Swansea’s Quadrant Shopping Centre has provided comprehensive training for all front-of-house staff on how to support neurodivergent shoppers and those with non-visible disabilities.
Developed and delivered with the support of Wales-based Learning & Development and Diversity & Inclusion specialists Delsion, the training ensures every customer-facing team member has the knowledge, understanding, and practical skills needed to support neurodivergent people and those with sensory differences.
As part of this commitment, the Quadrant has also introduced new Sensory Packs, now available for any customer who may benefit from support during their visit. In addition, the Quadrant has also launched the Hidden Disabilities Sunflower scheme recognised by the sunflower lanyards.
Each Sensory Pack contains items aimed at reducing sensory overwhelm, supporting regulation, and promoting comfort, such as noise-reducing headphones, fidget tools, and calming aids. The packs are designed to help neurodivergent shoppers, and anyone who experiences sensory sensitivities, anxiety, or stress in busy public environments, feel more at ease and more able to enjoy their time at the centre.
Recent figures show that 16.1 million people in the UK, 24% of the population are disabled, with numbers continuing to rise.
However, research suggests that significant barriers still exist:
- 75% of disabled customers have left a shop because of poor accessibility or customer service
- 70% choose not to return after a negative experience
- 73% prefer brands that support spontaneous visits without the need for detailed planning
These realities have shaped the Quadrant’s commitment to embedding accessibility and inclusion into everyday operations, the organisation said.
Adam Gibbons, Property Director at Centurion, owners of the Quadrant Shopping Centre, said:
“Making sure our shoppers feel supported, understood, and genuinely welcomed is central to who we are. By equipping all our front-of-house team with disability inclusion training and introducing Sensory Packs, we are taking meaningful action to improve the experience of neurodivergent customers. With 24% of the UK population identifying as disabled, it’s vital that the barriers people face are recognised and addressed. These improvements are not only the right thing to do—they will make a real difference to our customers and their families.”
Julian John, CEO of Delsion, added:
“It’s essential that shopping centres take proactive steps towards neurodiversity inclusion, especially as many neurodivergent needs are not immediately visible. The Quadrant is setting a positive example for centres across the UK. By investing in staff training and Sensory Packs, they are demonstrating a genuine, long-term commitment to accessible and inclusive customer experiences. These are exactly the kinds of changes that help create environments where everyone can feel they belong.”
Quadrant Sensory Packs are available on request by approaching a security team member or visiting the security control room on the first floor, near the centre’s lift and customer toilets.
