Peak Pack 2025/26 As we close out another fantastic year at Dreams, we want to express our heartfelt thanks to each and every one of you. Your dedication, hard work, and unwavering support have made 2025 a truly outstanding year! Our like-for-like performance
has topped the market as we continue to act as market leaders, and our amazing customer service has helped us to outperform market trends. We hope you feel as proud of these achievements as we do!
We have had some amazing highlights in 2025, one of which is the number new stores we’ve opened – by the end of the year we’ll also have welcomed our new standalone Feather & Black stores as well as a new Sunderland DSC and store! And the exciting part? We’re only getting started, in the year ahead we’ll be opening even more stores, completing key refits and relocations, and continuing to grow and evolve as a business. Every colleague plays a vital role in our success, so we want to acknowledge the incredible contributions from teams across the business. A special thank you from all of us in Retail to our Commercial, Marketing, and E-commerce Teams, as well as everyone in Distribution, Supply Chain, Bedquarters and our very own Dreams Bed Factory for continually outstanding support throughout the year. Together, we’re well-prepared to build on this year’s momentum, kicking off an excellent Peak trading period and making 2026 even stronger. With the best Retail Teams in the industry, cutting-edge advertising, an exceptional Customer Journey, quality products, and well-executed promotions, we have all the ingredients for success!
We wish you a joyful festive season and a very Happy New Year! We hope you can take time to relax, enjoy the company of friends and loved ones, and recharge for an amazing year ahead. Here’s to shaping a fantastic 2026 together!
Best wishes, Emma, Donnie and Matt
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Table of contents
Retail support teams........................................................................................................................................................................ 3
Retail Field Team rota ................................................................................................................................. 3
Superuser rota .............................................................................................................................................. 4
Customer Services Team operating hours ................................................................................................ 5
Marketing Team ................................................................................................................................................................................. 6
Key POS delivery dates ................................................................................................................................ 6
Key POS promotional changeover dates .................................................................................................. 6
People Team ........................................................................................................................................................................................ 7
IT Team ...................................................................................................................................................................................................8
Risk Team...............................................................................................................................................................................................9
Stock and Finance ..........................................................................................................................................................................10
Compulsory Year End Banking ................................................................................................................. 10
Stock and POs ............................................................................................................................................ 10
Business continuity .......................................................................................................................................................................... 11
Manual Order Pads / Laptops (only when authorised by DM) ............................................................ 11
Manual Card Payments ......................................................................................................................... 11
FAQs ....................................................................................................................................................................................................... 12
Declaration ...................................................................................................................................................................................... 14
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Retail support teams
Retail Field Team rota Our Retail Field Team, your Divisional Managers, will be available to support you should you have any queries or issues. Below are the days that each Divisional Manager will be contactable for support, as well as the contact mobile numbers for each
Divisional Manager
Division
Contact number
Dougie Truesdale
Division 1
07500 105251
Tony Leedham
Division 2
07736 618898
Peter Harrison
Division 3
07976 874289
James Barnard
Division 4
07736 618819
Samantha Carpenter
Division 5
07716 081384
Paul Mullady
Division 6
07827 237882
Frank McGibbon
Division 7
07837 817086
Nick Meehan
Division 8
07816 580063
Noel Ward
Division 9
07980 640636
Clara-Jane Bailey
Division 10
07909 116731
Neil Ross
Division 11
07523 689446
26 th Dec 27 th Dec 28 th Dec 29 th Dec 30 th Dec 31 st Dec 1 st Jan 2 nd Jan 3 rd Jan 4 th Jan
Dougie Truesdale Tony Leedham Peter Harrison James Barnard Samantha Carpenter
IN
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Paul Mullady
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Frank McGibbon
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Nick Meehan
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Noel Ward
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Clara-Jane Bailey
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Neil Ross
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Superuser rota In addition to our Field Team, our home-grown heroes are also able to help you out with any support you may require!
26 th Dec
27 th Dec
28 th Dec
29 th Dec
30 th Dec
31 st Dec
1 st Jan
2 nd Jan
3 rd Jan
4 th Jan
5 th Jan
6 th Jan
7 th Jan
8 th Jan
9 th Jan
10 th Jan
11 th Jan
Colleague
Store
Paula Cole
Plymouth IN IN IN IN OFF IN IN IN IN IN IN IN OFF IN IN IN IN
Kate Grey
Dartford IN IN IN IN OFF IN IN IN IN IN OFF IN IN IN IN IN IN
Graham Burch Southend IN IN IN IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN
Neil Barrett
Southend IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN IN IN IN
James Allen
Chester
IN IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN IN IN
Ashley Bromilow St Helens IN IN IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN IN
Tracy Carlin
Inverness IN IN IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN IN
Amy Woodhouse
Lincoln
IN IN IN IN IN IN IN OFF IN IN IN IN IN OFF IN IN IN
Lynne Llewellyn Cwmbran IN IN IN IN IN IN OFF IN IN IN IN OFF IN IN OFF IN IN
Gabby Barnas
Reigate
IN IN IN IN IN IN IN OFF IN IN IN IN OFF IN IN IN IN
Kodey Williams Sheldon
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Isabelle Quarrington Dominique Garmston James Weatherstone
Canterbury IN IN IN IN IN IN IN OFF IN IN IN IN IN IN OFF IN IN
Wednesbury J9
IN IN IN IN OFF IN OFF IN IN IN OFF IN IN OFFOFF IN IN
High Wycombe
IN IN IN IN IN IN OFFOFF IN IN IN IN OFFOFF IN IN IN
Richard Webb Bracknell IN IN IN IN IN IN IN OFF IN IN IN OFF IN IN IN IN IN
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Customer Services Team operating hours Customer Services will be open on Boxing Day (26 th December) and New Year’s Day (1 st January) to help support our Retail colleagues on these busy trading days.
During the Peak Period there are several ways to get in touch if you need customer services assistance: • Send an order amendment request to customerservices@dreamsbeds.co.uk. The turn-around time for these will be two business days • If urgent assistance is required on a day that customer services is open, you can call Branch Support on extension 1020
Telesales (including web chat)
Day
Date
Customer Services (including web chat)
18 th December
Thursday
8am – 6pm
9am - 8pm
19 th December
Friday
8am – 6pm
9am - 8pm
20 th December
Saturday
9am – 5pm
9am – 5pm
21 st December
Sunday
10am – 4pm
9am – 5pm
22 nd December
Monday
8am – 6pm
CLOSED
23 rd December
Tuesday
8am – 6pm
CLOSED
Wednesday 24 th December
9am – 5:30pm
CLOSED
25 th December
Thursday
CLOSED
CLOSED
26 th December
Friday
10am – 4pm
9am - 6pm
27 th December
Saturday
9am – 5pm
9am - 5pm
28 th December
Sunday
10am – 4pm
9am - 5pm
29 th December
Monday
9am – 5pm
9am - 8pm
30 th December
Tuesday
9am – 5pm
9am - 8pm
Wednesday 31 st December
9am – 5pm
9am - 5pm
1 st January
Thursday
10am – 4pm
9am - 5pm
2 nd January
Friday
9am – 5pm
9am - 8pm
3 rd January
Saturday
10am – 4pm
9am - 5pm
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Marketing Team
Please see below all key dates for POS deliveries around the Christmas-period, as well as your key POS changeover dates (subject to change). It is important to check all POS delivery packs against the interactive POS Delivery checklist that will be emailed to the store directly from our Marketing Team. Any missing flagged POS will be ordered soon as possible by marketing themselves, minimising any impact on your in-store Customer Journey.
POS delivery checklist needs to be completed and submitted by Thursday 11 th December.
Key POS delivery dates
Peak POS delivery
Final myPOS delivery pre-Christmas
Next myPOS orders delivery after Peak
Arriving in stores Wednesday 10 th December (Thursday 11 th December for those stores on two-day delivery)
Arriving in stores Thursday 18 th December (Friday 19 th December for those on two-day delivery)
Arriving in stores Wednesday 7 th January (Thursday 8 th January for those on two-day delivery)
Please note this is a large POS delivery, ensure staffing levels pm to ensure this can be thoroughly checked
The deadline for myPOS orders ahead of this final pre-Christmas delivery is 10am Friday 12 th December
The deadline for myPOS orders for this first post-Christmas delivery is 10am Friday 2 nd January
Please note all ticket orders placed throughout the non-office days (bank holidays & weekends) will be processed 3 times a day: pre 10am, between 1-2pm & approx. 6pm
Key POS promotional changeover dates Full details of POS and ticket changes to be implemented will be published to colleagues via the POS Guidelines, which will be made available on MyDreams as normal.
Date
Level of change
Guidelines to be published
Thursday 18 th December Note promo live online 17 th December
Monday 15 th December
Promo launch
Friday 26 th December
Sunday 21 st December
Window overlays, headercards, hanging banners & tickets
Tuesday 30 th December
Monday 29 th December
Window overlays & headercards
Thursday 1 st January
Wednesday 31 st December
Window overlays, headercards & tickets
Friday 2 nd January
Thursday 1 st December
Window overlays & ticket thirds
Monday 5 th January
Sunday 4 th January
Window overlays & ticket thirds
Wednesday 7 th January
Monday 5 th January
Full change
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People Team
For those of you who leave Christmas shopping to the last minute, good news: December’s pay day this year will be moved forward to Monday 23 rd December to ensure colleagues are paid ahead of Christmas!
Due to the earlier pay date, deadlines are as below. If you have any queries, please let the Payroll Team know as soon as possible. • New starters joining before or on Sunday 15 th December (with employment documents signed and submitted) will be included in the December payroll. To ensure this happens, all paperwork must be submitted by close of play on Friday 6 th December
• New starters joining after Sunday 15 th December will receive their first pay in January
• Overtime and bonus information must be submitted to Payroll by Monday 2 nd December. Any submissions received after these dates will not be processed in time for the December payroll
We recognise that the festive period is not always one of comfort and joy for everyone - We have a network of Mental Health Champions who are here to support colleagues feeling affected by financial problems, bereavement, divorce or loneliness – you are not alone. The Mental Health Champions Poster can be found on MyDreams at [People > Colleague Wellbeing > General Wellbeing], or by clicking here.
We also have the Retail Trust (wellbeing helpline at 08088 010 808), they have great resources and articles such as information on what to do when you’re dreading Christmas.
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IT Team
Below are some of the most common IT issues that you may face. If possible, you should try to resolve issues by referring to the support guides available on MyDreams (pictured left) at [Retail Home > Store Operations > Guides > IT], or by logging into the IT self-service portal (pictured right). Please remember that IT don’t monitor Bedspace
Some common issues include:
• How to recover from a NavPad error after payment has been taken (XML error)
Changing Paragon order status
•
Order saving failed
•
PED stuck on ‘connecting’
•
• Excel documents not displaying in excel viewer (even if visible in previewer)
If you are unable to resolve any IT-related issues, you should log a ticket as usual with the IT Service Desk, either via the portal or by emailing ServiceDesk@dreams.co.uk.
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Risk Team
If you believe an order or attempted order could be fraudulent, it is vital that you contact the Fraud Team.
You can get in touch with the team by:
Emailing Fraud@dreams.co.uk
•
• Calling the Out-of-Hours Hotline on 01494 370352
• Getting in touch with one of our Risk Team directly via the contacts below:
o Senior Risk Manager - David Hull – 8523
o Risk Manager - Steven Clarke – 8537
Risk Manager - Sue Jolly – 1507
o
o Junior Risk and Fraud Manager - Nada Maimouni – 1586
To assist you in being aware and vigilant of any current security trends, all security alerts can be found on MyDreams at [Risk & Safety > Risk & Security Alerts].
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Stock and Finance
Compulsory Year End Banking Compulsory Year End Banking will take place on 19 th December. Please ensure that all cash and cheques in your branch safe are banked and removed on this day before 3pm. To avoid any issues please check the opening times at your local Post Office / HSBC branch to make sure they are not closing earlier than usual for the Christmas holiday. Please ensure that all banking has been planned to take place on the above date. Any additional forms of payment (including cheques) taken after the Compulsory Year End Banking has been completed must be banked on 29 th December. Stock and POs Please ensure all Purchase Orders received at your branch have been booked in by End of Day on Thursday 19 th December. If necessary, any deliveries between Friday 20 th and Tuesday 24 th December should also be booked in. Receipt all stock on the system (stock transfers and new showroom models) by 24 th December – anything received on 24 th must be booked in on 24 th . This is effectively by the 21 st due to stores’ opening days. Ensure all pay & take stock items are completed as delivered by Sunday 21 st December. The last cash banking day is Friday 19 th December, however if extra cash is taken over the weekend, stores must bank by Sunday 21st December if practicably possible. Must also remove monies from the branch safe on the system.
Complete EOD statement on the last trading day; Sunday 21 st December. All monies for charity must be banked by Friday 19 th December and all branches must email Customer Finance (customerfinance@dreams.co.uk) with amounts.
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Business continuity
Manual Order Pads / Laptops (only when authorised by DM) Every store across the business has been provided with a Manual Order Pad which you should only use in certain circumstances. It is critical you are aware how to use these pads and ensure each manual order copy used from the pad is accounted for during store audit.
It is a paper copy of a customer’s order with us and works as a contractual document between us and the customer. The same copy also serves as a valid receipt of payment confirmation for customers. These should be used in the following circumstances:
• If computer systems are down in-store, preventing you from taking live orders from customers
• If there is a power cut at the store
• Extremely busy times in stores, where a customer cannot or will not wait for a computer to become available to complete an order.
These allow you to continue serving customers in case of system outages and during extremely busy periods.
Manual Card Payments Should you experience any issues with your PDQ machine, which prevents payments from being processed, please contact the IT Service Desk via the portal. If our IT Team are unable to resolve the issue immediately, please contact another store to process a standalone payment for you, using a manual order number.
If the PDQ machine displays a message to call the bank for authorisation, please refer to ‘Mail Order Policy (Customer Not Present)’. This document contains the correct contact numbers for Worldpay to assist you with these transactions.
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FAQs
Can non-telesales stores take orders over the phone (‘mail orders’) where the billing address and delivery address differ? Yes, if all checks have passed and all details are taken correctly. The billing address must be entered in the invoicing section of NavPad. The billing address should also be entered for the Address Verification System check, which NavPad will prompt after payment details are taken.
What message does NavPad prompt when taking correct payment over the phone? ‘Security Code Matched, Address Matched, Zip Code Matched’ – you should only continue with the order where all data matches. How to proceed when the system requests an authorisation code? If the system requests an authorisation code, DO NOT type any code in – call the Authorisation Centre immediately via the phone numbers listed below:
• When cardholder is present – 03457 600 500
• When cardholder is not present – 03457 600 530
They will ask for your store merchant number, an 8-digit number found on any card receipt printed from the PDQ machine. After calling the Authorisation Centre, the order/attempted order must be sent to fraud@dreams.co.uk for further investigation.
Do we accept Chip and Signature cards as a form of payment? No, Dreams does not accept Chip and Signature cards under any circumstances.
Do we accept American Express (AMEX) cards as a form of payment? Yes, we accept AMEX cards, but only in-store through the ‘chip and pin’ method. We cannot take AMEX payments over the phone or via contactless in-store.
Can we process an order as Customer Not Present (CNP) when a customer is placing an order in- store? No, if a customer is present in-store an order should not be processed as CNP.
Do we provide refunds for orders that have been flagged as fraudulent? When an order is confirmed to be fraudulent, our fraud department will cancel the order and does not provide a refund.
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Does Dreams offer delivery to storage companies or shipping companies? We do not offer any delivery services to storage companies, however we can offer deliveries to shipping companies.
Can orders over the phone (‘mail orders’) be collected from a store? Mail orders cannot be collected either from a store or HDD under any circumstances.
What are ‘security alerts’? Security alerts are sent out with the weekly updates when the Fraud Department would like to make the business aware of any recent fraudulent events that have occurred and outline the steps necessary to prevent this incident from happening again.
Where can we find the security alerts? On MyDreams, at [Risk & Safety > Risk & Security Alerts].
Where can we find the Step-by-Step Manual Mail Order Guide? On MyDreams, at [Company Policies > Risk & Security Policies].
Will MyDiscount continue to operate during Peak? Yes, MyDiscount will remain live over Peak.
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Declaration
Every member of the team must read and sign the Peak Preparation Pack.
I can confirm that I have read and understood the relevant documents:
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Signature:
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