Page 22 Building and operating sustainable shops


Access for all
As a responsible member of the community, we want to ensure all customers are welcomed into our shops and can access our products and services. We are also committed to meeting the requirements of the Disability Discrimination Act (DDA) and have integrated accessibility principles into the design, construction and operation of all our shops.

Our multi-channel approach – online shopping, call centres and home delivery – helps to ensure everyone can access our goods in whichever way is easiest for them, while leaflets, literature and corporate documents are provided in alternative formats such as audio and large print. In-store, we have introduced self-scan services and self-pay checkouts, and offer facilities and services to make shopping easier for disabled customers, those with prams and pushchairs, and customers with other accessibility needs. These range from packing assistance and carry-to-car services to the provision of specialised trolleys, hearing loops at customer service desks and designated parking areas.

All Partners receive general training that raises their awareness of the need to be vigilant, and respond accordingly, to each customer's individual needs. Guidelines are also contained within our online Branch Operating Procedures, which are available to all shop Partners.


Safety and health
Legally, we have to make sure our working environment is safe and healthy. We set and maintain high standards, and aim to predict and prevent safety and health risks from people, plant or processes, with management responsible for implementing our Partnership-wide Safety and Health policy.

We are in the process of changing to a risk-based approach to safety management and bringing our incident reporting and investigation process in line with that of John Lewis. We hope to complete both changes by the end of 2009.

(picture of cycle shopping trailers)

Our new-format shops provide customers who cycle with lockable bike racks and small shopping trailers for loan.


Further information
> www.forumforthefuture.org
Forum for the Future

> www.breeam.org/retail
BREEAM