Our shops: community and purpose

Step inside any Royal Trinity Hospice shop and you’ll find more than rails and price tags. You’ll meet people who care about making a difference, whether shop managers keeping everything running, volunteers giving their time or customers choosing preloved fashion and supporting our mission. Every item sold helps fund free end-of-life and palliative care across London, and every conversation and shared moment contributes to something bigger. Our shops bring together community, creativity and sustainability. They’re spaces where people connect, share stories and work towards something meaningful.

Today, we explore what life in Royal Trinity Hospice shops is really like through the lens of Wendy, a shop manager who dedicated 15 years to building community across London.

Meet Wendy

Wendy has dedicated 15 years to Royal Trinity Hospice, making a difference across our retail community. Starting at the Wimbledon shop, she’s supported almost every Royal Trinity Hospice shop across London, bringing warmth, care and dedication wherever she’s worked.

“It was just myself and a team of amazing volunteers. I was so impressed by how dedicated and loyal they were to the charity, how friendly and welcoming they were. I was also impressed by the friendliness of the customers and the generosity of donors. All of this made me feel like I had come to the right place.”

Every shop has its own character

With 23 shops across London, one thing is certain: no two shops are the same. Each has its own rhythm, its own regulars and its own way of doing things, shaped by the local community around it.

“Working across so many shops has taught me humility and respect but also maintaining a positive attitude and listening to people. All of our shops are different; they have their own character, their own way of doing things. You have to tune in to that individual shop and show respect for colleagues, support them rather than impose. I’ll usually arrive and ask, ‘What would you like to do today? How can I help?’ And we take it from there.”

Listening first and supporting second is central to how our retail team’s work. For volunteers and managers alike, it means a varied, people-first experience that adapts to the needs of each location and its community.

Making volunteering rewarding

No matter how long you’re with us, we want your time in our shops to be meaningful. Volunteering at Royal Trinity Hospice isn’t just about helping on the shop floor; it’s about gaining skills, building confidence, feeling part of a community, and enjoying memorable moments along the way. Wendy shares stories of colleagues who went above and beyond to make volunteering a truly rewarding experience - starting with Tony, shop manager of Clapham Junction: 

“He’s charismatic, warm and amazing with volunteers. He has a very open-minded attitude and is extremely kind-hearted. I’ll never forget his cakes inspired by cocktails; he used to bring them in for the whole team. He had a list of training activities for volunteers, working through points even with someone who was with us for just one week. Even corporate volunteers for one day would get a variety of experience, not just one task.”

She also highlights George at Fulham:

“Very cultured and nurturing towards his volunteers. He goes out of his way to make sure volunteers know about Trinity’s special activities, like visits and day outs, and that they benefit from them. He’s very caring.”

Matilda, Volunteer at Earl's Court

"I wanted to gain some work experience while giving something back to the community during my time in London.” 

Michael, Volunteer at Hammersmith

“I love the camaraderie of working in the shop and hopefully being some help.” 

Perpetual, Volunteer at Chiswick

“Discovering Royal Trinity Hospice on Chiswick High Street was a turning point. Volunteering here has been a joy, and I eagerly look forward to it every week!” 

Sustainability and Individuality

Wendy recalls customers who transformed preloved finds into imaginative outfits. For her, it showed how charity shops can be a space for individuality and sustainable style.

“She’ll take a skirt and make it into a bodice. She uses brooches to adjust garments. Every time she comes in, she’s wearing a different outfit, layered, colourful, absolutely individual. She doesn’t follow trends; she makes her own look.”

Preloved fashion isn’t just London’s answer to sustainable fashion. Yes, it lowers waste and extends the life of garments, but it also gives people the freedom to create looks that are uniquely theirs. Our shops celebrate that creativity and the community that values it.

Thank You

First, we want to say a heartfelt thank you to Wendy for her incredible 15 years of dedication to Royal Trinity Hospice. Her warmth, care and commitment have made a lasting impact on our shops and the communities they serve. We wish her all the very best in her retirement and the exciting future ahead.

We also want to thank our amazing staff and volunteers. Your time means everything to us at Royal Trinity Hospice. Whether you've been with us for a few weeks, months or even over a decade, we're incredibly grateful for the time and energy you've given to support our work. We couldn’t do it without you.

Want to join our community in the new year?

There are lots of ways to get involved: volunteer for a few hours a week, explore retail roles, or simply shop preloved and support sustainable fashion.

Volunteer with us