Springfields Shopping Outlet has promised new and improved toilet facilities after a 70-year-old woman recovering from surgery was unable to reach an available toilet during her first outing in eight weeks.
The pensioner had travelled to the Springfields centre in Spalding with a friend after spending time in hospital. When she needed to use the toilet, shops and cafés told her she could not use their facilities because she was not a customer.
She was directed instead to the Festival Gardens toilets, near the craft centre. However, those facilities were closed, including the disabled toilet. The woman had a special radar key which should have opened the accessible facility.
She was later directed towards toilets near the Information Point, but did not get there in time.
“I was so embarrassed. Everybody there when they realised my distress was very apologetic, but it was horrifying.”
The incident comes as Triton Property Fund, which owns Springfields, has submitted a planning application proposing to turn the Information Point toilets into a shop.
Planning application does not mention replacement toilets
Documents submitted with the application say the proposed development would turn the Information Point toilets into a shop. The documents state that the change would improve the flexibility and appearance of that part of the centre, support continued investment and help secure future occupiers for the unit.
The planning application does not mention any new toilets. However, a Springfields spokesman said the outlet would soon reveal separate plans for its toilet facilities.
The company said it was sorry to learn about the incident and the upset caused. It said an internal review found that alternative toilet facilities had been available nearby at the time, but that the visitor had been directed to facilities that were temporarily unavailable because of a misunderstanding.
Springfields said it had apologised directly to the customer and was working with teams across the site to ensure information about customer facilities was communicated clearly and consistently.
Work promised later this year
The outlet said the planned investment was part of its commitment to providing a welcoming and accessible environment for visitors. Work on new and improved toilet facilities is due to begin later this year, with further details expected to be announced shortly.
For visitors, the episode highlights the practical consequences when facilities are closed or information about their availability is unclear. The woman’s account also underlines the importance of accessible toilets for people recovering from illness or surgery and for anyone relying on a radar key.
The planning proposal and the promised toilet improvements are separate parts of the current development and facilities plans described by Springfields. The company has not yet published details of the new facilities or confirmed how they will relate to the proposed shop conversion.