John Lewis House Rules -
White City
version April 2018
Your Behaviour
Partners and workers providing services to the John
Lewis Partnership are expected to behave openly and
honestly. We must all try to protect the business against
unacceptable behaviour and actions, particularly those
that would damage our reputation to the outside world
or cause us to lose money.
This could mean things like:
Behaving in a way that brings the business into
disrepute, stealing property, money or information from
the company, forging or altering company documents,
deliberately destroying or removing company records,
making false or exaggerated expense claims, passing
confidential information to people outside the business
without permission, taking or using Partnership property
for personal gain or exploitation of status, breaking the
law or helping someone else to break the law, including
money laundering, accepting bribes or gifts as a reward
for treating someone favourably, unauthorised
discounting, knowingly creating or paying false claims or
invoices
Absence and lateness
If you are ill, unable to come to work or running late, you
must notify a member of the Leadership team (if during
trading hours) informing them of the reason you cannot
attend work and when you expect to return.
It is your responsibility to ensure you have your floor
extension number. When you call you must ensure that
you speak to a manager. You must phone before your
start time or at the latest within one hour of your
contractual start time. If nobody answers you must
ensure you leave a message.
Stock Management, VM, Merchandising and
Management Office Partners should use the selling
support extensions. Social media or text messaging is
not to be used to report absences or lateness.
The Partner line number is: 020 8222 6401
*Extension numbers can be found on the White
City Hub.
Please use the Deputy Duty Manager extension
5499 when phoning before 09:30 to notify the
answering Partner, you may be asked to phone
back to speak to a manager from 09:30.
Visitors/Contractors
All visitors and contractors must have a prearranged
meeting with a named Partner. All visitors entering
within trading hours must sign in at Customer Support
where they will be issued a visitors badge they can enter
the building by any main entrance. It is the Partner's
responsibility to ensure all internal/external
visitors/contractors/reps are signed in at Customer
Support Visitors must ensure their badges are displayed
at all times when in store.
If they require a visitors access card contact Business
Protection
All visitors including Area Managers/Brand
Ambassadors/Demonstrators/Reps/Contractors must be
aware of the search procedures. The host Partner must
remain with the visitor/contractor/rep at all times.
Visitors/Contractors must be searched when they leave
the building. The host Partner will arrange this.
For the protection of Partners and Partnership property,
all Partners are responsible for reporting any
unidentified persons on the premises to Business
Protection or the Duty Manager. Any regular visitors eg
Consultants can have a access card on authorisation of
Line Manager.
Visitors/Contractors
(out of hours)
Any visitor/contractor wanting access to the building
outside of trading hours must press the appropriate
intercom button at Partners Entrance. This will link
directly to the deputy phone which will then be dealt
with by an opening Manager/ Partner for visitors or the
duty Maintenance Partner for contractors.
Personal Possessions
Lockers
Partners bags and handbags (male and female) must be
able to fit in the lockers provided. The lockers are
operated on a hot locker principle using padlocks.
Lockers must be cleared at the end of each day, failure
to do so may result in the lock being removed by means
of bolt cutters and would not be reimbursed . Any items
found will be held with Business Protection and the
Partner will be required to purchase a new padlock for
themselves.
Non - Partners are also expected to use the locker room
for their personal possessions so will be expected to use
their own padlock.
If you do not have a padlock, you can purchase one for
£1.50 from Customer Services. This is non-refundable
and the padlock will be yo
We do not accept any responsibility for the loss of, or
damage to your personal belongings whilst on
Partnership premises.
All lost property should be taken to the Customer
Services area immediately.
All lockers are subject to random supervised searching
by Business Protection and Management.
Mobile phones
Personal mobile phones may be carried by
Partners in work for use in a major incident only, but
must be kept out of sight and switched off. They can
continue to be used in designated areas within the
Branch during break time.
Smart watches can be worn by Partners but must be
de-paired from a mobile phone during working hours and
the smartwatch must not have an in-built camera. Watches
and phones can be paired in PDR during breaks
Fridges
Partners depositing items into the fridges in the PDR do
so at their own risk. Partners should make sure they
remove their items at the end of each day. Catering will
clear the fridges at the end of each day and all contents
will be thrown away. Fridges are not to be used to store
food shopping done during your working hours.
Food and drink
Food and drink bought into the store should be
deposited in a locker or fridge. Thermal/cool bags and
boxes will be treated as bags and thus Partners must
open them for inspection by business protection when
leaving the store.
Coats and jackets
All Partners should deposit coats and jackets in the
locker room. They should not be taken into any other
part of the Branch.
Use of Headphones
Headphones are not permitted to be worn at any time
during the working day, except when on your break or to
complete business related tasks such as mandatory
training.
Food and Drink
Partners’ Dining Room (PDR)
The PDR is to be used by Partners during their working
day or when in branch for business reasons. You may not
use these facilities on your day off. Partners must keep
this area clean and tidy. Trays must be returned to the
clearing area and all rubbish deposited in the relevant
bin.
Food & Drink
Partners must not eat, drink (including water) or chew
gum in any customer facing areas or stockrooms. Food
and drink may only be consumed in the Partners Dining
Room, and Meeting rooms (at pre arranged functions).
Water coolers are provided on every other floor (L1 & L3)
in back areas. These are for quick refreshment and cups
cannot be taken onto the shopfloor. Please dispose of all
cups after use. Drinks are permitted in the
administration offices, but care must be taken so as to
not damage computer equipment. Hot desks must be
left clean and tidy and ready to be used by other
Partners.
Partners are not to sample food and drink intended for
customer events (unless a genuine customer, or
approved by a line manager).
Access and ID Cards Bag Search
Partners must always have their access control card with
Every time a Partner leaves the building they may be
them whilst at work and will provided with a holder. Lost
searched by Business Protection or a manager using a
access cards must be immediately reported to the
randomiser.
Business Protection team where the card will be blocked
and a new card issued.
• If the light turns green then the Partner can continue
to leave the building.
A Partner must always use their own access card when
walking through a pass activated door, even if the door
• If the light turns red then the Partner must be
has been opened by another Partner walking through at
searched by Business Protection and will be asked to
the same time.
either empty their pockets, show the contents of any
bags/handbags or both.
Partners are not permitted to use any other access pass
other than their own or tailgate other Partner going
• Failure to press the random search button will be
through doors - any instances of this will be treated as a
investigated and may result in disciplinary action
breach of house rules.
being taken.
A charge of £5 will be made for lost cards.
You may be asked at any time to show to authorised
A deposit of £5 will be required for any partners signing
Partners the contents of any parcels, cases, bags, lockers,
out a temporary access card on a daily basis. This will
clothing (including pockets), etc, that you have on, or are
need to be paid at the Customer Services till point
taking from, the premises. Partners’ vehicles or other
form of transport parked on or near the premises, may
If you require a new access card speak to Business
also be searched as may lockers and any other area
Protection
where personal belongings are stored.

Entering & Exiting the This practice is known as the 'right of search', if you
refuse to comply, this may result in disciplinary action

building If we believe that Partnership property is being, or has

Partners’ Entrance
All Partners must enter and exit via Partners Entrance
where their start and finish times are before the shop
opens and/or after the shop closes. Where a Partners
shift starts or finishes during trading hours, they must
enter using any customer entrance.
If Partners wish to exit the building during their working
day they need to enter and exit via any customer door.
been, removed dishonestly and that you may be
involved, we will require a more thorough search either
in a private room or where we suspect the property may
be located. If you refuse to comply, it will result in
disciplinary action. For the avoidance of doubt this
paragraph forms part of your contractual terms and
conditions.

Non-Selling Areas
Exiting the building before closing time
If you finish work before the store closes, you should
collect your personal possessions and any shopping you
may have from the locker rooms and leave the store via
any customer entrance. If you then wish to return as a Lifts
customer, you may use any customer entrances, and Partners are not permitted to use the customer lifts
providing you stay within customer facing areas only, you when the store is open.
may leave via any customer exits. However you should
not be identifiable as a Partner whilst shopping. Customer Toilets
Partners are not to use customer toilets

Bulk Store and Stockrooms

Bulk Store access is limited to Stock Management,
Business Protection, Steering Group and Maintenance
Partners for access to maintain services only.
Secure Stockrooms – Only Partners with approved access
on their cards may enter these restricted areas.
Partner Shopping Reserved Stock
Partners can reserve stock for purchase at a later date
Partners shopping during working day.
(within 48 hrs).
Partners may shop in the store or other stores
It must be reserved in the Department in which it is
during their designated break.
selected and nowhere else.
From other stores - Partners must leave their purchases
Partners are not allowed to reserve items for themselves
in their hot locker and collect at the end of the day as
or create, amend or cancel their own Customer
they leave the building.
Requirements.
From John Lewis - Partners must place purchases in
Partners can reserve items for friends/family outside of
their hot locker. Should you be searched you must
JL but the reserve must be done by another Partner.
produce a receipt. The BP Partner or any Line Manager
Partners are not allowed to reserve any stock that they
will check the receipt against the goods in the bag, sign
know/believe will be in a price match event for
the receipt, and place it in the bag with the shopping.
themselves, friends, family or other partners leading up
to or during these events.
Partner purchases for immediate use - the cashier
must write “for use” on the receipt of items bought for

Returning/Exchanging
use immediately, e.g. birthday cards or hosiery. The item
must be taken to the Business Protection duty desk to be
checked against the receipt, which must then be
stamped.
Stock
Purchases of Mark-down stock - Partners may
purchase local mark downs however it must be on the Partners arriving for work before the Branch has opened
shopfloor for 24hrs before a Partner can purchase. Any who are returning John Lewis items for a
markdowns must be authorised by a line manager before refund/exchange should produce the original receipt and
put on sale You must not mark down stock for friends, get it checked by a Manager. Once exchanged the new
family or yourself. receipt must be retained and ready to present should
you be searched.
Leaving the building via Customer Entrances on
lunch - Partners must under no circumstances take any
purchased stock out via customer entrances on their
breaks. Purchases must remain in your hot locker until Customer Collections
the end of your working shift and exit the building via
Partners Entrance. The use of Customer Collection should be avoided for
Partner purchases made in the shop, to avoid
On no account must purchases be taken into any selling unnecessary impact on the customer.
support areas except the locker room.

Cash and Cards

Cash and/or credit /debit cards, must not be carried by
Partners whilst working in the Branch.
All cash / cards should be deposited in your hot locker or
the wallet lockers,. Any cash and/or cards deposited in
lockers/locked drawers are left at your own risk. We,
therefore, recommend you keep these to an absolute
minimum.
 Misuse of Discount
Discount is a use of profit, therefore failure to follow the
discount rules is seen as theft. As a Partner it is your
responsibility to ensure that you, your additional
cardholder and all those living permanently at your
address read, understand and follow these rules. Failure
to do so will result in disciplinary procedures.
Collections and
Sponsorship
Collections, of any kind, at work are allowed only in
certain circumstances as we do not want any Partner to
feel under pressure to contribute.
If you want to make a collection for any reason,
permission must be obtained from a member of the
branch Steering Group before any collection takes place.

Smoking (includes e-cigarettes)

To be consistent with Government legislation, Partners
are requested to respect the rights of both customers
and other Partners to enter and exit the building without
being exposed to smoke.
It is strictly forbidden for Partners to smoke anywhere in
the building, exterior stock handling areas or within the
car park. Partners should be mindful of customer
perception and must not smoke in the areas immediately
surrounding Partnership premises such as car parks,
Emergency Procedures
The emergency procedures must be adhered to at all
times. It is the Partner's responsibility to know the
emergency procedures. Any advice or concerns on
Emergency Procedures please contact a Business
Protection Partner.

Business Dress
entrances and forecourts.

Partners are able to smoke in public places surrounding

the shop (such as ‘The Square’) in accordance with
Westfield instructions. But this must be within
considerable distance from our doors. Smoking breaks
during your working day should only be taken whilst on
your scheduled unpaid breaks.
When at work the appropriate business dress must be
worn by all Partners including safety wear.
The Business Dress guidelines can be found on the
Partner Intranet and White City Hub

Personal Calls
Smoking

Partners are not allowed to make personal calls using the

Partnership’s telephones (fixed or mobile) except when Testers and Samples
authorised by their line manager.

Borrowing or lending
Bag Search
Smoking
Partners should not use product testers or sample taste
any products without the permission of the relevant

money
Personal Calls Section Manager. Permission should only be given to
enhance the Partners product knowledge and therefore
enable them to make informed sales. Unauthorised use
could be construed as theft and lead to disciplinary
To avoid any embarrassment or bad feeling in a
action.
department or branch, we discourage the lending or
borrowing of money between Partners. Should you
need financial assistance Partner Support is able to
offer advice and help.
Walls and Noticeboards
Please only use any notice boards provided to put up
relevant posters and information. Any Items placed on
notice boards should be appropriate and approved by
your manager.
No notices should be placed onto doors except in the
appropriate holders. This includes samples from
suppliers of any description
House Rules are intended to supplement,
support and complement the Partnership
Handbook and Divisional House Rules by
giving some useful detail about local
arrangements.
It is important that Partners read and
understand them. If there is anything in these
House Rules that you are not clear about then
you should ask your line manager to explain.
Blogging and Social
Networking Sites
The Partnership has a Social Media Policy and Guidelines
setting out its expectations in relation
to the use of social media by Partners.
You should be aware that your conduct towards
other Partners and customers on a blog or a social
network is subject to our normal expectations of respect
and courtesy. As such, you must not use social media to
defame or disparage the Partnership, Partners or any
third party; to harass, bully or unlawfully discriminate
against Partners or third parties; or to make false or
misleading statements. You should not have any
electronic links to the Partnership’s websites or any of
the Partnership’s brands or logos on an external website.
It is important that you familiarise yourself with the
Social Media Policy and Acceptable Use Policy

Partners have a personal responsibility to

follow these House Rules at all times. Failure
to do so is taken very seriously and could lead
to disciplinary action being taken.

Partners should also be aware of and read the

Social Media and ISI Guidelines available on
the Partner Intranet.