Crime and Policing Bill

Baroness Harding of Winscombe Excerpts

Wednesday 4th March 2026 Lords Chamber

If my noble friend is unable to agree to amend the Bill in line with the amendments, will he at least agree to setting up working groups in public transport and other public-facing sectors, in line with the approach taken in Scotland, to examine how measures to protect workers from violence can be improved, including through new legislation? The situation is indeed desperate.

[Baroness Harding of Winscombe (Con)]

My Lords, given the hour, I shall be brief. I support my noble friend Lady Stowell in the two amendments that she has so ably introduced, and I have been delighted to add my name to both of them.

I have worked all my life in consumer services: for 20-odd years in retailing, but then in telecoms and in the National Health Service, and, today, in hospitality—in horse racing. I should declare my interest as the chair or senior steward of the Jockey Club, given that we have the Cheltenham Festival next week, where we will have thousands of people in front-line, consumer-facing service roles at the racecourse.

I have not engaged in the Bill until this stage, so I apologise for that, but I am speaking to and have put my name to these amendments because I am bemused by the Government’s failure to support public-facing workers in all these other industries. I grew up in retailing and I love retailing, but if you have ever sat in a GP surgery with a receptionist, as I have, and watched them do their job, you will know that it is no different from being at the customer service desk at Tesco, which I have also done, dealing with the ups and downs of everyday life with the customers, the consumers, the citizens you are serving. We should be protecting them and treating them in exactly the same way. As the noble Lord, Lord Hendy, has said, that is true for transport, finance, telecoms, energy and water. We should not exclude the hundreds of thousands, millions, of people who provide us with these essential services. We learned during Covid how important these essential front-line, customer service-facing roles are, and it breaks my heart, five years after the pandemic, to see a Government who say they support working people not supporting many front-line working people.

It is not just front-line working people who want us to protect them; their bosses do too. The CEOs of businesses in all the sectors I have just mentioned know that it is good business to protect them. Some 42% of front-line workers, according to the Institute of Customer Service, have experienced abuse in the last six months, as my noble friend Lady Stowell has said; 37% say they have considered leaving their role because of that hostility; and more than 25% have taken sick leave as a result. That costs productivity in our public services and it costs economic growth in our private sector. The chief executives of all these organisations know that, and they want us to make sure that we treat all those workers with the same respect that the Bill, at the moment, treats retail workers only, which is why I support these amendments.

[Lord Hogan-Howe (CB)]

My Lords, I have added my name to this amendment because it is trying to achieve consistency in law. At the moment, the law protects a retail worker more, when in fact those who provide services are doing exactly the same thing. Broadly, they deal with the public and they are trying to get rules enforced. They are just trying to make sure that things work well.

My reading of the present advice on providing protection to retail workers is that they are protected if they provide goods, but not if they provide services. The consequence of that is that people who, for example, work in betting shops, theatres and cinemas do not receive the same protection that they would receive if they were providing that same retail worker service and also providing goods, and that seems inconsistent. Then there is the further group of workers that the noble Lord, Lord Hendy, referred to: people who work in transport, such as taxi drivers. All of them face people who are often affected by drink or drugs, for example, and have to challenge bad behaviour, but they do not receive this protection. That seems odd. I find it odd that the Government do not want to protect that group of workers in the same way. For reasons of consistency, and because the workers I have described—those who work in betting offices, for example, where you get some pretty bad behaviour at times—deserve that protection, they ought to be included.

My final point is that although the present legislation excludes wholesale workers—should I name the companies? Perhaps not—you only get access to some of these wholesale or, I would say, retail sites by joining a club; you do not pay any money. I think we all know the ones I am talking about, where you get access to better prices merely by joining the club. Apparently, that is not retail. I think it is pretty much like retail. They still get bad behaviour on these sites. For all those reasons, I think this amendment regarding public-facing workers is a good idea and I encourage the Government to support it for the sake of consistency for those who provide services to us.