Abuse of Customer-facing Workers

Jim Shannon Excerpts

Wednesday 17th June 2026 Westminster Hall

[Jim Shannon (Strangford) (DUP)]

It is a pleasure to speak under your chairship, Mrs Hobhouse. I thank the hon. Member for Caerphilly (Chris Evans) for telling us the stories of this issue with passion, belief and conviction, as he so often does. He brought them to our attention capably today. It is always a pleasure to come along and support him. Indeed, I always do because he brings issues to the Chamber that are pertinent to me, which I will explain in relation to my constituency. It is a pleasure to see the Minister in her place—she is back as well. The shadow Minister, the hon. Member for Weald of Kent (Katie Lam), is also here again. It is almost like “Groundhog Day”, only with a different subject. We wake up at 6 o’clock when the alarm goes off, but I digress.

I always give a Northern Ireland perspective, as that is my duty here on behalf of my constituents in Strangford. When we talk about the rise of retail crime and abuse against customer-facing workers in Northern Ireland, we are talking not about isolated incidents but about a systematic, daily onslaught against our high streets. I am sad to say it is at that level in my constituency.

The latest figures from Retailers Against Crime expose the terrifying scale of the problem. Shoplifting in Northern Ireland has surged by a staggering 33% year on year. Let us be clear: this is not petty theft, but highly organised, aggressive criminal behaviour that has caused retail financial losses to skyrocket by some 45%. Far worse, it is not just a financial toll; there is a devastating human cost, as the hon. Member for Redditch (Chris Bloore) said. That cost is the people who never thought that they would ever be threatened at their place of work, who probably know everybody in the community and who suddenly find themselves being threatened, traumatised and unable to cope. They never envisaged that as part of their job.

The retail union USDAW has revealed the deeply alarming statistic that 18% of shop workers in Northern Ireland suffered a direct physical attack over a single 12-month period. That means that nearly one in five workers went to do their job and ended up being physically assaulted. That is why this debate is incredibly helpful for our constituents and for those who want change and protection for shop workers.

My son Jamie, my eldest boy, was the manager of Shop 4 U on Newtownards High Street. He left that job some five years ago, but at that time he was the manager. It is a very big shop with an off-licence at the end of it. One night, as so often happened at that time, a guy came in, probably high on drugs. He had a knife in his hand and threatened Jamie. Jamie was right to step back and say, “Look, you go ahead.” Why would someone throw themselves in front of somebody with a knife who is perhaps unable to understand their pleas, or who is aggressive enough to ignore those pleas, whatever they may be? Why would someone do that if it is only for a bottle of whisky or gin or a dozen beers? A life is worth more than that. On that occasion they had CCTV in the shop, so they were able to chase up the individual and see where they came from.

My point is that the traumatic effect that that has on people will differ from person to person, character to character and personality to personality. Jamie was probably able to get over it because he is a strong young man. Somebody else who is threatened by a person with a knife may not be able to get over it. What about the ladies in the shop, for instance? What if Jamie had not been there as the manager of the store? I often think of how they would have responded. We look back at those things.

Furthermore, some 60% of all violent incidents, threats and verbal tirades directed at local shop staff are triggered by confronting shoplifters. Physical abuse is one thing, but verbal abuse can be almost as terrifying because of the aggression behind it. Our retail staff have been forced on to the frontline. It used to be a case of, “Let’s go and do me six hours, four hours, eight hours in the shop and fill the shelves, speak to the people, look after the customers.” But now they get threatened and, all of a sudden, their job is not the job they signed up for. They face everything from physical intimidation to the terrifying threat of ammonia and acid attacks. Bleach is used against them as well.

Our official Police Service of Northern Ireland data shows an overall decrease of 2.3% in standard police logs, which tells us a dangerous truth. It is one that the hon. Member for Caerphilly mentioned and he is right. That is also my perception in my constituency. It proves there is a massive under-reporting gap: every verbal or physical attack on a shop worker might not be reported to the police. If it is reported to the police, is there a reaction? That is what the hon. Gentleman referred to. Shop workers endure verbal abuse and threats every single day, but they do not report it because they feel the system has abandoned them. If they feel the system has abandoned them, the system has to change.

We cannot look at the numbers and do nothing. Our independent shops have been forced to absorb a massive crime tax just to pay for security. I am the oldest person in this Chamber—I suspect by far—and I can remember going to the shops down the road and there was not a security man in the shop. There was never any need to have a security person in the shop. There was no need for CCTV cameras. A police van was always available, by the way. It was never too far away. It was always on the beat, but things have changed.

[Tom Gordon (Harrogate and Knaresborough) (LD)]

I wonder whether the hon. Gentleman will join me in commending the work that organisations such as the Harrogate business improvement district do to support the town centre in Harrogate. It has recently hired a business crime officer who has 30 years’ experience in policing. Having organisations that connect the shops, the town centre, the police and the council, keeping everyone looped together, adds real value to our communities. It helps keep them safe and reduces crime and threats to shop workers.

[Jim Shannon]

The hon. Gentleman always brings something pertinent to the debate, so I thank him for that. That is a positive step forward and probably one of the things that the Minister will respond to when she concludes.

We are talking about absorbing a crime tax just to pay for security when staff live in fear. They need to know that abuse is not acceptable, whether they are paid a minimum wage or £1 million a year. A job should never determine the abuse that someone has. We need to make that point very clear today.

Again, I thank the hon. Member for Caerphilly for securing the debate. I look forward to the Minister’s contribution and to the contributions of the two shadow spokespersons and the speakers who follow me.