London retail workers are experiencing alarming rates of abuse, threats, and violence according to a new survey released today by retail trade union Usdaw. The findings reveal that incidents against shop workers in the capital are significantly higher than the national average, with violence remaining at double pre-pandemic levels.
The survey of 390 London retail staff paints a disturbing picture of the challenges faced by frontline workers in the retail sector. Over the past twelve months, 83% of London retail workers reported experiencing verbal abuse, compared to the national average of 77%. Even more concerning, 68% of London workers were threatened by customers – significantly higher than the national figure of 53%. Perhaps most alarming is that 17% of London retail staff reported being physically assaulted, compared to 10% nationally.
“I Was Threatened With Sharp Objects”
London shop workers shared harrowing accounts of their experiences when responding to the survey. One worker described being violently targeted after refusing to sell alcohol to an intoxicated customer: “I refused to sell alcohol since the customer was already drunk. Customer was very violent and threw the bottle on the floor.”
Another revealed the disturbing threats they’ve received: “Threatened with sharp objects and wine or beer bottles. Threaten that I will be beaten up when I come out of work.”
The survey revealed that many incidents occur when staff are performing their legal duty to prevent underage sales or when dealing with shoplifters. One respondent reported: “Shoplifter very violent towards me,” while another shared: “I’ve had racist verbal abuse, but not physical. My manager was punched unconscious by a customer who was stealing.”
These incidents reflect a broader trend in what Usdaw describes as an “epidemic of retail crime” affecting stores across London and the UK.
New Legislation on the Horizon
Paddy Lillis, Usdaw General Secretary, expressed his concern about the findings: “London retail workers are suffering above-average incidents of violence, abuse and threats. No-one should feel afraid to go to work, but our evidence shows that too many retail workers are.”
Lillis welcomed the Government’s introduction of the Crime and Policing Bill in the House of Commons, which contains measures to address these issues in England and Wales. The bill proposes specific legal protection for retail workers, the elimination of the £200 threshold for prosecuting shoplifters, and the introduction of Respect Orders.
“We now look forward to a much-needed protection of retail workers’ law,” Lillis said. “We will review the details for the provisions and look forward to engaging with the Government as the Bill goes through Parliament, with the first debate and vote due to take place on Monday 10 March.”
The bill is scheduled for its first debate and vote on March 10, 2025, and Usdaw hopes these measures will provide retail workers with the protection and respect they deserve.
A Growing Problem
Usdaw, which represents around 360,000 members and is one of the fastest-growing unions in the UK, has long campaigned on this issue through its Freedom from Fear Campaign. The campaign seeks to prevent violence, threats, and abuse against workers by engaging the public, shop workers, and the Government.
The full report from Usdaw’s survey is available on their website, and provides additional statistics and insights into the challenges faced by retail workers across the UK.
As incidents continue to rise, the spotlight is now on lawmakers to deliver meaningful protection for those who serve the public daily in increasingly challenging circumstances.
For more information about Usdaw’s Freedom from Fear Campaign, visit www.usdaw.org.uk/Campaigns/Freedom-From-Fear.
