FAQ

General

Some of the questions we commonly get asked are: 

  • Where can I find your policy positions?
  • How do you keep your centres safe and secure?
  • I want to find out if intu is looking for any agency support
  • I’ve had a great experience at one of your centres and I want to tell you about it
  • I have a complaint to make and I’d like to get in touch with someone about it
  • I want to find out about your development plans
  • I want to find out information about my local intu shopping centre
  • How do I find out about vacancies?
  • What are the Claims Portal details for intu?

Contacting intu

We always want to know what our customers think and appreciate the time it takes them to share their feedback. There are several ways you can get in touch with us:

By email – please email feedback@intu.co.uk

By phone – please call us on 0207 960 1200

By snail mail – you can write to us at Secretariat department, intu, 40 Broadway, London, SW1H 0BT

If you want to get in touch with any of our centres directly, please visit intu.co.uk and go to the centre you’re looking for where you’ll find a person to contact.

How do you keep your centres safe and secure?

It should go without saying that with a million people a day visiting our centres, the safety and security of our staff, tenants and of course customers is our number one priority, making sure everyone can enjoy their shopping and leisure experience to the full. 

Each centre has its own in-house security team, trained to the highest standards in maintaining public safety and dealing with a wide range of incidents. We are accredited not only by the SIA [Security Industry Authority] but also by Investors In People, to ISO standard and are the only shopping centre manager to be accredited by the Institute of Customer Service. 

To support our highly trained teams, each centre is covered by extensive CCTV systems on a 24/7 basis linking back to well-equipped and permanently manned control rooms, able to communicate with every member of staff through advanced two–way radio systems. 

We work closely with the police and the security and intelligence services on a national and local level including NaCTSO [National Counter Terrorism Security Office] and the local and regional Counter-Terrorism Advisors, and actively support them in protecting our centres. 

We regularly participate in a range of initiatives and exercises such as Project Argus, Project Griffin and Project Pathway to ensure that our security staff are kept up to date with current industry training, techniques and information. 

We are proud of our relationships and are often called upon by them to trial new initiatives or promote best practice. One such example has been to extend security training beyond the security team to equip not only our staff but also our tenants' staff.

Our approach also extends into the virtual world too, where we have consulted with security authorities and reviewed our systems and digital communications. Cyber Security, which for us means any threats to our internal systems, our on-premise systems and any external threats of hacking and/or data breaches, are all covered by wide ranging monitoring and technical solutions. We have partnerships with various third party security companies and also review the cyber security capabilities of our key service providers.

Through a strategic and flexible approach we aim to demonstrate our commitment to the security of our centres and the reassurance of our customers.

I want to find out if intu is looking for any agency support

We want to work with the best agencies around, big or small.  To make sure this happens, we are always interested in hearing from agencies. Please email marketing@intu.co.uk if you’d like to send us your latest work.

 

I want to find out information about my local intu shopping centre

We’ve got 17 centres across the UK so chances are there’s one close to you. Please click here to visit our website to find your closest centre and discover what’s going on there.

What are the Claims Portal details for intu? 

For any claim occuring since 25 March 2014:

- Public Liability enquiries/ claims for all intu centres* please direct to – XL Insurance Company Plc, Claims portal ID C00502, Policy Number GB00028937LI14A.

For any claim occuring in the period 25 March 2013 to 24 March 2014:

- Public Liability enquiries/ claims for all centres please direct to – Allianz, Claims portal ID C00027, Policy number  27/SZ/18612349/03.

*Please note that intu Merryhill and intu Derby were purchased on 1 May 2014.  All claims prior to 11.47am 1 May 2014 should be directed to Westfield Shoppingtowns.

*intu Bromley was sold to the Alaska Permanent Fund Corporation on 15 December 2016.  All claims after 2.04pm should be redirected to the new owner.

At intu we believe in fair play. It should be noted that any claims made will be subject to fraud checks at intu and at our insurers. We take this very seriously and may take action where claims are found to be fraudulent.

 

Investors

At intu, we know how important our shareholders are. As such, we aim to create value, generate good returns, and then provide regular updates on how we are meeting those targets.

Some of the questions our shareholders have asked us are:

  • How does the company create value?
  • How has the business performed recently?
  • Which assets does the company own?
  • What are the strengths of the business?
  • How is the business going to grow?
  • When are your next results?
  • What is a REIT?
  • Why are some of my dividends subject to deduction of a 20% UK withholding tax?
  • I am a South African/non-UK shareholder. Can I claim a refund of the UK withholding tax on a Property Income Distribution (‘PID’)?
  • I have a certificate for shares in Liberty International PLC/Capital Shopping Centres Group PLC. Is it still valid?
  • Do you offer a Scrip Dividend Alternative?
  • Can I receive shareholder information (e.g. Annual Report) electronically/in hard copy?
  • How can I establish the base cost of shares I acquired prior to the demerger of Capital & Counties Properties PLC in May 2010?
  • When will your next financial results be published?

Can't find your question? Contact us

How does the company create value?

We own, develop and manage prime UK shopping centres. Our focus scale and quality set us apart from less specialised property companies. With a long-term approach, we provide great retail and leisure experiences. For more information on our business model, click here.


How has the business performed recently?

You can see how we measure our performance here, and view our most recent results here. You can also view our Annual Report here.


Which assets does the company own?

We own 18 shopping centres including nine of the UK's top 20. 2/3 of the UK's population live within 45 minutes of one of our centres. You can see where our centres are located, and information about each centre's footfall, here.


What are the strengths of the business?

The key strengths of the Group are:

  • leading UK shopping centre business with focus on prime assets;
  • defensive and resilient rental income stream;
  • £1 billion pipeline of organic development opportunities;
  • nationwide consumer-facing brand and digitally-connected proposition;
  • robust financial position;
  • experienced management team

How is the business going to grow?

We are investing across our estate to reinforce the destination status of each centre within its catchment, in particular looking to provide the right environment to support an extension of trading hours wherever possible. As well as generating income from incremental space, the projects are designed to provide more reasons for shoppers to visit, to come from further afield and stay longer in our centres.
 
We have a range of expansionary projects creating additional lettable space and other projects focused on reconfiguration or refurbishment of existing space in order to generate enhanced tenant mix and rental tone. The motivation of these initiatives is the wider improvement of the centre and its attractions, with returns generated over the medium term through future rent reviews and new lettings.

  Size1 '000 sq. ft. Indicative Timing2 Intu investment £m
Committed      
intu Lakeside food court refurbishment - 2013-14 9
intu Eldon Square refurbishment3 - 2013-14 7
Other committed expenditure4 37 2013-15 33
      49
       
Active management pipeline      
intu Victoria Centre refurbishmen - 2014-15 40
intu Eldon Square ‘Sidgate’ redevelopment and restaurants - 2014-15 10
intu Metrocentre Platinum mall - 2013-14 3
intu Potteries leisure extension 58 2013-14 18
intu Bromley Queen’s Gardens restaurants 14 2013-14 4
intu Trafford Centre, Barton Square courtyard enclosure and second floor retail 112 2014-15 30
Other active management4 95   95
      200
       
Major extensions      
intu Watford – Charter Place 380 2014-16 100
intu Lakeside Northern extension 440 2015-17 180
intu Braehead extension5 475 2015-17 200
intu Lakeside leisure extension 225 2016-18 80
Nottingham projects 500 2016-19 260
  2020   820

1 Represents net additional floor space of retail, catering and leisure
2 Timing subject to change due to a number of internal and external factors
3 Intu’s share of the total project cost is £9 million of which £2 million has already been spent
4 The majority of smaller committed and pipeline projects do not involve the creation of additional floor space
5 Size excludes arena and hotel

When are your next results?

We report financial results and updated property valuations twice a year and publish intervening interim management statements twice a year.

What is a REIT?

A Real Estate Investment Trust ('REIT') is a UK company or group that invests in property and enjoys a measure of protection from corporation tax in return for an obligation to distribute a significant amount of its cash flow to shareholders.

A REIT does not pay UK direct taxes on the income and capital gains from its qualifying UK property rental business (the 'Tax Exempt Business'). In exchange, a REIT is required to distribute to its shareholders by way of a dividend at least 90% of its taxable profits from the Tax Exempt Business in the form of a Property Income Distribution ('PID') in each accounting period. Click here for more information on REITs.

Why are some of my dividends subject to deduction of a 20% UK withholding tax?

intu has been a Real Estate Investment Trust (REIT) since 1 January 2007 (see question 'What is a REIT?' above). As a REIT intu is required to distribute to its shareholders by way of a dividend at least 90% of its taxable profits from the Tax Exempt Business in the form of a Property Income Distribution ('PID') in each accounting period. PIDs are potentially fully taxable in the hands of shareholders as property rental income and are therefore subject to the deduction of a UK withholding tax at the UK basic rate of income tax (which has been 20% since 6 April 2008) unless exemptions apply. Click here for more information on REITs.

I am a South African/non-UK shareholder. Can I claim a refund of the UK withholding tax on a Property Income Distribution (‘PID’)?

South African shareholders may apply to HM Revenue & Customs (‘HMRC’) for a refund of the difference between the 20 per cent UK withholding tax on PIDs to the extent that it exceeds the UK/SA double taxation treaty rate of 15 per cent. Other non-UK shareholders may be able to make similar claims for a refund of UK withholding tax deducted. Note that refunds are not claimable from Intu Properties plc, the South African Revenue Services or other national authorities; only from the UK’s HMRC.

More information, including downloadable versions of the refund application forms, are available here.

I have a certificate for shares in Liberty International PLC/Capital Shopping Centres Group PLC. Is it still valid?

Generally, yes. Liberty International PLC changed its name to Capital Shopping Centres Group PLC in May 2010 following the demerger (link text to http://www.intugroup.co.uk/investors/shareholders-bondholders/transaction-archive/liberty-international-demerger-and-change-of-name/) of the Capital & Counties business to Capital & Counties Properties PLC (‘Capco’). All Liberty International PLC shareholders received one Capco share for every Liberty International PLC share that they owned. New share certificates in the name Capital Shopping Centres Group PLC were not issued at the time, therefore the Liberty International PLC certificates remain valid.

Similarly, new certificates were not issued when the company changed its name from Capital Shopping Centres Group PLC to Intu Properties plc (link text to http://www.intugroup.co.uk/investors/shareholders-bondholders/operational-initiatives-and-change-of-name/) in February 2013. Therefore any certificates in the name Capital Shopping Centres Group PLC also remain valid.

If you wish to exchange your share certificates in Liberty International PLC or Capital Shopping Centres Group PLC for a new certificate bearing the name Intu Properties plc, please contact our registrars, Capita (for shares held on the UK register) or Computershare (for shares held on the South African register), whose contact details are available from feedback@intu.co.uk.

Do you offer a Scrip Dividend Alternative?

Yes. Intu’s shareholders approved the Scrip Dividend Scheme (the ‘Scheme’) at our Annual General Meeting in 2012. Under the terms of the Scheme, the Directors may offer shareholders the option to elect to receive new shares instead of a cash payment in respect of any particular dividend.

It is intended that a scrip alternative will be offered for all future dividends; the Board however does reserve the right to withdraw the Scheme for any particular dividend at its discretion.

Click here for more information.

Can I receive shareholder information (e.g. Annual Report) electronically/in hard copy?

Shareholder information can be sent either in electronic format (i.e. an email alert that the information is available for download from the Intu website) or in hard copy. To change the method by which you are currently receiving information you should complete the appropriate application form (depending on whether your shares are held on the UK or South African register) and return it to the registrars. The application forms, and more information regarding shareholder communications, are available here.

How can I establish the base cost of shares I acquired prior to the demerger of Capital & Counties Properties PLC in May 2010?

Full details of demerger share values, including a downloadable press release and the Demerger Circular issued by the Company, are available here.

When will your next financial results be published?

A calendar of provisional dates for the release of financial information is available here

Copies of previously released financial information can be downloaded here and hard copies of certain documents can be requested from .

Retailers

Some of the questions we often get asked have been listed below to help you easily find what you're looking for:

  • How can I find out which Asset Manager manages each centre? 

Each centre has its own page on this website, and on each page you can see the relevant Asset Manager on the right hand side of the screen. Click here to choose a centre.

Responsibility

At intu, we are committed to helping the communities we are involved in, and to minimising our impact on the environment.

Some of the questions we get asked about our community and environmental work are:

  • What are the criteria for applying for a community project grant from intu?
  • How can I apply for a community project grant from intu?
  • Can my charity have space in one of your shopping centres for a fundraising/awareness raising?
  • How many people are reached by intu’s community work?
  • Has intu reduced its carbon emissions over the past three years?
  • Does intu set responsibility targets?

Can't find your question? Contact us

What are the criteria for applying for a community project grant from intu?

Due to the nature and locations of our business we believe that we are able to make a significant difference to young people living around our shopping centres and particularly those that are living in economically deprived areas.  We have an opportunity to help disadvantaged young people primarily by collaborating locally and nationally with charitable, educational and community organisations to deliver training, work placements and confidence building support. The basic criteria for our community projects are as follows.

 1) The objective of the organisation must fall under one of the areas of our core community focus:

  • Disadvantaged young people
  • Education, skills and employability training
  • Prevention of anti-social behaviour
  • Environment, place-making and regeneration
  • Health and well-being.

2)  The organisation must be one of the following:

  • Registered charity
  • Local authority
  • Other public body e.g. EBPs and NSAs
  • Prison
  • School
  • Healthcare establishment
  • Arts and culture

3)  The organisation or proposed project should be:

  • Local to one or more of our shopping centres
  • Able to potentially offer the opportunity for our employees to volunteer or offer support in addition to any cash support

How can I apply for a community project grant from intu?

If your community organisation/charity fits with the criteria above then in the first instance we ask that you contact the CR team. In this initial email please outline how your organisation fits with our criteria. This information will allow us to respond and suggest next steps where applicable. A meeting to map out options and required resources might be the first next step.

Can my charity have space in one of your shopping centres for a fundraising/awareness raising event?

If you wish to apply for space in one of our shopping centres please contact the relevant centre management team direct as donation of space is at discretion of the individual centre.

Please visit this page and click on "Centre" tab on the right hand-side of the navigation bar for centre details.

How many people are reached by intu’s community work?

In 2012 more than 9,000 people were directly reached by intu’s community partnerships. In some cases this contact would have been for just an hour, such as through our partnership with I CAN and their ‘Chatterbox Challenge’, while others, such as our partnership with West College Scotland, would include several hours of education and training over a number of weeks.

For details of our community work please see our 2015 CR report and the Community section of our website.

Has intu reduced its carbon emissions over the past three years?

Yes, here at intu we are aware of our responsibility to minimise the impact we have on the environment and so we work hard to reduce our carbon emissions and energy use.

We reduced our carbon emissions by 9% between 2011 and 2012 and by 15% since 2010 on a like-for-like basis.

For more details on our work to reduce our environmental impact please see our 2015 CR report.

Does intu set responsibility targets?

Yes, both quantitative and qualitative targets are set by intu.

For example:

  • Work to retain the BitC CommunityMark in 2014
  • Refine community investment data monitoring process in 2013
  • Reduce carbon emissions by 30% by the end of 2014 from a 2011 base
  • Reduce amount of waste consigned to landfill to less than 5% by the end of the 2014
  • Reduce water consumption by 10% by the end of 2014 from a 2011 base

For more details of our targets and how we are working to achieve them please see our 2015 CR report.