Retail workers are on the frontlines of our economy, ensuring essential goods and services are accessible to all.
However, in recent years, the retail sector has seen a sharp rise in workplace violence, abuse, and injury. With incidents of customer aggression and theft on the rise, it’s critical for employers to understand their responsibilities under the Worker Protection Act 2023 and how they can safeguard their employees.
The Problem: Rising Crime and Abuse in Retail
Retailers across the UK face an escalating crisis of crime and abuse. According to the British Retail Consortium’s (BRC) annual crime survey, violent incidents against retail workers surged significantly in recent years, with more than 850 incidents of abuse or violence reported daily.
Employees in this sector endure threats, verbal abuse, and physical harm, often while being overworked and under-supported. These hostile environments not only compromise worker safety but also lead to:
High employee turnover: Staff leave due to stress and fear.
Mental health challenges: Anxiety, PTSD, and burnout become prevalent.
Operational disruptions: Increased absenteeism and reduced morale.
The need for robust legal protections and proactive employer action has never been greater.

The Worker Protection Act: What Is It?
The Worker Protection Act 2023 (WPA) strengthens employers’ duties to prevent abuse, harassment, and injuries in the workplace. Designed to complement existing health and safety regulations, the WPA is particularly relevant to high-risk sectors like retail, where interactions with the public are frequent and unpredictable.
Key provisions of the Act include:
Third-Party Harassment Protections: Employers must take reasonable steps to prevent harassment or abuse by customers or other third parties.
Enhanced Reporting Mechanisms: Employees must have access to clear and effective systems for reporting abuse and unsafe conditions.
Emphasis on Prevention: Employers must implement measures to reduce risks, including training, security enhancements, and effective workplace policies.
The WPA aligns with existing laws such as the Health and Safety at Work Act 1974 and the Equality Act 2010, reinforcing employers’ obligations to ensure a safe and supportive workplace.
For more details, refer to the government’s official page on worker protections: Worker Protection Act 2023 – GOV.UK.
How Employers Can Protect Their Workforce
Retail employers have a legal and ethical duty to safeguard their employees. Proactively addressing workplace abuse and injury is not only a compliance issue but also critical for maintaining staff wellbeing and operational efficiency. Here’s how retailers can meet their responsibilities under the WPA:
Conduct Risk Assessments:
Evaluate the risks of abuse, harassment, or injury specific to your workplace.
Regularly review these assessments to adapt to emerging threats.
Implement Preventative Measures:
Install Security Systems: Use CCTV, panic alarms, and visible security personnel to deter crime.
Display Zero-Tolerance Policies: Place signage in-store to communicate that abuse of staff will not be tolerated.
Adopt Technology: Introduce cashless payment systems to minimise robbery risks.
Provide Employee Training:
Train staff on de-escalation techniques and how to handle abusive customers.
Ensure all employees are aware of reporting mechanisms and support systems.
Support Victims:
Offer counselling and mental health support for employees affected by abuse.
Provide flexible working arrangements or temporary adjustments for staff recovering from traumatic incidents.
Collaborate with Law Enforcement:
Establish strong communication with local police to address crime hotspots.
Encourage reporting of serious incidents to ensure perpetrators face the consequences.
Consequences for Employers Who Fail to Act
Non-compliance with the Worker Protection Act can have severe consequences for employers, including:
Legal Repercussions:
Employers who fail to take reasonable steps to prevent abuse or injury may face legal claims for negligence or breaches of duty.
Regulatory bodies such as the Health and Safety Executive (HSE) can impose fines and enforcement actions.
Reputational Damage:
Businesses seen as unsafe or unsupportive to staff risk public backlash and loss of consumer trust.
Operational Costs:
High staff turnover, absenteeism, and recruitment challenges increase costs and disrupt operations.
A Shared Responsibility
Protecting retail workers is a shared responsibility between employers, employees, and the wider community. By fostering a culture of safety, respect, and accountability, retailers can create environments where staff feel valued and secure.
For more information on how to ensure compliance with the Worker Protection Act, visit HSE – Protecting Workers or Equality and Human Rights Commission.
By prioritising worker protection, retailers not only meet their legal obligations but also build resilient, thriving workplaces that benefit everyone involved.
At New World Norm (NWN), we understand the complexities and challenges posed by emerging threats. Our team of certified risk management consultants in London, Birmingham, Manchester, and across the UK are here to help you navigate these risks with confidence. From operational risk management consulting to loss prevention and business continuity solutions, we offer comprehensive services tailored to your needs.
Contact us today to learn how we can help protect your business and personal security from the evolving threat landscape. Let’s work together to ensure a secure and resilient future.