Running our centres

We're behind you all the way

We manage our centres ourselves, because we know no-one else will go as far as we will to deliver the intu difference. Our staff are passionate about providing world class service every time – with a moment of surprise to delight you now and then!

Our tenants’ success depends on our 35 million customers having a great experience every time they visit.

Our highly trained in-house retail services team provides all the services retailers and customers depend on, from car parking and customer service to security and cleaning, from reliable IT and wifi to efficient waste and water management. All with the guarantee of our award-winning world class service and the intu twist.

Retailers can relax in the knowledge that the services they rely on have been tried and tested across our portfolio and are constantly being reviewed to help us to help them and their business to flourish.

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It’s a team game

Compelling shopping experiences don’t happen by accident – it’s the service from our in-house management teams that makes the crucial difference

Feedback from our customer insight programme 'Tell intu' highlights how much our customers value staff members who are knowledgeable and engaging – and we know that our tenants do too.

That’s why all our centre management teams are in-house, so that everyone feels part of the intu team. All our people are trained in our world class service programme, which has improving the experience for customers and retailers at its heart, and are experts in their own field.

Each centre has its own operations team, responsible for management of that centre and led by a general manager. Teams work together closely across the business sharing the spirit of collaboration that ensures everyone is focused on our customers and the delivery of great service.

Nuts and bolts

We provide all aspects of security, cleaning, environmental and technical services to ensure each centre is properly maintained and customers and retailers find the welcoming environment they expect

Keeping our centres in tip-top condition means attention to detail: great design, high-quality materials, minimising signs of wear and tear, and keeping a consistent standard and look throughout.

When things go wrong, we provide round-the-clock back up for all technical needs. No need to call in a sub-contractor – our teams are always available to help with any heating, plumbing, electrics and lift maintenance issues retailers may have.

We take retailers’ and customers’ security and safety seriously, providing full security both in centre and externally, with CCTV, security teams and liaison with local police forces.

Clean centres are high on our customers’ list of priorities. Our cleaning teams are on the job all day long, making sure the public areas of our centres, from the toilets to the play areas, are sparkling clean.

Our car parks are busy places, but we make sure they work so customers can park and get into the centre with the minimum of fuss.

An impressive programme of energy, water and waste management means intu centres are some of the most environmentally friendly in the country. Cutting our carbon footprint and helping retailers cut costs.

"There's more to running shopping centres than meets the eye. We take our role as a landlord seriously by ensuring our shopping centres are clean, safe and welcoming for all our customers."

Gordon McKinnon

Director of operations, intu

And then there’s the intu difference

Expert technical back-up is not all retailers get with intu – they also get the benefits of the intu brand

Our brand promise is a way of doing things that guarantees world class service, compelling experiences and the best digital connectivity in the business – and that just comes as standard.

All our centre staff are highly trained and are encouraged to use their passion and enthusiasm to engage with customers and find ways of surprising them – a brolly when it’s raining, a free cup of coffee or simply a moment to chat.

We organize a whole programme of events during the year to delight our customers and help our retailers flourish, such as student nights, Everyone’s Invited weekends, sporting events and launches of the latest blockbusters.

Our high-speed digital backbone provides the infrastructure retailers need to run their businesses while our website and marketing database allow them to target their offers at over two million customers.

The feedback we get from our customers through 'Tell intu' helps us and our retailers keep track of what they want from our centres and keeps us on our toes.

The intu difference

Find out what makes us different

To boldly go

One of the top things customers tell us they want is good toilets. And we provide sparkling clean toilets in all our centres thanks to our in-house cleaning teams. But we don’t want to just be good, we want to be the best. And now we are – with awards for toilets in our centres around the country, with the top award going to the new loos at intu Victoria Centre.