Approximately 3.68million people in the UK work in retail (as of the end of 2024). Whilst most retail workers are not generally alone when they work, there are still instances throughout their shift when they may be lone working. This could include when opening up or locking up, when other colleagues are taking a break or when co-workers need to go to the back of the store to find items or take in deliveries.
Below we've outlined the most common risks faced by lone workers in the retail sector and how to mitigate them. We recommend that you identify all risks that apply to your lone workers (and any other risks) in your lone worker risk assessment. This not only ensures you comply with lone working regulations but also helps you to devise your lone worker policy and ensure your lone workers are adequately protected.
The most common risks faced by lone workers in the retail sector are:
The Risk:
Retail environments are frequent targets for theft and robbery, especially after hours or during quieter periods when there are fewer shoppers around. The absence of co-workers or security officers makes lone workers even more vulnerable if a robbery was to occur.
Ways to mitigate:
Install visible CCTV cameras and alarm systems to deter criminal activity.
Train staff so that know what to do in this situation, for example; stay calm, comply with demands, and report incidents immediately afterwards.
Limit cash and valuables on-site if possible by using drop safes and encouraging card payments.
The Risk:
Retail workers have a physically demanding job. Stacking shelves and displays, lifting and carrying can result in injuries from slips and falls. When alone, workers may not be able to call for, or access, immediate help should they injure themselves.
How to Mitigate:
Provide proper training on safe lifting techniques and equipment use.
Conduct regular risk assessments of the store layout to identify and fix hazards.
Use lone worker safety devices to alert others in an emergency.
The Risk:
Unfortunately, lone workers can be easy targets for verbal abuse or even physical aggression from frustrated or disgruntled customers. This can be incredibly frightening especially for those working alone or out of sight from colleagues.
How to Mitigate:
Implement a zero-tolerance policy on abuse, and make it visible to customers with signage.
Train workers in conflict de-escalation and assertive communication.
Provide lone workers with a lone worker solution or a panic button and ensure staff know how to use them. These can be invaluable in an emergency situation, giving vital peace of mind to the worker and a way to alert someone easily and quickly when help is needed.
The Risk:
Working alone for long periods can lead to feelings of isolation, loneliness, stress, and reduced morale—especially in fast-paced, high-pressure environments like retail.
How to Mitigate:
Check in regularly with your lone working retail workers via phone, messaging app, or scheduled supervisor calls.
Encourage social connection through team meetings or staff chats.
Provide access to mental health resources, like an Employee Assistance Programme (EAP) or give support via a Mental Health First Aider or by giving workers the time they need to speak to a health professional or mental health charity.
For those working alone in retail we recommend using a lone worker solution with a discreet personal safety device such as an SOS fob or lone worker app with bluetooth switch. A lone worker solution with ID card holder may also be useful where a means of identification is required. These solutions provide vital protection and assistance through;