Preliminary results from nearly 2,000 retail staff across the UK show that in the last twelve months:
 

• 92% have experienced verbal abuse,
• 70% were threatened by a customer,
• 14% were assaulted.
• One in five victims have never reported an incident to their employer, including 5% who had been assaulted.

East of England voices from the frontline: These are some of the comments East of England shopworkers shared when responding to Usdaw’s survey:

Bedfordshire: “Been called a c*nt and told to f*ck off several times.” – “I often get belittling comments from customers about my young age.” – “Fists being shaken in face by elderly male.” – “Had needles and a knife pointed at me.”

Cambridgeshire: “Got in my face pushed and blocked me in.” – “Rammed by a customer’s trolley and told to get out of the way.” – “A mobility scooter deliberately driven into me once.” – “Told I’m useless, I can’t do my job, sworn at and spat at.”

Essex: “Had coins thrown in my face.” – “Swore at because some customers not wearing masks.” – “A lot of drunk people come in shop and think its ok to shout and swear at you.” – “Woman threatened to punch me as I refused an alcohol purchase.”

Hertfordshire: “I’m a delivery driver and had customers swear at me because of substitutions, members of the public throw things at my van.” - “Threatening to have me fired, customers who believe we’re beneath them, so they talk down to us.”

Norfolk: “Lots of abuse due to asking for ID.” – “Asking if they would mind wearing a mask, going berserk asking if I was a doctor??” – “Customer threw shopping at me as she didn’t like self-checkouts.” – “Threats to 'rip head off', find out where we live.”

Suffolk: “Threats are mostly about masks and Covid rules.” – “Banned customer threw a bag of coal at me and stormed out” – “Especially during the pandemic people deliberately coughing on us when offering them a mask!”

Paddy Lillis – Usdaw General Secretary says: “It is heart-breaking to hear these testimonies from East of England shopworkers who deserve far more respect than they receive. Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by shopworkers and demonstrate the need for a ‘protection of shopworkers’ law.

“It has been a terrible year for our members, with over 90% of shopworkers suffering abuse, more than two-thirds threatened and one in seven assaulted. We are saying loud and clear that enough is enough, abuse should never be part of the job. At a time when we should all be working together to get through this crisis, it is a disgrace that staff working to keep food on the shelves and the shop safe for customers are being abused. Action to protect shop workers is needed.

“Today a new protection of shopworkers law comes into force in Scotland, but we are deeply disappointed that the UK Government has continued to resist a similar measure in England, Wales and Northern Ireland. Retail staff across the UK have a crucial role in our communities and that role must be valued and respected, they deserve the protection of the law.

“This is a hugely important issue for our members. They are deeply concerned that the current high levels of abuse will become the norm, unless the Government takes urgent and meaningful action. Shopworkers are saying loud and clear that enough is enough. The Government has promised to bring forward an amendment to their flagship policing bill in the House of Lords and we urge them to keep their word.”

Notes for editors:

Usdaw (Union of Shop, Distributive and Allied Workers) is the UK's fifth biggest trade union with over 380,000 members. Most Usdaw members work in the retail sector, but the union also has many members in transport, distribution, food manufacturing, chemical industry and other trades.

Preliminary results of the Usdaw’s 2021 survey, based on 1,966 responses, show that in 2020 so far: 92.17% were verbally abused, 70.14% were threatened. 25.13% shopworkers had been assaulted during their career. 14.04% had been assaulted this year. The final results of the survey will be published in the New Year.

Usdaw summer campaign week, 22-29 August 2021: During the week, Usdaw members, reps and activists will be raising awareness of the year-round Freedom from Fear Campaign, talking to the public at street stalls to promote a message of ‘respect for shopworkers’ and running campaigns in workplaces.

Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Act 2021:
https://www.legislation.gov.uk/asp/2021/6

Usdaw’s Freedom from Fear Campaign seeks to prevent violence, threats and abuse against workers by engaging the public, shopworkers and the Government. www.usdaw.org.uk/Campaigns/Freedom-From-Fear

For Usdaw press releases visit: http://www.usdaw.org.uk/news and you can follow us on Twitter @UsdawUnion