Violence and Abuse towards the Retail Workforce

Jeff Smith Excerpts

Tuesday 5th December 2023 Westminster Hall

[Jeff Smith (Manchester, Withington) (Lab)]

I refer to my entry in the Register of Members’ Financial Interests, as a proud member of the USDAW trade union.

Everybody deserves to be treated with respect and fairness at work. Nobody should have to carry out their job in fear of receiving verbal or physical abuse, but sadly that is becoming the reality for many of our retail workers. Abuse of and attacks on shop workers have doubled since 2019. In an excellent opening speech, my hon. Friend the Member for Blaydon (Liz Twist) set out the statistics: two thirds of USDAW members working in retail suffer abuse from customers, there has been a 25% increase in shoplifting in the past year, and the British Retail Consortium reports that there are 850 incidents of violence or abuse against shop workers every single day. Those figures are shocking.

Having to deal with violence and abuse at work has a far-reaching impact beyond the incident itself: there is the stress, anxiety and potential for injury, but there are also mental health issues down the line. I have been a supporter of USDAW’s Respect for Shopworkers Week and the Freedom from Fear campaign that it has run for many years. I congratulate USDAW on those campaigns. Like my hon. Friend, I visited a number of stores as part of the Respect for Shopworkers Week a couple of weeks ago.

I have been engaging on this issue for a number of years. I remember having a meeting a few years ago with retailers in Didsbury, in my constituency, to talk about the problem of gangs going from store to store shoplifting and how difficult that was to address. They set up WhatsApp groups and communication between the various stores and tried to contact the police, but the problem is difficult to resolve without some kind of offence that makes it easier to take action against the people perpetrating the crimes.

That was a problem in Didsbury, and I met trade unions, shop people and the police some time ago. It has eased off a little there, but in my constituency, as in many constituencies, there is a problem across the retail sector. A couple of years ago, I noticed that the shop assistants in my local Co-op, in Withington, were wearing headsets. I asked one of the staff what that was about, and he said, “We’ve had so much abuse and so many people giving us a hard time that we have to be able to communicate with one another and talk to the manager in the back.” The Co-op has done that in Withington and in a number of other stores. I spoke to staff in Tesco last week, I think, and it is doing a similar thing, improving its communications and the support it gives its staff. That is commendable—it is a good thing—but it should not be necessary.

Stores are doing what they can, but retailers often say the problem is that, when they report shoplifting, nothing happens. That is partly to do with the reduced numbers of PCSOs and police staff on the streets and in our district centres in recent years, with town centre patrols being cut. Perpetrators are also rarely sent to court, as charge numbers have plummeted. As my hon. Friend the Member for Blaydon said, fixed penalty notices for shop thefts of under £200 have led to fewer crimes being investigated and prosecuted. A significant proportion of retail crime is thought to be linked to drug addiction, but—as my hon. Friend also pointed out—drug treatment services have been cut.

Seeing fewer uniformed officers patrolling shopping centres and other areas gives criminals more confidence, which I think is a key factor in the increase in retail crime. It is really disappointing that Conservative MPs have repeatedly voted down a protection of workers law—one already exists in Scotland—and that there was nothing in the King’s Speech to tackle the epidemic of abuse against retail workers.

In the run-up to Christmas, the pressure on shop workers is likely to ramp up even more. It is a busy and stressful time, and it is essential that customers treat these valued retail staff with respect. However, more than that, we need legislation and proper police resourcing. Labour’s community policing guarantee will put the police back in our town centres and neighbourhoods, making high streets safe again, with increased patrols and 13,000 more neighbourhood police and PCSOs on the streets. Labour would introduce a new protection of workers law, making violence, threats and abuse against retail workers a specific offence, with tougher sentences. That would make it simpler for the police to take action. It would also send a clear message from Parliament to the police and the public that this issue is being taken seriously and that we will not tolerate the abuse of retail workers.

That measure is backed by USDAW, of course. It is also backed by the Co-op, Tesco, the British Retail Consortium and lots of small convenience stores. There have been numerous opportunities to back the measure in Parliament, but time after time it has been voted down. I just make this request to the Minister and Government Members: I really hope that, in the face of the overwhelming evidence and testimony from retail workers and the retail sector, the Government will think again and introduce a specific offence of abuse and threats against shop workers, because if this Government will not, the next Labour Government will.