Violence against retail workers: a growing workplace crisis

What should be a period of celebration instead serves a stark reminder of the systemic challenges faced by those working in shops, stores and supermarkets the length and breadth of the nation.

Photograph: iStock/Jiggo_thekop

Outside of the festive period also, data documents a sharp increase in aggressive incidents against those who form the frontline of our service-based economy. What was once a one-off incident has now reached unprecedented levels, with approximately 1,191 cases reported every day¹.

The consequence of repeated exposure extends far beyond momentary discomfort, contributing to rising levels of work-related stress and anxiety. In turn, this impacts the number of UK retail workplaces experiencing problems with absenteeism and presenteeism. On an individual level, it robs workers of their job satisfaction and means many are barely surviving, let alone thriving at work.

This challenge requires a comprehensive, joined-up response across society, from individual people changing the way they interact with retail workers to legislative intervention backed up by new enforcement powers.

It is, therefore, welcomed that the Government has committed to introducing targeted legislation, through a new Crime and Policing Bill, that they’ll bring before Parliament before the end of 2025. This proposed legislative response represents a step towards acknowledging and addressing the systemic issues facing retail workers. It also provides policymakers with the opportunity to understand the drivers behind this alarming trend.

British Safety Council chief executive Mike Robinson: "As Parliament considers this issue and how they can keep the retail workers of today and tomorrow safe, it’s vital to remember that behind every statistic is a worker who just wants to do their job, free from the fear of harassment, abuse or violence."

Whether the Crime and Policing Bill goes far enough, whether it provides sufficient powers and funding to law enforcement, and whether it fosters a joined-up approach between employers, local authorities and police services remains to be seen.

Beyond legislative measures, there is a fundamental need for a societal dialogue. Customers, businesses and communities must work in lockstep to recognise the fundamental dignity of all workers; regardless of the environments in which they operate. This requires promoting empathy, respect and understanding as core values, and challenging bad behaviour where it’s found.

As Parliament considers this issue and how they can keep the retail workers of today and tomorrow safe, it’s vital to remember that behind every statistic is a worker who just wants to do their job, free from the fear of harassment, abuse or violence. Isn’t this what we want for every worker, in every workplace?

The workplace should never be a source of fear and only by addressing this issue systematically and compassionately can we create safer, more respectful working conditions for frontline workers in retail and hospitality. By hearing from them and by sharing their stories, we give a voice to the 40 per cent of workers who are considering leaving retail for safer sectors.

To keep them in the sector and to keep our shops and stores open, the path forward demands more than policy change alone. It requires a transformative commitment by Parliament and the public alike, to the dignity of every worker; producing a future in which all workers can thrive, knowing that society stands squarely beside them.

References

1. Retail crime: Impact on workers, the community and local economies – House of Lords Library, Nov 2024, tinyurl.com/8dw53cm7