Making it easier for customers with hearing impairments to shop in our stores
During the year, we have been in dialogue with Action on Hearing UK (formerly known as the RNID) to discuss ways that we could continue to improve the customer experience for customers with hearing impairments. Following these discussions, our Property Maintenance team have commenced a heightened rollout programme to install induction hearing loops across the estate, where we anticipate installing new hearing loops in at least 60 new store locations each year. We have also started an enhanced maintenance programme to ensure that regular tests are undertaken on the hearing loops we have in place, to ensure they are working correctly and that appropriate signage is in place for customers.
We have purchased a consignment of personal listening devices, that have been distributed to various staff in our area teams, our group safety advisers, store auditors, regional maintenance staff and our property contractors, as a means of testing that induction loops are working correctly when they are visiting stores. These personal listening devices will also act as portable assistance devices for staff in stores to assist customers with hearing aids whilst walking around the store. The Group Risk Director is undertaking updated awareness training for store staff to ensure that they know about the system and are ready to assist customers who wish to use it.