Springfields Shopping Outlet says it’s looking to improve its toilet facilities after a pensioner was caught short on her first outing for eight weeks.
After a spell in hospital following surgery, the 70-year-old woman thought a comfortable first trip out would be with a friend to the Springfields centre.
However, when it came to her needing the toilet, she was told by shops and cafes she couldn’t use their facilities as she wasn’t a customer and directed to the Festival Gardens toilets, near the craft centre.
But they were closed, including the disabled toilet which the woman had a special radar key for, and which should have opened it.
She was eventually told to go to toilets near the Information Point, but didn’t make it in time.
“I was so embarrassed,” the woman told The Voice. “Everybody there when they realised my distress was very apologetic, but it was horrifying.”
It comes as the company that owns Springfields, Triton, has submitted a planning application to turn the Information Point toilets into a shop.
“The development will enhance the flexibility and appearance of this part of the centre, support continued investment and help secure future occupiers for the unit, thereby contributing positively to the offer in the outlet,” documents submitted with the application by Springfields owners Triton Property Fund.
The application does not mention any new toilets, but a Springfields spokesman said it would reveal new plans regarding them soon.
“We were sorry to learn of the incident and any upset caused,” the spokesman said. “Following a review, we established that alternative toilet facilities were available nearby at the time.
“Unfortunately, due to a misunderstanding, the customer was directed to facilities that were temporarily unavailable.
“We have apologised directly to the customer and are working with teams across the site to ensure information regarding customer facilities is communicated clearly and consistently.
“As part of our ongoing commitment to providing a welcoming and accessible environment for all visitors,
Springfields is investing in new and improved toilet facilities, with work due to commence later this year.
“Further details regarding this will be announced shortly.”
