Violence and abuse towards retail workers

Home Affairs Committee Closed Inquiry
Opened: 17 Dec 2020 Closed: 18 Nov 2024 Parliament page
Following the announcement that a General Election will be held on 4 July, Select Committees will be unable to meet from 24 May and will cease to exist from 30 May until after the General Election. This work has therefore closed The Committee carried out an inquiry into violence and … Read more
21 Recommendations
18 Conclusions
1 Report
3 Oral sessions
4 Letters
3 Events
Activity timeline 12 events
5 Nov
2024
Correspondence
22 May
2024
Correspondence
17 Apr
2024
Oral evidence
17 Apr
2024
Formal meeting (oral evidence session) · The Thatcher Room, Portcullis House
9 Nov
2022
Correspondence
9 Sep
2021
Report published
29 Jun
2021
Report published
7 Jun
2021
Correspondence
28 Apr
2021
Oral evidence
28 Apr
2021
Formal meeting (oral evidence session) · Room 16, Palace of Westminster
14 Apr
2021
Oral evidence
14 Apr
2021
Formal meeting (oral evidence session) · Virtual meeting
Oral evidence sessions 3 sessions
17 Apr 2024
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Chief Constable Amanda Blakeman · National Police Chief's Council Chief Superintendent Alex Goss · National Police Chiefs’ Council Edward Woodall · Association of Convenience Stores Joanne Cairns · Usdaw Lyndsey Cambridge · Federation of Wholesale Distributors Paul Gerrard · The Co-op Superintendent Patrick Holdaway · City of London Police
28 Apr 2021
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Amanda Blakeman · Gwent Police David Jamieson · West Midlands Police and Crime Commissioner Ian Dyson QPM · City of London Police Patrick Holdaway · Hampshire Constabulary
14 Apr 2021
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Iona Blake · Boots UK James Lowman · Association of Convenience Stores Joanne Cairns · Usdaw Paul Gerrard · The Co-op Tom Ironside · British Retail Consortium (BRC)
Title HC No. Published Items Response
First Report - Violence and abuse towards retail workers HC 141 29 Jun 2021 39 Responded
Recommendations & Conclusions
39 results
1 Conclusion Deferred
First Report - Violence and abuse …
Shocking rise in violence and abuse towards retail workers is becoming endemic.
No one should encounter violence at work. The last 5 years has seen a shocking rise in attacks on retail workers. We find it very disturbing that violence and abuse towards those working in the retail environment is becoming endemic … Read more
Government Response
The government acknowledges the unacceptable rise in violence against retail workers, highlighting existing legal offences and sentencing guidelines that treat such assaults as aggravating factors. It also commits to considering a legislative amendment in the Lords, taking into account the Protection of Workers (Scotland) Act 2021, to address the issue further.
Home Office
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2 Conclusion Deferred
First Report - Violence and abuse …
Appalling daily abuse of retail workers is unacceptable, compounded by unique vulnerability.
The appalling abuse suffered by retail workers on a daily basis is completely unacceptable. Abuse should never be “simply part of the job” or accepted as a “norm” in any workplace. The unique vulnerability of retail workers, who face being … Read more
Government Response
The government expresses sympathy and states that existing offences and sentencing guidelines already address violence against retail workers. However, it also commits to consider a legislative amendment in the Lords, taking into account the Scottish Act, in response to the ongoing issue.
Home Office
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3 Conclusion Accepted
First Report - Violence and abuse …
Hate-motivated abuse against shopworkers needs serious police attention and dedicated survey data.
Where shopworkers are confronted by hate-motivated abuse in the course of their employment this should be taken seriously by employers and reported to the police. It is vital that the police, in dealing with these incidents, manage them with sensitivity … Read more
Government Response
The government stated that the 2020/21 Commercial Victimisation Survey, currently underway with results due March 2022, already includes questions on hate-related violence as recommended, and an Expert Reference Group will review its coverage in Spring 2022.
Home Office
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4 Conclusion Accepted in Part
First Report - Violence and abuse …
Acquisitive theft, organised crime, and police failures fuel violence against retail workers.
There are several factors driving the increase in violence and abuse towards retail workers over the last 5 years. However, the primary factor appears to be increasing levels of acquisitive theft which are linked to both organised crime and prolific … Read more
Government Response
The government is committed to tackling drug misuse, which drives acquisitive crime, referencing Dame Carol Black’s review. It details £80m investment in drug treatment and recovery for 2021-22, additional funding for rough sleepers, extension of the Individual Placement and Support programme, and expansion of Project ADDER to address drug dependency and prevent related offending.
Home Office
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5 Conclusion Accepted
First Report - Violence and abuse …
Unconscionable increase in violence and abuse against frontline retail workers during Covid-19 pandemic.
It is unconscionable that violence and abuse towards retail workers has further increased during the Covid-19 pandemic. These are individuals who have been working on the frontline and have put their lives at risk to ensure that the public could … Read more
Government Response
The government response details existing measures, including interim sentencing guidance for Covid-19 related assaults and revised guidelines with aggravating factors, published safer working guidance, and ongoing collaboration between BEIS/DEFRA and retailers to ensure Covid-19 related safety.
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6 Conclusion Accepted
First Report - Violence and abuse …
Revised spitting/coughing sentencing guidance excludes threats and was introduced too late.
We welcome the revised guidance from the Sentencing Council which makes the despicable act of deliberate spitting or coughing an aggravating factor for common assault. However, we note that incidents of offenders threatening to spit or cough would not be … Read more
Government Response
The government clarifies that the revised common assault guideline includes a new high-culpability factor for 'intention to cause fear of serious harm, including disease transmission', which addresses threats to spit or cough related to Covid-19.
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7 Recommendation Acknowledged
First Report - Violence and abuse …
Ensure government learns lessons from pandemic and provides clear guidance for future restrictions.
A lack of clarity with regards to Government guidelines on mask wearing and social distancing exacerbated an already difficult situation for retailers in the early days of the pandemic. If in future new public health restrictions are required the Government … Read more
Government Response
The government agreed to work closely with retailers to ensure any future public health restrictions and guidance are clear and workable, stating that BEIS and DEFRA will continue this engagement.
Home Office
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8 Conclusion Acknowledged
First Report - Violence and abuse …
Policing response is failing to match rising violence and abuse against retail workers.
The Committee has heard overwhelming evidence that the policing response is simply failing to match the rising tide of violence and abuse against retail workers. The evidence also suggests that the response varies significantly between police forces: while there are … Read more
Government Response
The government outlines the ongoing work of the NRCSG and its task groups in producing resources for retailers on crime reporting, data sharing, and victim support, and notes the establishment of two new Task and Finish groups on substance misuse and information sharing.
Home Office
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9 Recommendation Not Addressed
First Report - Violence and abuse …
Police guidance for retail workers insufficient to address perception of inaction on retail crime.
We welcome the guidance for retail workers on when to use emergency and non- emergency numbers when seeking a police response and, in particular, setting out risk factors which will help the police respond appropriately to incidents. However, we do … Read more
Government Response
The government details existing and ongoing work by the National Retail Crime Steering Group (NRCSG) and its Task and Finish groups, including the establishment of two new groups on substance misuse and information sharing. However, the response does not specifically outline new actions to address the committee's concern about the perception that police 'don't care' about retail crime.
Home Office
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10 Recommendation Accepted in Part
First Report - Violence and abuse …
Police forces inadequately record data on assaults against shopworkers and retail crime.
We welcome the Government’s work to provide better guidance and support for retail workers on reporting retail crime. However, it is deeply disappointing that the main thrust of the Government’s response to shopworkers, who have lost confidence in the police … Read more
Government Response
The government agrees that incidents must be reported and acknowledges current data under-reporting. It commits to working with the National Business Crime Centre to consider options for adding more granularity to crime recording, but notes consultation will be needed to assess the administrative burden on police forces.
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11 Recommendation Deferred
First Report - Violence and abuse …
Mandate adding a "business crime flag" to offences committed in retail environments.
As a starting point, we recommend that it is made mandatory to add a “business crime flag” to offences committed in a retail environment, including assaults on retail Violence and abuse towards retail workers 63 workers. This simple step would … Read more
Government Response
The government commits to working with the NBCC to consider options for adding more granularity to police recorded crime data, acknowledging that any changes would require consultation with the police service to assess administrative burden and value.
Home Office
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12 Conclusion Deferred
First Report - Violence and abuse …
Broad "business crime" definition obscures human cost of violence against retail workers.
However, we recognise that the current broad definition of “business crime”, which encompasses cybercrime, fraud or theft at an unoccupied business premises has limitations when it comes to tackling assaults on shop workers. The broad definition does not distinguish between … Read more
Government Response
The government agrees the issue is not about financial loss and will work with the NBCC to consider options for adding more granularity to police recorded crime data to better distinguish violence against retail workers.
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13 Conclusion Acknowledged
First Report - Violence and abuse …
Current business crime definition inappropriate for measuring violence against retail workers.
We therefore recommend that the National Business Crime Centre work with the National Police Chiefs’ Council to agree a better long-term way to identify and properly measure the violence and abuse suffered by retail workers in the crime statistics gathered … Read more
Government Response
The government is working with the NPCC to consider options for adding more granularity to crime data for violence against retail workers, acknowledging the need for police consultation on administrative burden, but did not commit to implementing a specific new flag.
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14 Recommendation Acknowledged
First Report - Violence and abuse …
Require Police and Crime Commissioners to establish Business Crime Reduction Partnerships and retail crime plans.
As local representatives Police and Crime Commissioners are well placed to understand the specific issues facing the retail community in their area and to ensure police forces focus attention on this critical issue. Collaboration between police and retailers to identify … Read more
Government Response
The government acknowledges the importance of reporting and commits to working with relevant bodies to scope options for online business crime reporting and to consider how to encourage the creation of Business Crime Reduction Partnerships, alongside highlighting existing police funding and the Safer Streets Fund.
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15 Recommendation Not Addressed
First Report - Violence and abuse …
Few Police and Crime Commissioners prioritise violence against retail workers in crime plans.
We strongly support calls for Police and Crime Commissioners to make action on violence and abuse towards retail workers a priority in police and crime plans. We are very concerned how few appear to have prioritised this in past plans, … Read more
Government Response
The government's response details funding for additional police officers and the Safer Streets Fund, which has been expanded to include commercial areas and has allocated funds to projects focused on commercial settings. However, it does not directly commit to the committee's specific recommendation for PCCs to prioritize violence against retail workers or establish related performance metrics in their police and crime plans.
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16 Recommendation Not Addressed
First Report - Violence and abuse …
Require Chief Constables to improve monitoring, recording, and response to violence against shopworkers.
Chief Constables must do much more to demonstrate that they recognise the human cost of escalating violence and abuse against shopworkers. They need to ensure they have proper systems in place for monitoring and recording. Most importantly, they need to … Read more
Government Response
The government acknowledges the current lack of mandatory recording for business crime and violence against shop staff due to data system challenges. It states that victims must report violence accurately and that existing sentencing guidelines already treat offenses against public-facing workers as an aggravating factor, but does not commit to the recommended actions for Chief Constables.
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17 Recommendation Not Addressed
First Report - Violence and abuse …
Lack of neighbourhood policing capacity damages retail worker confidence and crime prevention efforts.
The lack of capacity in neighbourhood policing teams to build relationships with retailers, identify prolific offenders and respond swiftly to incidents of retail crime has damaged the confidence of retail workers. It has made it harder to maintain close relationships … Read more
Government Response
The government highlights its commitment to recruiting 20,000 additional police officers and the funding provided for territorial policing. However, it does not specifically commit to prioritising or ring-fencing these new resources for neighbourhood policing teams, as recommended.
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18 Conclusion Acknowledged
First Report - Violence and abuse …
Government discontinuing direct funding for National Business Crime Centre is nonsensical.
There is clearly an issue with the consistency of the policing response to retail crime across the country. In light of this finding, the Committee was disappointed to learn that the Government is no longer directly funding the work of … Read more
Government Response
The government explains that national leadership is provided by the NRCSG and that while the NBCC will not be directly funded, it will receive appropriate government support and the Home Office will work with them to scope and potentially fund online business crime reporting services.
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19 Recommendation Deferred
First Report - Violence and abuse …
Provide central funding for the continued operation of the National Business Crime Centre.
The Home Office work to tackle violence and abuse against shopworkers over the last twelve months has been welcome. But the temporary working groups they set up to draw up new guidance are not sufficient to deliver sustained change or … Read more
Government Response
The government did not commit to providing central funding for the continued operation of the National Business Crime Centre, instead stating national leadership is provided by the ongoing National Retail Crime Steering Group and only considering funding an online reporting service if a viable option is identified.
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20 Recommendation Acknowledged
First Report - Violence and abuse …
Provide greater government support for Business Crime Reduction Partnerships, involving shopworkers and employers.
Business Crime Reduction Partnerships have huge potential to improve communication and collaboration between the police, local retailers and local authorities on the issue of retail crime. Tailoring the policing response to areas of particular vulnerability, identifying repeat offenders, and developing … Read more
Government Response
The government stated it will continue to work with relevant bodies to consider what more can be done to encourage the creation of Business Crime Reduction Partnerships but deflected the recommendation to involve shopworkers and major employers to the NABCP and individual BCRPs for consideration.
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21 Recommendation Accepted
First Report - Violence and abuse …
Actively encourage Safer Streets Fund bids for shop worker safety, setting this as a future priority.
We welcome the additional money available to local authorities and Police and Crime Commissioners to spend on preventative measures via the Safer Streets Fund. However, we note that none of the funding rounds have placed any emphasis on preventative measures … Read more
Government Response
The government stated that it has already made clear the Safer Streets Fund welcomes bids for measures improving shopworker safety, with the second round expanded to include commercial areas, and the third round (Autumn 2021) will have a broader focus on reducing violence.
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22 Conclusion Accepted in Part
First Report - Violence and abuse …
Many retail workers receive insufficient employer support for reporting incidents and difficult situations.
Employers have a duty of care and play a vital role in ensuring their employees have the confidence to report incidents, and the appropriate support to deal with difficult situations. Evidence from our public survey, and the Government’s 2019 call … Read more
Government Response
The government highlights existing support for victims through NRCSG resources, including webinars and case studies, and ongoing work with restorative justice charities. It also commits the Home Office and NRCSG to review current resources and consult on creating an Employers Charter to enhance advice, training, and support for victims and employers.
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23 Recommendation Accepted in Part
First Report - Violence and abuse …
Set out clear government guidance for employers on supporting retail workers and mitigating crime risks.
We welcome the Government’s creation of downloadable digital assets for the #ShopKind campaign which we hope will raise awareness amongst the public about retail crime and its impact on shop workers. However, we think this action completely fails to address … Read more
Government Response
The government highlights ongoing support for victims through NRCSG resources and future work with restorative justice charities. It commits the Home Office and NRCSG to review existing resources and consult on the creation of an Employers Charter, in conjunction with the Suzy Lamplugh Trust, to provide additional advice, training, and support for victims and employers.
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24 Recommendation Acknowledged
First Report - Violence and abuse …
Agree an Employers Charter for retail workers, based on Suzy's Charter, with industry groups.
We applaud the work of the Suzy Lamplugh Trust in creating Suzy’s Charter, a far more effective and useful tool than the Government’s guidance for securing the safety of retail workers. The Government’s lacklustre endorsement of the Charter, a fleeting … Read more
Government Response
The government committed to reviewing existing resources and will consult with the National Retail Crime Steering Group about whether they would support the creation of an Employers Charter for retail workers, using Suzy’s Charter as a template.
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25 Conclusion Deferred
First Report - Violence and abuse …
Smaller retailers and staff face heightened vulnerability from inadequate security expertise and funding.
Smaller retailers are much less likely to have access to security expertise or investment in technology and, as many have been heavily affected by the pandemic, they may also struggle to find additional funds to invest in the area. Small … Read more
Government Response
The government acknowledges the specific vulnerability of smaller retailers and their workers. While noting existing resources, it commits the Home Office and NRCSG to review these resources and give full consideration to the committee's recommendation when planning future work.
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26 Conclusion Acknowledged
First Report - Violence and abuse …
Advanced security solutions for retail workers are often financially unviable for many businesses.
The Committee was impressed by this range of solutions and the potential of new technology to improve both the safety of retail workers and the ability to gather evidence about incidents of retail crime. The methods described above, such as … Read more
Government Response
The government acknowledges that while useful resources have been created, more is needed, and commits the Home Office and NRCSG to review existing resources and fully consider the Committee's recommendation for future work.
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27 Conclusion Acknowledged
First Report - Violence and abuse …
Government guidance on retail crime lacks urgency and sufficient practical advice for employers.
The guidance provided by the Government and the National Retail Crime Steering Group, published nearly 10 months after the response to the call for evidence, amounts to eight A4 pages of highly general advice followed by 10 pages of example … Read more
Government Response
The government acknowledges that while useful resources have been created, more is needed, and commits the Home Office and NRCSG to review existing resources and fully consider the Committee's recommendation for future work.
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28 Recommendation Acknowledged
First Report - Violence and abuse …
Include specific 'tool kit' material in government resources to support employers mitigating retail crime.
We recommend that the Government’s resources, which would be particularly beneficial for independent shops and small businesses, additionally include specific ‘tool kit’ style material to support all employers to take the following actions: • An internal communication campaign to encourage … Read more
Government Response
The government acknowledges existing resources and states it will review these resources with the NRCSG, giving full consideration to the committee's recommendation for further toolkit material when planning future work.
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29 Recommendation Deferred
First Report - Violence and abuse …
Require local authorities to work with police to identify vulnerable high streets and plan security bids.
We also encourage large national retailers to play a leading role in local business partnerships, working with local councils and the police to encourage and include small independent high street retailers in security measures including CCTV or local communication networks … Read more
Government Response
The government defers this recommendation to local authorities, noting that the scope and timescales for the Safer Streets Fund bidding process are detailed elsewhere.
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30 Conclusion Accepted
First Report - Violence and abuse …
Government's response to drug-related retail crime lacks urgency and timely national programme rollout.
The Government has acknowledged that drugs play a significant role in a large number of crimes and with prolific offending in particular. Yet, one year on from the Government’s response to the call for evidence on violence and abuse toward … Read more
Government Response
The government details its commitment to tackling drug-driven crime, referencing Dame Carol Black's review and ongoing work including £80m investment in drug treatment and the expansion of Project ADDER to eight additional sites.
Home Office
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31 Recommendation Acknowledged
First Report - Violence and abuse …
Provide sustainable central funding for national rehabilitation programmes and ring-fenced funds for local services.
We welcome the new funding the Home Office will be providing for drug treatment. However, it is only for one year, when sustainable increased funding is needed for ongoing services. We recommend that the Government makes central funding available for … Read more
Government Response
The government refers to future plans to be set out after the Spending Review for tackling drug misuse and improving treatment, but explicitly states it has no plans to prescribe how enforcement partners use proceeds of crime funds for rehabilitation.
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32 Conclusion Deferred
First Report - Violence and abuse …
Current legal framework fails to protect retail workers due to insufficient prosecutions and deterrents.
The everyday experiences of retail workers show that the current framework is too often failing to protect them from abuse, provide justice for victims or a deterrent for offenders. With prosecution rates vanishingly small, the existence of an aggravating factor … Read more
Government Response
The government acknowledges the issue, states existing laws and sentencing guidelines address assaults on workers, and commits to considering a legislative amendment in the Lords and taking the Scottish Act into account.
Home Office
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33 Conclusion Deferred
First Report - Violence and abuse …
Retail workers face heightened and unique risks of violence and abuse from repeat offenders.
Retail workers, by the very nature of their employment, are placed at an increased risk of violence and abuse compared to members of the general public. They are 68 Violence and abuse towards retail workers vulnerable to repeat offenders who … Read more
Government Response
The government expresses understanding and sympathy for retail workers facing abuse, acknowledging existing legal protections. They commit to considering an amendment in the Lords and reviewing the Scottish Protection of Workers Act to potentially address the identified unique vulnerabilities.
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34 Recommendation Deferred
First Report - Violence and abuse …
Retail workers enforcing laws and facing risks deserve equal legal protection as emergency workers.
Retail workers are responsible for enforcing laws with regard to age-restricted sales and restricted goods such as medicines or weapons. It is well established that conflict over these types of sales is a key trigger for violence and abuse. The … Read more
Government Response
The government acknowledges existing laws treat offences against public sector workers seriously, but commits to considering an amendment to the Police, Crime, Sentencing and Courts Bill in the Lords, and will take into account the Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Act 2021.
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35 Recommendation Acknowledged
First Report - Violence and abuse …
Consult urgently on scope of new specific offence for enhanced legal protection of retail workers.
We believe there is a strong case for extra protection in law for retail workers through a specific offence. The Government should consult urgently on the scope of the offence, recognising the particular pressure on those in different occupations who … Read more
Government Response
The government's response is only a heading, 'Strengthening the legal framework,' offering no specific commitment or detail regarding the recommendation.
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36 Recommendation Deferred
First Report - Violence and abuse …
A new standalone statutory offence would powerfully reset expectations on retail worker abuse.
Violence and abuse towards retail workers is a complex and multi-faceted issue and any meaningful solution will involve a package of measures from Government, the police, employers, retail workers and the public. Legislation can only ever be one part of … Read more
Government Response
The government acknowledges existing offences and sentencing guidelines but, in response to a tabled amendment, has committed to consider a new standalone statutory offence in the Lords if appropriate, taking into account the Protection of Workers (Scotland) Act 2021.
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37 Recommendation Deferred
First Report - Violence and abuse …
Creating specific offences for emergency workers improved prosecutions; retail workers need similar focus.
Early data following the introduction of the Assaults on Emergency Workers (Offences) Act 2018 suggests that the creation of a new offence is having a positive impact on prosecution rates for that crime. We note that even though it was … Read more
Government Response
The government notes existing offences and aggravating factors for assaults against workers, but commits to considering an amendment in the Lords and taking into account the Scottish Protection of Workers Act to address violence and abuse towards retail workers.
Home Office
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38 Conclusion Accepted
First Report - Violence and abuse …
New statutory offence would improve data, reporting, and communicate seriousness of retail worker abuse.
The patchwork of existing offences for prosecuting incidents of violence and abuse against individuals is not effective enough to address the escalating scale and nature of offences committed in the retail setting. Introducing a new statutory offence would bring the … Read more
Government Response
The government highlights existing measures by the Sentencing Council, including interim guidance on Covid-19 related assaults from April 2020 and revised assault sentencing guidelines from May 2021, which address aggravating factors for common assault.
Home Office
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39 Recommendation Acknowledged
First Report - Violence and abuse …
Consult urgently on a new standalone offence to protect retail workers from violence
The text of the Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Act, having undergone lengthy consultation and close scrutiny, provides a potential starting point. As we have previously recommended, the Government should consult urgently on the scope … Read more
Government Response
The government highlights existing legal protections but commits only to considering an amendment in the Lords if appropriate and to taking the Scottish Act into account during this consideration, rather than committing to an urgent consultation.
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Government Response AI assessment · 39 of 21 classified
Accepted 6
Accepted in Part 4
Acknowledged 13
Deferred 12
Not Addressed 4
Total 21 recs + 18 conclusions
Correspondence 4 letters
5 Nov 2024 To committee Letter from the Minister for Policing, Fire and Crime Prevention regarding violence and abuse towards retail workers 29.10.24
Parliament page
22 May 2024 From committee Letter to the Home Secretary regarding follow-up work in relation to the Violence and abuse towards retail workers inquiry, dated 22 May 2024
Parliament page
9 Nov 2022 From committee Letter to the Home Secretary on violence and abuse towards retail workers, dated 7 November 2022
Parliament page
7 Jun 2021 Analysis of survey results for inquiry on violence towards retail workers
Parliament page