Customer Care

Customer service at the core of Retirement Villages

We all know the importance of customer care. Here at Retirement Villages we strive to achieve the very highest standards we can from the moment people walk into our villages or have dealings with us as a company.A friendly welcome and a professional and efficient service is the minimum requirement for any business and we are no different.

We want to be an exemplar and leader in the retirement sector. We only achieve that leadership by constantly providing better services delivered even more efficiently and generating higher levels of customer satisfaction year on year.

We review the service from our staff with regular mystery shopping exercises. We also seek the views of customer and residents with regular surveys.

We constantly search for excellence in everything we do. We also recognise that things sometimes go wrong. The secret is to put it right in a timely, professional and efficient way and to learn from the mistake.

We have clearly drawn up complaints procedures and actively encourage people to tell us when they think we could do better. It’s the only way we can continually improve.

Our regard for people, for places and for the environment marks Retirement Villages Group out as a socially aware leader in its field, while providing the necessary basis for the continued financial success of a business which draws its strength from meeting a clear social and service need.

Retirement Villages is a founder member of the Associated Retirement Community Operators and observes the association’s consumer code. We are also affiliated to The Housing Ombudsman Service, The Property Ombudsman and Care England. All our care facilities are inspected and assessed by the Care Quality Commission.

ARCO accreditation

Retirement Villages Group was a founder member of our trade association (ARCO) and provided its first chairman.  We comply fully with its code of practice. ARCO has grown to be a significant and authoritative trade body representing over 50% of all retirement with care communities in the UK.  See:

  • As Approved Subscribers, all schemes registered with ARCO seek to adhere to the principles laid out in the ARCO Consumer Code.
  • We aim to operate our retirement villages according to the principles laid down in the ARCO Consumer Code.
  • As an Approved Subscriber, we aim to comply with the ARCO Consumer Code.
  • As an Approved Subscriber, we have signed up to the ARCO Consumer Code, and aim to ensure compliance with the ARCO Consumer Code in the operation of our extra care housing schemes.

By agreeing to operate your retirement communities along the principles set out in the Consumer Code, Retirement Villages has demonstrated its commitment to high standards of customer services.