Local Co-op invests £200k to tackle abuse on staff

Food retail and NHS pharmacy colleagues are facing increasing levels of threats, abuse and even
violent incidents in outlets across Lincolnshire Co-op’s trading area.

The society, which operates in Lincolnshire, including the Grantham area and neighbouring counties, has seen a 245% increase in incidents of threats and abuse to colleagues in the past five
years. In the last year, there has been 127 incidents reported in food stores and 23 in pharmacies.
To help tackle this rising issue, all Lincolnshire Co-op’s 99 food stores and 44 pharmacies are
being issued with body cameras as part of a £200,000 investment.

The move comes after a successful trial earlier this year in four locations – Sincil Street Food Store and
Monks Road Food Store in Lincoln, Birchwood Pharmacy in Lincoln and Woodville Road Food Store in
Boston.

Security Manager Mark Foulds said: “We have had positive feedback from the trial sites with colleagues
telling us the body cameras helped them to feel more confident and secure.

“The cameras are front-facing so show the customer what the colleague sees, which we believe may
help with de-escalating incidents or make people think twice about what they are doing and how they
are treating our colleagues.

“They also record both video and audio which we can share with relevant authorities when we believe a
crime has taken place.”

Mr Foulds said that incidents vary and can include abusive and foul language, threats against
colleagues or their families and in some cases, physical attacks.

“The vast majority of our customers are polite and respectful, but there are a minority whose actions are
unacceptable,” he said. “This not only impacts on our colleagues – who are simply trying to provide the
best service they can to our communities – but it can also impact on our other customers, who can find
these incidents distressing and who don’t want to see our colleagues treated in that way.”
Mr Foulds said that age-related sales refusals and shoplifting are two particular flashpoints.
“Our teams have a responsibility to enforce the legal requirements around age-related sales for
products like cigarettes, vapes and alcohol but regularly face abuse and threats from customers when

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asked for ID, or when a sale is refused,” he said. “We have also seen a 37% rise in shoplifting in the
past year, which is another trigger.”

In pharmacies, incidents have arisen over prescriptions, often due to delays in other parts of the NHS
network, or medication availability.

“There are various brands of prescription medication, and we have had several occasions when abuse
has happened after we have prescribed the correct generic drug, but not what the patient expected to
receive from their GP,” added Mr Foulds.

There are a range of other security measures in place in Lincolnshire Co-op outlets. These include
security guards in some locations, CCTV monitored by central service desk, and personal attack
alarms.

In food stores, teams use headsets to communicate with other colleagues, which can be a deterrent to
offenders. Banning orders can be used against known perpetrators and the security team also works
closely with local police forces to pursue Criminal Behaviour Orders against prolific offenders.
Sincil Street Food Store in the centre of Lincoln, next to the city’s Transport Hub, has been one of the
pilot locations. Manager Sarah Hutt said the cameras are a welcome addition to the other security
measures they have in store.

“It makes us feel more confident as we know the body cameras may help defuse incidents,” she said.
“We enjoy working in retail and providing the best service we can to our customers but the impact of
those who act in an unacceptable way can make the job difficult for myself and the team. We’re grateful
to our regulars and all the other customers who use our store and treat us with respect and kindness.”
Birchwood Pharmacy in Lincoln’s Jasmin Road was another trial location. Pharmacy Service Assistant
Minnie Grainger said the body cameras increased the team’s sense of security.

“You can see customers taking notice of the body cameras and any that were thinking about getting
abusive thought twice about it after seeing them. It helps both colleagues and our other customers
enjoy the safety that we all deserve,” she said.

“We have so many regulars that come in and bring a smile to our faces, and it really is a minority who
act in an abusive way but it’s good to have the cameras to give us extra security.”