Retail violence and abuse increased over 50% to more than 2,000 incidents a day, the British Retail Consortium (BRC) reports. Losses from customer theft reached a record £2.2 billion in 2023/24 - despite retailers spending £1.8 billion on prevention methods.
In the BRC’s annual crime survey, released today, there are plenty of depressingly familiar figures.
The survey reveals incidents of violence and abuse over 2023/24 climbed to over 2,000 per day, up from 1,300 the year before. This is more than three times that of 2020, when there were just 455 a day. Incidents included racial or sexual abuse, physical assault or threats with weapons. There were 70 per day involving a weapon - more than double the previous year.
With numbers continuing to grow, and becoming increasingly aggressive, the report reveals satisfaction with the police remains low, with 61% of respondents describing their response as ‘poor’ or ‘very poor’. 29% ranked it ‘fair’, 6% said ‘good’, while just 3% described it as ‘excellent’, actually the first time in five years that any retailers have rated it as such.
Theft also reached an all-time high, the report says, with over 20 million incidents (over 55,000 per day) costing retailers £2.2 billion in 2023/24 (up from £1.8 billion the previous year). Many more incidents are linked to organised crime, with gangs systematically targeting stores across the country, stealing tens of thousands of pounds worth of goods and rotating around multiple stores.
Unsurprisingly, the amount spent on crime prevention is also at a record high, with retailers investing £1.8 billion on measures such as CCTV, more security personnel, anti-theft devices and body worn cameras, up from £1.2 billion. This takes the total cost of crime to an eye-watering £4.2 billion, up from £3.3 billion.
“We owe it to the three million hardworking people working in retail to bring the epidemic of crime to heel. No one should go to work in fear.”
Helen Dickinson, chief executive of the BRC, said: “Retail crime is spiralling out of control. People in retail have been spat on, racially abused and threatened with machetes. Every day this continues, criminals are getting bolder and more aggressive. We owe it to the three million hardworking people working in retail to bring the epidemic of crime to heel. No one should go to work in fear.
“With little faith in police attendance, it’s no wonder criminals feel they have licence to steal, threaten, assault and abuse. Retailers are spending more than ever before, but they cannot prevent crime alone. We need the police to respond to and handle every reported incident appropriately. We look forward to seeing crucial legislation to protect retail workers being put in place later this year. Only if the industry, Government and police work together, can we finally see this awful trend reverse.”
Paddy Lillis, general secretary of Usdaw, said: “The scale of the epidemic is laid bare in this shocking BRC report. Crime has a very direct impact on the viability of stores, as retailers go to increasing lengths and expense to make them secure and safe. Communities are blighted by anti-social behaviour and store closures. Staff are working in fear of the next incident of abuse, threats or violence.”
“Crime has a very direct impact on the viability of stores, as retailers go to increasing lengths and expense to make them secure and safe.”
Meanwhile, Chris Brook-Carter, chief executive of retail industry charity the Retail Trust, said: “Almost half the retail workers we’ve surveyed told us they currently fear for their safety and nearly two thirds are stressed and anxious going to work due to this unacceptable level of retail crime. People are contacting our helpline in their thousands to report horrifying incidents of abuse and violence and many say that they’re now at breaking point.
Jason Towse, managing director for business services at services provider Mitie, relected on the impact on security staff: “The data reveals the harsh truth about retail crime, and the alarming fact nearly half of retail workers now live in fear for their safety while at work. This fear is unacceptable, and it’s distressing to see its pervasive impact on security officers who strive to safeguard colleagues and customers.
“Disturbingly, security officers face injuries daily as they fulfil their duties, with a total of 968 incidents in 2024 resulting in physical harm to our security personnel. The latest statistics indicate a rise in assaults involving weapons, causing not only physical harm but also affecting mental well-being, leaving lasting scars that persist long after the physical injuries have healed.”
Katie Secretan, retail and sales director at Nisa, said: “The shocking figures released today aren’t just numbers, they reflect the tough reality independent shop owners are facing across the country. This is something we hear day after day from Nisa retailers.
“Without urgent action from law enforcement and policymakers, we risk losing some of these local businesses.”
“Unlike larger multiples, smaller businesses don’t have the security resources to rely on so they’re not only suffering from financial losses, they’re facing daily threats to the safety of themselves and staff. Without urgent action from law enforcement and policymakers, we risk losing some of these local businesses and entrepreneurs who form the backbone of our communities.”
Convenience Store will continue to bring you reaction to the survey as it comes in.
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