Violence and abuse against retail workers fell by a fifth to 1,600 incidences per day last year, but levels remain almost four times higher than pre-pandemic, according to new BRC data.
In its latest crime report, published today, the BRC welcomed the fall, which it attributed to more than £5bn spent by retailers over five years on CCTV, security staff and data systems, as well as better collaboration with police and government.
Police response ratings also improved, with 13% of retailers now ranking it as good or excellent, up from 9% the previous year.
The BRC has warned, however, that levels of retail crime remain “unacceptably high”. At 1,600 per day, incidents of violence and abuse are still the second highest on record and “far beyond” the 455 incidents per day before the Covid pandemic hit in 2019.
Incidents involving physical violence remained largely unchanged from last year, at 118 per day, which included 36 incidents involving a weapon.
Theft also remains a significant challenge for retailers, with 5.5 million detected incidents of shoplifting last year, costing retailers nearly £400m. Organised criminal gangs were increasingly targeting high-value, easily resold goods, exploiting the lack of consequences from law enforcement, the BRC said.
For the first time, the report also looks at the issue of delivery parcel theft, which cost retailers more than £100m last year.
The government has previously announced measures aimed at tackling retail crime. The Crime and Policing Bill will pass into law soon and retailers hope it will play a vital role in granting additional legal protections for retail workers and bringing down levels of theft.
The bill will introduce a standalone offence for assaulting a retail worker, which will increase sentencing and provide a stronger deterrent, as well as improve the visibility of violence against retail workers so police can allocate necessary resources.
It will also remove the £200 threshold for ‘low level’ theft, which is designed to send a strong message to offenders that all theft will not be tolerated.
Call for extended protections
The BRC said the bill should apply to all people working in customer-facing roles and is calling on the government to ensure that it extends its protections to delivery drivers.
“No one should go to work fearing for their safety, and we must redouble our efforts to bring these numbers much further down once and for all,” said BRC CEO Helen Dickinson.
“Theft remains a huge issue, with an increasingly concerning link to organised criminal gangs, who continue to systematically target one store after another, stealing tens of thousands of pounds worth of goods in one go.
“Retailers, the police and government must continue to work together, building on the great work done so far, focusing on consistent enforcement, better data and intelligence sharing, and targeted action against prolific offenders and organised gangs.”
Usdaw general secretary Joanne Thomas said: “The drop in violence and abuse is welcome news, but both Usdaw and BRC data shows that retail workers continue to face unacceptable levels of violence and abuse simply as a result of going to work.
“The 5.5 million incidents of shop theft are in no way a victimless crime, with Usdaw evidence showing that two-thirds of attacks on retail staff being triggered by theft or armed robbery.”
Retail Trust CEO Chris Brook-Carter said: “We hear from people every day who are so stressed and anxious that they’re afraid to go into work and are thinking of leaving their jobs. While any fall in violence and abuse is welcome, there are clearly still far too many retail workers being shouted at, threatened, and attacked.
“We must turn this hard-won progress into long-lasting change. The government and the police are treating this problem more seriously than ever before and more retailers are also working with the Retail Trust to protect their people and support anyone affected by abuse. The entire retail industry now need to step up and get behind these efforts if we’re to stand any chance of restoring respect to our high streets once and for all.”
Sean Lee, regional VP and general manager EMEA for Sensormatic Solutions, the sponsor of the report, said: “The reduction in levels of violence and abuse are a clear signal that co-ordinated efforts, across technology, strategy, and collaboration, are starting to make a difference.
“Technology is one of the most important tools we have to tackle retail crime, and the increased investment in this area looks to be paying off. Retailers are redesigning their loss‑prevention strategies, integrating connected technologies such as enhanced electronic article surveillance, video analytics, intelligent store‑monitoring platforms, and advanced reporting. The foundations for a more resilient retail environment are now firmly in place.
“Yet more must be done to protect our retail staff. By working together, and supported by intelligent technology, we can continue to build safer stores and a stronger future for retail.”
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