The Reality of Crime and Safety in Retail

There are 316,000 incidents of violence and abuse towards retail workers every year.

“Thieves have become bolder and more aggressive, and the impact on retail workers is severe, extending far beyond the workplace, affecting their physical and emotional wellbeing”

commented Helen Dickinson OBE, Chief Executive of BRC in response to recent statistics.

89% of the 3 million workers employed across 300,000 retail outlets have experienced violence or abuse at work, according to research by the British Retail Consortium.

This equates to over 1,300 incidents per day and more than one every minute in a typical 9-hour shopping day.

Impact on Retail Workers

It’s unsurprising that 1 in 5 retail workers are considering leaving the industry with these shocking stats demonstrating that dealing with abuse has become part of the job.

Almost half of retail workers feel unsafe at work with 63% feeling stressed or anxious about their shift.

Embedding a strong safety culture is more important than ever for retailers to be able to reverse the trend of talent quitting the sector.

Almost half of retail workers feel unsafe at work

Underreporting of Incidents

It’s important to consider the scale of incidents that go unreported. Many incident management systems are not equipped to accurately capture instances of "violence at work," especially if there was no physical harm. Additionally, retailers often do not record “near misses” or verbal abuse, which further obscures the true scale of the problem.

Being able to report regular verbal abuse is becoming even more important in helping to build a stronger case against repeat offenders, particularly in light of new legislation making assaulting a retail worker a standalone criminal offence.

David Jamieson, Former West Midlands Police and Crime Commissioner commented on the inaccuracy of figures of abuse in retail:

“Much of this crime is underreported or not reported at all. It does not actually reflect the true picture.”

"It's crucial that retailers reassess their incident management systems to accurately capture all forms of workplace violence and abuse, including verbal abuse and the behaviours that accompanied a theft.

How incidents are recorded significantly impacts our understanding of the true extent of the problem.”

Sue Parker-Tantush,
Former Group Head of Safety, Co-op Group

Vulnerability and Risks

At certain points of the day, employees will be working in isolation or out of earshot of colleagues, such as those opening and closing stores or responsible for handling cash and banking.

Many retailers are increasingly transitioning their staff from behind the point of sale to the shop floor itself. This approach removes physical barriers, exposing employees to increased risks. In this type of situation, retail stores are often not equipped with the means for staff to call for help. Even if fixed panic alarms are installed, they may not be accessible during the incident.

Staff may also face risks where hazards arise from the nature of the task being completed, such as working at height or manual handling. Ideally, steps will always be taken to mitigate the risk of accidents, but since it's not possible to fully remove risks, it’s imperative that the employees have a means to access the right help and support, quickly and safely.

Challenges with Manned Guarding

To address these vulnerabilities, retailers often turn to security guards as a solution. However, this raises significant challenges, primarily due to the high cost involved with manned guarding.

Recruitment costs alone can be substantial, involving advertising, interviewing, and background checks. The CIPD reports that the average cost of filling a vacancy, including labour costs, is £6,125. Security personnel also require comprehensive training, which incurs direct costs but also demands significant investment in time and resources.

The demanding nature of the job, with long hours and exposure to potential danger, contributes to employee dissatisfaction and often results in high turnover. This turnover adds to the financial burden but also leads to gaps in security coverage, making it easier for criminals to exploit vulnerabilities.