More than 100 senior business figures have called on the UK government to introduce a standalone criminal offence covering assaults on all public-facing workers, including transport staff, call centre agents, and hospitality employees. The move responds to a sharp rise in abuse and violent incidents targeting frontline staff, who play a vital role across the economy.
Rising Abuse of Frontline Workers Sparks Demand for Legal Reform
The Institute of Customer Service (ICS) recently reported a significant increase in hostile behaviour directed at customer service employees, with many considering leaving their roles due to aggressive and abusive interactions. In response, CEOs from major companies such as Nationwide and DPD have urged ministers to extend protections beyond retail workers, proposing that assaults against any public-facing worker be treated as a distinct criminal offence.
Currently, the Crime and Policing Bill, progressing through the UK Parliament, proposes making assaulting a retail worker a specific offence in England and Wales. This legislation would impose a maximum six-month prison sentence or an unlimited fine, accompanied by a criminal behaviour order (CBO) designed to prevent offenders from returning to the premises where the assault occurred. However, business leaders contend that restricting the new offence to retail staff overlooks the widespread nature of assaults across sectors like transport, hospitality, and customer support.
“The government must act now to enshrine vital protections for all our service workers; without action to create a strong deterrent, this problem will continue to grow,” the open letter from business leaders stated. The letter has been signed by more than 100 industry figures, reflecting growing concern about the impact of abuse on workforce retention and wellbeing.
Scope of the Problem: Data Reveals Worrying Trends
According to the ICS, approximately 60% of the UK workforce engage in some form of customer-facing role across diverse sectors including retail, transport, hospitality, and call centres. Their latest survey found that 43% of these workers had experienced some form of customer hostility in the prior six months a 20% increase compared to the previous year.
The findings also highlight the consequences of rising abuse: 37% of customer service employees have contemplated quitting their jobs due to aggressive customer behaviour. Additionally, 26% reported taking time off work as a direct result of such incidents. These figures underline not only a public safety issue but also a threat to business continuity and service quality across the country.
Phil Banks, a train manager for London North Eastern Railway (LNER), shared with the BBC his experience of confronting aggression during ticket checks.
“It’s not nice to be faced with something like that… you’ve got to try and keep yourself calm, which can be difficult when faced with that hostility,” Banks said. He added, “If people are being faced with such hostility on a day-to-day basis, I can understand why they would consider looking for something which is less public-facing. You shouldn’t have to put up with any kind of abuse.”
Government Response and Legal Framework
A spokesperson for the Home Office told the BBC: “It is a criminal offence to assault or threaten someone and we back the police to use their full range of powers to protect the public.” The spokesperson acknowledged the rise in abuse towards retail workers and defended the proposed offence in the Crime and Policing Bill, stating it “will provide the legal clarity needed to prosecute this vile crime effectively.”
Presently, assaults against people performing public functions are considered aggravating factors under an amendment made by the Police, Crime, Sentencing and Courts Act 2022. However, business leaders argue that this framework does not act as a sufficient deterrent, particularly in high-frequency public-facing roles where abuse is endemic.
The government has clarified the narrow definition of “retail worker” within the bill is designed to avoid ambiguity in legal proceedings; other customer-facing employees remain protected by general assault laws, but not via a dedicated offence targeted at the specific risks they face. Critics warn that this legal gap leaves many frontline roles vulnerable.
Wider Impact on Workforce and Public Services
Experts emphasise that increasing hostility toward frontline workers not only threatens individual wellbeing but poses broader risks to the UK economy and public services. The rising number of staff considering leaving customer-facing roles could exacerbate labour shortages in critical sectors, including transport and hospitality, which are essential to post-pandemic recovery.
Professor Helen Gibson, a labour market analyst at the University of Manchester, commented: “The sustained increase in assaults and abusive behaviour towards service workers risks destabilising vital sectors. Without robust legal protections and effective enforcement, businesses will struggle to recruit and retain staff necessary for smooth operations.”
Transport unions and advocacy groups have also echoed calls for enhanced safeguards. The Rail Delivery Group, representing train companies, has highlighted the surge in assaults on railway staff, advocating for urgent government action to ensure safe working environments on public transport.
Looking Ahead: Legislative and Social Implications
As the Crime and Policing Bill advances through Parliament, all eyes are on policymakers to determine whether the scope of the new assault offence will be broadened to encompass all customer-facing workers. An expanded law could signal a stronger government commitment to protecting frontline staff and addressing the root causes of increasingly aggressive consumer behaviour.
Meanwhile, businesses are encouraged to adopt complementary measures such as staff training, environmental design changes, and awareness campaigns to discourage abuse and foster respectful interactions.
The Home Office has pledged to monitor the impact of the new offence and police enforcement practices closely. However, if current trends continue unchecked, advocates warn the problem of workplace violence and abuse may intensify, further threatening service delivery and worker wellbeing across the UK.
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