Transforming lives for good.

In the last year, we were there to guide retail colleagues though their toughest moments via our 24-hour helpline, counselling services, digital self-help services, financial aid and critical incident support. We took 11,649 helpline calls, delivered 8,520 counselling sessions, provided £537,000 in financial support and responded to 87 critical incidents, helping 710 colleagues.

Business impact

Business impact is determined by calculating the number of colleagues supported by the Retail Trust, the cost of delivering the service they used – be it website, helpline counselling, online therapy, retail rewards, virtual GP, events or training – and the return on investment (ROI) multiplier as determined by the Deloitte mental health and employers report. By using this methodology, we can calculate the financial benefit based on increased productivity through reduced absenteeism, presenteeism and employee attrition.

Training targeted groups of people has the highest ROI of £6 for every £1 spent. Organisation-wide early interventions such as campaigns to raise awareness of mental health issues have an ROI of £5.60 for every £1 spent. Proactive interventions which support employee mental health at an early stage provide an ROI of £5 for every £1 spent, while reactive interventions that provide support after deterioration in an employee’s mental health has occurred provide the lowest ROI of £3.40 for every £1 spent.

Using this methodology, during the period 1 May 2025 to 30 April 2026, the Retail Trust delivered £35.7 million of business impact.

View our impact reports over time

Trustees’ reports and financial statements