Retail crime ‘spiralling out of control’

The survey reveals incidents of violence and abuse in 2023/24 climbed to more than 2,000 a day, up from 1,300 the year before. This is more than three times what it was in 2020, when there were just 455 incidents a day. Incidents included racial or sexual abuse, physical assault or threats with weapons.

There were 70 incidents a day which involved a weapon, more than double the previous year.

Losses from customer theft also reached a record high of more than £2 billion in 2023/24.

With the total number of incidents continuing to grow, and their nature becoming increasingly aggressive, satisfaction with the police remains low, with 61 per cent of respondents describing the police response to incidents as ‘poor’ or ‘very poor’. Of the remaining, 29 per cent rated the response as ‘fair’, a further six per cent said good, and three per cent described it as ‘excellent’, the first time in five years that any retailers have rated it as such.

Theft also reached an all-time high with more than 20 million incidents (over 55,000 a day) costing retailers £2.2 billion in 2023/24 (up from £1.8 billion the previous year).

According to the BRC, 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 the previous year, says the BRC.

“This takes the total cost of crime to an eye-watering £4.2 billion, up from £3.3 billion. And adds to the wider cost pressures retailers already face, further limiting investment and pushing up prices for customers everywhere,” it adds.

The Labour Government has pledged to address the rise in retail crime through stronger measures to tackle shoplifting and anti-social behavior, including removing the £200 threshold of ‘low level’ theft. It also announced in the King’s Speech it would introduce a standalone offence for assaulting a retail worker.

The BRC says retailers will be “looking closely” at the details of the Crime and Policing Bill to ensure that its protections apply to all customer-facing retail workers, from those behind the till to delivery drivers.

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 is 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 of retail crime 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.

“We have campaigned along with the BRC for substantial legislative measures to combat this growing problem and we are pleased that the Government will be introducing the Crime and Policing Bill, which will meet our aims. That is only part of the fightback against the criminals and we will continue to work closely with retailers to deliver respect for shop workers.”

Chris Brook-Carter, chief executive of retail industry charity the Retail Trust, said: “Almost half of 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 are now at breaking point.

“Retailers are taking the threat to their staff’s physical safety extremely seriously and more and more of them are working with the Retail Trust to reduce the terrible toll it is having on their people’s mental wellbeing. But stronger measures are clearly needed to prevent this criminal behaviour from happening in the first place.”

Superi9ntendent Patrick Holdaway, the lead for the National Business Crime Centre (NBCC), commented: “The figures in the BRC survey are deeply concerning particularly around incidents of violence and abuse towards retail workers. The policing response to retail crime is improving but we know more needs to be done.

“The Retail Crime Action Plan and the work of the NBCC and others to help implement the plan is starting to make a difference in terms of increased reporting and retailers providing digital evidence to police to aid investigations and bring offenders to justice.

“The NBCC’s National week of action held in October, saw thousands of officers’ target retail crime which resulted in over 750 arrests with many cases progressing through the courts.

“We will continue to work with retailers and policing to understand the challenges both are facing and provide support around crime prevention, gathering digital evidence and managing national campaigns to tackle retail crime together.”

Jason Towse, managing director, Business Services at Mitie, said: “The most recent data reveals the harsh truth about retail crime, highlighting the alarming fact that nearly half of retail workers now live in fear for their safety while at work.

“This fear of assault or abuse is unacceptable, and it is distressing to see its pervasive impact on security officers who strive to safeguard colleagues and customers within stores. 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 statistics from the BRC 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.”

He added: “The security industry, retailers, and law enforcement must remain united in the shared goal of creating safer retail environments and communities.

“Technology plays a crucial role in achieving this objective, as evidenced by the valuable footage captured by security officers using body-worn cameras and the formal data-sharing agreements established between retailers and the police. These tools and strategies are essential for apprehending offenders and ensuring that they face appropriate legal consequences.

“By harnessing advanced technology and implementing efficient processes, there is an opportunity to combat retail crime effectively.

“The recent introduction of new legislation aimed at protecting retail workers is just the starting point in this mission. I know that the security industry is dedicated to collaborating with retailers and law enforcement agencies to address crime, improve troubling statistics, and, most importantly, guarantee that our security and retail staff are not only respected but also provided with a secure work environment and access to the necessary justice.”