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Abuse of Customer-facing Workers
17 June 2026
Lead MP
Chris Evans
Islwyn
Lab
Responding Minister
Sarah Jones
Tags
Policing & ResourcesCrime & Law EnforcementEmployment
Word Count: 8833
Other Contributors: 12
At a Glance
Chris Evans raised concerns about abuse of customer-facing workers in Westminster Hall. A government minister responded.
Key Requests to Government:
The Minister should explain how success will be measured regarding new measures introduced by the Crime and Policing Act 2026, especially the decline in retail violence and abuse reported by the British Retail Consortium. The Government needs to support police forces effectively and prioritise retail crime to protect workers.
How the Debate Unfolded
MPs spoke in turn to share their views and ask questions. Here's what each person said:
Lead Contributor
The retail sector faces appalling levels of aggression, harassment and violence. According to the British Retail Consortium, 1,600 incidents occur daily in the UK, with 118 involving physical violence and 36 involving weapons. Workers fear for their safety at home after experiencing threats or attacks during work hours.
Adam Dance
Con
Yeovil
Staff at St Michael's Co-operative in Yeovil have reported over 100 incidents of shoplifting weekly to the police, but rural areas lack sufficient police presence. More funding is needed for rural police forces.
Redditch
USDAW members in Redditch have lost many staff who were forced out of work due to abuse experiences. There is a need for better workplace protection as these places are also home and community.
Danny Beales
Con
Newcastle-under-Lyme
In Newcastle-under-Lyme, GP receptionists face weekly incidents of racial abuse and window damage from disgruntled patients. There has been a cultural shift in acceptable behaviour towards public-facing roles, leading to serious attacks on staff. Calls for alternative forms of punishment and deterrence, such as banning orders from town centres or transport systems to prevent persistent offenders from committing further offences.
David Duguid
Con
Sherwood
The hon. Member is correct that low-level crimes like shoplifting can lead to larger societal problems if not addressed seriously, especially in rural areas where the closure of a local shop could have significant consequences.
Gordon McKee
SNP
Eastwood
In Muirend, there is a strong link between shoplifting and abuse or physical violence against supermarket workers. A coordinated approach involving the UK Government, Scottish Government, and police is necessary to tackle retail-related crime.
Jacob Collier
Lab
North West Leicestershire
Describes personal encounters with retail workers who have faced verbal and physical abuse, emphasizing the need for stricter penalties and wider protection. Acknowledges the impact of the Crime and Policing Act but notes that it did not cover all forms of customer-facing roles.
Jayne Kirkham
Con
Falmouth and Camborne
In Falmouth and Truro, there is a significant issue of abuse towards shop workers linked to shoplifting. The police will now arrest individuals even if the stolen items are worth less than £200.
Jim Shannon
DUP
Strangford
Described the systematic rise of retail crime and abuse against customer-facing workers in Northern Ireland, citing Retailers Against Crime figures showing a 33% year-on-year surge in shoplifting and a 45% increase in financial losses. He also mentioned that nearly one in five shop workers in Northern Ireland suffered physical attacks over a single 12-month period.
Josh Babarinde
Lab
West Ham
Highlights the specific vulnerability of domestic abuse survivors working in retail due to their perpetrators knowing where they work. Asks if the government needs to provide further protections for such individuals.
Katie Lam
Cons
Streatham
Ms Lam highlighted the distressing abuse faced by customer-facing workers and linked it to an increase in petty crimes such as shoplifting. She cited a survey indicating that 70% of abusive incidents towards retail staff were triggered by shoplifting, with two-thirds related to drug addiction or suspected drug addiction.
Sarah Olney
Lib Dem
Richmond Park
Sarah Olney highlighted the unacceptable abuse of customer-facing workers and supported measures in the Crime and Policing Act 2026. She noted a decline in police numbers, with Richmond Park experiencing a lack of front counter presence and increased operational challenges for local forces due to reduced resources. She also pointed out that shoplifting has risen by 48% over five years, causing significant issues for shops and their staff members.
Tom Gordon
Con
Harrogate and Knaresborough
Committed to supporting town centres in Harrogate, highlighting the work of organisations like the Harrogate business improvement district, which has recently hired a business crime officer. Supports beefing up police powers through public spaces protection orders to better address abuse in customer-facing roles, particularly from intoxicated individuals. Mr Gordon commended the Minister for her work and inquired about the support provided to organisations such as Victim Support. He also raised concerns about the prevalence of filming customer-facing workers on social media for content, asking the Minister's thoughts on addressing this issue.
Government Response
Sarah Jones
Government Response
Acknowledged the importance of the debate on shop worker abuse and praised colleagues for their contributions. Stated that the new law sends a clear message against such behaviour. Highlighted a 30% rise in shop theft before the government's term but noted a 1% fall in the past year, indicating progress despite ongoing challenges. Announced £75 million funding for PoliceAI to tackle retail crime using AI technology and discussed plans to target prolific offenders through support services and stricter interventions like orders and tagging. Emphasised that if the provision proves effective, it may be extended to other workers such as transport or banking staff.
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About Westminster Hall Debates
Westminster Hall debates are a chance for MPs to raise important issues affecting their constituents and get a response from a government minister. Unlike Prime Minister's Questions, these debates are more in-depth and collaborative. The MP who secured the debate speaks first, other MPs can contribute, and a minister responds with the government's position.