Supporting independent living

Keeping an eye out for customers

It's now possible for customers to add the name and mobile phone number of a friend or family member we can contact if our drivers are unable to make their delivery. This offers added peace of mind to relatives or carers of customers who live alone, who are getting older and/or are disabled.


Assisted shopping in store

Waitrose branches provide Assistant Shopping for customers who need help with their shop. Our Partners can help collect and pack your shopping then accompany you to your car if required. Please speak to a branch Partner at the Welcome Desk if you would like to use this service.


Disability Awareness Training

To raise awareness of disability amongst our Partners we have Disability Awareness Champions in our stores.  Many have recently undertaken Dementia training.


Tackling loneliness at Christmas

We know that many people spend Christmas on their own. That’s why Waitrose has supported over 800 Christmas lunch events over the last two years, benefitting more than 55,000 people. Our Partners have donated in excess of 3,000 hours of their time to help.



What is a Secondary Contact Alert for?
To help a customer live independently for longer. It offers added peace of mind to customers or relatives or carers of customers who live alone, who are getting older and/or are disabled but still wish to shop online and recieve grocery deliveries to their home.

Who should add a Secondary Contact Alert to their account?
A customer can add a Secondary Contact Alert or friend, carer or family member who is shopping on behalf of someone who may require an emergency contact.

How will Waitrose use my Secondary Contact Alert?
Your Waitrose delivery driver will contact their branch if they are unable to make your delivery and the branch will then alert your secondary contact.

Is my Secondary Contact Alert information secure?
Yes, all information kept in 'My account' on is treated as sensitive information. Your Secondary Contact information is available to our delivery drivers in the event of the recipient of the order not answering the door. The Waitrose branch will be contacted by the delivery driver who will use the details provided to alert the relevant person.

How can I add a Secondary Contact Alert to my account?
You can add a Secondary Contact to your account at any point. Simply navigate to My account in the header of the site and from the drop down select My Address Details. You will be presented with any addresses already saved in your account and will be able to add new addresses from here too. When editing or creating a new address, simply tick the box which asks if you want to add an emergency alternative contact and add the information as required (250 character limit). Please note, you will not be able to edit an address which has a pending order against it until your order has been fulfilled.

I shop on behalf of a friend/relative, can I still add a Secondary Contact Alert to the order?
Yes, simply add the information to your address in My account. Please add the Secondary Contact Alert to the address the order is being delivered to.