For four years, Tom Boyd, a man in his late 20s with autism, was quietly and faithfully volunteering at a branch of Waitrose in Cheadle Hulme, Greater Manchester. He worked stock cages, stacked shelves and emptied returns—all unpaid and always with a support worker by his side. The supermarket staff regarded him well; one colleague reportedly said he “worked harder than some people paid to be there.” Then, when his family asked if he could move into paid employment, the store said no and effectively ended his role. That, in turn, sparked public outrage and a very different response: a paid job offer from rival chain Asda. The story was covered by outlets including The Guardian.
Four years of commitment without a contract
Tom began volunteering at the Waitrose store in 2021 and over time clocked up more than 600 hours in the role. His mother, Frances Boyd, explained that he wanted a sense of belonging, to contribute and to make a difference. He worked two mornings a week from around 9.30am until 2pm, always accompanied by his support worker because his communication skills are limited, and he needs help engaging with customers. The store-level staff accepted and appreciated him. Problems arose when Tom’s family asked for a small number of paid hours as recognition of his contribution. The supermarket’s head office intervened, concerned about the volume of unpaid work he had done, and told the store his arrangement must end. Tom was told not to return. Autism advocacy groups called the move “deeply unfair” given that the Equality Act 2010 requires employers to make reasonable adjustments for people with disabilities.
The public backlash was significant. Greater Manchester Mayor Andy Burnham described the treatment of Tom as “truly terrible” and offered support through the city’s employment inclusion programmes. Within days, Asda approached the family and offered Tom a paid role: two shifts of five hours per week, in his local store, with the flexibility to adjust if needed. A spokesperson for Asda cited its supported internship programme and partnership with charity DFN Project Search, saying that when they heard about Tom’s situation, they “knew he would be a fantastic fit”. At the same time, Waitrose issued a statement saying they were “investigating as a priority” and reaffirmed that they are “well experienced in making reasonable adjustments to help people succeed at work”. They added they would welcome Tom back in employment once a plan including support from his family and local charity was finalised.
This should hopefully change the landscape
This story raises questions many employers face: how to move someone from volunteering into paid employment; how to treat long-serving volunteers, especially those with disabilities; and how inclusive employment should really work. Tom’s case shows that a person with autism can contribute meaningfully to a workplace when matched with support and opportunity. His paid role now offers him not just hours on the rota, but recognition, dignity, and a path towards long-term contribution.
For employers, it underlines that volunteering should be handled carefully: when someone is performing the duties of paid staff, questions around fair treatment arise. It also emphasises the importance of reasonable adjustments—ensuring that workers with disabilities are supported, not sidelined. For supporters of disability employment rights, the case has become a rallying point for improvement.
Tom will begin his paid role at Asda soon. His mother expressed gratitude for the new opportunity and said that the flexibility offered means he can continue to grow and contribute in a way that suits him. For Waitrose, the fallout has sparked review and critique; some regular customers have voiced disappointment, while internal stakeholders say the store-level team responded well but found themselves constrained by corporate policy. The broader employment sector will be watching.
Tom’s story is simple in its facts but significant in its implications: from unpaid hours through a sudden end at one employer, to a paid role at another that values him; the path may have been bumpy, but it has moved in the right direction. For Tom, it means a job, support, recognition—and a chance to belong.