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Managing and mitigating violence against retail workers

Retail violence in the UK has become a significant issue, posing risks to both the physical and mental wellbeing of employees in the sector.
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13/09/2024 · 3 minute read

Retail violence in the UK has become a significant issue, posing risks to both the physical and mental wellbeing of employees in the sector.

Over recent years, incidents of aggression and violence in retail settings have increased, fuelled by a combination of factors including economic pressures, societal stress, and the increasing prevalence of shoplifting and theft.

According to recent reports, retail workers in the UK experience a high level of violence and abuse daily. A survey by the British Retail Consortium revealed that there has been a surge in violence and abuse, up from 450 cases per day pre-pandemic, to a staggering 1,300 last year. Shoplifting has also soared to unprecedented levels, with losses to retailers doubling in the last year to £1.8 billion.[1] The survey found that thieves have become bolder and more aggressive with the resultant impact on retail workers much more severe, extending far beyond the workplace, affecting their physical and emotional wellbeing.

Impact on employees

The impact of retail violence on employees is often complex as the nature of these incidents vary widely, ranging from verbal abuse and threats to physical assaults. The psychological toll is significant with many employees in the sector now reporting increased stress and anxiety. The impact on business can be significant with lower staff morale and higher staff turnover rates posing challenges for retailers to  maintain and train a stable and reliable workforce.

Taking action

There has been a growing call to address the situation and the previous Government announced a standalone offence for those that assault retail workers. The change in law means perpetrators will face prison sentences of up to six months, unlimited fines and Criminal Behaviour Orders banning them from stores which has been supported with the change in Government. UK retail businesses can reduce the risks presented by this worrying trend.

Consider this seven-point plan to safeguard your employees and your business:

  1. Risk assessment: Conducting a thorough risk assessment specific to the retail environment can help identify potential areas of concern and vulnerabilities. This assessment should consider factors such as store layout, high-risk areas, and customer interactions. Use the findings to implement appropriate preventive measures.
  2. Comprehensive training programmes: Implementing comprehensive training programmes is crucial to educate employees about workplace violence, its impact, and how to prevent and respond to it. Training should cover topics such as conflict resolution, de-escalation techniques, and promoting a respectful work environment.
  3. Clear policies and procedures: Establishing clear policies and procedures that explicitly address violence, threats, and harassment is essential. These policies should outline the consequences for such behaviour and provide guidelines for reporting and addressing incidents. Regularly review and update these policies to ensure they remain effective, to identify any gaps and create new or update existing policies, that explicitly address violence, threats and harassment. Outline the consequences for such behaviour and provide guidelines for reporting and addressing incidents.
  4. Security measures: Enhancing security measures can help deter and prevent violence in the workplace. This may include installing surveillance cameras, panic buttons, access control systems, and adequate lighting. Consider employing security personnel or partnering with professional security services.
  5. Proactive monitoring: Implement proactive monitoring systems to identify and address potential ongoing threats or harassment. This can involve regular check-ins with employees, anonymous surveys, and monitoring of social media platforms for any concerning behaviour.
  6. Collaboration with external organisations: Collaborate with external organisations, such as mental health organisations, to provide counselling and support services for employees affected by workplace violence. Engage with community organisations and support groups to create a network of resources and assistance for employees dealing with the aftermath of violence.
  7. Employee support and wellbeing: Prioritise employee wellbeing and mental health by providing resources and support. Offer employee assistance programmes, mental health resources, and encourage a culture of open communication and support. Train managers and supervisors to recognise signs of mental distress and provide appropriate assistance. Line managers trained to spot mental illness, especially after a traumatic event, can aid in faster PTSD recovery. They recognise signs early, provide timely support, and create a supportive work environment. This reduces stigma, promotes mental wellbeing, and potentially minimises future employment liability claims.

Retail violence in the UK is a continuing issue which demands attention. By implementing these strategies, businesses can significantly reduce the risk of violence in the workplace and create a safer environment for their employees which if treated with proactivity will help maintain and a stable and reliable workforce.

For further discussion on any topic raised above, please reach out to your Marsh contact or get in touch.

[1] https://brc.org.uk/media/tubas22s/brc-crime-survey-report-media-2024.pdf

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Kelvyn Sampson

Kelvyn Sampson

Marsh UK Industries - Retail, Food & Beverage, and Leisure Industries Leader

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Lorna Feeney

Mental Health & Wellbeing Practice Leader

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