28.08.26
FOR INTERNAL USE ONLY
Win Charlotte Tilbury beauty products worth £140 – see p5
OUR NEW-SEASON STATIONERY EDIT ‘MY 45 YEARS WITH THE GAZETTE’ LETTERS MANAGER SUE’S STORY
Platter arrives at Oxford Street From freshly ground coffee to hand-stretched pizzas to a wine bar, we’re among the first to explore the new customer dining experience at JL’s flagship. Read our verdict on pages 8–10
This week This week in…
1967
The Gazette reported on a Westminster Chamber of Commerce referendum on whether stores – including John Lewis Oxford Street – should be allowed to stay open on Saturday afternoons.
Customer stat
38%
of customers are thinking about hosting friends or family at home this summer, while 30% of Waitrose food lovers say they will definitely host friends and family.
CHANEL Beauty takes over Oxford Street CHANEL’s pop-up and window takeover at John Lewis Oxford Street from 20 to 25 August was a huge success, with customers able to sample the brand’s new fragrance, COCO MADEMOISELLE CRUSH ABSOLU, and given a free bunch of flowers if they received a spontaneous call from their ‘crush’ via the pop-up’s phone.
Quote of the week ‘At Leckford, we aren’t just talking about the future of farming; we are living it every day. This series is a vital rally cry to show why transforming our food system matters to everyone.’ Andrew Hoad, Director of Leckford and Farming for Nature, on a new YouTube series created with National Geographic
COVER PHOTO: MARK MACKENZIE
PHOTOS: COCO CHANEL; MARTYN GODDARD / BBC PICTURES; WAITROSE; JOHN LEWIS
Christmas is open! As festive fever hits, with searches for ‘Christmas’ on JL.com jumping 33% following the World Cup, JL officially opened its online Christmas shop this week.
WHAM!-tastic A night of WHAM! and George Michael programming will accompany the world-exclusive terrestrial TV broadcast of the new documentary WHAM! 10 Days in China. Watch the documentary and WHAM! Night on BBC Two on 29 August or catch up on BBC iPlayer.
Letter hot topics (week ending 21 August) 1. John Lewis (various) 2. Waitrose (various) 3. Partner catering 45 total letters received
EDITOR Jeremy Mark DEPUTY EDITOR Charmian Harris ART EDITOR Damien Vessey DEPUTY ART EDITOR Hazel Bennington NEWS & FEATURES EDITOR Caroline Cook CHIEF SUB EDITOR Amelia Bateman REPORTER Bupesh Jain LETTERS MANAGER & EDITORIAL COORDINATOR Sue Harris CONTRIBUTORS Mette Buchanan, Emma Cole, Josh Block, Liam Salisbury, Stella Liu, James Scott © John Lewis plc 2026. The contents of this magazine are fully protected by copyright and may not be reproduced in whole or in part without written permission from: Gazette, John Lewis plc, 1 Drummond Gate, Pimlico, London SW1V 2QQ
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Contact the Gazette team using gazette@johnlewis.co.uk, or forename.surname@johnlewis.co.uk
NEWS
‘This collection is about investing in those forever favourites’ Amanda Wakeley
JOHN LEWIS
Amanda Wakeley AW26 drops at John Lewis Following the success of the debut collection, Amanda Wakeley OBE returns exclusively to John Lewis with a second capsule collection for autumn/winter 2026, celebrating timeless luxury, exceptional craftsmanship and the art of dressing with confidence. Split into two drops, the collection is designed around the foundations of Amanda’s signature Style DNA. Heroes from the initial drop include a navy
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fringed cape, high-waisted leather trousers and silk two-pieces in navy and blush pink. Amanda’s iconic Air Shirt also returns, reimagined for the new season in never-before-seen shades. “I am thrilled to be working with John Lewis once again,” says Amanda. “I’ve always believed the best wardrobes are built on beautifully made pieces that make you feel confident the moment you put them on. This collection is about investing in those
forever favourites: the luxurious cashmere, silk, impeccable tailoring and timeless outerwear that you’ll reach for season after season. They’re the pieces that become part of your story.” The collection is available in stores and online at johnlewis.com. Prices range from £95 to £875. The first half of the 16-piece collection is out now, with the second drop of eight party pieces arriving in October.
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NEWS PIP PHOTOS SUPPLIED
News in brief • BEAUTY COUNTDOWN
Second place: James Cordin
JOHN LEWIS
Following a short pre-order period, this year’s spectacular John Lewis Beauty Advent Calendar (priced at £250) will be on a First to Buy for My John Lewis customers via the JL app from 3 September before moving to general sale for all shoppers from 7 September.
• SHARED SPACES
First place: Ali Watkins
Third place: Fyodor Hamilton
Following the recent update on customer-facing single-sex facilities across the Partnership, Partners are reminded that they can share their experiences of using shared spaces by completing a form on the Intranet.
Pride in pictures The winners of the Pride in the Partnership (PiP) Network’s Pride photo competition have been announced, with Ali Watkins, Waitrose Epsom Supermarket Assistant, taking first place. Ali’s photo was taken at the annual Pride parade in London on 4 July, where she was carrying a flag for Families Together London – a support group for the parents, families and friends of lesbian, gay, bisexual and transgender people. Second place was awarded to James Cordin, Local Events & Community Specialist at John Lewis Nottingham, for his photo showing how Partners came together for Nottingham Pride. Third place went to Fyodor Hamilton, Supermarket Assistant
at Waitrose Reading, for a stylish photo of a David Bowie record. On the entry form, Fyodor wrote about how Bowie is a huge inspiration for members of the LGBTQIA+ community. Bethan Boyden, Comms Lead for PIP, says: “Following the success of our last Pride photo competition in 2023, we were so excited to bring it back for 2026 under the theme ‘Sources of Pride’. Overall, we received 24 brilliant entries, capturing everything from sunny Pride marches and branch celebrations to intimate personal milestones (and even a proposal!). Thank you to all who entered; seeing your creativity and passion was a real summer highlight for the Pride in the Partnership committee.”
• SAVE THE DATE The Partnership will present its Half-Year Results on Thursday 10 September. You’ll be able to find out all the headlines on the Partner Intranet and via the Gazette, and keep an eye out for ‘In Conversation’ sessions for John Lewis, Waitrose and New Businesses.
JOHN LEWIS
GET PREPPED FOR UNI INTRANET CATCHUP
As new students prepare for university and others return after the summer break, John Lewis has launched its Off To Uni campaign to help make getting ready easier for families. The campaign highlights
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kitchenware, bedding and tech that’s built to last, all backed by the Never Knowingly Undersold brand promise. To help, families can download a packing checklist from johnlewis.com to ensure no essentials are forgotten. Ten JL shops have introduced
a dedicated pop-up area named The Space, which allows students and parents to compare hero home and tech ranges. In addition, John Lewis’s tech experts offer advice alongside flexible payment options and order collection points.
NEWS
PartnerChoice top picks PARTNERCHOICE
neighbouring shops to learn Waitrose standards and processes, and will also attend service days to learn all about being Passionate Partners. “I feel privileged to become a Waitrose Partner and to be part
of this fantastic team. I’m genuinely so excited about what we’re going to achieve together, and I’m really looking forward to building something special with all of you,” says Steve Bishop, Branch Manager, Hale Barns.
CHARLOTTE TILBURY
The team who will be working at the forthcoming Waitrose store in Hale Barns, Greater Manchester, have completed their induction to the business. The group of 45 Partners have TUPE’d from the former Asda shop, which was taken over by Waitrose and is due to reopen on 12 November. The team have now dispersed to five
SUPPLIED
HALE BARNS PARTNERS COMPLETE INDUCTION
• Fly high, pay low Don’t miss out on APH’s limited-time flash sale. Grab an exclusive 20% off airport parking and skip those pricey ‘turn-up’ rates to start your holiday savings early. Running from 28 August to 4 September, the offer covers key locations like Birmingham, Heathrow, Gatwick, Manchester, Liverpool and Stansted. Choose from seamless on-airport or off-airport parking, or hassle-free Meet & Greet services. With 13 British Travel Awards under its belt, APH delivers complete peace of mind. PARTNERCHOICE
Win a bundle of Charlotte Tilbury beauty must-haves Exciting beauty news klaxon! The new Charlotte Tilbury Airbrush Flawless Loose Powder and Blush Blur arrive at John Lewis this week, and to celebrate, we’ve got a bundle of Charlotte Tilbury products worth £140 to give away to one lucky Partner. Highly anticipated by beauty lovers, the Airbrush Flawless Loose Powder is ultra-fine and hydrating like skincare, creating a smooth, perfected look, while the Airbrush Flawless Blush Blur offers a silky, dreamlight veil which smooths, lifts and blurs. To celebrate the launch, John Lewis is also hosting a Charlotte Tilbury Airbrush Flawless Complexion Studio pop-up in London this weekend (28–30
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August), exclusively for My John Lewis members. Guests will be able to find their perfect complexion match during an expert consultation with a Tilbury artist, test out the photo booth, enjoy complimentary engraving when they buy two or more products, and visit the Airbrush Cafe for a drink. To be in with a chance of winning the bundle, which contains Magic Cream 50ml, Exagger-eyes Mascara 10ml and Setting Spray 100ml, fill in the competition form via the Gazette online. Entries close at 11.59pm on 11 September. Terms and conditions apply – see the form for details.
• Bank holiday banqueting Looking for last-minute plans this bank holiday weekend? Uncover the dramatic royal history of Whitehall’s lost palace with exclusive, free access to Banqueting House in London, from now until Monday 31 August. Immerse yourself in a brand-new visitor experience and explore how the monarchy was shaped, destroyed and reborn within these historic walls. Space is strictly limited, so visit PartnerChoice to claim up to two tickets before they’re gone. If you miss out, you can still use your Historic Royal Palaces discount to explore later.
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INTERVIEW
Below: Sue with Rosalind Hadden, the outgoing editor, in April 1991
On 2 June 1981, Sue Harris joined the Gazette as its secretary. Now, 45 years later, and having worked on the magazine throughout that time, Sue, who is now Letters Manager & Editorial Coordinator, tells us how things have changed over the years… Q Why did you apply to the Partnership and the Gazette specifically? I wanted more than just a job – I wanted a sense of business belonging and long-term opportunities. The Partnership’s secretarial training scheme, for six candidates, was an incredible start. Luckily, I was selected, and later on, the Gazette role came up. Helping produce a weekly magazine that connects Partners across the business was too good to be true. It was exactly the exciting, varied, admin-based work I was hoping for. Q What did your job look like in 1981? It was very manual and very different from today’s digital world. Gazette letters arrived by post, and were recorded in a ledger, typed, and attached with a yellow slip (dubbed ‘the yellow peril’ by recipients) before being personally delivered. I managed 500-plus Gazette subscriptions, which included hand-receipting every cheque. Other duties included handling phone enquiries, liaising with our printers for the distribution side and maintaining the
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hardback team diary. Without email, I relied on shorthand for the Editor’s dictation, then typed the correspondence to send out. Q How did it feel to be a Partner then, and how does it feel today? Proud – then and now. I admire our employeeowned model and the ‘Partner’ title. Working life was very different back then, with strict dress codes – we had to wear tights and women weren’t allowed to wear trousers.
No food or drink was allowed at the desk and there were separate dining rooms based on rank – I was called rank and file! Our office was based above John Lewis Oxford Street. Thankfully, those rigid structures are gone, but my love for the brands and my pride in being a Partner have remained constant. Q How are your role and the Gazette different today? It’s a big shift, primarily driven by the digital age. I still look after letters but everything is much faster now – most letters arrive via an anonymous online form directly into an inbox, which I track using a Google Sheet. It’s also exciting that the Gazette has expanded from just the printed magazine to our online version as well, making it so much more accessible. Left: Sue with former art editor Charles Coppard
Left: Sue Harris with her former job-share partner Geraldine Webb, former reporter Jacqueline Mair, and former art editor Charles Coppard. Inset: Sue and Geraldine today
A standout memory has to be seeing the 21% Bonus figure revealed on our Gazette covers and posters – it even happened to coincide with my 21st birthday! It was such a detailed process to keep that figure a secret back then. I also have fond memories of the competitions we used to hold for Partners’ artwork to feature on the cover; it was a lovely way to showcase the talent across the business.
‘I had a 25-year job share with Geraldine Webb. Job sharing wasn’t really a “thing” back then, but we made it work. We’re still very close friends.’ Sue Harris
Above: ‘The 100th anniversary special issue from March 2018 stands out as a personal favourite.’ Right: ‘Gazette letters arrived by post, and were recorded in a ledger, typed, and attached with a yellow slip (dubbed “the yellow peril” by recipients) before being personally delivered.’
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Q What do you love most about the Partnership? The Partners. I think the Partners are why I’ve stayed here so long. I have made very good friends and everyone has always been so nice. Q If you could bring something back from your early days in the business, what would it be? The 24% tax-free Bonus [laughs]! Q Can you share a favourite memory of working on the Gazette?
Q Is there something about the Gazette’s history that might surprise Partners today? Back then, Partners paid 2p for the Gazette, popping coins into a collection tin – reminiscent of the old electricity meter tins. Q Do you have a favourite Gazette cover or story from over the years? The 100th anniversary special issue from March 2018 stands out as a personal favourite. It was a jam-packed edition that beautifully captured our history. I’m proud that the Gazette remains the UK’s longest-serving internal magazine under its original name. I still ensure a volume goes to the British Library annually, and it’s wonderful to have our complete set preserved both in the office and digitally at the Partnership’s Heritage Centre. Q What are you most proud of over the last 45 years? I am most proud that I’m a mother of three and grandma to one, and that I have cared for three very close elderly relatives, all while keeping up with the never-ending changes to my Gazette role – not an easy feat. Q What advice would you give to yourself on that first day in 1981? Be more confident and believe in yourself. The large group interviews for the training scheme were scary and I truly didn’t think I would get picked. JLP must have seen something in me – little did they know what a true Partner I would become.
PHOTOS: PARTNER SUPPLIED
Q How has the Gazette letters process evolved? Back in the day, each John Lewis branch and distribution site had a magazine called the Chronicle – while Waitrose had its own Chronicle covering all its branches – and they published letters on local topics. Now I just get them all (averaging 70 a week at the moment). Thank goodness I don’t have to hand-deliver them – I would need new shoes every week! I now post all the letters on the Partner Intranet – a different version of cut and paste than I did back then. Today, letters are handled
by a wider variety of Partners too, rather than just the directors. It can sometimes be a challenge to identify the right person to handle a reply, as roles shift frequently and some job titles are harder to navigate.
Q What’s been the best thing about working on the Gazette over the years? The 25-year job share I had with Geraldine Webb. Job sharing wasn’t really a ‘thing’ back then, but we made it work and showed that it was possible to successfully share the workload. We’re still very close friends following her retirement in 2017.
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FEATURE
PHOTOS: MARK MACKENZIE
PARTNERS CAN SAVE 20% ON FOOD AND DRINK AT PLATTER. VISIT PARTNERCHOICE FOR DETAILS.
The delicious openin With Platter opening at John Lewis Oxford Street, Bupesh Jain visited the new eatery on its first day to find out what the experience is like, and why it may be your new favourite spot…
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The latest Platter restaurant quietly opened at JL Oxford Street on 17 August ahead of its official press launch on 2 September – but, from the customer reaction, it felt anything but quiet. Before the team knew it, customers were streaming in to enjoy a morning snack and a barista-made coffee, and to explore the space. The partnership with Benugo was announced earlier in 2026, with the business planning to replace its 32 The Place to Eat cafes with Platter. The idea behind it was to deliver a more modern casual dining experience for customers, somewhere that’s a bit of a destination in its own right as well as being a place where you can relax during a shopping day at John Lewis. “The team and I felt quite emotional about seeing the vision come to life, everything from
the roastery to the dessert parlour with its chocolate tap, and it looks even better than it did on the plans,” says Katie Papakonstantinou, Director of Services & Hospitality, John Lewis. “A personal highlight for me was seeing Gwen and Jas, both of whom have worked in Oxford Street hospitality for many years, cut the ribbon and begin welcoming customers. It’s been a huge journey for the team and their transition was a priority, so it was great to see them move into the new space.”
THE PLATTER EXPERIENCE Platter at Oxford Street is somewhat unique in its offer. It has its own roastery, which roasts coffee beans every hour. The scent of the John Lewis blend of beans floats through the shop,
FEATURE
Platter at Oxford Street has its own roastery, which roasts coffee beans every hour
The patisserie counter, where customers can enjoy freshly prepared dishes
ng of Platter enticing customers to follow their nose. There’s also an extensive deli and patisserie counter, where customers can enjoy freshly prepared dishes. Turn the corner to see pizzaiolos making hand-stretched pizzas to order, and if it’s not too early, a trip to the dessert section is a must. Scoops of ice cream, made by Jude’s, are served and can be further personalised thanks to a great selection of toppings and the aforementioned chocolate tap.
A WINNING COLLABORATION If you remember The Place to Eat at Oxford Street, you can hardly believe it was ever there when you look at the brand-new Platter. It has been completely transformed and turned into a sharp, welcoming, yet also quite premiumfeeling restaurant. And I haven’t even got to its smart-looking bar with its intimate seating, which will make you feel like you’re sitting at a top spot in town. The transformation is thanks to the work
‘The team and I felt quite emotional about seeing the vision come to life, everything from the roastery to the dessert parlour with its chocolate tap, and it looks even better than it did on the plans’ Katie Papakonstantinou, Director of Services & Hospitality, John Lewis
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John Lewis and Benugo have done together. “It’s been a really collaborative process, bringing together the specialist hospitality experience of Benugo with our own hospitality experience and deep knowledge of the customers and the shop,” says Katie. “The collaboration has covered everything from menu to environment to service proposition and we’ve only just started, because now Platter is open, the teams will continue to refine, perfect and bring new exciting things to our customers through the Residency concept.” The Residency concept will see different patisseries being made available to customers. At opening, Platter launched with the viral sensation The Eclectic Collection, which creates realistic-looking fruit mousses.
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FEATURE Platter has opened with a largely cold deli selection, but the menu will be seasonal so you can expect hot meals like soups, stews and curries. The sandwich selection will also change, thanks to seasonal ingredients being used throughout the year.
MAKE MINE A DOUBLE The bar is a special place at Platter. It has its own full-service counter, where you can order an array of cocktails, spirits, wines and soft drinks. You can imagine that as the nights draw in, it will feel even more intimate. To have a restaurant like this in the heart of London feels special: a spot you can go to before you head to the theatre, or somewhere to grab a drink before a meal at one of the many world-class restaurants in the area. But the bar isn’t just for the evening. On the first day, curious customers were perching on the cushioned bar stools, enjoying drinks, while others tucked themselves away with a glass of something special.
‘We’ve taken care to ensure that customer favourites like scones and fish and chips remain on the menu. Our very popular My John Lewis rewards programme has also been retained to encourage our existing customers’ Katie Papakonstantinou, Director of Services & Hospitality, John Lewis
FROM PARTNER TO PLATTER
THE EXISTING CUSTOMER As you go through the restaurant, sipping on your perfectly made coffee and eating a freshly baked croissant (which is generous in both size and butter content), you do wonder what the former customers of The Place to Eat will think. “We’ve been thoughtful about this and taken care to ensure that customer favourites like scones and fish and chips remain on the menu,” says Katie. “Our very popular My John Lewis rewards programme has also been retained to encourage our existing customers.” Chatting to Robert Taylor, the regional director for Platter, I learned that what you’ll find at Platter is exclusive to Platter, too. You won’t find it at Benugo. They’ve had a
The Platter team worked with Notes Coffee, which is part of the Benugo organisation, to pick beans from Honduras, where Robert says “coffee is a way of life, and not just a business”. He enthusiastically shared that the team is working with local cooperatives of family growers who love what they do. He also talked about how important it is for Platter at Oxford Street to roast on the hour. “We want that theatre for the customer – the scent of our coffee in the shop, which will draw people in,” he says. Robert estimated that once every Platter is operational, they could be going through 60,000kg of beans a year. That’s millions of cups of coffee, or the weight of at least 10 African elephants.
completely different product development process to get the menu right. “We wanted to make sure customers coming into Platter had that familiarity they remember from The Place to Eat, so there is a consistency with some pricing, and it was a conscious decision to include scones and fish and chips,” says Robert.
IT’S ABOUT THE BEANS There has been particular attention paid to the coffee at Platter, perhaps one of its crowning glories thanks to its in-store roastery.
It would be hard to talk about Platter without mentioning the difficult conversations former Partners had during the transition. Gazette letters were written by former The Place to Eat Partners who were concerned about the TUPE (Transfer of Undertakings (Protection of Employment) Regulations) process, what a new employer would be like compared to the Partnership, and what the Platter offer would be. For some, it wasn’t the right fit and they moved on, but for others, it was a positive change. Gwen Chatelin was a department manager at The Place to Eat and was a longstanding Partner, but is now in a managerial position in Platter Oxford Street. “As much as I’ve missed being a Partner, unfortunately it felt like the in-store catering offer wasn’t always a priority for John Lewis, and there had been little investment,” says Gwen. “Now we’re part of a team who are focused on food service, which feels great.”
PHOTOS: MARK MACKENZIE
THIS IS JUST THE START
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Pizzaiolos make hand-stretched pizzas to order
With four Platters already open – Chichester, Reading, Bluewater and Oxford Street – and more to come, there have already been a lot of lessons learned. Katie says: “A project of this scale and ambition will always take a bit of time to settle and we are working at pace to evolve and improve the propositions. Specifically in Platter, there are already some learns on the menu, point of sale, customer journey and productivity, all of which will be incorporated into the 2027 transformation plan. It means we can adapt and optimise as we progress.” And if Oxford Street is a sign of things to come, it looks set to be a very delicious few years ahead indeed.
WELLBEING
SPOTLIGHT
Musculoskeletal health The Partnership is running a campaign to help Partners think about how they can move well and live well. Health Benefits Manager Cathy Brough tells us more…
Q What do we mean by musculoskeletal (MSK) health? Musculoskeletal (MSK) health is all about looking after our bones, joints and muscles. It’s about keeping yourself moving and helping you to stay active and independent. Q Why is it important to look after our MSK health? Prevention really is better than cure. Forty per cent of working-aged people who have a long-term MSK condition are out VISIT THE of work. We know not all conditions DEDICATED are preventable, but the better we ‘MUSCULOSKELETAL look after ourselves, the more we HEALTH’ PAGE ON can reduce our risks. If we do have PARTNERCHOICE. campaign running from MSK conditions, we can help CO.UK September and into October. support recovery and maximise our As well as some great new function, too. content on PartnerChoice, we are running But it’s not just physical: experiencing pain a number of events to engage Partners. or struggling with mobility, even temporarily, Of course, we’re also looking forward to can affect our mental health, and it can affect our incredible wellbeing champions across our productivity and function both at home the Partnership bringing the campaign to and work. life in their own work areas. Q Where should we start when it comes Q How can Partners get involved in to good MSK health? the campaign? Good MSK health really does start with Visit PartnerChoice and have a look at our self-care and everyday wellbeing. This means MSK page and the health benefits available trying to enjoy a healthy and balanced diet as to working Partners to support their well as staying active, trying to maintain a health at work. Visit the ‘Latest health healthy weight and, if you smoke, trying to stop. events’ page, join one of our webinars, At work, we need to make sure we take and look out for some competitions, too! some simple steps to look after ourselves, too. Join the Great British Bone Check to look The Health and Safety team launched their at your osteoporosis risk and get advice on new strategy earlier this year and it includes reducing risk. a ‘Take 2’ message: pause and check readiness. It would be great for Partners to make This might be making sure we are using the one small change to support their MSK right handling equipment or that we’ve set up health. This might be a gentle warm-up and our desk space properly. stretch before work, setting a timer to stand and stretch regularly throughout the Q What is the Partnership doing as part day, boosting the amount of calcium or of its MSK focus? vitamin D in their diet or using their lunch We have chosen to focus on MSK health and break for a 15-minute power walk. wellbeing in Q3, with a health awareness
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3 WAYS TO SUPPORT YOUR MUSCULOSKELETAL HEALTH 1. Being active is the foundation for a healthier life. Engage in activity like a brisk walk, chair-based exercise and muscle strengthening. 2. Work safely. Follow manual handling taught techniques, make sure your workplace (desk, driver cab etc) is properly set up for you and report concerns or near misses. 3. Get support early. Refer yourself to physiotherapy, talk to your people manager if you’re struggling at work or use our free digital GP service for advice.
DATES FOR THE DIARY Find out more about MSK health at one of these virtual sessions: • 10 September, 11am: Musculoskeletal Health. Move Well. Live Well. A virtual webinar delivered by Sam Blevins at Spire Occupational Health, offering a holistic dive into good MSK health and wellbeing. • 17 September, 1pm: The Great British Bone Check. A virtual webinar delivered by the Royal Osteoporosis Society. • 28 September, 2pm: Back Health. A virtual webinar delivered by Bupa on looking after your back. Find out more and sign up via PartnerChoice.
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SHOPPER
The stationery edit
Give your desk a seasonal refresh with these stylish stationery finds from John Lewis and Waitrose…
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1 Tinc Stacking Hi-Lighter, £3, WR 2 Papier Patchwork Address Book, £26, JL 3 Legami Ceramic Panda Pen Pot, £12, JL 4 Rifle Paper Co. Book Club Pen, £22.50, JL
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5 Legami Solar System Erasers, Pack of 9, £6.99, JL
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6 Caithness Waterlily Paperweight, £50, JL 7 Rifle Paper Co. Strawberry Sticky Notes, £10, JL
9 9 Legami Cat Erasable Pen, Black, £2, JL
8 John Lewis Floral Notebook A5, £6, WR
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10 Moleskine The Lord of the Rings Merry & Pippin 2027 Diary, £33, JL
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12 Liberty London Capel Colouring Pencils, Set of 10, Multi, £17.99, JL 13 Papier Cross Stitch Pencil Case, Blue, £16, JL
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WAITROSE; JOHN LEWIS; PRICES CORRECT AT THE TIME OF GOING TO PRESS
11 Casio FX-83GTCW Scientific Calculator, Pink, £17, JL
OPINION
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most fabulous weekend watching various cover bands, with the best in our opinion being Tina Turner and UB Marley. The main reason for my letter is to praise every single Partner
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Hello, are there any plans to roll out the Black&White4 coffee machines to any more shops in the future? I understand that sometimes shops are being upgraded during major refurbishments but other than that. I only ask as I’ve had a few customers recently expressing their disappointment at our lack of decaf/oat milk options, having recently visited an ‘upgraded’ branch. Thanks. UNSIGNED 1599
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Waitrose, and Alun Jones, Head of Physical Estate, Waitrose, reply: Thanks for your letter. As we refurbish our estate, we review the coffee machine as with other assets and, for the most part, at this point choose to replace B&W3 machines with B&W4. We know our food lovers appreciate having the option of decaf coffee, and the B&W4 machines are able to dispense this alongside caffeinated coffee. Where possible, and when volumes support it, we’d install a second machine, which also dispenses oat milk.
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Borthwick, Head of A Ross Deposit Return Scheme,
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number of days off in the week that you would usually have. Time off, such as holiday, is often restricted during this time because of operational needs. For more detailed information about your specific location or any questions you have related to your hours and days of work, or time off during this time, please speak to your people manager or local leadership team.
L RETURNING PARTNERS involved in making this such a success and enjoyable time. My wife, Jayne, and I were managers in the hospitality industry for over 40 years before I took early retirement and then joined the Partnership on a part-time basis. I can honestly say that every Partner we met and who looked after us gave us exceptional service, from the barbecue team, reception, litter pickers and bar team to the really professional breakfast Partners, and not forgetting thanks to the chefs and behindthe-scenes Partners. Thank you once again. DAVE WADEY, 154 LEIGHTON BUZZARD NIGHTS PARTNER Bailey, General A Suzanne Manager, The Odney Club, replies: Thank you so much for taking the time to write to the Gazette with your praise. I am immensely proud of the Odney team and am delighted you had such a wonderful time. This was our seventh Rock the Manor and
each year gets bigger and better. Roll on 2027 – I am guessing we will see you there!
L ROTAS Can you please explain what ‘suspending rotas’ means? Does it mean that you cannot take holiday during the time the rota is suspended? Does it mean you will potentially be asked to work different shifts to your contracted hours? Or you can’t do shift swaps etc? UNSIGNED 1430 Marsen, Policy & A Ali Employment Benefits, replies: During the Christmas and New Year trading period, you might be asked to work different hours and days than you’re normally contracted to work to support the business to maximise trade and delight our customers. You must be given at least two weeks’ notice of the change to your usual working pattern and you must still have the same
Hi, I have been an on-and-off returning Partner for nearly three years. I find it a shame that there is no policy regarding returning Partners and Earning Membership. Are there talks or will there be talks regarding a quicker pathway? For example, if hired as a permanent Partner and you are returning within the last six months and upon your previous contract you earnt your three-month membership, you will therefore be entitled to speed pathway, where you can earn your discount in two months or even one month instead? I feel this is a good incentive for returning Partners to stay and feel they are valued as a returning Partner, particularly when they have worked for JLP for three years each for significant amounts of time. I feel I am treated as new again. UNSIGNED 1604 Temple, Partner A Emma Experience Manager, replies: Thank you for your letter. From our understanding of what
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OPINION
Sound bites JLP
Excerpts of other letters recently answered on the Partner Intranet…
MAGNA PARK “Hi, I am not sure who to address this to. There have been issues with the truck trailer wash and the high-powered jet hose sprayer at MP1. They seem to have been out of commission for what seems like a very long time… The Northampton depot never seems to have this issue at all. Is there a page we can borrow out of their book? When will this get sorted out, please?” UNSIGNED 1392
JUBILEE HOUSE “Hi, just a quick question for whoever controls the air conditioning in Jubilee House. Is there any specific reason for the air conditioning to only get turned on at 8am, and then to get turned off at 4pm?” UNSIGNED 1387
RETURNS “Stores are reliant on all of our technology running smoothly, and since the pandemic, we have had more and more delays/ issues which seem to take longer to be resolved. We have had a delay to our ‘Robot’ returns lists for eight days in a row, coinciding with sale prices hitting their lowest, meaning returns are at their peak… Are you able to shed any light on what causes the delay to our daily lists from central?” UNSIGNED 1530
PARTNER COMMUNICATION “I am becoming increasingly frustrated by group emails from leaders simply signed off with a number of first names… Please, please, please can all such communications actually include all Partners’ surnames? Otherwise we have to rack our brains trying to work out who it has actually come from.” UNSIGNED 1375
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you have written, this sounds like a unique situation to be returning as a permanent Partner multiple times in nearly a three-year period. Earning Membership applies for all new permanent Partners because when returning Partners come back to the Partnership, the role they had done previously might have changed or they might join to do a different role. At this key stage in the Partner Lifecycle, our aim is to support new Partners through their first 90 days, providing clarity on the skills, behaviours and commitment needed. It also gives the Partner an opportunity to decide if the Partnership is still right for them; having spent some time away, the business context might have changed. Equally, the reasons for the Partner leaving will vary, so it’s important that we ensure the Partner is supported through the Earning Membership process when they rejoin. We therefore believe that the current approach is appropriate, especially when considering raising the bar on performance. However, if you would like to discuss this further, please contact me.
JOHN LEWIS Z LISTS
L Will John Lewis team
leaders have access to email inboxes? If so, will there be team leader Z lists and potentially shop leadership Z lists that include management and team leaders? UNSIGNED 1587 Neil, Head of Retail A Craig Product, Innovation & Change, John Lewis, replies: Team leaders will not be provided with email accounts or added to leadership Z lists, as the role is designed to prioritise shopfloor operations and customer service, and ensure key tasks are completed throughout the day. The role of team leaders is to
focus on these activities rather than tasks that could take them away from the selling floor. One of the key outcomes from the Leadership 2026 review was that there would always be a team manager or team leader on the selling floor throughout the trading window to support driving sales, service, and standards for our customers.
L CONTRIBUTION AND PERFORMANCE
RATINGS
If the Contribution process is being followed properly with regular check-ins and goal setting, why are performance ratings still necessary? Ongoing conversations already make it clear whether a Partner is progressing smoothly and achieving their goals or in need of extra support. Given that ratings are no longer linked to pay or reward, wouldn’t a simple ‘on track/off track’ approach work much better and remove unnecessary subjectivity? What actual purpose do these formal labels serve? UNSIGNED 1555 Heald, Director A Caroline of People Experience, replies: Thank you for your letter. It’s a really interesting point you make. Many organisations switch between having ratings and removing them. There are many reasons for keeping them, including goal alignment, talent, career growth, reward mechanisms, reducing and removing bias and, of course, raising the bar on performance. Currently, we still have Contribution Pay in place for Exceptional ratings. I like your idea to simplify the approach. As you will know, we are currently looking at what improvements we can make for next year and beyond. If you would
OPINION
LIAM SALISBURY
like to contribute towards the discussion, please let me know.
L SERVICENOW I find using ServiceNow (IT support) extremely slow and frustrating. When I report an issue, usually till-related, I have to set up the INC number and wait for a reply. The reply could be hours later asking me to do this or do that, eg reseat the cables, unplug at the socket, reboot the beetle etc. I generally then have to wait hours more for a further response or even my next shift to be directed to try some more troubleshooting. Eventually, an engineer will be booked to visit the store to fix the problem. Sometimes, it turns out to be something so simple that we could have resolved ourselves but because of the convoluted way we have to address it, it requires an engineer visit, which we then have to pay for. Are there any plans to come up with a system that is more user-friendly and operates in real time? For example, I would much prefer to speak to an engineer live over the phone who could guide me through the troubleshooting process and presumably understand what I’m talking about if I describe things in very basic, non-technical terminology. This could eliminate the need for so many call-outs. As an aside, having recently updated our PED machines, which are so much quicker, are there any plans in the near future to replace our ageing equipment? UNSIGNED 1323 Bowles, Head of A Alex Infrastructure & Service Management, and Simon Greengrass, Delivery & Operations Manager, reply: We’re sorry to hear about the frustrations you have experienced. Last year, we implemented an
PARTNERINTRANET.CO.UK/GAZETTE
improved Self-Service Portal for Waitrose tills and components, which can be found under the ‘WTR TILL – Waitrose Till and Component issues’ option. These updates include specific prompts to ensure all relevant information is collected upfront and provide key troubleshooting steps before an incident is logged. This process has reduced the need for follow-up questions and shortened the time to get an engineer to site. In addition to the portal, you always have the option to contact the Partner IT Service Centre (PITSC) by phone to speak directly with an analyst who can support you through the troubleshooting process in real time. With regard to your comment about improved PED performance, it’s making a real difference to the customer experience in all of our shops. It’s hard to know which item of equipment you are referring to without knowing which shop you are working in. Please feel free to contact us directly if you have a particular concern to discuss. To put this into context, though, all of the mainline till base-units were replaced in 2023. Depending on your shop, most, if not all, of your self-checkouts will be less than three years old. Your multifunctional devices (MFDs)
were all replaced in 2025, along with your mobile reducing printers. If you are a ScanPayGo shop, the handsets will be replaced by peak this year. Finally, depending on where you sit in the rollout schedules, if you haven’t already, you’ll shortly have new electronic shelf edge labels and a cash automation machine.
ACKNOWLEDGEMENTS Letters due for publication in print or on the Partner Intranet on or before 18 September have been received from the following. Michael Hodgson, Peterborough Branch 531; Unsigned 1707 (Partnership Credit Card); Unsigned 1708 (QR codes); Unsigned 1709 (Carlisle); Dave Wadey, 154 Leighton Buzzard nights Partner; Unsigned 1710 (mandatory training); Unsigned 1711 (John Lewis self-select/ self-service assortment); Unsigned 1712 (Waitrose branches); Unsigned 1713 (Peter Jones lifts); Unsigned 1714 (Home Services change programme); Unsigned 1715 (branch AGM); Alister Dufton 483 Saxmundham (6); Unsigned 1716 (1 Drummond Gate); Unsigned 1717 (Waitrose Oakgrove); Unsigned 1718 (Partner catering); Unsigned 1719 (Customer Services); Unsigned 1720 (food service teams); Unsigned 1721 (Waitrose promotion
changeovers); Unsigned 1722 (working hours); Unsigned 1723 (Waitrose cereal packaging); Unsigned 1724 (CDs); Unsigned 1725 (Peter Ruis); David Fitzgerald (2); Unsigned 1726 (Customer Care); Unsigned 1727 (Gazette letters); Unsigned 1728 (Partner morale); Unsigned 1729 (Partner observation process); Unsigned 1730 (kimchi paste); Unsigned 1731 (vape breaks); Unsigned 1732 (AI Hub); Unsigned 1733 (unions); Unsigned 1734 (John Lewis Retail Transformation); Unsigned 1735 (Customer Care shift structure); Unsigned 1736 (head office working); Michael Hodgson, Peterborough Branch 531 (2); Unsigned 1737 (autism inclusivity); Unsigned 1738 (record of conversation); Unsigned 1739 (Waitrose customer service); Steven Earl (7); Unsigned 1740 (Partner observation process); Unsigned 1741 (John Lewis delivery driver installers). Withheld letters An unsigned letter about the Partnership, received on 10 August, is being withheld as it does not meet the guideline around respect between Partners or Rule 50 of the Constitution. We encourage the writer to submit a letter that meets these requirements. An unsigned letter about health and sickness absence, received on 15 August, is being withheld due to the level of personal information it includes and allegations it makes. We urge the Partner to contact the Wellbeing team on 01344 764410 to discuss their situation.
IN MEMORIAM It is with great sadness that we report the death of Robert Caesar, Supermarket Assistant, Waitrose Goldsworth Park. We extend our deepest sympathy to his family and friends.
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BEHIND THE BADGE
Barry Griffiths Branch Manager, Waitrose Lichfield
Barry and his wife renewing their vows in Las Vegas
I first joined the Partnership… in 2013 as a deputy branch manager at Waitrose Wolverhampton. I was drawn to the Partnership’s culture and values. Six months later, I became Branch Manager in Daventry, then Harborne and Newport, and now Lichfield. Before joining the Partnership… I was a branch manager for Safeway and Morrisons. A skill I’ve learned in this role is… listening to what Partners and customers really want. The part of my job I enjoy most is… simple! It’s Partner engagement, making it a great place to work and
having super high standards in everything we do. My go-to buys from John Lewis and Waitrose are… LEGO and the dry-aged steak. Something small that makes my day better is… seeing my granddaughter’s smile. People may not know that I… love astronomy. I got into it through my son and going to see Brian Cox. I just love the thought of what life is out there and how crazy it is to think about what it’s like on other planets. And I won the Grocer 33 Store Manager of the Year award in 2024. It was the fourth-best moment in
Barry receiving the Grocer 33 Store Manager of the Year award
my life, behind the births of my son and granddaughter and my team winning trophies at Wembley. On my days off, you’ll usually find me… with my family, at the football, listening to indie rock music, on holiday or building LEGO. I have a whole room in my house just for LEGO! My favourite builds have been Hogwarts Castle and the Empire State Building.
Each show lasts exactly 21 minutes and cuts out wherever the conversation just so happens to be. I’d also recommend Dave Grohl’s audiobook, The Storyteller. A place I’d go back to in a heartbeat is… California, especially Yosemite and San Diego.
The last PartnerChoice offer I used was… to book a stay at the Partnership hotels. They’re amazing.
My favourite thing to cook is… cottage pie from scratch.
A podcast I’d recommend is… the 21 Minutes to Go podcast with Andy Goldstein and Jason Cundy.
The best piece of advice I’ve been given is… always give people time and listen, really listen, and be happy!
ALL ABOUT THE GAZETTE First published in 1918 by the Founder, Spedan Lewis, and written into the Constitution, the Gazette holds a unique, responsibly independent role within the Partnership, championing opinion and keeping Partners informed as employee-owners of our business.
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PARTNERINTRANET.CO.UK/GAZETTE