Pets at Home| United Kingdom

Pets at Home has built a growing business that delivers everything an owner needs to keep their pets happy, healthy and safe.

Specialist capabilities

Pets at Home was founded in 1991, when Anthony Preston opened the first store in Chester, in North West England. Since then the company has grown to become the UK’s leading pet business with 450 retail stores and 300 grooming salons.

It is also one of the country’s foremost veterinary services providers with 440 small animal practices, run principally under a joint venture model using the Vets4Pets and Companion Care brand names, and four specialist veterinary referral centres. The Group floated on the London Stock Exchange in 2014.

A key element of the company’s success has been a relentless focus on growing its specialist capabilities. From the advice and products delivered by colleagues in stores and online, through to its veterinary professionals practising the most advanced tiers of medicine, Pets at Home has built a growing business that delivers everything an owner needs to keep their pets happy, healthy and safe.

Retail growth

To underpin growth in retail, the company recognised the importance of having well-trained colleagues in its stores to advise customers on all aspects of pet care. The Steps training programme was developed to give every colleague access to the most up-to-date knowledge available. Colleagues also earn salary increments to increase their hourly pay on the successful completion of individual Steps. Increased engagement resulted in a significant reduction in colleague turnover which is currently around 20%, crucial in a business where specialist knowledge is so fundamental. In grooming, colleagues are required to undertake 1,400 hours of training before qualifying as a stylist.