Research shows number of violence and abuse suffered by retail workers has fallen thanks to use of technology and focus by police
Shop workers suffered an average of 1,600 incidents of violence and abuse every day year, latest figures have revealed.
While shockingly high, the number was around a fifth lower than in 2024, according to trade body the British Retail Consortium, which warned it remained “endemic.”
It says the drop reflects years of investment by retailers in CCTV, security staff and other measures, along with an improved response from the police. According to the BRC, 13% of retailers rated the police response to incidents as good, or excellent, up from just 9% in the previous year’s report.
READ MORE: Shoplifting at all time high as gangs drive hundreds of miles to ransack shelves
At 1,600 per day, the tally for incidents of violence and abuse is still the second highest on record and far above the 455 incidents per day before the pandemic. Of particular concern, incidents involving physical violence remained largely unchanged from last year, at 118 per day, and there were on average 36 incidents per day involving a weapon.
Theft is also costing retailers huge sums of money. According to the BRC, there were 5.5 million detected incidents of shoplifting last year, costing retailers nearly £400 million. With many incidents going undetected, the true cost is likely to be much higher, it says.
The BRC says organised criminal gangs are increasingly targeting high-value, easily resold goods. Meanwhile, delivery parcel theft is estimated to have cost retailers more than £100 million last year.
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Helen Dickinson, BRC chief executive, said: “This drop in violence and abuse has been hard won, but the job is far from done as numbers of incidents remain almost four times pre pandemic levels. Violence remains endemic. 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.”
She went on: “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.”
Joanne Thomas, general secretary of shopworkers’ union Usdaw, 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.
“Having to deal with repeated and persistent offences can cause issues beyond the theft itself, like anxiety, fear and physical harm to retail workers. “We have campaigned, along with many retail employers, for substantial legislative measures to combat this growing problem and we are pleased that the government has introduced the Crime and Policing Bill which includes a much-needed protection of retail workers’ law. This bill sends a clear message that the era of criminals acting with impunity is over.”
Sean Lee, from Sensormatic Solutions, which sponsored the report, said: “The reduction in levels of violence and abuse are a clear signal that coordinated 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.”
