Customer Toilets
The customer toilets in the West Mall are open daily from 9am – 5pm Monday to Saturday and 9.30am – 5pm Sunday’s and Bank Holidays. There are also public toilets located in Market Road.
Baby Changing & Bottle Warming Facilities
Our Baby Changing and Baby Feeding rooms are located at the end of the Customer Toilets corridor; our facilities are welcoming and comfortable to use and include nursing chairs, privacy curtains and handy bottle warmers for your use!
Hygiene Monitors
We have installed interactive facilities within the Customer Toilets to monitor performance, standards and cleaning attendance. Feedback provided is monitored, and where required, improvements are made to continually ensure our toilets are of a high standard and are welcoming to our customers.
If you have any specific feedback you would like to provide regarding our facilities, please either speak to a member of the Customer Service Team or email [email protected].
Customer Service Team
Our friendly Customer Service Team is responsible for the centre’s security, maintenance and cleanliness. Team members can be found around the centre and will be happy to assist with any queries you may have. If required, the Customer Service office is located via the corridor at the rear of Starbucks. Alternatively, you can contact them on 01245 352726.
Package For Milly
We’re proud to be part of the Package for Milly initiative here at High Chelmer.
Supporting our local community, this campaign helps tackle period poverty by providing free, eco-friendly sanitary products to those who need them. No questions asked.
Simply ask any member of the High Chelmer team for a “Package for Milly”, and you’ll be given a discreet bag with essential products. All members of the team are aware of the initiative and fully trained to help.
Named in honour of suffragette Millicent Fawcett, this initiative is all about dignity, support, and making a difference.
Together, let’s support women in our community.
Community Safety Accreditation Scheme – High Chelmer
The High Chelmer Customer Service Team, working in partnership with Essex Police, have undergone intensive vetting and training to achieve requisite high standards and has been awarded ‘Community Accreditation Scheme Accreditation’ status.
The ‘Community Safety Accreditation Scheme (CSAS)’ is a scheme intended to harness the commitment from individuals already involved in covert community safety, security and crime and provides them with some specific police powers, in particular, dealing with anti-social behaviour, disorder and nuisance, working collaboratively with Essex Police to improve quality of life issues within the community within which we reside and the people we serve.
Accredited personnel wear the national CSAS badge on their uniforms, so they are easily recognised, increasing the reassurance and well-being of High Chelmer customers and tenants. They also carry an identification card which displays the Essex Police emblem as proof of their authority.
First Aid
Our Customer Service Team members are qualified first-aiders trained in using the centre’s defibrillator.
Lost Property
Our Customer Service Team is responsible for any lost property in the centre. Please see a team member or visit the Customer Service Office if you have found or lost an item.
Alternatively, please get in touch with them on 01245 352726
Dementia Friendly
High Chelmer is a Dementia Friendly Shopping Centre; our team are trained in recognising, accommodating and assisting customers with Dementia.
Welfare & Customer Safety
Please be advised that High Chelmer does not permit bikes, scooters, e-scooters, skateboards, rollerblades and smoking; in addition, no dogs are permitted within the centre, with the exception of assistance dogs.
High Chelmer welcomes assistance dogs in the Centre. If your dog does not wear a high-vis jacket or harness, it is sometimes difficult for our staff to recognise the difference between assistance dogs and pets, which are not allowed in the centre. To ensure a smooth shopping trip and make it easier for our staff to identify assistance dogs, we recommend that your assistance dog is wearing a sunflower-design lead sleeve during the visit. This simple lead sleeve slides over your dog’s lead and enables our staff to identify your dog as an assistance dog whilst you are shopping with us.
Our terms and conditions for assistance dogs are:
• will not wander freely around the premises
• will sit or lie quietly on the floor next to their owner
• are unlikely to foul in the Centre
• access to assistance dogs is on a one dog per handler basis
Sunflower lead sleeves are available at https://hdsunflower.com/uk/shop.html
High Chelmer does not permit bikes, scooters, e-scooters, skateboards or rollerblades within the Centre for welfare and customer safety. The Customer Service Team will approach members of the public to ask them to remove their bike/scooter etc from the Centre via the nearest exit if identified.
Members of the High Chelmer Customer Service Team, work in partnership with Essex Police and have undergone intensive vetting and training to achieve high standards. High Chelmer is private property and we do not allow bikes/scooters in the Centre and have the relevant prohibition notices in place on all entrances to make our customers aware of this. We strive to provide excellent customer service in a timely manner and a positive shopping experience for all is a priority to us. We also endeavour to deliver exceptional standards of customer service by identifying through listening and understanding the needs of our customers and colleagues, ensuring the Centre is a safe secure and clean environment.
