The Associated Retirement Community Operators (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

Published by Residential Forum

The Residential Forum is to promote the achievement of high standards of care and support for children and adults living in residential care and nursing homes, supported housing, residential schools and colleges, hospices and hostels. It contributes to improving the quality of service to the public. Members of the Forum are people of standing and experience drawn from the public, private and voluntary sectors, as well as some who can speak for service users and carers.

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