The change by ARCO follows the approval of its ARCO Consumer Code earlier this year by the Chartered Trading Standards Institute’s (CTSI) Approved Code Scheme – the first retirement living code to achieve such recognition.
Each year, all ARCO members undertake compliance reviews against the ARCO Consumer Code.
ARCO has appointed MORICON Consultants to help design and deliver its new mystery shopping programme for 2025/26. MORICON bring valuable expertise from the hospitality and Build to Rent sectors, which ARCO will draw upon to support the highest standards in customer service, sales and lettings within IRCs. By strengthening their approach, ARCO also aims to grow public confidence in IRCs as a trusted, high-quality housing option for later life.
The introduction of mystery shopping signals a greater emphasis on real-world customer experience and supports continuous improvement across our membership.
The “mystery shopping” programme will now become a core component of ARCO’s standards setting, providing valuable insight into how ARCO members deliver on the ground – helping to identify and celebrate best practice. The new model will also give IRC operators more tools to benchmark performance, raise quality, and build trust with prospective residents and their families.
Sally Ireland, Director of Legal and Compliance at ARCO, said:
“We are delighted to be offering ARCO members a mystery shopping service with MORICON. This programme will enable us to gather vital data on customer service and compliance across our membership and ensure that best practice is shared and implemented. High standards in IRCs are key to delivering value to both our members and their customers.”
Sebastian Moritz, Founder and Director of MORICON Consultants, said:
“We are excited to bring the MORICON Mystery Shopper platform to the IRC sector and help raise the bar for ARCO Code compliance and customer service. ARCO is the trusted self-regulator for the IRC sector, and our insights will support members to recognise areas of excellence and identify opportunities for improvement of their customers' journey.”
ARCO’s mystery shopping programme will launch in its new membership year, beginning in September.
NOTES TO EDITORS
ARCO
- ARCO (Associated Retirement Community Operators) is the national body representing charity, not-for-profit and private operators of IRCs in the UK. ARCO sets standards for the sector and representing the interests of members at a national level.
- Integrated Retirement Communities (IRCs), sometimes known as ‘housing-with-care’, sit between mainstream housing and residential care. The key features of an Integrated Retirement Community are:
- Every resident has their own front door, kitchen and bathroom
- 24/7 onsite support
- Extensive shared facilities - frequently including lounges, restaurants, gyms, hairdressers, shops and other leisure facilities
- Optional, onsite care and support services are designed to support older people to live independently for as long as possible.
- ARCO’s Standards and Regulation functions are overseen by the independently chaired ARCO Standards Committee . The Committee confers Approved Operator status on Members who have achieved compliance and works to promote high standards across the ARCO membership. The Standards Committee is responsible for overseeing the ARCO Standards programme and for the award of Approved Operator status. In the event of a serious breach of the Code, the Committee has the power to issue a range of sanctions up to and including removal of Approved Operator status (meaning that the organisation could no longer be a member of ARCO).
MORICON
MORICON Consultants is a London-based property consultancy founded in 2017, specializing in hospitality, customer experience, and residential operations excellence. MORICON delivers award-winning, bespoke solutions to residential organisations across the full operational spectrum, from pre-opening mobilisation and service budgeting through to comprehensive audits and staff training programmes.
In 2021, MORICON Consultants expanded our offerings with MORICON Mystery Shopper, a dedicated service that provides critical visibility into the customer experience throughout the entire sales journey. The comprehensive programme management and training capabilities ensure seamless implementation and transformative outcomes for both teams and customers across the Build-to-Rent (BTR), Single Family Housing (SFH), and Purpose-Built Student Accommodation (PBSA) sectors, as well as Integrated Retirement Communities (IRC).
CONTACT
Sarina Kiayani
Policy and External Affairs Manager
ARCO (Associated Retirement Community Operators)
M: 07415 683783
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