Associated Retirement Community Operators

Associated Retirement Community Operators (ARCO) is the membership body for charitable, not-for-profit and private Integrated Retirement Community (IRC) operators in the UK.

IRCs are also known as housing-with-care, extra care or retirement communities. ARCO operates a standards and compliance programme, aiming to ensure that customers considering a move to an IRC are provided with all the information that they need upfront, and that their rights as consumers, and as owners and residents, are protected.

VISIT : ARCO (ext. website)

CERTIFIED

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of Associated Retirement Community Operators (ARCO) was officially granted APPROVED CODE status in April 2025. Since then, the relevant provisions, processes and procedures have been continuously monitored and regularly audited by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession, since 1881, and one of the primary Government-endorsed consumer protection bodies in the United Kingdom - operating on behalf of the Approved Code Scheme (see Code Audit Record, below).

Approved Code Registry :

Code Sector	Retirement and Care Homes
Code of Practice	Click here to view (pdf opens in new tab)
Year of Approval	2025
Members	TBC
Last Audited	TBC
Code Audit Record	TBC

More about ARCO

VERIFY A COMPANY : If you want to check that a business displaying the Approved Code Scheme logo is genuinely a member of the scheme, please enter their details in the search box at the top of the page (or use the main search box on the Homepage).

The ARCO Code of Practice

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ARCO Approved Operators agree to abide by the ARCO Consumer Code. The Consumer Code was launched in 2015 and most recently reviewed and updated in 2024. It obtained full approval under the Approved Codes Scheme in 2025.

The Consumer Code builds upon UK consumer law and guidance. Its key principles are transparency and fairness; ARCO members agree to ensure that prospective residents are given clear and transparent information about fees and charges in a timely manner. They must also maintain core levels of services in their IRCs and have a fair and consultative relationship with residents.

The Code is supported by a robust standards and compliance framework. Members’ compliance with the Code is assessed regularly to ensure that high standards are maintained. This work is overseen by the independently chaired ARCO Standards Committee, which can take action if Members breach the Consumer Code.

Read the ARCO Code of Practice (pdf)

Why is a Code of Practice so essential in this Sector?

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ARCO recognises that moving to an Integrated Retirement Community is an important decision and that customers should be able to make an informed choice based on the offer (the property, facilities and services) and the cost. Customers and their families should have peace of mind that they have been given all the information they need and that their rights will be respected. ARCO members have committed to provide customers with upfront, clear information about their communities and the costs involved, and to treat customers and residents fairly and with respect.

Summary of the ARCO Code of Practice

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The ARCO Consumer Code has 12 sections, plus a Glossary. These are summarised below:

Sections 1 and 2: Introduction and General Provisions

These sections set out who membership of ARCO is open to, and ARCO’s aims. They clarifies that the Code applies to IRCs registered with ARCO, rather than other types of care or housing provision that the member may operate. They describe ARCO’s compliance functions. They confirm that members must abide by all relevant legislation, guidance, court or tribunal decisions, Ombudsman and regulator decisions and those relating to the ARCO standards process including decisions of the Standards Committee, The Property Ombudsman and mandatory guidance from ARCO.

Sections 3 and 4: Requirements for IRCs and Marketing and Advertising

These sections set out the services that an IRC must provide in order to be registered with ARCO and the requirement for members to register all eligible IRCs annually. The Code then sets out our transparency and information requirements for marketing and advertising, including requiring all material information to be included in property listings, and prohibits pressure selling or unwanted contact at a customer’s home.

Sections 5 and 6: Joining an IRC and Contracts, terms and conditions

These sections prohibit pressure selling in all settings, set out the requirement to make efforts to meet the needs of vulnerable customers, and to advise customers to seek independent advice in connection with their move. Members are required to provide customers with all relevant pre-contractual information, including detailed disclosure of event fees and service charges, in a timely manner. This includes the ARCO Key Facts document. Requirements for clear, fair and lawful contracts, leases and tenancy agreements are also set out here.

Sections 7 and 8: Resident relations and Complaints Handling

These sections detail move-in arrangements, requirements for customer service and for consulting with residents and acting on their feedback. This includes a commitment to invite feedback at least annually on services and facilities, and provide an action plan in response to feedback received. Arrangements for care services and safeguarding are also included here. Regarding complaints, members must have a clear written procedure including timetable information. Final decisions must be provided within 56 calendar days unless a later deadline is agreed with the complainant or required by an Ombudsman.

Sections 9 and 10: Breaches of the Code and Monitoring Compliance

Section 9 sets out the powers of the ARCO Standards Committee in the event of breach of the Code, up to and including termination of membership. On monitoring compliance, the member obligations to integrated ARCO compliance into their own organisations and audit themselves against the Code, are set out.

Sections 11 and 12: Promoting the Code and Glossary

Finally, the Code requires that members make consumers aware of their Code membership and its benefits, including making the Code itself available. Key terms are then defined in the Glossary.

Read the ARCO Code of Practice (pdf)

What types of businesses are Members of ARCO?

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ARCO Members are charitable, not-for-profit and private operators of Integrated Retirement Communities who offer properties for sale, to rent or as shared ownership, and who maintain an onsite presence at their registered communities. They must provide services including 24-hour staffing, communal facilities and meals in restaurants or dining areas, and personal care must be available on site.

All ARCO Members have agreed to abide by high standards of consumer protection, to be transparent about costs and charges, and to treat their customers and residents fairly.

How are businesses vetted - before and after joining?

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An organisation wishing to become an ARCO member must be an IRC operator doing business in the United Kingdom and must first become an ARCO Approved Operator. ARCO Approved Operator status is granted by the ARCO Standards Committee after detailed consideration of the operator’s compliance with the Consumer Code and completion by them of any actions necessary to achieve compliance.

The organisation may then apply to the ARCO Board for full membership of ARCO, and due diligence checks will be carried out, to ensure that the organisation does not present a reputational risk. Once admitted to membership, compliance with the Code will be monitored on an annual basis, and action taken in the case of breach.

What happens if a business breaks the ARCO Code of Practice?

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The ARCO Standards Committee has power to consider any allegation of a breach of the Code referred to it by ARCO or by The Property Ombudsman (in the latter case, for failure to implement a remedy or meet their contractual fees). After hearing an allegation of breach, the Committee has powers to require the member to take appropriate measures or provide a remedy, and can also issue a formal warning, or suspend or terminate membership.

Disputes and Complaints

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As a consumer, if you ever enter into a dispute with a business that is a member of Associated Retirement Community Operators (ARCO), the business must offer you Alternative Dispute Resolution (ADR). This is a simpler, cheaper and faster alternative to going to Court. And the adjudications of the independent ADR body are binding on the business (although you are still free to go to Court afterwards).

Offering customers ADR is a mandatory and non-negotiable requirement for membership of the Approved Code Scheme - ensuring that only the best, most customer-centric businesses remain in the scheme. It also acts as a powerful incentive for any member business to treat you with respect, courtesy and fairness, at all times.

Full information and processes are available to view on the ARCO website.

ARCO's Alternative Dispute Resolution (ADR) :

Independent ADR Body	The Property Ombudsman
Website	https://www.tpos.co.uk/
Email address	admin@tpos.co.uk
NOTES

Complain about a ARCO Member business

If you feel you have been mistreated by a business that is a member of the Approved Code Scheme, there are steps you can take. In the first instance, please reach out to them - explaining the nature of your complaint in clear and unambiguous language, and mentioning that you are aware of their membership of ARCO and the Approved Code Scheme. In most cases, this approach will ensure your complaint receives proper attention - and, ideally, a resolution will be forthcoming. If you are not happy with the result, they must offer you Alternative Dispute Resolution, or you can request it.

Only if this approach fails to bear fruit should you contact ARCO or their nominated ADR body (see their contact details, above) - who will then do their best to help you resolve your dispute with the business.

ARCO's Advice :

If a dispute arises under the Consumer Code, the first step is to go through the member’s own complaints process. ARCO sets out key requirements for member complaints process, to ensure that these deal with issues in a fair and timely manner. If the dispute cannot be resolved at the local level, the final response to the complaint will signpost the customer to The Property Ombudsman, which is the Alternative Dispute Resolution provider for complaints under the ARCO Consumer Code. The Property Ombudsman can make decision on these complaints and provide redress if they find that the Code has been breached.

Complain about ARCO (Code Sponsor)

Decisions of the ARCO Standards Committee on Approved Operator status and on breach of the Code and sanctions applicable are final. Decisions of the ARCO Board on admission to and termination of membership are final except where the Articles of Association allow for a right of appeal. For further information please contact The Company Secretary, ARCO via consumercode@arcouk.org.

Organisation Information

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Code Sponsor Name	Associated Retirement Community Operators (ARCO)
Website	https://www.arcouk.org/
Contact Number	020 3697 1204
Email or Online Form	info@arcouk.org
Contact Address	167-169 Great Portland street, 5th Floor, London, W1W 5PF

Corporate Details (from Companies House) :

Registered Name	ASSOCIATED RETIREMENT COMMUNITY OPERATORS LIMITED
Company Reg. No.	08209801
Established	2012
Reg. Address	5th Floor, 167-169 Great Portland Street, London, England, W1W 5PF

Return to the Approved Code Directory

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.