Shop workers endure 1,600 incidents of violence and abuse each day, new data from the British Retail Consortium (BRC) reveals. While incidents dropped by a fifth last year, retail leaders stress the need for stronger protections as fear persists among staff.
Daily Violence Breakdown
Physical violence affects 118 workers daily, with 36 cases involving weapons—more than one per hour. These figures cover shouted abuse, threats, racist or homophobic slurs, pushes, and shoves. Incidents fell from 2,000 per day in 2024 to the current level, yet over 100 daily cases still involve physical assaults.
“The relentlessness may have eased, but the fear has not disappeared,” stated BRC chief executive Helen Dickinson. Her organization represents over 200 major retailers, including Tesco, Primark, and Sainsbury’s.
“For too many of our three million retail colleagues, fear has too often quietly become part of the job,” Dickinson added.
Security Investments Surge
Retailers have spent more than £5 billion on crime prevention and staff safety over the past five years. Measures include security guards, CCTV systems, and body-worn cameras adopted by chains like Tesco. Specialized de-escalation training and visible cameras help prevent escalations.
Shoplifting Epidemic Persists
Britain grapples with 5.5 million recorded shoplifting incidents last year, resulting in nearly £400 million in detected losses. The BRC notes this figure, based on known thefts, understates the true scale as undetected losses remain high. Organized crime groups drive much of the theft, often “stealing to order” for pre-requested high-value items.
Dickinson explained: “And when challenged, offenders do not apologise and hand the items back. Serial thieves know when to run, when to threaten, and when to fight. That is why staff are routinely told not to put their own safety at risk.”
“Theft remains endemic: It is organised crime—they are stealing to order,” Dickinson emphasized.
Improving Police Response
Retailers report progress in police handling of retail crimes, with more businesses rating support as good or excellent. Initiatives like Operation Pegasus and the Retail Crime Action Plan foster closer collaboration between retailers, police, and government.
New Legislation Offers Hope
The upcoming Crime and Policing Bill promises key changes. It eliminates the £200 threshold for low-level theft, prompting firmer police action on shoplifting. The bill also creates a standalone offense for assaulting retail workers, ensuring better recording and harsher penalties.
Dickinson highlighted: “Creating a standalone offence for assaulting a retail worker sends a clear signal: abuse is not part of the job.”
Violence levels remain nearly four times higher than pre-pandemic, underscoring the urgency. Retail crime impacts customers through higher prices to offset security and replacement costs. Dickinson called for consistent enforcement and better policing to restore safety as a basic expectation for frontline workers.
