Our response to COVID-19

At intu, we’re doing everything we can to help keep people safe and minimise the risks from COVID-19 (the disease caused by coronavirus).

Since the outbreak started, we have followed the guidance provided by the Government and Public Health England and will continue to do so. We don’t know what the future holds however we remain committed to keeping all our stakeholders up to date on our approach.

This page will continue to be updated as things progress – but most importantly we wish you and your family the very best during these unprecedented times. Stay home, stay safe.

Our priorities

We have three priorities during this challenging period:

  • to keep people as safe as possible
  • to keep our business in good shape for all our stakeholders including our customers, investors and our 2,500 employees
  • to support the national effort to tackle the coronavirus pandemic and its effects.

For our employees

Nothing is more important to us that the wellbeing of our colleagues.  Whilst we have retained a small team to ensure our centres can continue to operate in a safe and secure way, albeit on a drastically reduced service, we have taken the decision to furlough a large percentage of our frontline teams. 

These colleagues will continue to receive 100% of their salary. Importantly they remain a key part of the intu family with regular welfare check-ins, continued training and development as well as the opportunity to continue to socialise with colleagues. Some of our teams are using this time to volunteer within their communities; their contribution is greatly appreciated.

For our brands

We continue to collaborate with all our brand customers, providing guidance and support to help them through this difficult time. We have already written to them to let them know we have been able to find additional cost savings to reduce the 2020 service charge budget by 22% in the second half delivering an 11% reduction for the full year. We are also looking at additional cost savings which we will be able to share with our customers soon. In addition to the service charge savings, following dialogues with our customers, we have agreed to offer alternative monthly payment schedules where this is needed.

For our communities

As one of the many companies playing an essential role at this time, we are making sure that people can continue to have access to vital services such as pharmacies and supermarkets. We have a small but fantastic team on hand to make sure our centres remain clean and safe places to visit.

We are asking people to only visit our centres where they absolutely need to and that when visiting they follow the social distancing guidelines for everyone’s safety.

And for those centres which have a paid-for car park, we have removed these fees so that anyone who wishes to, can park in our centre car parks for free. This will help those that need to pick up essential items and our valued key workers too. 

We have spoken with Government about the use of our carparks and other spaces during this time and will continue to offer our space in any way we can to support the national effort.

Our centre teams and some of our brand customers continue to support local charities, vulnerable people, and NHS workers. We’d like to thank everyone involved for their inspiring generosity.


Please check this page for updates, and stay safe, stay well