my emails.

This company is totally useless avoid at all costs. i got the keys to a unit in January last year and immediately realised water was coming in threw the roof and doors and windows. The walls were that damp and wet the sink came off the wall and within a few weeks we had black mould and damp everywhere. Upon requesting something to be done for months nothing was done we eventually got a meeting in September were we was promised contractors and action would happen but by this point we had moved into another rented unit elsewhere as it was inhabitable. All our stock and furnishings were skipped as it at a huge loss to us. We were leased the unit for storage and it was obvious its not fit for use, all they want to chase is the rent have no intentions of listening or sorting anything out what so ever. They even claimed the previous Tennent's never had a issue even though they have never rented it out!. Just a total waste of time and money and i wished i didn't even bother and over 12months on am still in limbo and just get emails of the accounts demanding money total joke

Worst place i have ever lived ive been here three years I've had my storage closet robbed twice by make ready staff , infested with roaches, mice, random fees thrown in ledger over time. the maintenance guy is a moron he doesn't try for anything to actually fixed things, my stove has been out for over a month all they want to do is flick a breaker every time even tho they just waited a month to fix it after arguing with me over calling a certified electrician sparks were flying from my breakers for weeks, so half my power out made me unable to graduate my classes and made it impossible to work from home i have children i home school who now are behind and i have wasted money eating out due to being unable to cook for my family and live and now I've been served by a process server after being lied to about giving me a few more days to pay remaining past due balance which will be paid though i should be reimbursed for my new inconveniences that were placed upon my on arch company's behalf the office manager Mikayla is a heartless lying under educated with her profession snake she refuses to communicate and purposely dodges discussing mistakes that have been made and, or mean mugs says "kay" with an attitude and sends you own your merry way

It’s truly disheartening to leave such a negative review during the holiday season, but the actions of Arch & Co have left me and many others appalled. In a shockingly ruthless and unprofessional move, the company chose to shut down a tenant’s commercial premises in the middle of the night, right before Christmas.

This action was not only poorly timed but also carried out in a manner that demonstrated a complete lack of empathy and regard for the tenant’s livelihood. The tenant has been locked out of their property, with no prior warning or opportunity to address the situation. This kind of behavior is not just harsh—it’s unjustifiable and incredibly damaging, especially during what should be the busiest and most profitable time of the year for businesses.

The lack of communication, compassion, and basic decency is alarming. Arch & co appears to prioritize profits over people, showing no consideration for the impact their actions have on small businesses, their employees, and their customers.

If you’re considering renting from this company, I would urge you to think twice. Their handling of this situation has been nothing short of disgraceful. Businesses deserve landlords who act in good faith and with professionalism—qualities sorely lacking here.

I hope this review serves as a wake-up call to Arch & Co to treat tenants with respect and fairness in the future.

#LandlordReview #UnprofessionalConduct #SupportSmallBusinesses