Pets at Home makes history as next-generation 27,360 sq ft flagship store opens in New Malden

Pets at Home has unveiled its newly designed flagship Pet Care Centre in New Malden. The £2.2 million+ transformation marks the single largest investment in the retailer’s estate history.

At 27,360 sq.ft, it features an increased range of services (such as a newly refurbed and extended veterinary practice), and premium facilities (such as a luxury Pets Grooming Salon with 50% more capacity).

Pets at Home has made a £25 million investment in estate interventions this year.

The New Malden location includes a new community zone at the front of the store, featuring a designated recycling and charity donation area, along with a multifunctional Paws Point. This space is designed for workshops, new pet advice, or simply relaxing and charging a phone while waiting for pets in the Pets Grooming Salon or Vet Practice. 

There are also seven new tills to accommodate shopper’s needs – the most in any Pets at Home, and digital and interactive screens to help educate customers with their pet choices. 

Additionally, the Pets Grooming Salon has expanded and now features six spacious grooming tables and three baths, meaning a 50% increase in capacity to accommodate the high demand in the area. This will also have a new check-in area, known as the Check Point, to allow groomers to give pets a thorough examination before commencing with the groom.   

Store Manager, Bart Kemal at Pets at Home New Malden, says: “We’re incredibly excited to unveil the transformed Pet Care Centre right here in New Malden. This isn’t just a store – it’s a haven for pet lovers and their furry friends. With a fresh look and feel, an enhanced range of top-tier services, and a shopping experience like no other, we’ve created a space that truly celebrates the joy of pet ownership.”

“What makes this transformation even more special is our incredible team, some of whom have been part of this journey for over 20 years! We can’t wait to welcome customers to explore, connect, and see how we’re raising the bar for pet care. Whether you’re here for your dog’s next adventure, your cat’s favourite treat, or expert advice for your small animals, we’ve got everything you need to keep tails wagging, whiskers twitching and hearts full.”

2024 RTIH INNOVATION AWARDS

Physical stores were a key focus area for the sixth edition of the RTIH Innovation Awards.

The awards, sponsored by Vista Technology Support, Scala, CADS, 3D Cloud, Brightpearl by Sage’s Lightning 50, Business France, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended our 21st November gathering.