Keeping the high street alive

Survey 2012 Keeping the high street alive The inexorable rise of the charity shop supported by

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Sponsor s foreword Over the past year, charity shops have demonstrated once again their extraordinary ability to adapt and grow, despite challenging times for the high street. This is testament to the constant innovation of charity retailers demonstrated by the fact that those included in the 2012 Charity Shops Survey raised a record-breaking 175m last year. At a time when grants and other funding is being reduced, this ability to generate unrestricted income should be more important than ever to chief executives of UK charities with an eye on the bottom line. Charity shops have also been inventive in looking at new ways to address what is perhaps their biggest challenge donations. The Association s Choose Charity Shops campaign in May showed nearly 6,000 shops united in the task of generating stock. Increasing constraints on local authority budgets have created additional pressure in an already competitive environment, accelerating the trend to contract out textile banks and collections for profit. Yet new corporate partnerships, like the Shwopping campaign from Oxfam and Marks & Spencer, have demonstrated that we can find innovative new ways to generate donations. And smaller charities haven t been left behind, with examples such as Traid and the London Borough of Bexley piloting a textile collection service to around 8,000 households. There have been other welcome changes for the sector. The commitment by the government in its March Budget to simplify gift aid on donated goods, following a long campaign by the Charity Retail Association, has the potential to deliver significant savings. We have a great story to tell. On top of 17,000 jobs and 180,000 volunteers, charity shops reduce UK carbon emissions by around 3.7 million tonnes of CO 2 every year. They provide high-quality, low-cost goods for those feeling the brunt of the recession nearly 60 per cent of those on the lowest incomes shop in charity shops. Our members have had no problem in rising to the challenge to demonstrate their economic benefits, with shops helping to regenerate town centres and increase footfall up and down the country. Charity shops are truly social businesses: an asset on the high street. And despite challenges on the horizon, we have reason to remain optimistic. The longer I work with charity retailers, the more I realise what a confident, adaptable and resilient sector we are, ready to innovate and move with the times. I hope the next year brings the ongoing success that charity retailers deserve. Warren Alexander, CEO, Charity Retail Association 4 5 6 12 14 17 20 22 26 27 28 Introduction Shop numbers Income and profit Volunteers Paid staff Rent Collection costs and rag Other findings Common concerns Competition Charity shops league table Price: 75 Additional copies may be ordered at civilsociety.co.uk/shop The Charity Shops Survey 2012 was compiled and written by Jonathan Last with additional analysis by Gareth Jones. Editor: Andrew Hind Published by Civil Society Media 15 Prescott Place, London SW4 6BS Telephone 020 7819 1200 Fax 020 7819 1210 civilsociety.co.uk info@civilsociety.co.uk Design by RF Design Civil Society Media Limited 2012 The publishers, authors and printers cannot accept liability for errors or omissions. All rights reserved. No part of this publication may be reproduced in any form without the written permission of the publisher.

charity introduction Introduction Number of charities in survey 74 Number of shops in survey 6,233 Number of hospices / non-hospices in survey 36 / 38 Number of shops in chain 1 10 24 11 24 24 25 99 9 100+ 17 As the global recession continues to claim more victims, the UK s charity retail sector is steadily going from strength to strength. In the 2012 Charity Shops Survey, published for the twentyfirst time by Charity Finance, in association with Fundraising, we can yet again report increases in both reported income and profits: 716.4m for the former and 175.1m for the latter, growth of 6.8 per cent and 14.3 per cent respectively on the previous year. The 74 charities reporting this year have cause to be very pleased with themselves. The same issues that have benefited the sector for the past four years since the fateful economic events of 2008 continue to fuel its rise in fortunes: commercial retailers closing, both removing competition and creating affordable properties in prime locations to take over; and unemployment producing more volunteer staff and enticing shoppers to spend more frugally. A charity shops boom like this must, of course, eventually slow, and there is evidence that at least one aspect that helps charity retailers thrive could be under threat. During the course of compiling this year s survey, we have heard anecdotal accounts of some local authorities challenging charity shops rates relief when the lease is held by the organisation s trading company. Since, these days, the majority of charities sell both donated stock and bought-in goods, this is becoming increasingly common. Rates relief is technically for charities, not trading companies, so this demonstrates another example of the importance of charities knowing how to structure their operations in order to take advantage of all the benefits their status brings. Certainly, the more revenue charities get from new goods, the more pressure there will be from the business lobby to have their rates reliefs removed. Along the same lines, we have heard that many charities are losing their 20 per cent discretionary rates relief as local authorities seek to save money in these difficult times. However, charities should not just accept this move as being out of their hands, since the Localism Act 2011 means that any charity which can successfully argue that it provides a local benefit can more often than not get this 20 per cent benefit restored. Mary Portas caused controversy in late 2011 with her review of the high street. The Charity Retail Association went as far as to write to the Prime Minister to object to the suggestion made by the retail guru that the number of charity shops on the high street should be limited the idea was subsequently dropped from her final report, but its initial inclusion demonstrates that an unwitting consequence of charity retailers success is that they are receiving more attention and therefore more scrutiny. The issue of charities getting rates relief while business start-ups do not was also raised by Portas. We are delighted to be able to include Save the Children in the this year for the first time since 2009. However, the charity was not able to provide full answers to our questionnaire and so, although it appears in the final league table, analysis in other sections of this supplement only includes Save the Children where we were able to verify the data. The typical charity shop (median figures by shop chain*) Non-hospice Hospice Floor space 500-750 sq ft 500-750 sq ft Rent per annum 18,000 14,599 Number of paid staff per shop 1.5 1.4 Staff costs as % of turnover 35.3% 32.9% Number of volunteers per shop 16.7 21.8 Weekly hours per volunteer 6 4.5 Percentage donated goods 83.5 82.5 Average weekly sales 1,698 2,004 Average weekly profit 371 644 *Please note that other aggregate figures in the survey are calculated on a mean average basis 4 Charity Shops Survey 2012

shop numbers charity Shop numbers Total shops in survey It s been hard to ignore the rise in the number of charity shops on our high streets over the past few years, and this has been duly reflected in the 2012 survey s results. Despite 224 shops closing, a healthy 442 opened in their places to give a net increase of 218 up from last year, when an aggregate of 129 new shops opened their doors. There are a total of 6,233 shops in this year s report, the highest number recorded in the life of this survey. This is the ninth consecutive year that charity shop numbers have risen, and the fourth in a row that has seen a three-digit rise. This area has shown one of the sharpest increases in the whole survey, when Number of shops in chain Increase Ribbon cutters and shop shutters 6,233 (74 charities) Up from 6,007 at start of year Shop managers expectations: How do you expect your shop numbers to change over the coming year? you consider that 2007 and 2008 saw a mere 20 and 13 net openings respectively, before 2009 and 2010 produced an upward curve of 109, then 140 after that. Barnardo s has held onto top spot in this year s table of charities with the most net shop openings, even managing to surpass its 2011 figure of 50 to come in with a strong 57 more than 20 higher than the secondplaced entry, Sue Ryder. The British Heart Foundation which occupied top spot consistently between 1998 and 2010, except for one year comes third this time. Elsewhere, there are familiar names in the list with the exception of newcomer the Children s Society, which nudges Decrease Stay the same 100+ 70% 24% 6% 25-99 70% 10% 20% 11-24 90% 0% 10% 1-10 50% 12% 38% YMCA off. With plans to open a further 17 new shops in 2012/13, you can expect the Children s Society to hold a place in the table again next year. Age UK has carried on its policy of scaling down its operations, keeping first place for most net closures, although eight represents a significant deceleration from 2011 s 38. This year, however, the charity shares top spot. Cancer Research UK also had eight net closures, three less than its tally last year, when it shut 11 shops. In keeping with the trend of growth all through this year s survey, this year s top eight f or closures shut far fewer shops overall than we saw in 2011: 78 then, compared with only 24 this time. Reasons to believe that expansion will not be slowing down any time soon are reinforced by this year s shop managers expectations, which have generally held solid from 2011 over 70 per cent still expect to add to their portfolio. Again it is those managing 11 to 24 shops who are most confident (a whopping 90 per cent) and those overseeing 1 to 10 shops who are the least likely to grow; though 50 per cent of these still anticipate an increase in numbers. Most net openings Number of shops at end of year Most net closures Number of shops at end of year Barnardo s 57 487 Age UK 8 451 Sue Ryder 36 392 Cancer Research UK 8 554 British Heart Foundation 35 709 Debra 2 116 Salvation Army 18 135 PDSA 2 179 RSPCA 13 265 Douglas Macmillan Hospice 1 15 Shaw Trust 9 50 Oxfam 1 685 Shelter 9 106 St Peter's Hospice 1 47 Children s Society 7 76 Scope 1 237 Charity Shops Survey 2012 5

charity income and profit Income and profit Total income 716.4m 6.8% increase Total profit 175.1m 14.3% increase Four years on from the banking crisis that landed the UK in its current state of recession, it s still rare that discussions about financial matters are not prefixed with the expression in this current economic climate, or variations thereof. This report cannot avoid doing the same, as it is truly remarkable how resilient the charity retail sector has been during this difficult period. Rates of annual profit growth were at a steady 4-7 per cent at the start of the recession, between 2008 and 2010, but then made a sharp upturn in 2011, rising 12.2 per cent from the previous year as the 75 charities in our survey reported an overall Profitability Top 20 non-hospices Profit margin % Dame Hannah Rogers Trust 57.1 Force Cancer Charity 51.2 Salvation Army 50.6 Break 47.2 Cancer Research Wales 43.9 Animals in Distress 43.5 Viva Arts & Community 42.2 RSPCA 37.9 Sailors Society 33.8 Oxfam 31.5 Cancer Research UK 30.5 Home-Start Teeside 29.0 Save the Children 25.9 Marie Curie Cancer Care 24.9 Oxfam Ireland 22.8 Children s Society 22.2 Barnardo s 21.8 British Red Cross 21.6 British Heart Foundation 20.7 Sue Ryder 20.7 profit of 153.1m. But this year has seen an even more pronounced rise in profit: a huge 14.3 per cent increase in total profit, weighing in at 175.1m and this from only 74 charities. Although total income has risen to 716.4m, a 6.8 per cent rise from 670.5m in 2011, the increase in costs from the ed was only 6.1 per cent, thus contributing to that substantial rise in profit. The top three charities in the league table ranked by income remains the same as last year: British Heart Foundation is top of the crop, with Oxfam and Cancer Research UK filling second and third berths Top 20 hospices Profit margin % Bolton Hospice 64.6 The Ayrshire Hospice 55.5 Iain Rennie Grove House 50.6 Douglas Macmillan Hospice 45.6 St Clare Hospice Care Trust 43.5 Katharine House, Adderbury 43.1 Hartlepool District Hospice 41.5 East Lancashire Hospice 41.2 Trinity Hospice 40.2 St Margaret s Somerset Hospice 39.6 Phyllis Tuckwell Hospice 38.6 Kirkwood Hospice 38.5 St Barnabas Hospices (Sussex) 37.2 Barnsley Hospice 36.5 Dorothy House Hospice Care 36.2 Ashgate Hospice, Chesterfield 36.2 Dove House Hospice 35.8 Northern Ireland Hospice Care 35.2 Rotherham Hospice 35.1 Arthur Rank Hospice 32.9 respectively. In fact the whole top 10 are identically-placed, save for PDSA and the Salvation Army, which swap places in ninth and tenth. In terms of the largest charities, the Salvation Army stands out for profit as a percentage of income, with a margin of 50.6 per cent. As in previous years, hospices are operating on average with higher profit percentages than other charities in the survey. Part of the reason for the rise in costs over the last 12 months can be attributed to increased salaries. Shop managers in the largest chains are earning more on average than they were in 2011 16,123 this year up from 14,225, a rise of 13.3 per cent (see pages 14-16). And this year charities spent an average of 11.6 per cent more on salaries than in 2011.Yet the healthy increase in income means staff costs as a percentage of turnover is slightly lower than it was last year, clocking in at 28.7 per cent as opposed to 29.8 per cent in 2011. Rent costs have stabilised, with only a negligible rise in the average from 19,826 to 19,966. However, in real terms this does evidence a downward pressure on rents, since this 0.7 per cent rise is far short of the 3 per cent rate of inflation. It seems that charities are still reaping the benefits of the slew of properties being available at highly competitive rates, a run that began with Woolworths in late 2008 and has shown little sign of slowing down so far. This year, the survey also reveals how many charities are using buildings that are rent-free, and since this amounts to more than a third of respondents, and 15 per cent of their properties on average, it can be said to have had an impact in keeping the overall rent figure down (see 6 Charity Shops Survey 2012

income and profit charity pages 17-19 for more). Selling over the internet is on the increase. Many presentations at this year s Charity Retail Association conference focused on getting the most out of online selling, with charities such as Sue Ryder and Clic Sargent imparting the virtues of electronic enterprise. The main agent for these sales continues to be ebay, with the proportion of charities selling through it dropping only slightly to 68 per cent this year from 70 per cent in 2011, with a further 17 per cent considering making the move. As in 2011, a quarter are selling through alternative sites such as Amazon or ABE, but the number considering doing so has leapt from 5 per cent to 23 per cent. The number of charities selling from their own sites has dropped to 43 per cent after having been 51 per cent in 2010 (44 per cent last The current challenge is providing the supply of items to meet the demand. Francesca Winch, British Red Cross While the immediate future is bright, the longer term is more uncertain. Increased numbers of charity shops put ever-increasing pressure on stock, making sustainability in the current format questionable. Peter Foxton, Phyllis Tuckwell Hospice Number of charities achieving profit growth % 2012 2010 2008 2006 51 21 16 12 46 20 14 20 27 14 30 29 11 7 28 54 0 20 40 60 80 100 percentage of charities Over 20% 10 20% 0 10% Decline Average income per shop per week vs. average profit 2,500 Average income 2,426 2,000 per shop per week 1,500 1,000 Average profit 500 per shop per week 593 0 94 96 98 00 02 04 06 08 10 12 Year on year increase in profit % 2012 2011 2010 2009 2008 2007 2006 2012 2011 2010 2009 2008 3.6 3.2 4.1 6.7 7.4 12.2 14.3 0 3 6 9 12 15 Do you claim gift aid on items sold? YES 81 NO 19 YES 73 NO 27 YES 49 NO 51 YES 33 NO 67 YES 16 NO 84 0 10 20 30 40 50 60 70 80 90 100 Percentage Increase in income Top 20 Increase % Ashgate Hospice, Chesterfield 40.8 Children s Hospice Southwest 33.1 Northern Ireland Hospice Care 25.7 Claire House 23.7 Ty Hafan 22.6 Salvation Army 20.0 Dorothy House Hospice Care 19.6 Break 19.4 Trinity Hospice 18.6 Barnardo s 18.3 Phyllis Tuckwell Hospice 17.2 Princess Alice Hospice 17.2 St Barnabas Hospices (Sussex) 16.7 Oxfam Ireland 13.8 Sailors Society 13.7 Florence Nightingale Hospice Charity 13.4 British Heart Foundation 13.1 Kirkwood Hospice 12.3 All Aboard 12.2 Minds Matter 11.9 Charity Shops Survey 2012 7

charity income and profit year), suggesting that more and more organisations believe that using third-party online selling platforms is the best way to sell their stock on the internet. Kay Ward acts as ebay coordinator at Clic Sargent and is full of praise for the website. You re open 24/7, can reach a worldwide market, there are very few overheads, she says. And pretty much everybody has heard of ebay. We sold our first item on it in December 2005 and over six years later we have now raised nearly 700,000 just from ebay alone. As predicted here last year, the number of charity chains utilising gift aid has increased again, from 73 per cent to 81 per cent this year. 27.8m was reclaimed in gift aid over the past year, compared with 21.9m the year before. Following publication of the government s Giving White Paper last year, we hope to see charities benefiting from a step-change in the giving of time, skills, resources and donations. This support is much needed as charity retail will continue to be a highly competitive market. Tricia Muir, Debra Gift aid income 8 Organisation Charity Shops Survey 2012 Gift aid reclaimed % donated goods sales gift aided British Heart Foundation 7,338,646 44.0 Oxfam 3,436,680 21.0 Barnardo s 2,896,384 33.0 Sue Ryder 2,840,780 48.0 Minds Matter 2,153,357 26.0 Age UK 1,745,557 17.0 PDSA 869,303 22.0 Scope 807,532 20.2 Debra 661,942 40.0 British Red Cross 592,212 15.0 Cancer Research UK 506,859 4.0 St Peter s Hospice 407,425 33.0 Marie Curie Cancer Care 314,597 9.1 Hartlepool District Hospice 312,061 Sense 301,182 27.0 Princess Alice Hospice 278,419 30.0 St Giles Hospice 181,783 41.0 St Margaret s Somerset Hospice 176,252 45.8 St Barnabas Hospices (Sussex) 160,500 31.0 Dorothy House Hospice Care 155,789 32.0 Trinity Hospice 129,057 16.0 Ty Hafan 124,045 33.0 Break 103,848 13.0 Shaw Trust 99,671 22.0 Dove House Hospice 97,684 15.0 Chest Heart and Stroke Scotland 92,242 35.0 Iain Rennie Grove House Hospice Care 71,042 23.0 Children s Hospice Southwest 68,371 Havens Hospice 67,754 19.0 Organisation Gift aid reclaimed % donated goods sales gift aided Shelter 67,043 5.0 Kirkwood Hospice 59,476 20.0 The Rowans Hospice 53,588 22.0 St Clare Hospice Care Trust 46,528 20.0 Queen Elizabeth s Foundation 49,923 26.0 Farleigh Hospice 47,837 42.0 Birmingham St Mary s Hospice 47,282 31.0 Katharine House Hospice, Adderbury 46,068 42.5 Douglas Macmillan Hospice 44,014 15.0 Claire House 42,555 16.0 Barnsley Hospice 38,481 Salvation Army 36,685 Oxfam Ireland 36,000 1.0 Ashgate Hospice, Chesterfield 33,626 15.0 Phyllis Tuckwell Hospice 33,487 12.0 Octavia Foundation Shops 31,720 Prince & Princess of Wales Hospice 22,216 9.0 Demelza House Children s Hospice 17,734 12.0 Florence Nightingale Hospice Charity 15,790 13.0 Earl Mountbatten Hospice 10,461 8.0 Cancer Research Wales 9,304 Bolton Hospice 4,702 4.0 All Aboard 4,587 15.0 Kemp Hospice 4,441 12.0 Children s Society 1,976 2.0 East Lancashire Hospice 1,632 1.0 Capability Scotland 1,277 18.0 Local Solutions 275 5.0 Amount of gift aid reclaimed: 27,799,682

paid feature Why Charities need more than just Gift Aid Even though times are buoyant for charity retailers they are facing a wide range of challenges including: competition from high street retailers; managing and maintaining supporters; lack of, or stretched, IT resources; complexity of claiming gift aid on donated goods to name but a few. Many charity retailers, from smaller regional hospices to large national chains, are overcoming these challenges and flourishing thanks to the Cybertill retail system. A Guaranteed Way to Increase Gift Aid Revenues Cybertill offers a web-based integrated EPoS and gift aid system. Cybertill s latest development is a single bar code that captures a donor s details for gift aid whilst identifying the product and its price. This single scan bar code, called Advanced Gift Aid, is changing the way charities approach gift aid. Advanced Gift Aid enables 100 per cent accuracy on all gift aid sales, reduces complexity at Point of Sale and is increasing what charities claim in gift aid. Advanced Gift Aid enables you to speed up the process at the till, as all stock has a barcode attached. It means we never miss a gift aid sale, or have a price go through incorrectly, and nobody can change prices on the tickets, comments Marisa Haines, retail division manager of Dove House Hospice. It also has a knock on effect to other best practices. And from the volunteers point of view they absolutely love this, it so simple for them. Now, it s like playing shops, they are in Tesco s and zapping everything. It has increased our gift aid claims by over 15 per cent. Cybertill s Advanced Gift Aid enables 100 per cent accuracy on all gift aid sales and can increase a charity s gift aid claims by over 15 per cent. Cybertill also offers other key advantages: such as seamless integration with its ecommerce platform as well as an ebay integration module, allowing charities to click once in Cybertill and add products to their ebay and ecommerce stores. Cybertill has also introduced cards that have a unique barcode on which can be used as loyalty cards, gift cards, gift aid donor cards, supporter cards and much more by charities helping them increase loyalty amongst their supporters. Future developments planned for 2012 and early 2013 also include: Ability to print and manage lottery tickets from the till, Change 4 Charity which is an electronic charity collection box allowing customers to donate their change at the till point and online whilst also capturing gift aid, mobile donation stations on ipads plus many more features. The struggling economy is impacting on charity retail as in turn charities face greater competition from high street retailers and a decline in volume of quality donations. This coincides with many charity retailers moving to Cybertill so they can take advantage of its flexible charity system whilst allowing them to plan for the future and optimise their retail arm s performance. About Cybertill Around 1 in 3 charity shops in the UK use Cybertill. Cybertill s customers include national charities such as Cancer Research UK and British Red Cross to regional charities including St Peter s Hospice, Dove House Hospice, St Barnabas Hospices plus many, many more. For more information on Cybertill contact charity@cybertill.co.uk or on 0800 030 4432. Charity Shops Survey 2012 9

charity income and profit Profit growth Charities achieving more than 10 Profit Increase per cent profit growth % Queen Elizabeth s Foundation 121,676 145.2 All Aboard 217,543 130.7 Trinity Hospice 1,341,078 64.6 Break 1,591,856 58.8 Ashgate Hospice, Chesterfield 379,732 55.9 Ty Hafan 603,074 52.0 Northern Ireland Hospice Care 767,667 41.5 Shaw Trust 323,789 38.5 Barnardo s 9,638,935 37.4 Minds Matter 2,326,780 35.6 Age UK 8,812,286 35.2 Sailors Society 85,873 33.5 Phyllis Tuckwell Hospice 557,998 33.1 Marie Curie Cancer Care 3,975,923 32.5 Oxfam Ireland 1,758,000 31.4 PDSA 2,453,059 30.7 Katharine House Hospice, Adderbury 300,590 30.1 Princess Alice Hospice 1,164,851 27.8 Scope 2,860,357 27.3 St Barnabas Hospices (Sussex) 760,562 26.0 Barnsley Hospice 348,910 23.9 British Red Cross 5,936,481 23.2 Extracare Charitable Trust 812,097 23.1 Birmingham St Mary s Hospice 249,334 22.8 St Clare Hospice Care Trust 525,168 22.7 St Margaret s Somerset Hospice 1,195,103 18.4 Debra 1,459,486 16.2 St Giles Hospice 754,756 15.5 Salvation Army 11,192,256 15.3 Dorothy House Hospice Care 1,073,889 14.6 Bolton Hospice 370,981 13.3 Kirkwood Hospice 667,398 11.2 Sue Ryder 7,561,437 10.5 The Ayrshire Hospice 369,873 10.5 Florence Nightingale Hospice Charity 202,520 10.5 It is our high street shops that seem to be taking the brunt of the recession, both in terms of sales and stock. Our out-of-town, village shops are still maintaining high levels of donations and custom. Wendy Everett, Florence Nightingale Hospice Charity Rag revenue being high has been a strength and a weakness for us yes we can command high revenue, though on the flip side it has caused textile companies to expand. Cathy Wright, Bolton Hospice High street retailing faces a big challenge from the explosion in online retailing on the one hand and the inconvenience of parking restrictions on the other. Ian French, Rotherham Hospice We are often resented when we should be applauded for keeping some high streets alive. We make them a vibrant part of the community as well as providing much-needed funds for our charities. Jenni Heavingham, Octavia Foundation Shops We need to retain customers through customer service, differentiation and linking buying to the feel-good factor of helping a (local) charity. Lynn Jones, Kemp Hospice Never forget that the customers have a choice, and they will choose based on price and service. Gary Thomas, Queen Elizabeth s Foundation 10 Charity Shops Survey 2012

paid feature Eproductive celebrates 10 years in the charity retail sector Eproductive is steeped in charity retailing. Founded by brothers Chris and Nick Cowls, Eproductive was one of the first companies in the UK to embrace cloud technology. From the start, shouldering the responsibility for hosting, storing and securing the lifeblood data of clients has given that all-important competitive edge. Nick Cowls, as well as several staff, worked in the charity retail sector for many years before Eproductive was even formed. The knowledge gained in running charity shops, combined with Eproductive s powerful technology has led to the development of innovative solutions that have benefited many charities to date. In 2006 Eproductive developed the pioneering EPR Gift Aid system devising a way to enable charity shops to claim Gift Aid on the sale of donated goods with launch client Sue Ryder. The scheme was highly successful and won a prestigious Third Sector Award for Enterprise in 2007. To date, the system has enabled 90 charity retailers to claim more than 75million in additional revenue. Following the success of the Retail Gift Aid scheme, the team has given unrivalled support to clients as well as developing purpose-built, easy-to-use systems for the sector to help manage other aspects of charity retailing, including takings & bankings, branch visits, new goods, document storage and space management. With so many charity shops now using their systems, Eproductive developed www.mycharityshop.com a free service to all charity retailers not just clients! The website enables users to search for charity shops and for charities to load news, volunteer vacancies and links to their own websites. Then came EPROS the EPOS till system designed specifically for charity retail, and already in use in hundreds of charity shops across the UK. Eproductive is now working with Barnardo s and Save the Children on EPR Team a major project which incorporates an HR and scheduling system with a powerful customised communication tool, based on social networking. Nick Cowls says: The last decade has been an exciting time in both charity retail and technology and the next ten years look to be even more so. Technology is evolving faster than ever and we are constantly finding innovative ways to support the diverse challenges and opportunities of the sector. For example we are currently developing solutions that incorporate social networking and mobile internet, but who knows what else the next decade will bring? Whatever it may be, we will continue to make sure that charity retailers can make the most of it! For more information on EPR Team, or to find out how else Eproductive could help your charity, contact info@eproductive.com or 020 7485 2500. The last 10 years in numbers 90 charity retail clients 3,500 charity shops listed on www.mycharityshop.com 75 million claimed by clients with EPR Gift Aid 4.5 million retail donors signed-up by clients Top 12 Gift Aid conversions two years running Over 10,000 staff and volunteers already on EPR Team Our 9,000 volunteers and 1,000 staff in Retail have been set up on the EPR Team system. We are using the system on a day-to-day basis to help us run our business in a more effective way. Our next step will be to integrate this information into mybarnardos, which we will then be able to use to communicate with them more effectively. Gerard Cousins, director of retail & trading, Barnardo s As our tills reached end of life, we talked to a number of EPOS providers, but EPROS was demonstrably the best choice for us. Rolling it out across all 450 shops has been a remarkably smooth and easy process. We are now discussing new opportunities for us including EPR Team. Steve Wooldridge, head of retail development, Age UK We have been working very closely with Eproductive on a new project called My Save the Children. We are already starting to see the amazing benefits this brings to our shops and volunteers and once complete, this product will revolutionise the charity sector. Jenny Webb, opportunity development manager, Save the Children Mycharityshop.com is a fantastic tool for charity retailers. Keeping directories up-to-date can be hard, especially when you are opening new shops, but the site is linked in to our EPR database which is simple to update. Jay Hogarty, head of retail & trading, Chest Heart & Stroke Scotland Eproductive is like an extra department within our retail team. Kevin Souter, retail development manager, Martlets Hospice Charity Shops Survey 2012 11

charity volunteers Volunteers Total number of volunteers in survey 131,583 Of those, numbers working in: Shops 130,597 Collections and warehousing 506 Area, district or regional level 236 Head office 244 Volunteer numbers continue to grow, with the extra 6,500 recorded this year consistent with the upward trend seen in recent years. The number of volunteers per shop has also continued to rise, from 20.85 last year to 21.95 this year. Another figure that remains on an upward curve is the time per week volunteers are working, which breaks the six-hour mark for the first time. This milestone has driven the average time donated per week per shop to an extremely impressive 120-plus hours. Despite the results reported here, it seems that not having enough volunteers to keep up with their growth in shops is making shop managers more anxious than it has for years. In the list of greatest concerns (see page 26), shortage of volunteers has risen from the sixth place it held in 2011 to fourth position. Since it had gone down from first place in 2008, this represents a significant resurgence of what seemed to be a receding worry. A new charity this year has come out of nowhere to take the top spot for the number of weekly hours worked by its volunteers. Cancer Research Wales has stormed in with an impressive 20 hours per week Weekly hours Average weekly hours per volunteer: top charities Hours per week Cancer Research Wales 20.0 YMCA England 15.0 Local Solutions 12.0 All Aboard 10.0 Dame Hannah Rogers Trust 10.0 Sailors Society 10.0 Sue Ryder 9.8 Phyllis Tuckwell Hospice 9.0 Salvation Army 8.0 Scope 8.0 Minds Matter 8.0 Debra 8.0 Children s Society 8.0 Havens Hospice 8.0 PDSA 7.8 Katharine House Hospice, Adderbury 7.5 Ty Hafan 7.1 British Heart Foundation 7.0 Volunteer input 2005 2012 2005 2006 2007 2008 2009 2010 2011 2012 Average volunteers per shop 18.75 19.46 18.22 18.45 19.17 19.63 20.85 21.95 Average weekly hours per volunteer 5.78 5.29 5.83 5.60 5.50 5.35 5.73 6.08 Average hours donated per week per shop 108.32 102.94 106.21 103.32 105.44 105.02 119.47 120.69 12 Would you say the number of hours given per week by the average volunteer is: 100 80 60 40 Decreasing Staying the same 20 Increasing 0 05 06 07 08 09 10 11 12 Charity Shops Survey 2012 Would you say the length of time your shops volunteers remain with your charity is: 100 Decreasing 80 60 Staying the same 40 20 Increasing 0 05 06 07 08 09 10 11 12 Due to the economic climate; more people will shop in charity shops, for affordable, good-quality items. Shops are the most visible piece of brand awareness that there is for any charity. Tricia Muir, Debra In the last week, two of our textile banks have been broken into and stock stolen, as such a high value is placed on rag. Sian Rees, St Peter s Hospice

volunteers charity Shop chains with the highest number of volunteers per shop Non-hospices Volunteers per shop Number of shops Hospices Volunteers per shop Force Cancer Charity 40.0 1 Bolton Hospice 47.1 7 Oxfam 31.5 685 Demelza House Children's Hospice 39.7 17 Cancer Research UK 30.5 554 St Giles Hospice 36.1 20 Children s Society 28.9 76 St Clare Hospice Care Trust 34.6 7 British Heart Foundation 28.9 709 The Rowans Hospice 34.5 11 PDSA 27.1 179 Iain Rennie Grove House Hospice Care 34.5 13 Cornwall Air Ambulance Trust 21.4 7 The Ayrshire Hospice 30.2 6 Cancer Research Wales 21.3 4 Katharine House Hospice, Adderbury 29.7 6 Chest Heart and Stroke Scotland 20.7 23 Dorothy House Hospice Care 29.5 22 British Red Cross 20.4 318 Northern Ireland Hospice Care 25.2 23 Extracare Charitable Trust 19.7 61 Farleigh Hospice 25.1 10 Barnardo s 19.2 487 Kirkwood Hospice 23.8 17 Sue Ryder 19.1 392 Prince & Princess of Wales Hospice 23.5 14 Break 18.6 43 Princess Alice Hospice 23.2 34 Queen Elizabeth s Foundation 18.3 12 St Margaret s Somerset Hospice 22.8 24 Oxfam Ireland 18.0 50 Douglas Macmillan Hospice 22.5 15 Viva Arts & Community 18.0 1 Dove House Hospice 21.9 31 Scope 17.6 237 Hope House Children's Hospices 21.9 13 Marie Curie Cancer Care 16.7 170 Havens Hospice 21.7 16 Age UK 15.8 451 St Peter s Hospice 21.4 47 Average (all respondents) 21.8 Average (all respondents) 23.1 Number of shops per volunteer, a full 33 per cent more than its nearest challenger, YMCA England, which itself is appearing in this table for the first time since 2009. There is no change at the top of the table for both non-hospices and hospices for the highest number of volunteers per shop. Hospice volunteers still work a higher average number of hours per week than their non-hospice equivalents, but the difference has narrowed slightly. Our contributors were generally optimistic about how long they can expect their volunteers to stay with them. More than 60 per cent think the length of time will stay the same, up from 55.8 per cent last year, and 18.2 per cent expect volunteers to remain for longer, a figure that was only 17.1 per cent in 2011. In 2011 non-hospices recorded an average of 16.6 volunteers per shop, versus this year s 21.8; and for hospices the respective figures are 24.4 then and 23.1 this time. So it seems that hospices are acheiving their income growth with the same number of volunteers, but nonhospices are having to recruit more help in order to cope. Charity shops will continue to flourish; however, we do need to try to become future-proof. Online sales and specialist shops are already on the increase and other areas will probably need to be explored. Scott Bloomfield, Katharine House Hospice, Adderbury There appears to be a trend towards local shopping and charity shops are well placed to benefit. Helen Sheppard, Marie Curie Cancer Care Charity Shops Survey 2012 13

charity paid staff Paid staff Total staff numbers in shop operations 12,223 Of those, numbers working in: Shops 10,586 86.7% Collections and warehousing 614 5.0% Area, district or regional level 602 4.9% Head office 421 3.4% Increasing pressure from cash for rags and rogue collectors will continue to affect charity retailing, as will the opportunities for individuals to sell their unwanted goods through online channels. Andrew Holl, PDSA After having dropped below 30 per cent for the first time since 2003 last year, salaries as a percentage of income continue their downward trend, reaching 28.7 per cent in this year s survey a drop from the 29.8 of 2011. The proportion of staff based on the shop floor appears to have plateaued, 86.7 per cent this year compared to 86.8 per cent in 2011. This is a change from 2010 to 2011, when the proportion rose (from 83.6 per cent). Staff in operations not based in shops make up the rest of the workforce, and are costing the industry proportionally less than they were last year; 23.6 per cent compared to 25.3 per cent. They account for 13.3 per cent of the total number of shop employees, nearly identical to 2011 s figure of 13.2 per cent. So it seems that, on the whole, shop chains are still employing the same number of non-shop-based staff, but are cutting down on the wage bill for them. It seems that shop managers are being rewarded more handsomely for their efforts than they have been in the past. For each category, the average annual salary has increased, most notably for chains of 100+ shops, where the figure has gone up from 14,225 last year to 16,123 this, a rise of 13.3 per cent. Fittingly, the number who said that they believe the quality of shop managers is improving has risen. In 2011 we reported that 46 per cent thought this now, the figure is 56.2 per cent; 32.9 per cent of respondents thought that the quality has remained the same; and, apart from one that said they were deteriorating, the rest were undecided. After years of decreasing, the percentage of chains which do not employ any paid shop managers has reached an all-time low: only one charity told us that they did not have any at all. This equates to 1.4 per cent, and is a further drop from the 5 per cent, 6 per cent and 10 per cent in previous years. Charity shops need to ensure they are anticipating the needs of customers and actively responding to the ways they shop. Customer service and engagement needs to become second nature charity shops must ensure that they are not just a shop but also part of the local community who they support and in turn are supported. Samantha Creedon, British Heart Foundation There are signs that landlords are hardening their stance after years of soft rents. John Canessa, Shaw Trust Well-run charity shops will continue to develop and will prosper significantly when the economy and then the quality of stock improves. Customers who have been attracted to strong charity shop operations during the downturn will stay with us for the long term, regardless of their personal prosperity, for the quality and value for money. Neil Fowler, Northern Ireland Hospice Care Average shops managers salary (pro rata to 35 hours per week) Number of Average salary (pro rata shops in chain to 35 hours per week) 100+ 16,123 25-99 14,655 11-24 16,711 1-10 15,406 Salaries as a percentage of income 35 30 25 20 28.7 98 00 02 04 06 08 10 12 Support staff* as a percentage of total shop staff 35 30 25 20 15 10 by salary costs by number of staff 23.6 13.3 02 03 04 05 06 07 08 09 10 11 12 14 Charity Shops Survey 2012 * ie, staff in shops operations not based in shops, such as warehousing, collection of donated goods, regional management and head office.

paid staff charity Staff costs summary (ranked by salaries as a percentage of income) Organisation Number of paid staff (full-time equivalent) Total salary costs Average salary cost per paid staff member Average income per paid staff member Salaries as % of income Local Solutions 1.0 11,659 11,659 19,067 61.1 Debra 274.0 3,666,359 13,381 31,279 42.8 Viva Arts & Community 1.5 22,545 15,030 35,365 42.5 Shaw Trust 86.0 1,399,145 16,269 40,276 40.4 Birmingham St Mary's Hospice 16.8 320,281 19,019 47,448 40.1 Chest Heart and Stroke Scotland 48.0 592,470 12,343 30,963 39.9 Capability Scotland 40.0 470,000 11,750 29,630 39.7 PDSA 371.1 7,999,726 21,556 54,492 39.6 All Aboard 37.0 769,704 20,803 52,790 39.4 Havens Hospice 30.0 674,066 22,469 58,028 38.7 Kemp Hospice 7.0 130,336 18,619 48,113 38.7 YMCA England 249.0 4,317,652 17,340 44,838 38.7 Kirkwood Hospice 31.2 665,836 21,341 55,586 38.4 Cornwall Air Ambulance Trust 11.0 175,537 15,958 41,591 38.4 Extracare Charitable Trust 133.0 1,822,459 13,703 36,042 38.0 St Peter's Hospice 128.0 2,398,085 18,735 49,371 37.9 Rotherham Hospice 10.0 121,307 12,131 32,286 37.6 Sailors' Society 6.0 94,416 15,736 42,313 37.2 Children's Hospice Southwest 20.7 398,950 19,264 52,291 36.8 The Rowans Hospice 20.0 395,118 19,746 53,623 36.8 Ashgate Hospice, Chesterfield 31.0 384,141 12,392 33,856 36.6 Sue Ryder 1,284.0 13,375,635 10,417 28,515 36.5 Shelter 215.0 3,154,344 14,671 40,455 36.3 Farleigh Hospice 16.4 352,623 21,501 59,278 36.3 Dove House Hospice 56.1 1,061,453 18,921 52,199 36.2 The Children's Trust 36.0 599,105 16,642 46,685 35.6 Barnsley Hospice 23.0 337,888 14,691 41,554 35.4 British Red Cross 550.0 9,736,547 17,703 50,075 35.4 Barnardo's 951.0 15,611,393 16,416 46,561 35.3 Home-Start Teeside 4.3 61,753 14,395 40,943 35.2 St Giles Hospice 44.1 846,111 19,173 54,550 35.1 Minds Matter 282.0 3,954,466 14,023 40,063 35.0 Queen Elizabeth's Foundation 17.5 322,104 18,406 52,596 35.0 Break 45.0 1,159,836 25,774 74,980 34.4 Scope 587.0 7,982,614 13,599 39,671 34.3 Ty Hafan 33.3 710,585 21,339 62,373 34.2 Charity Shops Survey 2012 15

charity paid staff Staff costs summary (ranked by salaries as a percentage of income) Organisation Number of paid staff (full-time equivalent) Total salary costs Average salary cost per paid staff member Average income per paid staff member Salaries as % of income Demelza House Children's Hospice 26.0 399,801 15,377 45,006 34.2 Force Cancer Charity 4.0 92,031 23,008 67,523 34.1 Age UK 985.0 15,662,190 15,901 46,779 34.0 Earl Mountbatten Hospice 15.0 282,705 18,847 56,180 33.5 St Barnabas Hospices (Sussex) 43.0 685,000 15,930 47,501 33.5 Animals in Distress 18.0 155,577 8,643 25,909 33.4 Claire House 34.7 488,837 14,088 42,589 33.1 Prince & Princess of Wales Hospice 16.8 317,834 18,919 57,951 32.6 Princess Alice Hospice 67.8 1,321,908 19,497 60,433 32.3 Hope House Children's Hospices 30.0 490,949 16,365 51,419 31.8 Dorothy House Hospice Care 59.5 942,925 15,847 49,846 31.8 Florence Nightingale Hospice Charity 11.0 223,190 20,290 63,943 31.7 Phyllis Tuckwell Hospice 27.0 453,827 16,808 53,479 31.4 Northern Ireland Hospice Care 37.5 681,303 18,168 58,198 31.2 Hartlepool District Hospice 7.0 120,964 17,281 55,531 31.1 St Margaret's Somerset Hospice 46.0 936,180 20,352 65,648 31.0 Marie Curie Cancer Care 307.0 4,913,222 16,004 51,910 30.8 Children's Society 80.0 1,981,166 24,765 81,084 30.5 Katharine House Hospice, Adderbury 13.1 211,973 16,156 53,099 30.4 Douglas Macmillan Hospice 29.0 440,495 15,189 53,042 28.6 Trinity Hospice 44.7 915,045 20,480 74,690 27.4 Iain Rennie Grove House Hospice Care 15.4 383,653 24,994 93,900 26.6 Cancer Research UK 900.2 18,141,609 20,152 76,985 26.2 St Clare Hospice Care Trust 15.0 313,086 20,872 80,520 25.9 Arthur Rank Hospice 4.0 43,911 10,978 42,446 25.9 The Ayrshire Hospice 8.7 170,387 19,585 76,609 25.6 British Heart Foundation 2,056.0 37,790,574 18,381 73,388 25.0 Cancer Research Wales 7.0 110,459 15,780 63,483 24.9 Oxfam Ireland 64.0 1,847,000 28,859 120,672 23.9 East Lancashire Hospice 9.0 83,368 9,263 40,047 23.1 Salvation Army 365.0 4,325,137 11,850 60,589 19.6 Oxfam 814.0 17,962,247 22,067 114,397 19.3 Bolton Hospice 3.5 81,168 23,191 164,045 14.1 Dame Hannah Rogers Trust 1.0 11,007 11,007 241,547 4.6 16 Charity Shops Survey 2012

rent charity Rent Average rent per shop 19,966 Average income per of rent 6.07 Average profit per of rent 1.48 Average rent per shop rose by 2-3 per cent between 2008 and 2010, but there was a negligible increase of just 100 between 2010 and 2011. This year s survey has similarly flatlined, with only a very small rise from 19,826 to 19,966 (0.7 per cent). The rising trend in average profit per of rent has also continued, with this year s figure of 1.48 following on from 1.22 last year, 1.15 in 2010 and 1.07 the year before that. As ever, we are seeing a wide range of rent paid per shop by our survey contributors from as high as 161,500 down to only 13 per anum. There has also been a significant change in the average income per of rent. After a jump from 5.22 in 2009 to 5.56 in 2010, the figure held steady at exactly the same amount the following year. But in 2012, it has jumped 9.2 per cent to reach 6.07. Figures for shop space also make interesting reading. The proportion of larger shop units over 750 square feet remains identical to that in the 2011 survey, indicating that whether chains are adding to or removing shops from their portfolio, they aren t tending to increase the shop space for their individual units. But there is a significant difference in the proportion of shops of less than 500 square feet the combined figure of non-hospices and hospices has increased from 14 per cent last year to 21 per cent this year, indicating that smaller shops are becoming more common. In these difficult economic trading conditions, nonhospices are now operating more or less the same percentage of smaller shops as hospices. Last year s main rent table revealed that some charities have shops that they pay no rent for. A new question was added to the survey this year where charities could specifically indicate whether they had any shops that are rentfree. This has uncovered the statistic that 36 per cent of our respondents do, and the average proportion of shops that are rent-free turned out to be 15 per cent. The reason many are operating at least one rent-free property may be a consequence of recession-hit high street retailers trying to get their empty shops occupied by charities in order to avoid paying business rates. It is possible that charity shops will continue to play an important role on the high street by filling empty shops and keeping town centres alive. The danger however comes from landlords who continue to take an unrealistic stance on rents. Nick Morton, Salvation Army Shops with lease length remaining (years) Charities with rent-free shops Average rent per shop per annum ( ) 20,000 19,000 18,000 17,000 16,000 15,000 14,000 02 04 06 08 Shop sales area 19,966 10 12 1% 4% 4% 21% 28% 41% 64% 36% sq. feet <500 500 750 >750 Non-hospices 20% 41% 39% Hospices 23% 44% 33% Total 21% 41% 38% Up to 1 year 10-20 years 1-5 years 20 years + 5-10 years Freehold No Yes Charity Shops Survey 2012 17

charity rent Rent summary (ranked by average rent per shop) Organisation Shops at year end Average rent per shop pa Minimum rent pa Maximum rent pa Total rent pa Income per rent Profit per rent Oxfam Ireland 50 44,776 11,255 65,000 2,238,800 3.45 0.79 Trinity Hospice 21 31,500 16,000 70,000 661,500 5.04 2.03 British Heart Foundation 709 28,547 8,000 149,750 20,239,823 7.45 1.54 Princess Alice Hospice 34 24,376 11,500 50,000 828,784 4.94 1.41 Cancer Research UK 554 24,018 6,000 152,500 13,305,972 5.21 1.59 Oxfam 685 24,009 3,380 161,500 16,446,005 5.66 1.78 PDSA 179 23,144 6,250 59,000 4,142,776 4.88 0.59 Sense 81 23,000 6,000 50,000 1,863,000 5.59 0.86 Children's Hospice Southwest 12 22,500 12,500 34,000 270,000 4.01 0.51 All Aboard 17 22,240 12,000 40,000 378,080 5.17 0.58 Capability Scotland 19 21,995 11,250 28,700 417,905 2.84-0.10 St Clare Hospice Care Trust 7 21,836 15,000 28,000 152,852 7.24 2.79 Hope House Children's Hospices 13 21,362 13,250 28,600 277,706 5.55 1.45 Scope 237 21,017 200 61,500 4,981,134 4.68 0.57 Barnardo's 487 20,052 3,500 68,000 9,765,324 4.53 0.99 Shaw Trust 50 20,000 9,000 47,250 1,000,000 3.46 0.32 Cancer Research Wales 4 20,000 10,948 26,876 80,000 5.55 2.44 YMCA England 147 19,571 3,000 48,307 2,876,937 3.88 0.29 Salvation Army 135 19,116 2,748 48,336 2,580,660 8.57 4.34 Dorothy House Hospice Care 22 19,100 4,750 47,550 420,200 7.06 2.56 Marie Curie Cancer Care 170 18,876 6,100 71,900 3,208,920 4.97 1.24 The Children's Trust 21 18,600 8,000 33,000 390,600 4.30 0.57 St Giles Hospice 20 18,301 6,000 66,328 366,020 6.58 2.06 Cornwall Air Ambulance Trust 7 18,000 6,500 32,000 126,000 3.63 0.72 Local Solutions 1 18,000 18,000 18,000 18,000 1.06-1.54 Katharine House Hospice, Adderbury 6 17,651 8,928 30,000 105,906 6.58 2.84 Extracare Charitable Trust 61 17,500 4,900 33,800 1,067,500 4.49 0.76 Iain Rennie Grove House Hospice Care 13 17,500 7,500 28,000 227,500 6.34 3.21 Ty Hafan 20 17,500 7,400 30,000 350,000 5.93 1.72 Queen Elizabeth's Foundation 12 17,169 9,000 33,500 206,028 4.47 0.59 Phyllis Tuckwell Hospice 13 17,100 7,200 60,000 222,300 6.50 2.51 Florence Nightingale Hospice Charity 7 17,050 10,620 26,200 119,350 5.89 1.70 St Peter's Hospice 47 16,608 6,800 40,000 780,568 8.10 2.31 Minds Matter 123 16,601 500 34,000 2,041,923 5.53 1.14 Farleigh Hospice 10 16,517 8,400 30,000 165,170 5.89 0.92 18 Charity Shops Survey 2012

rent charity Organisation Shops at year end Average rent per shop pa Minimum rent pa Maximum rent pa Total rent pa Income per rent Profit per rent Age UK 451 16,129 3,750 37,500 7,274,361 6.33 1.21 Shelter 106 16,000 4,400 40,000 1,696,000 5.13 0.29 The Rowans Hospice 11 15,977 9,250 25,500 175,747 6.11 1.88 British Red Cross 318 15,485 500 41,000 4,924,332 5.59 1.21 Earl Mountbatten Hospice 8 15,450 6,000 32,000 123,600 6.82 1.60 St Margaret's Somerset Hospice 24 15,078 4,500 31,000 361,872 8.34 3.30 Force Cancer Charity 1 15,000 15,000 15,000 15,000 18.01 9.22 Havens Hospice 16 14,949 11,000 24,000 239,184 7.28 1.98 Debra 116 14,682 4,500 47,500 1,703,112 5.03 0.86 Children's Society 76 14,667 3,750 35,500 1,114,692 5.82 1.29 Sue Ryder 392 14,407 13 59,503 5,647,544 6.48 1.34 Claire House 22 14,250 1,840 34,000 313,500 4.71 1.01 Demelza House Children's Hospice 17 14,105 5,000 25,000 239,785 4.88 0.51 Northern Ireland Hospice Care 23 13,846 3,000 25,800 318,458 6.85 2.41 Dove House Hospice 31 13,297 4,000 24,000 412,207 7.10 2.55 Ashgate Hospice, Chesterfield 10 13,000 4,000 27,000 130,000 8.07 2.92 Sailors' Society 3 12,833 8,500 18,000 38,499 6.59 2.23 Prince & Princess of Wales Hospice 14 12,611 6,500 20,000 176,554 5.51 1.79 RSPCA 265 12,580 57,000 3,333,700 4.18 1.58 Birmingham St Mary's Hospice 9 12,336 6,500 22,500 111,024 7.20 2.25 Kirkwood Hospice 17 11,523 3,000 26,000 195,891 8.85 3.41 St Barnabas Hospices (Sussex) 17 11,452 5,000 28,500 194,684 10.49 3.91 Dame Hannah Rogers Trust 6 11,292 5,000 18,000 67,752 3.57 2.04 East Lancashire Hospice 7 10,959 6,510 15,189 76,713 4.70 1.93 Break 43 10,830 4,254 20,500 465,690 7.25 3.42 Barnsley Hospice 9 10,819 6,000 18,000 97,371 9.82 3.58 Rotherham Hospice 5 9,545 5,605 12,842 47,725 6.76 2.38 Douglas Macmillan Hospice 15 8,750 5,250 16,500 131,250 11.72 5.34 Chest Heart and Stroke Scotland 23 8,699 5,000 15,000 200,077 7.43 1.35 Kemp Hospice 4 8,426 6,381 10,825 33,704 9.99 2.65 Hartlepool District Hospice 7 7,856 2,250 15,000 54,989 7.07 2.94 The Ayrshire Hospice 6 7,767 6,903 9,200 46,602 14.30 7.94 Home-Start Teeside 4 7,600 6,000 11,000 30,400 5.78 1.68 Animals in Distress 9 6,750 4,120 10,000 60,750 7.68 3.34 Bolton Hospice 7 5,742 3,523 7,500 40,194 14.28 9.23 Charity Shops Survey 2012 19

charity collection costs and rag Collection costs and rag The Last 12 months saw a rise in the median collection cost per of income from donated goods. Collection costs rose from 2.4p to 2.6p. However, rag sales as a percentage of total income have gone up from 8.2 per cent to 8.8 per cent. This reflects the increasing value of Median collection cost per of income 2.6p Median rag sales as % of total income 8.8% rag, with one contributor to the survey confessing that it has had to deal with repeated attempts to break into its textile banks, an unpleasant addition to the more conventional competition of commercial collectors. The top three charities for amount of income derived from donated goods have remained the same for the fourth year running. 20 Donated goods for sale Rag and surplus stock Organisation Income from donated goods Donated goods collection costs Collection costs p per income (exc. gift aid) Income from rag sales Rag income / total donated income % Kilos of rag generated British Heart Foundation 110,340,819 23,469,825 21.27 11,869,629 9.7 18,200,000 Oxfam 66,145,874 5,296,096 8.01 7,953,045 10.7 9,153,949 Cancer Research UK 54,559,361 1,338,565 2.45 4,837,843 8.1 Age UK 36,856,400 5,510,729 14.95 4,845,643 11.6 7,978,014 Barnardo's 34,966,485 561,889 1.61 2,598,055 6.9 4,330,000 Sue Ryder 26,152,565 1,010,248 3.86 2,069,305 7.3 3,688,865 British Red Cross 23,180,842 696,501 3.00 2,013,645 8.0 4,000,000 Scope 18,010,888 1,743,183 9.68 2,482,215 12.1 4,025,610 PDSA 15,046,486 835,332 5.55 1,729,210 10.3 Marie Curie Cancer Care 13,260,550 523,346 3.95 1,618,441 10.9 2,500,000 Salvation Army 11,382,312 777,501 6.83 10,626,595 48.3 YMCA England 10,309,947 1,389,074 13.47 460,163 4.3 920,326 Sense 8,336,717 734,273 8.81 706,923 7.8 1,375 Debra 7,204,500 78,660 1.09 422,505 5.5 663,000 Minds Matter 6,526,473 662,620 10.15 1,146,848 14.9 Shelter 6,398,214 764,264 11.94 863,303 11.9 1,372,210 Children's Society 5,511,022 119,623 2.17 696,002 11.2 1,087,503 St Peter's Hospice 5,220,506 85,667 1.64 644,883 11.0 965,638 Oxfam Ireland 4,773,000 79,000 1.66 1,430,000 23.1 2,000,000 Extracare Charitable Trust 4,162,913 273,728 6.58 408,393 8.9 800,000 Princess Alice Hospice 3,510,032 33,995 0.97 190,213 5.1 357,263 Shaw Trust 3,033,467 215,187 6.6 330,000 Break 3,029,666 3,128 0.10 213,342 6.6 Trinity Hospice 2,948,615 174,177 5.6 Dorothy House Hospice Care 2,513,472 44,814 1.78 186,096 6.9 286,153 St Margaret's Somerset Hospice 2,480,785 126,148 5.09 153,410 5.8 278,000 Dove House Hospice 2,461,871 44,072 1.79 229,453 8.5 353,004 Octavia Foundation Shops 2,182,801 0.0 Charity Shops Survey 2012

collection costs and rag charity Donated goods for sale Rag and surplus stock Organisation Income from donated goods Donated goods collection costs Collection costs p per income (exc. gift aid) Income from rag sales Rag income / total donated income % Kilos of rag generated Northern Ireland Hospice Care 1,797,200 176,423 8.9 300,000 St Giles Hospice 1,776,445 26,389 1.49 199,998 10.1 338,978 All Aboard 1,766,839 59,906 3.39 181,779 9.3 The Children's Trust 1,680,655 0.0 St Barnabas Hospices (Sussex) 1,666,029 19,272 1.16 144,122 8.0 250,000 Ty Hafan 1,648,376 24,634 1.49 192,352 10.4 320,000 Havens Hospice 1,473,391 178,278 10.8 19,000 Kirkwood Hospice 1,400,767 5,227 0.37 167,429 10.7 320,250 Hope House Children's Hospices 1,306,210 58,000 4.44 93,110 6.7 15,518 Phyllis Tuckwell Hospice 1,283,473 19,678 1.53 86,295 6.3 143,000 Douglas Macmillan Hospice 1,230,850 4,834 0.39 224,248 15.4 269,098 Iain Rennie Grove House Hospice Care 1,230,722 4,885 0.40 68,538 5.3 114,230 Claire House 1,202,899 18,579 1.54 162,030 11.9 270,000 Chest Heart and Stroke Scotland 1,113,619 134,580 10.8 Capability Scotland 1,031,682 29,000 2.81 90,574 8.1 St Clare Hospice Care Trust 954,470 105,781 10.0 170,000 The Rowans Hospice Trading Company 916,175 8,643 0.94 88,537 8.8 Demelza House Children's Hospice 913,775 69,191 7.0 11,600 Ashgate Hospice, Chesterfield 893,491 67,747 7.0 Children's Hospice Southwest 867,250 329 0.04 35,513 3.9 6,456 Prince & Princess of Wales Hospice 816,164 57,550 7.05 76,356 8.6 14,000 Barnsley Hospice 784,947 93,473 10.6 155,788 Queen Elizabeth's Foundation 758,413 67,066 8.1 105,263 Farleigh Hospice 749,907 108,648 12.7 163,500 Earl Mountbatten Hospice 728,980 10,673 1.46 30,072 4.0 50,000 Birmingham St Mary's Hospice 597,200 15,017 2.51 90,372 13.1 Katharine House Hospice, Adderbury 583,666 41,830 6.7 The Ayrshire Hospice 569,433 97,069 14.6 25,885 Florence Nightingale Hospice Charity 505,060 47,610 8.6 79,350 Bolton Hospice 435,872 11,942 2.74 84,934 16.3 Cornwall Air Ambulance Trust 422,000 21,000 4.7 50,000 Cancer Research Wales 406,161 21,515 5.0 Animals in Distress 402,857 60,000 13.0 East Lancashire Hospice 317,816 25,813 7.5 40,000 Kemp Hospice 301,167 11,804 3.92 27,258 8.3 47,000 Rotherham Hospice 263,800 1,850 0.70 31,849 10.8 Force Cancer Charity 255,605 3,138 1.23 14,115 5.2 42,000 Sailors' Society 251,020 0.0 Home Start Teeside 144,260 22,838 13.7 38,700 Arthur Rank Hospice 141,273 11,356 7.4 1,700 Viva Arts & Community 45,210 4,675 9.4 Hartlepool District Hospice 39,690 36,963 48.2 Local Solutions 18,606 186 1.0 530 Charity Shops Survey 2012 21

charity other findings Other findings Overall income, excluding charities unable to provide full breakdown % of total Sales in shops of donated goods non-gift-aided items 419,722,636 60.5% Sales in shops of donated goods eligible for gift aid 106,477,370 15.4% Sales of surplus stock/rags 64,266,047 9.3% Sale of other bought-in goods (ex VAT) 30,264,961 4.4% Gift aid reclaimed or due to be reclaimed from items sold in this year 27,799,682 4.0% Sale of primary purpose goods (ex VAT) 12,497,702 1.8% Sale of Christmas cards (ex VAT) 10,082,430 1.5% Cash donations at shops 9,631,207 1.4% Online sales own website* 2,301,904 0.3% Online sales third-party websites* 2,381,611 0.3% Other income 8,332,479 1.1% Notes on the data Many thanks to all the charities which took part in the survey. Where one or more charities have not provided information on a particular topic, they have either been excluded from those tables or charts, or a dash has been entered in the relevant data field. One-off costs, such as redundancy costs and the writing off of unexpired leases, if incurred by shop chains as a result of substantial downsizing, have been excluded where notified to give a clearer picture of the underlying trading situation. *Not included elsewhere Overall expenditure, excluding charities unable to provide full breakdown % of total All staff costs 203,579,167 38.7% Shop rental 115,648,631 21.9% Generation/collection of donated goods 46,593,631 8.8% Depreciation costs 16,965,227 3.2% All head-office costs related to shops (exc. staff costs above) 16,287,584 3.1% Other property costs relating to shops 20,094,668 3.8% Local authority uniform business rates 8,389,151 1.6% Disposal of waste 5,707,695 1.1% Cost: Primary purpose goods 10,100,911 1.9% Cost: Christmas cards 4,140,819 0.8% Cost: all other bought-in goods 17,782,691 3.4% All other operating costs 61,317,872 11.7% Number of shops able to take electronic payments 8% 92% Unable to take electronic payments Able to take electronic payments 22 It is difficult to see any major growth in the short to medium term but the same can be said of mainstream retailing, so in the current climate the future looks relatively healthy. Trevor Anderson, Oxfam Ireland Charity Shops Survey 2012 The sector has a strong future, with greater demand for service and quality goods, but the challenge of obtaining sufficient quantities of donated stock in a cost-effective manner will be one of the key drivers of success. Hugh Forde, Age UK We are attracting new customers, but this could be affected by poorquality donations. There will always be a customer base that uses and buys from charity shops however we need to reinvent ourselves to keep ahead of the market. Vanessa Gilding, The Rowans Hospice

other findings charity Christmas card sales: Top 20 charities ranked by Christmas card sales as percentage of total income Hope House Children s Hospices 8.6% Chest Heart and Stroke Scotland 7.1% Northern Ireland Hospice Care 6.9% Bolton Hospice 6.0% Arthur Rank Hospice 5.9% Rotherham Hospice 5.4% Minds Matter 5.4% Cancer Research UK 4.0% Iain Rennie Grove House Hospice Care 3.9% St Giles Hospice 3.4% Children s Society 3.3% Farleigh Hospice 2.7% Katharine House Hospice, Adderbury 2.5% Shelter 2.3% Florence Nightingale Hospice Charity 2.3% St Barnabas Hospices (Sussex) 2.2% Dorothy House Hospice Care 2.0% Claire House 1.9% St Margaret s Somerset Hospice 1.9% British Heart Foundation 1.8% Other bought in goods*: Top 20 charities ranked by income from bought in goods as percentage of total income Demelza House Children s Hospice 13.4% PDSA 11.6% Shelter 11.4% British Heart Foundation 9.4% St Clare Hospice Care Trust 8.8% Sense 7.9% Children s Hospice Southwest 7.7% Earl Mountbatten Hospice 7.3% Octavia Foundation Shops 7.2% Scope 5.7% Oxfam Ireland 5.5% Florence Nightingale Hospice Charity 5.4% Barnardo s 5.0% Age UK 5.0% Kirkwood Hospice 4.5% St Giles Hospice 4.4% Farleigh Hospice 4.1% Extracare Charitable Trust 3.9% Ashgate Hospice, Chesterfield 3.8% Birmingham St Mary s Hospice 3.7% *ex. Christmas cards and primary purpose goods Cash donations: Top 20 charities ranked by cash donations as percentage of total income Oxfam Ireland 6.2% Cancer Research UK 5.2% Ty Hafan 2.2% Claire House 2.2% Marie Curie Cancer Care 1.9% British Red Cross 1.8% Arthur Rank Hospice 1.7% Oxfam 1.6% Prince & Princess of Wales Hospice 1.6% St Margaret s Somerset Hospice 1.5% Barnardo s 1.5% Children s Hospice Southwest 1.5% Chest Heart and Stroke Scotland 1.4% St Barnabas Hospices (Sussex) 1.2% Northern Ireland Hospice Care 1.2% Sue Ryder 1.1% Demelza House Children s Hospice 1.1% Sailors Society 1.1% Dove House Hospice 1.0% Debra 0.9% Highest profit per shop per week For hospices with under 10 shops St Clare Hospice Care Trust 1,443 The Ayrshire Hospice 1,233 Bolton Hospice 1,082 For hospices with 10+ shops Trinity Hospice 1,192 Iain Rennie Grove House Hospice Care 1,121 Dorothy House Hospice Care 1,008 For non-hospices with under 10 shops Force Cancer Charity 2,767 Cancer Research Wales 956 Sailors Society 572 For non-hospices with 10-24 shops All Aboard 265 Octavia Foundation Shops 261 Chest Heart and Stroke Scotland 233 For non-hospices with 25-99 shops Break 744 Oxfam Ireland 678 Children s Society 394 For non-hospices with 100+ shops Salvation Army 1,725 British Heart Foundation 869 Oxfam 811 Highest volunteer contribution time Hours per shop per week For hospices with under 10 shops Bolton Hospice 237 For hospices with 10+ shops Iain Rennie Grove House Hospice Care 176 For non-hospices with under 10 shops Cancer Research Wales 455 For non-hospices with 10-24 shops All Aboard 84 For non-hospices with 25-99 shops Children s Society 232 For non-hospices with 100+ shops PDSA 213 Charity Shops Survey 2012 23

charity title other findings Diversification Yes considering No Do you use online trading mechanisms? ebay 2012 2011 2010 2009 2008 2007 2006 68 70 66 70 70 64 47 38 17 15 16 10 14 27 15 15 18 20 16 9 15 Other 2012 2011 2010 2009 2008 25 24 18 27 31 5 14 8 23 12 52 71 68 65 57 Do you use your charity s own website to sell goods? Have you introduced a loyalty card scheme? 2012 2011 2010 2009 2012 2011 2010 2009 2008 2007 2006 43 44 51 50 8 4 7 11 9 8 7 13 16 13 11 11 15 19 21 23 21 21 36 33 28 29 79 80 80 78 80 77 74 Have you introduced gift cards? 2012 2011 2010 2009 4 7 10 3 11 8 7 5 85 85 85 90 Do you act as a wholesaler to neighbouring small commercial retailers? 2012 2011 2010 2009 2008 4 11 5 11 2 11 85 100 98 93 98 Do you have specialist shops? Furniture Books Electrical Designer clothing Music/film Other 61 34 19 18 12 8 3 3 8 14 13 5 34 53 73 68 85 89 24 Do you share the following with another charity shop chain? Charity Shops Survey 2012 Staff/volunteers 7 93 Shop sites 5 95 Sorting/warehousing 1 99 Collection activities 1 99 Rag disposal 4 96 Other 1 99 0 20 40 60 80 100

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charity common concerns Common concerns figure 1: Greatest concerns Shortage of donated stock 75 Competition for donated stock from commercial collectors 74 Poor quality of donated stock 71 Shortage of volunteers 66 Local authorities interference 66 Shoplifting 63 Loss of rates relief 62 Cost of waste removal 61 Level of rag price 60 Loss of custom 58 Health and safety of staff 56 Increase in insurance costs 55 Employee fraud 55 Theft of donated stock/bogus collectors 55 Increase in staff costs 54 Health and safety of customers 53 Increase in costs of legislative compliance 51 Increase in rental costs 51 Threat of VAT on donated goods 51 Shortage of appropriate properties 47 Impact of minimum wage 30 Issues around donated stock have dominated the worries of charity shop management for years, and that trend did not cease this year. Top of the pile of the gross risk ranking is, as last year, a shortage of donated stock, although the lessening concern about commercial rivals has not stopped competition from this source coming second on the list, closely followed by the quality of the stock itself. Surprisingly, the loss of rates relief has fallen in the list of concerns (from fourth to seventh see figure 1), despite being in the news after the Business Rates Wales Review recommended that the Welsh and UK governments should consider tightening up rates relief in the charitable sector in Wales, including limiting relief to 50 per cent, from the current 80 per cent, for larger charity shops trading in new goods. However, loss of rates relief is ranked as one of the risks that charities feel least able to manage (see figure 2). Following a number of charities expressing a concern about the issue, and on the recommendation of the Charity Retail Association, the 2012 Charity Shops Survey questionnaire included a new option in the greatest concerns section: interference from local authorities. This covers the emerging trend for LAs beginning to charge rental fees for collection bins, marginalising charities in favour of private businesses, or simply renting the space out to such operations from the start. Including this issue proved pertinent, as with a gross risk ranking of 66 per cent it made joint fourth place in the table, alongside shortage of volunteers. 26 figure 2: Hardest concerns to manage Threat of VAT on donated goods 65 Loss of rates relief 57 Local authorities interference 54 Impact of minimum wage 51 Theft of donated stock/bogus collectors 46 Competition for donated stock from commercial collectors 45 Shoplifting 42 Increase in costs of legislative compliance 42 Cost of waste removal 37 Poor quality of donated stock 37 Increase in insurance costs 37 Shortage of appropriate properties 36 Shortage of volunteers 34 Employee fraud 32 Loss of custom 31 Level of rag price 31 Shortage of donated stock 31 Increase in staff costs 29 Increase in rental costs 28 Health and safety of staff 25 Health and safety of customers 23 Charity Shops Survey 2012 figure 3: Perceived capability of controlling concerns Shortage of donated stock Competition for stock from commercial collectors Poor quality of donated stock Shortage of volunteers Local authorities interference Shoplifting Loss of rates relief Cost of waste removal Level of rag price Loss of custom Health and safety of staff Increase in insurance costs Employee fraud Theft of donated stock/bogus collectors Increase in staff costs Health and safety of customers Increase in cost of legislative compliance Increase in rental costs Threat of VAT on donated goods Shortage of appropriate properties 75 74 71 66 66 63 62 61 60 58 56 55 55 55 54 53 51 51 51 47 Impact of minimum wage 30 0 1020304050607080 Able to manage Unable to manage Concern rating (maximum 100) Charities were asked to rate a list of risks by how much each worries them (figure 1). They were then asked how well they feel they manage these risks (figure 2). Figure 3 displays both together.

competition charity Competition We are under more and more pressure from commercial organisations who buy second-hand clothes as well as the rogue operators of these businesses. Iain Somerville, Prince & Princess of Wales Hospice The impact of people turning their unwanted clothes etc. into cash has been minimal. However the growing number of cash for clothes outlets is something we should not underestimate in the future. Chris Sadler, Dove House Hospice Trade will be similar for the next five years but then a few key players will emerge to dominate the market. Heidi Travis, Sue Ryder We are strong on the high street but problems are lack of good-quality stock, too many charity shops and competition from discount commercial retailers. Victoria Tildesley, Douglas Macmillan Hospice No matter how well-controlled internally, there are so many external factors which contribute to the success, or not, of charity shops. And in an ever-increasingly competitive market the significance of these rises. Dawn Nearly, East Lancashire Hospice Charity shops should continue to perform well. We do, however, run the risk of saturating the market as everincreasing numbers of shops open. Colin Loy, The Ayrshire Hospice We are planning to increase by 50 per cent within the next two years. We feel that, as a local charity, we have something different to offer. Gary Hawkes, Farleigh Hospice Back in 2009, non-hospices and hospices alike saw discount commercial retailers as the biggest threat to their livelihoods. But in 2010, a new risk took over top spot and has remained there ever since. As the charity shop sector has grown stronger, charities have increasingly seen each other as their main competitor. Although there was a slight fall in the proportion feeling that way this year, it nevertheless seems that any inferiority charity retailers may have felt compared to their commercial competitors has been well and truly quashed. The fact that this year has seen a host of well-known names disappear from our high streets Game, Peacocks, Clinton Cards, Past Times and Thorntons are just some who have either significantly reduced in number or vanished altogether may even pave the way for charity shops to take a bigger share of the market. The perceived threat of highstreet-price commercial retailers has been dropping steadily for years, and this year it reaches an all-time low of 55 points for non-hospices and 51 for hospices. After holding firm in fourth in recent years, this threat has fallen to sixth in the list. Discount commercial retailers remain the second-largest perceived competitive threat and, interestingly, the figure for this is fixed on 69 per cent for hospices for the third time in four years. This suggests that the changing fortunes of commercial retailers make little difference to hospices, which are typically more isolated from the high street and situated in small communities. The extent of anxiety about competition has, on the whole, either dropped in points across the board or plateaued. In your own opinion, how significant are each of these competitors for charity shops? Other charity shops Discount commercial retailers Auction websites 71 74 69 69 65 such as ebay 67 Car boot sales 56 54 Commercial 53 second-hand shops 61 High-street-price 55 commercial retailers 51 Street markets 43 46 Informal exchange of goods 47 between families and friends 44 Non hospices % Commercial gift shops 31 Hospices % 33 Non-hospices 0 10 20 30 40 50 60 70 80 Hospices Concern rating (maximum 100) Charity Shops Survey 2012 27

charity league table League table The 2012 charity shops league table ranked by income (2011 ranking in brackets) Organisation Year end date Shops at year end Increase/ (decrease) in shops Total income Year-on-year incr/(decr) income % Total costs * Year-on-year incr/(decr) costs % 1 British Heart Foundation (1) 31/3/12 709 35 150,886,149 13.1 119,642,716 11.6 31 2 Oxfam (2) 31/3/12 685 (1) 93,119,549 5.9 63,830,135 4.7 29 3 Cancer Research UK (3) 31/3/12 554 (8) 69,304,884 2.5 48,182,213 0.0 21 4 Age UK (4) 31/3/12 451 (8) 46,077,218 0.9 37,264,932 (4.8) 8 5 Barnardo s (5) 31/3/12 487 57 44,279,576 18.3 34,640,641 13.9 9 6 Sue Ryder (6) 31/3/12 392 36 36,613,047 6.1 29,051,611 7.5 7 7 British Red Cross (7) 31/12/11 318 1 27,540,981 7.0 21,604,500 3.2 5 8 Scope (8) 31/3/12 237 (1) 23,287,054 1.2 20,426,697 (1.7) 2 9 Salvation Army (10) 31/3/12 135 18 22,114,998 20.0 10,922,742 25.2 11 10 PDSA (9) 31/12/11 179 (2) 20,223,119 2.3 17,770,059 (0.7) 2 11 Marie Curie Cancer Care (11) 31/3/12 170 4 15,936,250 6.8 11,960,327 0.3 3 12 RSPCA (12) 31/12/11 265 13 13,950,000 8,667,000 5 13 Minds Matter (15) 31/3/12 123 6 11,297,709 11.9 8,970,929 7.0 2 14 YMCA England (13) 31/3/12 147 0 11,164,550 5.1 10,336,448 6.6 15 Sense (14) 31/3/12 81 3 10,408,028 1.9 8,810,541 1.3 1 16 Shelter (16) 31/3/12 106 9 8,697,749 2.7 8,204,185 9.1 17 Save the Children ( ) 31/12/11 124 (4) 8,595,000 6,365,000 2 18 Debra (17) 31/12/11 116 (2) 8,570,392 8.3 7,110,906 6.8 1 19 Oxfam Ireland (18) 31/3/12 50 0 7,723,000 13.8 5,965,000 9.5 1 20 Children s Society (19) 31/3/12 76 7 6,486,687 8.9 5,049,632 11.6 1 21 St Peter s Hospice (20) 31/3/12 47 (1) 6,319,513 7.0 4,517,414 6.1 1 22 Extracare Charitable Trust (22) 31/3/12 61 0 4,793,530 4.1 3,981,433 0.9 23 Princess Alice Hospice (23) 31/3/12 34 4 4,097,347 17.2 2,932,496 13.5 1 24 Shaw Trust (25) 31/3/12 50 9 3,463,753 10.8 3,139,964 8.6 25 Break (26) 31/3/12 43 3 3,374,122 19.4 1,782,266 (2.3) 1 26 Trinity Hospice (27) 31/3/12 21 0 3,337,138 18.6 1,996,060 (0.1) 1 27 St Margaret s Somerset Hospice (29) 31/3/12 24 0 3,019,798 10.9 1,824,695 6.4 1 28 Dorothy House Hospice Care (32) 31/3/12 22 3 2,965,825 19.6 1,891,936 22.6 1 29 Dove House Hospice (28) 31/3/12 31 0 2,928,354 6.2 1,878,901 23.0 1 30 St Giles Hospice (33) 31/3/11 20 1 2,407,303 7.3 1,652,547 3.9 31 Octavia Foundation Shops (31) 31/3/12 20 0 2,237,962 (13.6) 1,984,771 (12.3) 32 Northern Ireland Hospice Care (40) 31/3/12 23 3 2,182,436 25.7 1,414,769 18.6 33 Ty Hafan (42) 31/3/12 20 2 2,077,017 22.6 1,473,943 13.6 34 St Barnabas Hospices (Sussex) (38) 31/3/12 17 2 2,042,562 16.7 1,282,000 11.8 35 All Aboard (39) 31/12/11 17 1 1,953,232 12.2 1,735,689 5.4 36 Havens Hospice ( ) 31/3/12 16 1 1,740,851 1,266,235 37 Kirkwood Hospice (43) 31/3/12 17 2 1,734,274 12.3 1,066,876 13.0 38 The Children s Trust ( ) 31/3/12 21 3 1,680,655 1,457,311 * Excludes exceptional costs ** Excludes income from rag see page 20 for more information on income from rag sales. *** Survey participant has indicated that the financial figures provided for the shops operation are reconcilable to charity s statutory accounts. T p 28 Charity Shops Survey 2012

league table charity year cr) % Total profit Year-on-year incr/(decr) profit % Profit as percentage of income Income per shop per week Profit per shop per week Average shop rent Staff costs as per cent of income Shops income as % of total income Donated goods as % total income ** Reconcilable to statutory accounts *** 31,243,433 19.3 20.7 4,195 869 28,547 25.0 65 73 4 29,289,414 8.9 31.5 2,579 811 24,009 19.3 25 71 4 21,122,671 8.7 30.5 2,336 712 24,018 26.2 14 79 8,812,286 35.2 19.1 1,954 374 16,129 34.0 28 80 4 9,638,935 37.4 21.8 1,865 406 20,052 35.3 18 79 4 7,561,437 10.5 20.7 1,919 396 14,407 36.5 47 71 4 5,936,481 23.2 21.6 1,725 372 15,485 35.4 13 84 4 2,860,357 27.3 12.3 1,854 228 21,017 34.3 22 77 11,192,256 15.3 50.6 3,409 1,725 19,116 19.6 15 51 2,453,059 30.7 12.1 2,136 259 23,144 39.6 22 74 3,975,923 32.5 24.9 1,824 455 18,876 30.8 12 83 5,283,000 37.9 12,580 12 2,326,780 35.6 20.6 1,833 378 16,601 35.0 42 58 4 828,102 (10.3) 7.4 2,097 156 19,571 38.7 48 92 1,597,487 5.6 15.3 2,501 384 23,000 37.1 13 80 493,564 (47.9) 5.7 1,686 96 16,000 8.8 17 74 4 2,230,000 25.9 1,386 360 16,129 8.9 3 83 4 1,459,486 16.2 17.0 1,514 258 14,682 42.8 72 84 1,758,000 31.4 22.8 2,977 678 44,776 23.9 51 62 4 1,437,055 0.3 22.2 1,778 394 14,667 30.5 16 85 4 1,802,099 9.2 28.5 2,511 716 16,608 37.9 54 83 4 812,097 23.1 16.9 1,572 266 17,500 38.0 8 87 1,164,851 27.8 28.4 2,382 677 24,376 32.3 34 86 4 323,789 38.5 9.3 1,498 140 20,000 40.4 5 88 1,591,856 58.8 47.2 1,577 744 10,830 34.4 34 90 4 1,341,078 64.6 40.2 2,966 1,192 31,500 27.4 33 88 1,195,103 18.4 39.6 2,420 958 15,078 31.0 36 82 4 1,073,889 14.6 36.2 2,785 1,008 19,100 31.8 36 85 4 1,049,453 (14.6) 35.8 1,817 651 13,297 36.2 39 84 4 754,756 15.5 31.4 2,260 709 18,301 35.1 30 74 4 253,191 (22.4) 11.3 2,310 261 43.6 98 767,667 41.5 35.2 1,954 687 13,846 31.2 23 82 4 603,074 52.0 29.0 2,182 633 17,500 34.2 29 79 760,562 26.0 37.2 2,639 983 11,452 33.5 16 82 4 217,543 130.7 11.1 2,382 265 22,240 39.4 100 90 4 474,616 27.3 2,144 585 14,949 38.7 20 85 4 667,398 11.2 38.5 2,097 807 11,523 38.4 35 81 4 223,344 13.3 1,664 221 18,600 35.6 8 100 4 Note: Save the Children participated in the 2012 Charity Shops Survey, but while it provided partial data for this table it has been excluded from the wider analysis due to the lack of full disclosure in its survey return. Note: indicates no figure because the charity did not participate in the 2011 survey, or did not disclose this particular figure. Charity Shops Survey 2012 29

charity league table The 2012 charity shops league table ranked by income (2011 ranking in brackets) Organisation Year end date Shops at year end Increase/ (decrease) in shops Total income Year-on-year incr/(decr) income % Total costs * Year-on-year incr/(decr) costs % 39 Hope House Children s Hospices ( ) 31/12/11 13 0 1,542,568 1,138,915 40 Douglas Macmillan Hospice ( ) 31/3/12 15 (1) 1,538,204 837,165 41 Chest Heart and Stroke Scotland (46) 31/3/12 23 2 1,486,221 5.2 1,216,843 30.6 42 Claire House (49) 31/3/12 22 2 1,477,838 23.7 1,159,932 31.5 43 Phyllis Tuckwell Hospice (48) 31/3/12 13 0 1,443,942 17.2 885,944 9.0 44 Iain Rennie Grove House Hospice Care ( ) 31/3/12 13 2 1,441,371 711,772 45 St Clare Hospice Care Trust (51) 31/3/12 7 0 1,207,794 8.9 682,626 0.2 46 Capability Scotland ( ) 31/3/12 19 0 1,185,197 1,228,433 ( 47 Demelza House Children s Hospice ( ) 30/9/11 17 3 1,170,144 1,047,762 48 Children s Hospice Southwest (60) 31/12/11 12 2 1,082,942 33.1 945,522 51.5 49 The Rowans Hospice ( ) 31/3/12 11 1 1,073,002 742,532 50 Ashgate Hospice, Chesterfield (61) 31/3/12 10 2 1,049,538 40.8 669,806 33.4 51 Prince & Princess of Wales Hospice (58) 31/3/12 14 1 973,570 9.9 658,393 10.9 52 Farleigh Hospice ( ) 31/3/12 10 1 972,154 819,983 53 Barnsley Hospice (57) 31/3/12 9 0 955,739 7.3 606,829 (0.4) 54 Queen Elizabeth s Foundation (59) 31/3/12 12 0 920,427 6.3 798,751 (2.2) 55 Earl Mountbatten Hospice ( ) 31/3/12 8 0 842,693 645,270 56 Birmingham St Mary s Hospice (62) 31/3/12 9 0 799,030 8.5 549,696 3.1 57 Florence Nightingale Hospice Charity (67) 31/3/12 7 1 703,370 13.4 500,850 14.6 58 Katharine House Hospice, Adderbury (66) 31/3/12 6 0 696,662 11.7 396,072 0.8 59 The Ayrshire Hospice (65) 31/3/12 6 0 666,502 6.1 296,629 1.1 60 Bolton Hospice (68) 31/3/11 7 0 574,159 11.4 203,178 8.1 61 Animals in Distress ( ) 31/12/11 9 1 466,357 263,664 62 Cornwall Air Ambulance Trust ( ) 31/12/11 7 1 457,500 366,500 63 Cancer Research Wales ( ) 31/3/11 4 0 444,380 249,425 64 Hartlepool District Hospice ( ) 31/3/11 7 1 388,714 227,258 65 East Lancashire Hospice ( ) 30/3/12 7 3 360,421 212,059 66 Kemp Hospice ( ) 31/3/12 4 0 336,793 247,542 67 Rotherham Hospice ( ) 31/3/12 5 0 322,857 209,454 68 Force Cancer Charity (71) 31/3/12 1 0 270,092 5.3 131,739 1.4 69 Sailors Society (72) 31/12/11 3 0 253,876 13.7 168,003 5.7 70 Dame Hannah Rogers Trust ( ) 31/3/12 6 0 241,547 103,577 71 Home-Start Teeside ( ) 31/3/12 4 0 175,644 124,695 72 Arthur Rank Hospice ( ) 30/6/11 2 0 169,785 113,983 73 Viva Arts & Community ( ) 31/12/11 1 0 53,047 30,641 74 Local Solutions ( ) 31/3/12 1 0 19,067 46,787 ( Totals and weighted averages 6,233 218 716,394,760 6.8 541,293,750 6.1 175 T p * Excludes exceptional costs ** Excludes income from rag see page 20 for more information on income from rag sales. *** Survey participant has indicated that the financial figures provided for the shops operation are reconcilable to charity s statutory accounts. 30 Charity Shops Survey 2012

league table charity year cr) % Total profit Year-on-year incr/(decr) profit % Profit as percentage of income Income per shop per week Profit per shop per week Average shop rent Staff costs as per cent of income Shops income as % of total income Donated goods as % total income ** Reconcilable to statutory accounts *** 403,653 26.2 2,282 597 21,362 31.8 24 85 4 701,040 45.6 1,894 863 8,750 28.6 28 80 269,378 (43.9) 18.1 1,287 233 8,699 39.9 19 75 4 317,906 1.7 21.5 1,433 308 14,250 33.1 28 81 557,998 33.1 38.6 2,136 825 17,100 31.4 23 89 4 729,599 50.6 2,214 1,121 17,500 26.6 85 525,168 22.7 43.5 3,318 1,443 21,836 25.9 30 79 4 (43,236 ) (3.6) 1,264 (46) 21,995 39.7 4 87 4 122,382 10.5 1,498 157 14,105 34.2 12 78 4 137,420 (27.6) 12.7 2,175 276 22,500 36.8 11 80 4 330,470 30.8 1,965 605 15,977 36.8 21 85 379,732 55.9 36.2 2,133 772 13,000 36.6 22 85 4 315,177 8.1 32.4 1,397 452 12,611 32.6 17 84 4 152,171 15.7 2,042 320 16,517 36.3 16 77 4 348,910 23.9 36.5 2,082 760 10,819 35.4 24 82 4 121,676 145.2 13.2 1,475 195 17,169 35.0 8 82 4 197,423 23.4 2,026 475 15,450 33.5 13 87 4 249,334 22.8 31.2 1,758 549 12,336 40.1 12 75 4 202,520 10.5 28.8 2,010 579 17,050 31.7 44 72 4 300,590 30.1 43.1 1,951 842 17,651 30.4 22 84 4 369,873 10.5 55.5 2,222 1,233 7,767 25.6 10 85 4 370,981 13.3 64.6 1,674 1,082 5,742 14.1 16 76 202,693 43.5 1,060 461 6,750 33.4 48 86 4 91,000 19.9 1,448 288 18,000 38.4 95 92 194,955 43.9 2,178 956 20,000 24.9 22 91 4 161,456 41.5 1,254 521 7,856 31.1 14 10 148,362 41.2 1,112 458 10,959 23.1 13 88 4 89,251 26.5 1,619 429 8,426 38.7 89 4 113,403 35.1 1,254 440 9,545 37.6 8 82 4 138,353 9.2 51.2 5,402 2,767 15,000 34.1 25 95 4 85,873 33.5 33.8 1,693 572 12,833 37.2 12 99 137,970 57.1 774 442 11,292 4.6 3 0 4 50,949 29.0 878 255 7,600 35.2 96 82 55,802 32.9 1,633 537 25.9 14 83 22,406 42.2 1,020 431 42.5 21 85 4 (27,720 ) (145.4) 367 (533) 18,000 61.1 98 175,101,011 14.3 24.4 2,426.16 593.00 19,966 28.7 22 83 Note: indicates no figure because the charity did not participate in the 2011 survey, or did not disclose this particular figure. Charity Shops Survey 2012 31

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