Central London Samaritans’ new head office at 13 Salisbury Place represents a carefully considered refurbishment that balances sensitivity with therapeutic and sustainable design. The project enhances recovery and wellbeing, creating an environment that supports both those seeking help and those delivering it.
The internal design provides two distinct but equally supportive journeys: one for callers, and one for volunteers and staff. Callers enter a naturally lit, welcoming waiting area finished in calming green tones and natural timber materials, leading to one-to-one interview rooms with high-performance acoustic insulation to ensure privacy and psychological safety. The spatial sequencing deliberately reduces anxiety, creating a dignified and discreet experience for those seeking support.
For volunteers and staff, breakout spaces include quiet nooks for decompression after crisis calls, informal seating areas, and a small library, fostering a “home away from home” atmosphere. Purpose-designed overnight bedrooms with ensuites provide safe, comfortable accommodation for night shifts, directly supporting volunteer wellbeing and contributing to increased overnight coverage. These spaces acknowledge the emotional intensity of the work and actively support recovery between calls.
Integration with the surrounding context was enhanced through a redesigned forecourt incorporating biophilic elements and planting. This landscaped threshold creates a calming transition from the busy London street into a protected environment, offering an immediate sense of refuge for callers in distress.
Sustainability was embedded through improvements to the building’s thermal envelope via internal thermal lining, significantly reducing heat loss and lowering heating demand. Skylights maximise natural daylight and enable passive ventilation, reducing reliance on mechanical systems while improving indoor air quality. By refurbishing and upgrading the existing structure within a conservation area, the project minimised embodied carbon compared to new-build alternatives. The materials palette prioritised durable, low-maintenance and environmentally responsible finishes, balancing robustness with warmth and comfort while ensuring long-term value.
Flexible multi-use rooms accommodate training and external hire, generating income and broadening community engagement. This dual-purpose approach strengthens the charity’s financial resilience while ensuring the building functions as a community asset. The scheme was delivered within budget and on programme, despite the logistical constraints of working within a conservation area and undertaking significant mechanical and electrical upgrades.
Co-production was central from inception. A pre-design report captured structured input from staff and volunteers, establishing clear priorities around privacy, wellbeing and operational flow. Volunteer representatives continued to participate in workshops, review meetings and site visits, shaping decisions on layouts, materials, lighting and acoustic performance. Their lived experience directly informed enhanced sound insulation, enlarged breakout areas and improved overnight accommodation, ensuring the final environment authentically reflects those who use it daily.
Importantly, the project demonstrates the power of social value in action. Suppliers and partners contributed donated materials, including Karndean flooring, Dulux paint and equipment, reinforcing shared ownership and reducing costs for the charity. This collaboration stands as an exemplar of how social value can be meaningfully embedded within a non-profit sector project.
Together, sustainable design, therapeutic spatial planning and meaningful co-production combine to create an environment that supports emotional recovery, enhances resilience and strengthens community connection.
