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The Glades

The Glades is a high end shopping centre in the heart of Bromley, London's largest borough. The centre features 140 shops and restaurants and is visited by 18 million customers each year.

7 February 2017
Retail, Recreation
Local Alliances:
Bromley Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

We intend to focus on outcome number six, "I have a sense of belonging and of being a valued part of family, community and civic life."

 As a company we strive to deliver world class service to all our customers and this includes making the shopping centre as accessible as possible. We want to ensure any carers and visitors with dementia have the best possible experience when out shopping.

We will ensure at least 70% of staff members attend a Dementia Friends awareness session to enable them to spot customers who may be struggling and offer them assistance. In addition to this, two members of staff will undertake further training in order to deliver Dementia Friends sessions onsite.

Community outreach – staff will attend local dementia groups to introduce themselves to carers and speak to them about any difficulties they experience when out shopping. The team will host coffee mornings in the centre to continue to develop this relationship.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Whilst we can work with our own staff to raise awareness of dementia through Dementia Friends sessions, engaging all 140 of our retailers and their staff is extremely challenging. Customers are therefore not guaranteed the same level of understanding in every store that they visit within the mall.

 Community outreach – finding the time to engage with groups outside the centre can be challenging during a busy working day.

Member website


2. Actions

  • Provide Accessible Parking

    We are aware that customers caring for someone with very advanced dementia sometimes require extra space to help them in and out of the car but may not be entitled to a blue badge. The Glades will allocate a parking space which may be booked in advance by calling 0208 313 0031 for customers in this situation.


    2015 - Third Quarter Update

    New member

  • Staff will attend Dementia Friends Sessions

    The Glades will aim for 70% of their staff to attend a Dementia Friends session. In order to relieve pressure on local volunteers, two members of staff will undertake the training to become Dementia Champions and deliver the sessions onsite themselves.


    2015 - Third Quarter Update

    New member

  • Community Outreach

    Staff from The Glades will visit local dementia groups and engage people with dementia  and carers in conversation in order to understand their needs better. Access to the centre should be a priority as well as any additional signage or services that could be offered to improve their experience. Staff will also host an engagement session in centre and undertake a customer journey with carers.


    2015 - Third Quarter Update

    New member