Retail crime: “You shouldn’t feel like you have to lock the door”

The 2024 BRC Crime Survey outlined how UK retail workers experienced 1300 daily incidents of violence or abuse – a 43% increase on the previous year.

Daily experiences of violence and abuse are now three times as high as before the pandemic, according to BRC data.

The survey also revealed “unprecedented” levels of shoplifting in the UK, with 16.7 million incidents of customer theft – more than double the previous reporting period’s tally.

The practice perspective

Edwards & Walker Opticians in Doncaster introduced a locked door policy in August 2024 after two men grabbed sunglasses from the window display while a third man distracted staff by asking to book an appointment.

Optometrist and practice director, Dr Pretty Basra, shared with OT that the waiting area was full of patients at the time and there were four staff on the shop floor.

Basra described the incident as “the straw that broke the camel’s back.”

“We had to think about how we protect our staff and patients,” she said.

The optometrist shared that the raid was not the first time that the practice was targeted.

“I have had a couple of occasions where someone has taken products in front of me and I have asked for it back,” Basra said.

“That in itself is not a great situation to be in because you have to have to weigh up whether this is worth potentially putting yourself in danger for,” she emphasised.

The locked door policy was introduced immediately following the raid, with a wireless doorbell installed two weeks after the incident.

You shouldn't feel like you have to lock the door whilst you're at work just to be safe

Basra shared that the ability to manage who is coming in and out of the shop has made staff feel much safer.

However, the enhanced security measure creates a potential barrier for new customers entering the practice.

“The locked door policy can mean the difference between whether someone comes in and buys glasses or whether they keep on walking and go somewhere else,” Basra shared.

A neighbouring vintage shop and a nearby optometry practice have also introduced locked door policies in response to security concerns.

Basra observed that the High Street was already struggling to attract foot traffic before the introduction of additional security measures.

“You shouldn't feel like you have to lock the door whilst you're at work just to be safe,” she said.

While retail theft takes a financial toll on the practice, Basra shared that protecting the wellbeing of her staff and patients is her key priority.

“Products are replaceable. You can always get new glasses,” she highlighted.

Targeted twice in a week

In mid-December 2024, MS Kalsi Opticians reported a theft to the police after the assailant pushed the receptionist on their way out of the practice.

“It’s that time of the year again,” optometrist, Parvir Kalsi, told OT.

The previous year, the family-run Banstead practice introduced additional security measures after the business was targeted twice in one week.

In May 2023, Kalsi received a notification on his phone triggered by the glass being smashed at his practice.

“When I went on the security cameras to have a look, I could see people trying to smash the door in,” he said.

Although the burglars were unsuccessful in entering the practice, the bespoke wooden practice door was destroyed.

Two days later, £2000 worth of designer glasses were stolen during a daytime raid. Kalsi told OT that he was not in the practice at the time.

“My sister was with a client doing a dispense and my mum was at the reception desk,” he recalled.

“Four guys ran in and took everything from the window displays,” Kalsi shared.

Following the break in and raid, Kalsi installed shutters and a new door that allows staff to control who enters the practice at a cost of around £7000.

The incidents also prompted the Banstead practice, and a second family-owned practice in Surbiton, to operate with a locked door policy.

Kalsi shared that while he feels more relaxed now the security door is in place, it is disheartening that these measures are necessary.

“It is a downer when you work so hard. We shouldn’t have to do these things. We used to be a practice where everyone could just walk in,” he said.

Kalsi highlighted that there has been an increase in crime since the family first established their Surbiton practice in the 1980s, with the Banstead practice following six years ago.

“My dad never really had any thefts in 30-odd years. It has only been in the past two to three years that we have seen a massive increase,” he said.

Kalsi told OT that there are regular reports of retail crime in a ShopWatch forum established by local businesses.

“Every day there is something going on. It’s not just the opticians but all the shops,” he said.

What has changed is the organised nature of shoplifting. There is a whole business network

Enforcement challenges

Among some businesses within Banstead there is frustration about a lack of enforcement when it comes to retail crime. Kalsi told OT that businesses sometimes received requests from police to provide private CCTV footage due to inadequacies in council-funded CCTV.

“They will come to us if something has happened down the street, and say ‘have you got footage of what happened?’,” Kalsi shared.

A petition to the Reigate & Banstead Borough Council in January 2025 to reinstate monitored CCTV cameras in town centres received 425 signatures.

“Relying on private businesses and individuals to record and capture images and video in our town centres is not right,” the petition emphasised.

When approached by OT, a spokesperson for Reigate & Banstead Borough Council clarified that public realm CCTV does currently operate on Banstead High Street and police can access these images if an incident occurs.

However, further questioning revealed that police only accessed public realm CCTV relating to Banstead on four occasions between January and November 2024.

Council leader, Richard Biggs, confirmed that the council has agreed to upgrade at least 22 public realm CCTV cameras across the borough in 2025.

He highlighted that data from police suggested having cameras in additional locations could be beneficial for public safety.

“The new cameras, which record high quality images, will better support the police with their evidence gathering. Out-of-date cameras will be decommissioned and the only locations where they won’t be replaced are those well covered by alternative privately-owned cameras, or where images were rarely used,” he said.

Prioritising safety

Specsavers head central operations retail, Jenni West, acknowledged the impact that shoplifting can have on staff.

“Their safety is the absolute priority for Specsavers when it comes to such incidents,” she said.

West shared that staff should only attempt to engage with a potential shoplifter if it is safe to do so and they are confident with the situation.

“Approaching and offering help, such as advice on a purchase, can be ways of disrupting any attempts at shoplifting,” she said.

Strategies to prevent theft from Specsavers practices include always having a presence on the practice floor and providing training on how to spot shoplifters.

“Our colleagues are also among the most important and effective defences against shoplifters – and they are provided with advice on how to deter theft from their practices,” West said.

Calling for change

BRC communications executive, Guy Leman, shared with OT that the BRC would like to see more protection offered to retail workers.

“Retailers are investing record amounts of money to protect their workers. It is now time for police and the government to step up,” he emphasised.

He highlighted that a lack of enforcement has led to an increase in shoplifting gangs that steal high value items from retailers before selling those items on.

“What has changed is the organised nature of shoplifting. There is a whole business network,” Leman observed.

He shared that members have shown him CCTV footage of gangs turning up to multiple outlets of a retailer on the same day as part of a targeted operation.

“They can almost act without fear. When they go into these stores, it is incredibly intimidating for retail workers,” he said.

The BRC is calling for the introduction of a standalone offence covering violence against retail workers.

“That will allow police to track individual incidents of violence and abuse against retail workers and allocate resources to deal with this issue,” Leman explained.